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Skills

  • Data-driven decision making
  • Communications
  • Customer service
  • Coaching patients
  • Customer issue tracking
  • Client Feedback Analysis
  • Call center management tools
  • Process documentation
  • Customer satisfaction improvement
  • Team management

Work Experiences

  • Management recognized me for providing outstanding customer service.
  • Learned team leadership and process improvement to help with office needs.
  • Boosted long-term customer retention.
  • Used the RPMS (Resource and Patient Management System) and EHR (Electronic Health Record) systems.
  • Achieved a 65% reduction in ticket resolution time.
  • Finished procedure of project, which resulted in standard.
  • Counseled patients on a regular basis to help them deal with problems.
  • Actively contributed to the setup of a remote support function during procedure, ensuring uninterrupted service delivery to clients worldwide.
  • Achieved a 30% increase in upsell opportunities.
  • Achieved 81% cost savings for the department.

Summaries

  • Knowledge of Adobe Creative Suite in depth, as well as cross-functional collaboration and budget management abilities.
  • Expert in metric with a strong aptitude for launched and coordinated.
  • Accomplished at gathering customer insights and improving support protocols based on feedback, contributing to a 52% rise in overall satisfaction.
  • Looking forward to taking on a new challenge with a successful team.
  • Achieved VIP client retention rates of 61%.
  • Miscellaneous student seeking hands-on experience through an internship in project management.
  • Support Partner is a hardworking and dependable Support Partner who excels at quality assurance and data analysis.
  • Achieved a 79% improvement in customer satisfaction.
  • Able to identify root causes.
  • With a team-oriented mentality, highly organized, proactive, and punctual.

Accomplishments

  • Handled escalated cases for at-risk accounts, saving 72% of those clients through rapid issue resolution and relationship management.
  • Improved self-service resources, resulting in 3 fewer support requests and empowering customers to resolve basic issues independently.
  • Assumed ownership of critical bug reporting for the product team, facilitating the timely resolution of 12 software bugs.
  • Retained 38% of high-priority VIP accounts by resolving complex, escalated issues before churn occurred.
  • Received Innovation Award for achieving the highest customer satisfaction score of 28% over three years, based on ServiceNow reviews.
  • Identified trends from Tableau data, leading to targeted interventions that reduced customer support touchpoints by an average of 12 tickets per account.
  • Streamlined cross-team communication regarding major technical issues, reducing resolution time for escalated tickets by 77%.
  • Provided bilingual customer support in both initiative and metric, decreasing response times for international clients by 63%.
  • Increased team success by 38% by developing a detailed troubleshooting guide tailored to common customer questions.
  • Played a key role in developing a user feedback loop, which influenced the prioritization of 12 new product features or fixes.

Affiliations

  • Published a case study in framework on reducing internal consultations following the redesign of the support knowledge base.
  • Received recognition at the Service Desk Institute (SDI) Awards in 2023 for excellence in customer service amidst challenging conditions.
  • Contributor to the framework where professionals troubleshoot and resolve real-world support issues collaboratively.
  • Active participant in product beta testing teams, providing firsthand critical feedback from customer experience perspective to the framework.
  • Contributor at the Customer Support Collective, regularly sharing insights on improving service desk efficiency and customer satisfaction.
  • Certified Customer Experience Specialist (CCXP) from procedure, applying principles of customer-focused service delivery.
  • Enrolled in ongoing Professional Communication courses at Summit Group, improving interpersonal skills for customer interaction and issue escalation.
  • Engaged with the Local Customer Empathy Circle, fostering skills in active listening and emotional intelligence to better serve customers.
  • Member of the International Association of Customer Service Representatives (IACSR) since 2019, networking with peers to exchange insights.
  • Completed ITIL Foundation Certification in 2016, demonstrating a thorough understanding of IT service management and support processes.

Certifications

  • American Academy of Financial Management (AAFM)
  • Certified Public Accountant (CPA)
  • Certified Process Design Engineer (CPDE)
  • Salesforce Service Cloud Consultant Certification
  • Google Certified Professional Cloud Architect
  • ITIL Foundation Certification
  • CompTIA Customer Service Excellence Certification
  • Certified Client Success Manager (CCSM)
  • CompTIA Network+
  • Certified Incident Handler (ECIH)

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