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Skills

  • Change Management
  • Customer service management
  • Data entry
  • Data-driven decision making
  • Product knowledge expertise
  • Call Handling and Resolution Efficiency
  • Procedure equipment
  • Communications
  • Project organization
  • CRM software utilization

Work Experiences

  • Addressed issues for Microsoft Excel.
  • Consistently achieved individual performance metrics, ranking in the top 62% of the support team for 2016.
  • Assisted in the development of knowledge base articles.
  • Organized physical files and digitized records so that authorized team members could update and retrieve them quickly.
  • Collaborated with the sales and marketing team.
  • Collaborated with the IT department.
  • Acted as the bridge between engineering and support.
  • Achieved results over a 11-month period.
  • Created a feedback loop between customer support and product development.
  • Evaluated process and framework data in order to provide customers with appropriate answers to metric questions.

Summaries

  • Support Person is a multi-talented Support Person who is consistently rewarded for planning and operational improvements.
  • Achieved 43% improvement in onboarding efficiency through creating and refining documentation for new clients, bringing down setup errors and enhancing post-sales support.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved reduction in churn over a 17-month period.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved quick and accurate issue resolution.
  • Achieved 45% improvement in onboarding efficiency.
  • Support Person with 4 years of successful vendor management and strategic planning experience.
  • Hands-on professional with stakeholder engagement and cross-functional collaboration abilities.
  • With an organized approach and strong multitasking abilities, dedicated to maximizing customer satisfaction and exceeding business objectives.

Accomplishments

  • Aided in the successful launch of HubSpot by providing method customer feedback reports each week, streamlining product readiness.
  • Developed and maintained a comprehensive knowledge base used by engineering to reduce time-to-resolution for user issues by 39%.
  • Presented weekly reports to management with actionable insights derived from resolving process per month, aiding in strategic decision-making.
  • Trained 4 new support staff, ensuring adherence to company standards and improving onboarding efficiency by 57%.
  • Instrumental in reducing the number of escalated cases by 64% through coaching junior support agents on complex troubleshooting techniques.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Created and launched a series of customer training videos, increasing product knowledge and reducing time-to-resolution for common issues by 44%.
  • Documented and resolved process which led to framework.
  • Managed 15 high-priority support tickets daily, ensuring SLA compliance and meeting all response deadlines set forth by company guidelines.
  • Implemented proactive customer education initiatives, resulting in a 80% decrease in repeated support contacts for similar inquiries.

Affiliations

  • Freemason
  • Society for Human Resource Management (SHRM) - Collaborated with support teams to improve intra-department communication.
  • Association for Talent Development (ATD) - Involved in team leadership and mentoring best practices workshops.
  • International Customer Management Institute (ICMI) - Attended webinars on advanced support techniques (2022).
  • Toastmasters
  • Product Experts User Group for ServiceNow - Product knowledge sharing forum member since 2019.
  • CRM Users Organization - Attended regional CRM system updates and training sessions.
  • Computer & Communications Industry Association (CCIA) - Active participation in discussion panels on customer support advancements.
  • Rotary International
  • ITIL Certification programs - Specialized in foundational ITIL methodologies for service management in technical support.

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Ongoing Quality Monitoring Certification (ServiceNow)
  • SHRM Certified Professional (SHRM-CP)
  • CompTIA Network+
  • CompTIA Security+
  • Google Workspace (G Suite) Certified Administrator
  • Six Sigma Yellow Belt certification
  • Certified Technical Support Specialist (CTSS)
  • First Aid/CPR Certified
  • Certified Business Analysis Professional (CBAP)

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