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Skills

  • Customer Satisfaction Enhancement
  • MS Office
  • Quality assurance
  • Attention to detail
  • Client feedback system implementation
  • KPI Tracking and Reporting
  • Procedure equipment
  • Client Retention Strategies
  • MS Office proficiency (Excel, Word, PowerPoint)
  • Client relationship management

Work Experiences

  • Compiled detailed reports for managers and stakeholders, directly influencing key operational decisions that improved overall performance.
  • Looked for industry trends on social media and through online sources.
  • Assisted team in preparing for standard.
  • Completed reports ahead of deadlines.
  • Assisted in user training.
  • Coordinated service projects.
  • Automated service request logs.
  • Achieved a 72% reduction in refund requests.
  • Collaborated with framework customers to determine their needs and deliver standard service.
  • Spoke with standard and framework groups to increase community engagement and program outreach.

Summaries

  • Achieved a 61% productivity increase.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved a 68% reduction through process streamlining.
  • Adept at client relationship management.
  • Contributed to a program% reduction in operational downtime.
  • Costs were consistently reduced while profits were increased.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Adept at client relationship management, reducing refund requests by 32% through effective customer engagement and service clarity.
  • Achieved a 69% improvement in client satisfaction.
  • To maintain efficiency and program outreach, skillfully meet diverse needs and address issues.

Accomplishments

  • Managed departmental task prioritization, resulting in a 25% reduction in backlogged client cases.
  • Customized client communication templates to align with branding, increasing client engagement by 69%.
  • Assisted 8 clients daily with service inquiries, achieving a 32% improvement in overall satisfaction over several months.
  • Conducted onboarding training for new team members, reducing learning curve by 6 months.
  • Led department-wide training sessions on ServiceNow, increasing software proficiency by 65%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Consistently met or exceeded SLAs in handling support cases, leading to a 68% reduction in resolution time.
  • Optimized billing inquiry processes, speeding up reimbursements and decreasing response delays by the past year.
  • Composed professional correspondence to clients, improving email response times by 49%.
  • Resolved product issue through consumer testing.

Affiliations

  • American Medical Informatics Association
  • International Association of Administrative Professionals (IAAP)
  • American Society for Quality (ASQ) for continuous improvement in support processes
  • Project Management Institute
  • International Council of Nurses
  • Certification from Help Desk Institute (HDI) in IT Support Process Improvement
  • Enrolled in Professional Administrative Certification of Excellence (PACE)
  • Association for Support Professionals (ASP)
  • Association of Information Technology Professionals
  • Lions Club

Certifications

  • Professional Scrum Master I (PSM I)
  • Certified IT Support Specialist from Harbor & Co.
  • Event Planning Certification from Lakeside Partners
  • Certified DevOps Support Engineer from Vantage
  • Service Desk Analyst (SDA) Certification from Cedar Works
  • Microsoft Certified: Customer Data Platform (CDP) Specialty
  • CompTIA IT Fundamentals (ITF+)
  • Apple Certified Associate (ACA)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Business Analysis Professional (CBAP)

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