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Skills

  • Process improvement
  • Customer relationship management (CRM) tools
  • Customer engagement strategies
  • Cross-functional team collaboration
  • Knowledge transfer facilitation
  • Customer onboarding
  • Meeting coordination and scheduling
  • First Aid/CPR
  • Process automation
  • Knowledge base management

Work Experiences

  • Communicated with vendors for timely replacement of Workday, helping avoid service disruptions and ensuring operational continuity.
  • Answered phone calls from clients, vendors, and a variety of other callers looking for information.
  • Achieved a 36% increase in workflow efficiency.
  • Assisted over 4 users.
  • Contributed to cross-departmental initiatives, facilitating knowledge-sharing sessions to improve the customer service knowledge base.
  • Boosted engagement rates by 55%.
  • Provided expert clerical support by handling a wide range of routine and special requests efficiently.
  • Conducted internal audits of customer support tickets.
  • Avoided service disruptions.
  • Collaborated with the team on process enhancement projects.

Summaries

  • Achieved a 85% increase in first-call resolution rates through effective team collaboration and client communication, ensuring swift resolution of complex service issues.
  • Thorough and dependable Office Worker with excellent administrative skills and a strong Miscellaneous background.
  • Analyzing administrative effectiveness and developing improved procedures is something I've done before.
  • Recognized for a strong work ethic and a willingness to work as part of a team.
  • Adaptable professional adept at leading transition projects for new customer service platforms, increasing workflow efficiency by 43% post-implementation.
  • Support Services Associate with 4 years of successful workflow optimization and stakeholder engagement experience.
  • Adaptable professional leading transition projects.
  • Uses vendor management and quality assurance skills to run an efficient office.
  • Adept at reducing manual workload.
  • Costs were consistently reduced while profits were increased.

Accomplishments

  • Monitored trends in client inquiries using Salesforce, which led to the development of a predictive support feature that decreased overall ticket issuance by 75%.
  • Achieved 45% positive feedback from clients by delivering hands-on support through live chat, email, and phone-based channels.
  • Collaborated with the operations team to improve the back-end support infrastructure, making it possible to cut client ticket handling time by 10 minutes.
  • Produced detailed post-incident reports for senior executives, outlining root causes, resolutions, and actionable preventive measures to avoid future service issues.
  • Developed a robust knowledge transfer protocol for newly introduced services, raising team productivity by 15% over a 18 month period.
  • Documented and resolved initiative which led to program.
  • Managed high-volume incoming support requests, responding to 17 inquiries daily and achieving an average response time under 9 minutes.
  • Led the support department's ServiceNow migration project, ensuring that all team members were trained and enabled to resolve issues within a newly implemented system.
  • Resolved 8 payment disputes by communicating effectively with both clients and internal finance teams, recovering a total of $17 over a 10 week period.
  • Enabled seamless product troubleshooting by creating detailed FAQs and user guides, reducing customer cases escalated by 58%.

Affiliations

  • Association of Information Technology Professionals
  • Information Technology Infrastructure Library (ITIL) Certification
  • Certified Service Professional in Technology (CSP-T) Six Sigma
  • National Association of Social Workers
  • Technical Support Alliance Network (TSAN)
  • American Society of Safety Professionals
  • Freemason
  • International Customer Management Institute (ICMI)
  • Institute for Operational Excellence
  • Network of Executive Women (NEW)

Certifications

  • HubSpot Inbound Marketing Certification
  • Certified Support Service Manager (CSSM) by ServiceRocket
  • Microsoft 365 Modern Desktop Administrator Associate
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Help Desk Manager (CHDM)
  • Certified Information Systems Auditor (CISA)
  • SHRM Certified Professional (SHRM-CP)
  • Apple Certified Associate (ACA)
  • JIRA Service Desk Administrator Certification
  • Certified Public Accountant

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