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Skills

  • Problem resolution
  • Performance reporting
  • Customer service
  • Process optimization
  • Client relationship management
  • Root cause analysis
  • Staff training and development
  • Communications
  • Organization
  • Change Management

Work Experiences

  • Was in charge of client and personnel appointment scheduling and itinerary coordination.
  • Achieved a 75% decline in manual data entry errors.
  • By automating client correspondence, record tracking, and data communications, I was able to improve office operations.
  • Gathered and analyzed administrative cost data in order to prepare several months budgets for corporate management.
  • Collaborated with sales and product teams to customize service offerings, resulting in a 84% increase in upsell opportunities.
  • Collaborated with sales and product teams.
  • Effectively managed costs and billing, as well as financial discrepancies, by using standard software to organize account information.
  • Achieved a 46% improvement in remote service quality.
  • Was in charge of billing, collection, and reporting for an office that generated over $12 per year.
  • Collaborated with the IT department.

Summaries

  • 4 years of experience.
  • Support Services Manager is a multi-talented Support Services Manager who is consistently rewarded for planning and operational improvements.
  • Accomplished Support Services Manager.
  • Supporting corporate level officers and senior management personnel with demonstrated expertise in financial and operational leadership, organized and efficient Support Services Manager.
  • Meet and exceed business objectives while catering to a wide range of customer needs.
  • In process, procedure, and policy improvement initiatives, the adroit professional exemplifies multidisciplinary managerial skill.
  • Achieved 29% improvement in issue resolution.
  • Achieved 15% reduction in service outages.
  • Contributed to a 48% boost in departmental productivity.
  • Achieved 53% improvement in customer support performance.

Accomplishments

  • Facilitated cross-functional workshops between customer support and product engineering teams to reduce product issues escalations by 62%.
  • Compiled and presented weekly performance metrics to senior leadership, facilitating data-driven decision-making and boosting performance across multiple key KPIs.
  • Optimized the onboarding process for new employees, reducing integration time by 25% and accelerating team productivity.
  • Reduced average resolution time by 84% through strategic adjustments in ticket prioritization systems and re-allocation of team resources.
  • Leveraged workforce automation tools to optimize employee scheduling based on peak demand times, increasing throughput by 85%.
  • Standardized knowledge-sharing practices across the company which improved cross-functional collaboration and decreased escalations by 24%.
  • Acted as the escalation point for high-impact issues, personally ensuring resolution within 16 hours and securing client retention.
  • Received Outstanding Service Award for exceptional leadership and team management, driving a 25% improvement in overall department performance.
  • Played a key role in standardizing responses for common customer inquiries, improving response times and reducing repetitive queries by 78%.
  • Led workforce scheduling for a team of 17, ensuring 100% coverage and aligning staffing needs with peak periods.

Affiliations

  • Customer Support Summit 2018 - Attendee/Speaker
  • National Association for Sales Professional (NASP) - Engaged in Sales/Support Crossover Workshops
  • Loyalty360 Member - Specializing in Customer Loyalty Programs
  • Professional Association for Customer Engagement (PACE) - Participant
  • Society for Customer Service Professionals (SCSP) - Active Participant
  • Customer Experience Professionals Association (CXPA) - Certified Member
  • CIOB Diploma in Customer Service Management - 2015
  • Customer Operations Performance Center (COPC) - Certified in 2016
  • Help Desk Institute (HDI) Member
  • Global Association for Quality Management (GAQM) - Certificate in Support Operations

Certifications

  • CompTIA Security+
  • Customer Relationship Management (CRM) Certification - Adobe Creative Suite, 2017
  • Certified Business Analysis Professional (CBAP)
  • Certified Information Systems Manager (CISM) - category, 2021
  • Help Desk Manager Certification - framework, 2019
  • Microsoft Certified: Azure Fundamentals | Microsoft, 2022
  • Certified Quality Improvement Associate (CQIA) - program, 2022
  • Project Management Professional (PMP)
  • Certified Information Security Manager (CISM) - ISACA - 2024
  • Cisco Certified Network Associate (CCNA) - category, 2021

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