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Skills

  • Business operations
  • MS Office
  • Escalated issue management
  • Team collaboration
  • Airfield safety expertise
  • Client feedback collection and analysis
  • Client onboarding process optimization
  • Flight log updates
  • HubSpot expertise
  • Organization

Work Experiences

  • Achieved cost reduction through process optimization.
  • Transported SAP to two years customer locations.
  • Had an excellent attendance record and was always on time for work.
  • Achieved a 22% success rate.
  • Spearheaded personnel safety initiatives to ensure that all aircraft operations are conducted safely.
  • Achieved a 32% improvement in Net Promoter Scores.
  • Achieved a 34% reduction in sick days.
  • Bolstered service offerings.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Solved process issues, improved operations, and provided excellent customer service.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved a 83% decrease in average handle times.
  • Consistently delivered timely results.
  • Accomplished Support Services Officer.
  • Adept at managing high-profile accounts.
  • Costs were consistently reduced while profits were increased.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Accomplished Support Services Officer adept at managing high-profile accounts, with 5 years of solid experience delivering on service goals and maintaining a 49% customer retention rate.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Boosted response rates.

Accomplishments

  • Collaborated closely with HR to implement a wellness program, resulting in a 61% decrease in support staff absenteeism.
  • Implemented a new incident tracking tool that decreased support resolution times by 55% across all regions.
  • Developed and refined operational support procedures, which led to a 67% reduction in unresolved customer queries.
  • Guided cross-departmental collaboration efforts, leading to the successful launch of HubSpot in 2015.
  • Developed comprehensive FAQ documents and support guides, minimizing incoming query volume by 37% in a three years.
  • Collaborated with team of 16 in the development of metric.
  • Monitored compliance across multiple regional offices, cutting down violations by 79% through training and audit measures.
  • Reduced overall support costs by 28% through the refinement of internal workflows and automation of manual tasks.
  • Led quarterly training sessions for support teams on revised escalation processes, helping reduce critical incident handling times by 17%.
  • Initiated a rewards-based incentive program for top-performing agents, boosting team morale and productivity by 42%.

Affiliations

  • International Customer Management Institute (ICMI)
  • International Association of Administrative Professionals
  • Professional Organizations in Administrative & Customer Excellence (PACE)
  • Institute of Operational Management Professionals
  • Association for Supply Chain Management (APICS)
  • International Institute of Service Excellence (IISE)
  • Project Management Institute (PMI) - Customer Service Division
  • National Society of Leadership and Success (NSLS)
  • Society for Human Resource Management (SHRM)
  • Client Relationship Management (CRM) Professionals Alliance

Certifications

  • Apple Certified Support Professional (ACSP)
  • CompTIA Network+ Certification
  • Certified Customer Experience Professional (CCXP)
  • Certified ITIL 4 Specialist - Drive Stakeholder Value
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Project Management Professional (PMP)
  • Certified Public Accountant (CPA)
  • First Aid/CPR Certified
  • Professional in Customer Engagement (PCE) by Customer Experience Professionals Association (CXPA)
  • Certified Technology Specialist (CTS) by AVIXA

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