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Skills

  • Customer retention strategies
  • Client-specific solutions
  • Needs assessment
  • Team building
  • Progress evaluations
  • Complex issue resolution
  • Escalation handling
  • EMR / EHR
  • Operational improvement
  • Data analysis for support systems

Work Experiences

  • Achieved a 74% resolution of customer issues on first contact.
  • Brought actionable intelligence to the product development team.
  • Compared treatment plans to individual goals as well as industry standards.
  • Achieved 24% customer satisfaction.
  • Decreased ticket queue by 50%.
  • Achieved a 42% resolution of customer issues on first contact by refining the support knowledge base and training procedures.
  • Audited and restructured the existing support documentation repository, reducing resolution times by an average of 6 hours per query.
  • Analyzed hardware and software issues on Asana systems.
  • Accomplished in metric.
  • Collaborated with 3 vendors.

Summaries

  • Case Manager with experience working in system environments.
  • Adept at providing personalized attention to client needs.
  • Documentation and compliance skills are excellent.
  • Adhered rigorously to SLAs.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Case Manager who is well-versed in coordinating care for framework people.
  • Support Services Provider with 9 years of successful team leadership and data analysis experience.
  • Talented Case Manager who can manage large caseloads without sacrificing care quality.
  • Achieved expedited hardware and software solutions.
  • Time manager, communicator, and problem solver extraordinaire.

Accomplishments

  • Documented and simplified internal workflows, contributing to a 62% improvement in support staff response time for high-priority clients.
  • Implemented onboarding programs that reduced customer churn by 32% within three years.
  • Collaborated with cross-functional teams to streamline communication between departments, leading to a 40% increase in product knowledge for the support team.
  • Created structured technical training manuals and guides that reduced training time by 32% and improved support representative accuracy.
  • Coached junior support staff through complex scenarios, boosting their resolution rates by 54%.
  • Engaged in continuous learning and training to stay up-to-date with Salesforce updates, improving response time to advanced technical queries by 19%.
  • Performed data analysis on support outcomes leading to the implementation of updates that improved overall response KPIs by 41%.
  • Maintained a 38% positive customer rating in high-pressure call environments through targeted customer relation practices.
  • Achieved a 69% customer issue resolution on first contact and improved FCR by 26% after identifying and addressing gaps in support training.
  • Initiated customer feedback loop meetings with the product team, resulting in 75% fewer support requests for specific features after system improvements.

Affiliations

  • Society of Human Resource Management
  • IT Service Management Forum (itSMF)
  • Association of Information Technology Professionals
  • Certified IT Support Professional - 2017
  • User Experience Professionals Association (UXPA)
  • Help Desk Institute (HDI)
  • Customer Contact Week (CCW)
  • Association of Support Professionals (ASP) - Member since 2023
  • HDI Support Center Manager Certification - 2021
  • International Association of IT Asset Managers (IAITAM)

Certifications

  • Remote Support Engineer Certification
  • Microsoft Certified: Dynamics 365 Fundamentals
  • Certified Public Accountant (CPA)
  • CompTIA Security+
  • Certified Remote Work Professional (CRWP)
  • Google Certified Professional Cloud Architect
  • Certified IT Asset Manager (CITAM)
  • Amazon Web Services (AWS) Certified Cloud Practitioner
  • Certified Customer Experience Professional (CCXP)
  • SHRM Senior Certified Professional (SHRM-SCP)

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