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Skills

  • Process improvement methodologies
  • Problem resolution
  • Live chat performance
  • Proactive problem-solving
  • Multitasking in high-pressure environments
  • Customer survey creation and analysis
  • MS Office
  • Documentation and case management accuracy
  • First-call resolution (FCR) expertise
  • Client Relationship Management (CRM)

Work Experiences

  • Collaborated with the product development team.
  • Spoke with standard and system groups to increase community engagement and program outreach.
  • Transported Asana to the past year customer locations.
  • Assisted customers in Phoenix with technical issues, resulting in a 62% increase in repeat business within three years.
  • Assisted clients with the latest features.
  • Saved $15 by putting in place cost-cutting measures that addressed long-standing issues.
  • Had an excellent attendance record and was always on time for work.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Looked for industry trends on social media and through online sources.
  • Advocated for customers.

Summaries

  • Achieved results within the past year.
  • Clear understanding of data analysis and project management as well as process improvement training.
  • Achieved over the past year.
  • Achieved 23% or higher in satisfaction metrics.
  • Achieved a 72% reduction in support ticket resolution time.
  • Averaged 81% first-call resolutions.
  • Client-focused support professional with proven ability to decrease ticket escalation rates by 35% through detailed case management.
  • Collaborated with cross-functional teams.
  • Adept at developing knowledge base articles.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.

Accomplishments

  • Coordinated with upper management to initiate service-level agreements (SLAs), ensuring 85% adherence across all customer inquiries.
  • Collaborated closely with the product development team to provide customer feedback, resulting in 3 product improvements over three years.
  • Led the optimization of case management processes, resulting in a 82% decrease in case backlogs.
  • Regularly exceeded KPIs by resolving 60% of requests within their first contact.
  • Led a customer-focused initiative to standardize service processes, reducing team response times during peak hours by 2 minutes.
  • Collaborated with team of 17 in the development of process.
  • Analyzed support ticket trends to assist in process improvements that led to a 60% increase in team productivity.
  • Documented and resolved standard which led to initiative.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Improved ticket triaging mechanisms, lowering the need for escalations and cutting backlog resolution times by 47%.

Affiliations

  • Association of Information Technology Professionals
  • Active Member of the Association of Strategic Account Managers
  • Volunteer at Local Chapter, International Customer Service Organization (Phoenix)
  • Jaycees
  • Member, Association for Technical Support Professionals (ATSP), 2015-Present
  • User Group Coordinator for Adobe Creative Suite Enthusiasts
  • Help Desk Institute (HDI) Membership
  • Lions Club
  • CXPA (Customer Experience Professionals Association)
  • ITIL Foundation Certified, 2018

Certifications

  • CompTIA Security+
  • Microsoft Certified Systems Engineer (MCSE)
  • Google Certified Professional Cloud Architect
  • ISO 9001 Lead Auditor Training
  • Certified Customer Service Professional (CCSP) from initiative
  • Certified Support Manager from Help Desk Institute (HDI)
  • Certified Business Analysis Professional (CBAP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • FMP® (Customer Service) Facilitation Professional Certification
  • Certified CRM Administrator for system

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