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Skills

  • Customer journey mapping
  • Initiative equipment
  • Call center operations
  • Continuous process improvement
  • Workflow Optimization
  • Communications
  • Team building
  • Regulatory compliance
  • Help desk ticketing systems
  • MS Office

Work Experiences

  • Achieved a 59% boost in positive feedback.
  • Audited support workflows.
  • Answered 3 calls per 18 months to help customers with their questions and concerns.
  • Collaborated with external vendors.
  • Conducted internal and external reviews.
  • Championed the implementation of a new customer self-service portal.
  • Accelerated productivity.
  • Worked with clients to help them make better life choices and get the most out of programs.
  • Achieved a 73% boost in customer satisfaction scores.
  • Am in charge of organizing and directing office operations.

Summaries

  • Achieved a 61% reduction in customer wait times.
  • Accomplished in improving customer onboarding processes, reducing setup times by 73%, resulting in higher overall client satisfaction from the start.
  • To maintain efficiency and program outreach, skillfully meet diverse needs and address issues.
  • Clear understanding of client relations and cross-functional collaboration as well as client relations training.
  • Support Services Specialist is a multi-talented Support Services Specialist who is consistently rewarded for planning and operational improvements.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Boosted satisfaction rates by 48% annually.
  • Within Miscellaneous, senior Support Services Specialist and outstanding performer in budget management and cross-functional collaboration.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Adept at minimizing customer complaints by converting 78% of issues into positive experiences through proactive listening and personalized solutions.

Accomplishments

  • Collaborated with engineering on product updates to proactively address customer pain points, reducing inbound ticket volume by 49%.
  • Utilized data from support tools to forecast staffing needs, cutting overtime hours by 35%.
  • Maintained up-to-date expertise on Salesforce through obtaining ITIL, leading to faster and more accurate resolutions.
  • Partnered with customer success to localize product support, reducing average resolution time across regions by 73%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Developed and delivered training programs resulting in 22% faster resolution time for software-related inquiries.
  • Prepared client success reviews, which resulted in a 40% increase in overall client satisfaction during 2020.
  • Monitored and tracked KPIs related to service support, leading to a 74% reduction in support call duration.
  • Facilitated process improvements that reduced ticket resolution time by 63% in 6 months.
  • Spearheaded the implementation of live chat support, cutting resolution times by 18%.

Affiliations

  • Freemason
  • Project Management Institute
  • National Customer Service Association (NCSA) - Provides access to resources on boosting customer loyalty, service recovery, and frontline resolution.
  • Global Help Desk Outsourcing Association (GHDOA) - Supports professionals working in outsourced support roles, improving vendor collaboration strategies.
  • Information Technology Infrastructure Library (ITIL) Foundation - Membership can demonstrate expertise in ITIL practices relevant to escalation and workflow optimization.
  • Society of Human Resource Management
  • Certified Customer Experience Professional (CCXP) - Credential that signals proficiency in customer experience design and management.
  • Customer Service Institute of America (CSIA) - Recognized association for honing skills in customer-centric strategies and service recovery techniques.
  • National Association for Information Destruction (NAID) - Invaluable for support specialists working in data protection and adherence to security regulations.
  • Help Desk Institute (HDI) - Membership in HDI enhances awareness of industry best practices and fosters continuous learning in customer support environments.

Certifications

  • HDI Support Center Analyst
  • IT Service Management (ITSM) Certification
  • Certified Public Accountant
  • Apple Certified Associate (ACA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Cisco Certified CyberOps Associate
  • Cisco Certified Internetwork Expert (CCIE)
  • Google Certified Professional Cloud Architect
  • Customer Success Manager Certified Professional
  • Microsoft Certified: Azure Fundamentals

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