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Skills

  • Business operations
  • Operational improvement
  • Client resolution strategy development
  • Team Leadership
  • Supervision
  • Capacity planning and forecasting
  • Process improvement
  • Staff management
  • Team building
  • Root cause analysis

Work Experiences

  • Achieved customer satisfaction levels of 58%.
  • Supervised and guided new employees, and I responded quickly to questions, which improved understanding of job responsibilities on client relations and strategic planning.
  • Was in charge of the office inventory, which included ordering and requisitions, stocking, and receiving shipments.
  • Analyzed support ticket data.
  • Achieved a successful resolution rate of 62%.
  • Completed 16 employees' bi-weekly payroll.
  • Intervened between Support Staff Supervisors during arguments and diffused tense situations using risk assessment and stakeholder engagement.
  • Achieved a 73% reduction in service outages.
  • Achieved a 30% decrease in communication delays.
  • Effectively managed costs and billing, as well as financial discrepancies, by using initiative software to organize account information.

Summaries

  • Support Staff Supervisor with 4 years of successful team leadership and vendor management experience.
  • Staff, resource, and day-to-day operations are well-coordinated by this expert.
  • Achieved a 47% improvement in service response times.
  • Achieved a 49% reduction in backlog.
  • Support specialist and leader with advanced organizational, technical, and business acumen who is highly dependable, ethical, and trustworthy.
  • Looking for a management position with a company in the Miscellaneous sector.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Clear understanding of strategic planning and budget management as well as strategic planning training.
  • QuickBooks expert with database management experience.
  • Strengths in performance reporting and quality assurance backed up by Miscellaneous training.

Accomplishments

  • Reviewed and optimized the knowledge-sharing portal, raising internal ticket resolution rates by 32% among support staff.
  • Developed and executed continuous improvement initiatives, reducing error rates in ticket resolution by 28%.
  • Developed and implemented escalation protocols, reducing average escalation response time by 15% and improving client satisfaction rates.
  • Coordinated with cross-functional teams to streamline operations, resulting in a 35% improvement in interdepartmental communication efficiency.
  • Optimized support handover procedures during shift changes, reducing transition-related delays by 73%, thus maintaining service continuity.
  • Implemented metrics tracking dashboards to monitor staff performance, yielding a 49% improvement in accountability and goal achievement.
  • Partnered with IT to address recurring technical bottlenecks, achieving a 16% reduction in system downtime within three years.
  • Introduced feedback loops with key clients, resulting in a 38% improvement in client satisfaction scores across all service categories.
  • Audited 46% of service tickets monthly, ensuring compliance with service-level agreements and improving response accuracy.
  • Resolved product issue through consumer testing.

Affiliations

  • Society of Human Resource Management
  • Support Driven Community Membership
  • National Society For Leadership and Success (NSLS)
  • Customer Contact Week (CCW) Affiliation
  • International Society of Performance Improvement (ISPI)
  • Professional Women’s Network (PWN)
  • Society for Human Resource Management (SHRM)
  • American Medical Informatics Association
  • Association for Supply Chain Management (APICS)
  • American Society for Training and Development (ASTD)

Certifications

  • Apple Certified Associate (ACA)
  • Certified Employee Engagement Specialist (CEES)
  • Google Workspace Certification
  • CompTIA A+ Certification
  • Leadership and Management Certificate by Meridian
  • Microsoft Excel Expert Certification
  • Certified Professional in Learning and Performance (CPLP)
  • Certified Team Leader (CTL) by IALC
  • Certified Workforce Planning Professional (CWPP)
  • Cisco Certified Internetwork Expert (CCIE)

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