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Skills

  • Service desk support
  • Project organization
  • Feedback Loop Development
  • Adobe Creative Suite expert
  • Communications
  • Organization
  • Team Leadership
  • Team management
  • Application installations
  • Process improvement

Work Experiences

  • Used ServiceNow, Jira, and Asana to implement system security and data assurance software.
  • Wrote whitepapers, user manuals, implementation documentation, and support base entries, among other technical documents.
  • Authored and distributed bi-weekly support newsletters, offering practical tips to both customers and internal stakeholders, leading to a 77% reduction in tickets.
  • Researched, documented, and escalated support cases to higher levels of support when I was unable to resolve issues using available resources.
  • Achieved a 64% reduction in tickets.
  • Authored detailed playbooks.
  • Championing feedback sessions between cross-functional teams to align technical support with user needs, resulting in improved service offerings.
  • Responded to 3 individual tickets to provide ServiceNow and Tableau end-user support every week.
  • Boosted overall ticket quality by 22%.
  • Achieved above 16% customer renewal rate.

Summaries

  • Support Team Lead and team leader with 14 years of experience in procedure settings.
  • Team leadership in initiative settings and project management in client relations settings.
  • Jira and SAP are two of my strongest skills.
  • Concerned about usability and security issues.
  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.
  • Program Support Engineer with extensive experience in assisting users and troubleshooting issues.
  • Good troubleshooting, diagnostic, and repair skills, as well as a systematic approach and strong attention to detail.
  • Motivating leader who has built and managed initiative teams in the past.
  • Proven track record of motivating optimized to achieve team, individual, and management goals.
  • Individual who is enthusiastic and capable of working in both a team and independently.

Accomplishments

  • Mediated internal cross-functional pain points between the sales and support teams, streamlining ticket handoffs and reducing miscommunication by 64%.
  • Drove key improvements in the support team's performance through the precise application of Customer Relationship Management (CRM) software, leading to a 29% increase in upsell opportunities.
  • Championed the implementation of a new multi-channel support platform, reducing average response time to customer inquiries by 4 minutes.
  • Partnered with HR to develop a career advancement pathway for support staff, resulting in 3 employees being promoted within 2017.
  • Spearheaded adoption of a real-time support decision tree tool, cutting average ticket handle time by 15% while maintaining high-quality resolutions.
  • Successfully managed high-priority escalations by implementing a triage process that reduced severity 1 incident lead time by 6%.
  • Introduced metric-driven dashboards to improve real-time tracking of KPIs, resulting in 68% of the team regularly meeting or exceeding quality targets.
  • Created a quarterly performance review system for monitoring both individual and team success, encouraging a culture of ongoing improvement and growth.
  • Enhanced the chatbot escalation process, resulting in a 38% drop in high-frequency inquiries from automated channels while increasing actionable cases.
  • Introduced a cross-department system for sharing product and service updates, improving overall resolution speed for non-technical customer issues.

Affiliations

  • Trained in data-driven support strategies through the Technical Support Management Certification program at Customer Success Academy.
  • Alumni of Customer Success Leadership Network, specialized in integrating customer feedback into actionable support strategies.
  • Affiliated with the International Coaching Federation (ICF), integrating coaching skills into support staff development.
  • Active participant in the Remote Team Support forum by Remote Work Leadership Academy, discussing SLA compliance strategies.
  • Certified in Support Center Manager (SCM) by Help Desk Institute (HDI), specializing in remote team operational excellence.
  • Participated in leadership development programs through the National Association for Customer Support (NACS).
  • Led panels on team management at Support Driven's Leadership Summits, focusing on improving team workflows.
  • Mentor in the Women in Customer Support Leadership network, focusing on empowering future leaders in the support services sector.
  • Affiliated with the National Association of Call Centers (NACC) for continued professional development in support services.
  • Completed technology leadership courses from the Institute of Customer Service, focusing on support team innovation.

Certifications

  • Certified Call Center Manager (CCCM) - Cedar Works
  • Certified Process Improvement Leader - Ironclad Systems
  • Certified Enterprise IT Support Professional - Vantage
  • CompTIA A+ Technician
  • Certified Mentor for Team Leaders - Cedar Works
  • Certified Public Accountant (CPA)
  • PMI Customer Service Management Professional (CSMP)
  • Microsoft Certified: Dynamics 365 Fundamentals
  • Certified Training and Development Professional - Northwind
  • Product Support Specialist Certification - Beacon Labs

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