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Skills

  • Problem resolution
  • Customer relationship management (CRM) platforms proficiency
  • Communications
  • Change management during platform migrations
  • Supervision
  • Multitasking in dynamic support environments
  • Conflict mediation within customer service teams
  • System equipment
  • First Aid/CPR
  • Customer service expert

Work Experiences

  • Achieved resolution within the first 24 hours.
  • Achieved initiative% lower customer escalations post-launch.
  • Collaborated with third-party vendors to resolve complex product defects, reducing end-user incidents by 84% in one year.
  • Consistently over three years.
  • Analyzed daily support request trends.
  • Achieved results in one year.
  • Achieved results over one year.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • Achieved a 77% increase in efficiency.

Summaries

  • Analytical Support Team Leader known for reducing support ticket volumes by 40% through the introduction of a comprehensive knowledge-sharing portal.
  • Bolstered customer feedback rates by 40%.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Administered ticketing systems.
  • Achieved a 85% improvement in team performance.
  • Adept at building high-performing teams.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved this for several months.
  • Accomplished Support Team Leader recognized for decreasing average resolution times by 37% and contributing to product enhancements based on customer feedback insights.

Accomplishments

  • Documented and resolved program which led to procedure.
  • Negotiated Service Level Agreement terms with partners, improving high-priority ticket handling efficiency by 50%.
  • Achieved Scrum Master in customer service management, applying best practices to improve overall team efficiency by 20%.
  • Collaborated with Product Managers on beta feature testing to ensure smooth rollouts, lowering post-launch ticket volume by 39%.
  • Led a support initiative during a product launch, reducing negative feedback by 71% and enhancing post-launch CSAT by 54% points.
  • Facilitated employee performance reviews, leading to 50% improvements in key support metrics (such as CSAT and FRT).
  • Designed and implemented a flexible shift rotation schedule, resulting in a 41% reduction in missed SLA deadlines during peak hours.
  • Generated detailed reports on ticket resolution and agent productivity, leading management to improve resource allocation, increasing coverage efficiency by 85%.
  • Initiated cross-departmental collaboration with Product & Engineering teams, reducing escalations by 75% after feature updates.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Customer Support Operations Certification, method 2024
  • American Marketing Association
  • HDI Support Center Analyst Certification 2016
  • Member, Customer Experience Professionals Association (CXPA)
  • Post Launch Support Operations Certification (Google/IBM)
  • Society of Women Engineers
  • Freemason
  • Certified Kaizen Practitioner (Kaizen Institute) 2024
  • Member, Remote Support Association (RSA)
  • American Medical Informatics Association

Certifications

  • Salesforce
  • Customer Experience Management (CEM) Certified - framework
  • Certified Public Accountant
  • Cisco Certified Network Associate (CCNA) – Cisco
  • Certified Quality Improvement Associate (CQIA) - category
  • Certified ScrumMaster (CSM) by Scrum Alliance
  • Certified Microsoft Dynamics 365 Fundamentals - 2024
  • CompTIA A+ Certification - CompTIA
  • Google IT Support Professional Certificate - Google
  • Certified Help Desk Manager (CHDM) by HDI

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