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Skills

  • Business Administration
  • Customer satisfaction improvement
  • Employee retention strategies
  • Database administration
  • Problem resolution
  • Data entry
  • Communications
  • Scheduling
  • Resource Allocation Optimization
  • Customer service

Work Experiences

  • Analyzed performance metrics and implemented improvements that cut ticket resolution time by 3 minutes across the team.
  • Achieved a 40% increase in KPIs.
  • Achieved a 34% reduction in unresolved cases.
  • Restructured installation processes and staff teams, resulting in a 4% increase in productivity.
  • Provided expert clerical support by handling a wide range of routine and special requests efficiently.
  • Achieved a 77% boost in agent productivity.
  • Achieved operational cost reductions of $4.
  • Was in charge of client and personnel appointment scheduling and itinerary coordination.
  • Achieved results within several months.
  • Achieved Top Performer for excellence by meeting 2% of performance goals for support team operations in 2022.

Summaries

  • French and German are both conversational.
  • Adaptable person with workflow optimization and vendor management abilities.
  • Looking for a management position with a company in the Miscellaneous sector.
  • Achieved a 67% reduction in training time.
  • In process, procedure, and policy improvement initiatives, the adroit professional exemplifies multidisciplinary managerial skill.
  • These abilities, as well as a strong work ethic, are available.
  • Achieved a 70% increase in issue resolution.
  • Accomplished Support Leader.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Accomplished Support Leader with a demonstrated ability to improve first-contact resolution rates by 25% through the integration of conflict resolution training for team members.

Accomplishments

  • Drove a 58% reduction in average handling time (AHT) by refining ticket triaging processes across a team of 6.
  • Coached and developed a support team of 3 members, resulting in 9 internal promotions and a 67% increase in morale within the past year.
  • Initiated a cross-functional collaboration with marketing to streamline internal communication, reducing handoff time by 67%.
  • Monitored agent performance through real-time metrics, driving a 34% increase in overall resolution speed.
  • Collaborated with team of 12 in the development of framework.
  • Led diversity hiring initiatives within the team, resulting in a 24% increase in diverse candidate placements within several months.
  • Analyzed customer feedback through ServiceNow, achieving a 77% improvement in customer satisfaction (CSAT) over three years.
  • Successfully managed a remote support team across 2 time zones, maintaining a ticket closure rate above 26%.
  • Documented and resolved system which led to standard.
  • Enforced updated compliance procedures leading to a 77% improvement in customer query resolution time.

Affiliations

  • Project Management Institute (PMI) - Specializing in project management approaches for support tool and software implementations.
  • International Association of Administrative Professionals
  • Service Desk Institute (SDI) - Active participation to stay informed on global trends in service desk leadership and operations.
  • Help Desk Institute (HDI) - Membership to stay current with industry trends and attend crucial networking events.
  • LinkedIn Learning Professional Group - Participating in courses and discussions about advanced support tool utilization and technologies.
  • Business Process Management Institute (BPMI) - Learning advanced process optimization strategies to reduce support task cycles.
  • Contact Center World - Membership for learning about global call center best practices and performance enhancement strategies.
  • Association of Information Technology Professionals
  • Support Driven Community - Active member focusing on sharing processes for elevating team effectiveness.
  • American Medical Informatics Association

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Manager (CM) – Institute of Certified Professional Managers (ICPM)
  • Certified Public Accountant (CPA)
  • Google Certified Professional Cloud Architect
  • Cisco Certified Network Associate (CCNA)
  • CX-PRO Customer Experience Professional - Vantage
  • Certified Business Analysis Professional (CBAP)
  • Six Sigma Green Belt Certification – initiative
  • CompTIA A+ Technician
  • ISO 9001 Lead Implementer Certification - system

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