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Skills

  • Inbox and Workflow Prioritization
  • Substance abuse therapy
  • Operational improvement
  • Customer Interaction Recordkeeping
  • Customer Churn Prevention
  • Adaptability to Workflow Changes
  • Program management
  • Escalation management
  • Problem resolution
  • Recovery and rehabilitation

Work Experiences

  • Achieved 67% improvement in Net Promoter Score (NPS).
  • Collaborated with standard customers to determine their needs and deliver framework service.
  • Assigned priority to urgent customer requests.
  • Consistently met or exceeded key performance metrics, including first-response rate, customer satisfaction, and case resolution time.
  • Achieved results over 18 months.
  • Assisted customers in troubleshooting Adobe Creative Suite.
  • Provided individualized counseling services to clients dealing with mental health and substance abuse issues.
  • Conducted post-support surveys.
  • Collaborated with QA to communicate recurring bugs.
  • Boosted Austin-area counseling by collaborating with interdisciplinary practitioners to develop a 6-prong approach.

Summaries

  • Achieved accurate billing dispute resolutions.
  • Analyzed feedback to identify areas for improvement.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Collaborative Support Team Member.
  • Costs were consistently reduced while profits were increased.
  • Individual and group therapy sessions assisted clients in identifying and addressing substance abuse issues.
  • Adept at managing escalated cases.
  • Clients were educated in order to gain a better understanding of their diagnosis or treatment.
  • Achieved President's Club.
  • Analytical thinker with experience in escalating and resolving complex technical issues. Focused on improving the customer experience while maintaining high support standards in Austin.

Accomplishments

  • Resolved customer disputes in a professional manner, achieving a resolution satisfaction score of 33% or higher across 9 interactions.
  • Improved the internal knowledge base by identifying gaps in documentation, leading to a 50% improvement in resolution times for complex cases.
  • Collaborated with QA teams to escalate and resolve recurring product issues, contributing directly to 6 patch releases in 2016.
  • Coordinated efforts with the marketing department to promote new features, resulting in a 15% increase in feature adoption within three years.
  • Documented and resolved framework which led to metric.
  • Analyzed patterns from customer complaints to optimize support procedures, leading to a Excellence Award for team innovation.
  • Provided detailed handover documentation for extended case inquiries, ensuring seamless follow-up and resolution even during shift transitions.
  • Provided cross-functional support between the sales and customer service departments, contributing to an 18 increase in upsell opportunities identified per month.
  • Reduced unhandled support tickets by 77% through the reorganization of ticket priorities and assigning cases based on team member expertise.
  • Partnered with the product team to share customer insights which contributed to 9 product roadmap decisions for 2022.

Affiliations

  • Society of Customer Relations Managers - Maintaining Ongoing Education on Digital Customer Experience
  • Scrum Alliance Certified ScrumMaster (CSM) - Leveraged Agile in Customer Support Projects
  • Customer Contact Association - Member in Good Standing since 2016
  • Support Driven - Active Member of Online Community for Customer Support Professionals
  • Association for Support Professionals (ASP) - Contributor in Best Practices Forum
  • General Assembly Customer Experience Design Certificate Program, Completed in 2015
  • American Society of Safety Professionals
  • Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
  • Help Desk Institute (HDI) - Active Member since 2015
  • International Council of Nurses

Certifications

  • ITIL Practitioner Certification
  • Certified Public Accountant (CPA)
  • Project Management Professional (PMP)
  • Professional in Customer Service (PCS)
  • CompTIA Network+
  • Certified Salesforce Administrator
  • HDI Support Center Analyst Certification
  • Salesforce
  • Google Cloud Platform (GCP) Associate Cloud Engineer Certification
  • ITIL Foundation Certification in IT Service Management

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