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Skills

  • First Aid/CPR
  • Technical issues analysis
  • Procedure equipment
  • Business operations
  • Regulatory compliance
  • Customer support training
  • Employee Onboarding Optimization
  • Operational improvement
  • Mac systems
  • Communication and persuasion skills

Work Experiences

  • Boosted workflow efficiency by 74%several months.
  • Contributed to a 82% improvement in first-time issue resolution rates.
  • Achieved a 62% improvement in compliance.
  • Achieved a 46% reduction in escalated support tickets.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Boosted team competence by 77%.
  • Achieved results over a 6 months period.
  • Described category solutions to customers to aid in problem resolution.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.

Summaries

  • Support Trainer with 2 years of successful stakeholder engagement and team leadership experience.
  • Support Trainer is a multi-talented Support Trainer who is consistently rewarded for planning and operational improvements.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Support Trainer with a 15-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Strengths in cross-functional collaboration and performance reporting backed up by Miscellaneous training.
  • Align training solutions with evolving business needs.
  • Excellent stakeholder engagement and project management knowledge.
  • Clear understanding of data analysis and strategic planning as well as process improvement training.
  • Supporting hardware and software issues for system computer systems is a skillful Support Trainer.

Accomplishments

  • Delivered in-depth performance reviews for support agents using specialized metrics tools, facilitating professional growth plans that resulted in improved NPS by 61%.
  • Created and updated the internal knowledge base for the support team, resulting in a 85% decrease in dependency on supervisor escalations.
  • Created and distributed customized technical support training materials that decreased reliance on supervisors by 29% during escalations.
  • Analyzed feedback from training sessions and made data-driven improvements, boosting participant knowledge retention rates by 19%.
  • Enhanced call center performance by introducing problem-solving methodology workshops, resulting in a reduction of average call handling time by 67%.
  • Created a comprehensive training program for new hires, reducing onboarding time by 52%, which led to faster team integration and improved overall productivity.
  • Implemented rigorous post-training evaluations and metrics tracking that demonstrated improvements in agent efficiency and customer handling time by 26%.
  • Consulted with department heads on the implementation of a new knowledge management system that increased self-service resolution rates by 68%, reducing inbound call volume.
  • Researched and implemented new teaching tools and methodologies, such as Adobe Creative Suite, which increased engagement and retention rate in trainings by 25%.
  • Documented and resolved standard which led to system.

Affiliations

  • Toastmasters
  • Credential in Organizational Development from method in 2018
  • Six Sigma Green Belt Certification - Process Improvement Expert, 2021
  • International Council of Nurses
  • Certified in Digital Learning Design - initiative completed in 2015
  • Corporate Training and Development Advisory Group Member 2024-2023
  • Lean IT Association (LITA) - Active member focusing on optimizing training processes
  • Customer Experience Professionals Association (CXPA) - Training Specialist
  • International Association of Facilitators (IAF) - Certified Professional Facilitator
  • Certified Agile Trainer with Scrum Alliance in 2019

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Support Operations Professional by Support Driven 2015
  • ServSafe
  • CompTIA A+ Technician
  • Certified Customer Experience Professional (CCXP) from CXPA 2023
  • SHRM Certified Professional (SHRM-CP)
  • Certified Instructional Designer (CID) from Beacon Labs 2016
  • Advanced Instructional Designer Certification (AIDC) 2023
  • CompTIA Network+
  • Project Management Professional (PMP)

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