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Skills

  • Application support
  • Escalation process streamlining
  • Cross-team collaboration
  • Customer relationship management (CRM) tools
  • Client relations management
  • Problem resolution
  • Data entry
  • Client Communication Improvement
  • First Aid/CPR
  • Adaptability in High-Pressure Settings

Work Experiences

  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Achieved results over the past year.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Collaborated closely with technical support leads.
  • Kept track of running systems and entered commands to troubleshoot issues like initiative and metric.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Conducted upskill sessions.
  • Achieved a 6 months customer satisfaction rate increase of 57%.
  • Awarded Innovation Award for surpassing performance goals.
  • Achieved Excellence Award for exceptional service delivery.

Summaries

  • Team Support Specialist with a 16-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Analyzed user complaints and feedback.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Advanced knowledge in knowledge base systems implementation.
  • Adept at knowledge base management.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Clear understanding of risk assessment and process improvement as well as cross-functional collaboration training.
  • A highly dedicated Team Support Specialist recognized for improving customer pain point tracking that led to a 25% reduction in escalation rates. Skilled in cross-team collaboration to prevent recurring issues during the product lifecycle.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Collaborated with product development teams to relay real-time customer feedback, resulting in a 34% reduction in recurring support tickets.
  • Facilitated after-action reviews on escalated tickets, which identified process improvements and reduced average resolution time by 33% over several months.
  • Acted as liaison between support and development, driving key changes in Power BI, leading to a 81% decrease in customer-reported bugs.
  • Customized templates for daily reports that enhanced the team’s workflow visibility by 21% and improved decision-making efficiency.
  • Created real-time customer updates that reduced inbound queries by 48% and enhanced overall user satisfaction.
  • Utilized active listening skills during customer escalations, which resulted in a 71% increase in customer retention after technical issues were resolved.
  • Monitored and tracked unresolved queries, prompting on-time resolutions for 14% of escalated cases within the first 11 days.
  • Championed the adoption of method, which accelerated team response times and raised overall team KPIs by 43%.
  • Designed and maintained a central knowledge base, decreasing the repetition of common queries by 58% and reducing average case handling time.
  • Revitalized an outdated workflow guide into a comprehensive digital resource, decreasing training time for new employees by 78%.

Affiliations

  • Customer Success Association
  • IT Service Management Forum (itSMF)
  • International Association of Business Communicators (IABC)
  • Help Desk Institute (HDI)
  • Association for Talent Development (ATD)
  • Support Driven Community - Member
  • Society for Service Management
  • International Council of Nurses
  • Agile Alliance
  • Association for Computing Machinery

Certifications

  • Certified Agile Service Manager (CASM)
  • Certified JIRA Administrator - Atlassian
  • Certified Professional in Customer Analytics
  • Microsoft Office Specialist (MOS) - Excel
  • Google Certified Professional Cloud Architect
  • Certified Public Accountant
  • KCS Principles Certification - Knowledge-Centered Service
  • Microsoft Certified: Power Platform Fundamentals
  • IIBA Certification in Business Analysis (CCBA)
  • Certified Public Accountant (CPA)

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