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Skills

  • Product promotions
  • First-time fix rate optimization
  • Customer feedback analysis
  • Advanced Troubleshooting Techniques
  • Project organization
  • Experience with framework
  • Business transactions
  • Customer satisfaction management
  • Process improvement
  • Preventive maintenance planning

Work Experiences

  • Achieved improvement in 2021.
  • Kept accurate records of all purchases by documenting orders, collecting payments, and issuing receipts.
  • Consistently stayed under budget.
  • Built strong relationships with key accounts.
  • Collaborated with sales teams.
  • Contributed to a 58% boost in upsell revenue.
  • Used improved to process payments, make changes, and provide receipts.
  • Collaborated with product engineers to continuously improve Adobe Creative Suite, reducing the number of service calls for process by 51%.
  • Achieved a 85% reduction in workplace incidents.
  • Boosted customer Net Promoter Score (NPS) by 60% through a combination of proactive service measures and personalized relationship-building.

Summaries

  • A first-rate team member who excels in sales and delivery.
  • Intelligent, quick learner memorizes delivery areas, locates destinations, and explains the most up-to-date product information quickly.
  • Achieved a 58% improvement in customer service satisfaction rates.
  • Achieved 67% boost in client satisfaction.
  • Marketing-savvy individual with experience working for a number of well-known category companies in risk assessment and client relations.
  • Achieved a 14% increase in service revenues.
  • Achieved a 40% customer retention rate.
  • Excellent time management skills and the ability to deliver on time Tableau.
  • Expert at selling Jira to specific types of customers and adept at maintaining long-term relationships to fuel growth.
  • Customer-focused driver with 17 years of experience delivering ServiceNow.

Accomplishments

  • Documented and resolved process which led to initiative.
  • Collaborated with cross-functional teams to streamline service operations, reducing total service costs by 25%.
  • Increased territory market share by 34% through targeted customer service initiatives and relationship building.
  • Performed in-depth root cause analysis, reducing repeat service calls by 40%.
  • Reduced customer downtime by 46% by refining technician schedules and optimizing dispatch protocols.
  • Improved average repair first-time fix rate from 43% to 25% over a period of 10 months.
  • Enhanced team productivity by 69% through the adoption of new digital tools like Jira.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Reduced average repair cycle time by 79% through workforce training and better workflow tools.
  • Trained and mentored 2 new hires, leading to a faster integration and a consistent 43% improvement in service KPIs.

Affiliations

  • International Association of Administrative Professionals
  • Lions Club
  • Association for Supply Chain Management (APICS)
  • Freemason
  • American Marketing Association
  • Customer Experience Professionals Association (CXPA)
  • American Logistics Association (ALA)
  • Association for Operations Management (APICS)
  • Associations for Service Technicians (Various Regional Chapters)
  • Field Service Association (FSA)

Certifications

  • ServSafe
  • Project Management Professional (PMP)
  • Microsoft Certified Systems Engineer (MCSE)
  • CompTIA Network+
  • CompTIA Security+
  • Cisco Certified Internetwork Expert (CCIE)
  • Salesforce
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified in Service Level Agreement Management (SLAM)
  • First Aid/CPR Certified

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