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Skills

  • Insurance billing
  • Health codes compliance
  • Adaptability to changing priorities
  • Conflict resolution
  • Invoice generation
  • Time management
  • Communications
  • Process improvement
  • Organization
  • Banquets and catering

Work Experiences

  • Analyzed ticket trends and patterns.
  • Increased customer satisfaction by coming up with new ways to solve problems.
  • Was in charge of processing admission payments and distributing tickets.
  • Achieved results by 2018.
  • Achieved results over 7 months.
  • Achieved recognition in 2017.
  • Followed all health and sanitation rules and regulations.
  • Boosted CSAT scores by 74%.
  • Determined the validity and applicability of the tickets presented.
  • Provided excellent service and attention when dealing with customers face-to-face or over the phone.

Summaries

  • Accomplished Ticket Coordinator highly skilled in resolving complex issues, reducing average resolution time by 63%, and driving operational efficiency within the team.
  • Knowledge of Workday in depth, as well as data analysis and cross-functional collaboration abilities.
  • Achieved rapid turnaround times.
  • Student pursuing a Miscellaneous degree who is eager to contribute developed knowledge in the role of Ticket Coordinator.
  • Accomplished this over 18 months.
  • System, process, and category are all available.
  • Proficient in promoting method by leveraging client relations and quality assurance knowledge.
  • Professional with a strong focus on quality and service who excels at increasing team productivity and customer satisfaction.
  • Offering standard expertise as well as 9 years of related experience in customer-service roles.
  • Achieved 82% greater speed.

Accomplishments

  • Managed ticket escalations between multiple vendors and departments, resolving conflicts and maintaining customer satisfaction ratings above 53%.
  • Created custom templates for common ticket types, increasing standardization and ensuring more consistent outcomes across 9 team members.
  • Partnered with sales to introduce a Tableau integration into the ticketing platform, boosting the speed of issue resolution by 31%.
  • Streamlined communication between engineering and service teams, significantly enhancing ticket tracking and status updates to clients.
  • Developed a set of comprehensive knowledge base articles, reducing ticket response time by 47% and improving overall service efficiency.
  • Successfully led weekly operations meetings to review ticket trends, resulting in reducing the ticket backlog by 44%.
  • Implemented user feedback mechanisms within the ticketing system, increasing user satisfaction scores from 12 to 7 in under 18 months.
  • Partnered with product to implement automation into ticket logging processes, saving 11 hours of manual labor monthly.
  • Successfully implemented a new ticketing system across 12 departments, leading to a 55% increase in overall support team productivity.
  • Led the migration of HubSpot to a cloud-based ticketing platform, minimizing system downtime during transition and improving response times.

Affiliations

  • Certificate in Gaming and Talent Event Management, Vantage
  • Accredited Member, International Association for Venue Management (IAVM)
  • Member, National Customer Support and Ticketing Association
  • Participant, Customer Support and Ticket Handling Workshop, Boston
  • Charter Member, Automated Ticketing Solutions Forum
  • Alumni, Customer Relationship Management Program, metric
  • Member, International Customer Service Association (ICSA)
  • Committee Member, Ticket Process Excellence Taskforce
  • Advisory Member, Event Industry Council (EIC)
  • Lifetime Member, Association of Ticketing Systems Practitioners (ATSP)

Certifications

  • Certified Software Asset Manager (CSAM)
  • Apple Certified Associate (ACA)
  • Certified Customer Experience Professional (CCXP)
  • CompTIA Security+
  • CompTIA Network+
  • Certified in Information Systems Management (CISM)
  • HDI Support Center Analyst (HDI-SCA)
  • Service Desk Institute (SDI) Certified Support Professional
  • CompTIA A+ Technician
  • Certified Help Desk Manager

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