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Skills

  • Administrative support
  • Exceptional telephone etiquette
  • Hardware Configuration
  • Service desk support
  • Customer support needs assessment
  • Team building
  • Automating common troubleshooting solutions
  • Equipment repair
  • Bug tracking software (metric)
  • Inventory management

Work Experiences

  • Achieved Excellence Award.
  • Kept track of IT supplies inventory by checking levels on a three years basis.
  • Assisted users remotely.
  • Achieved 30% improvement in team productivity.
  • Achieved 10 fewer misrouted cases.
  • Acknowledged urgent or high-severity tickets.
  • Accurately diagnosed and resolved network connectivity and application compatibility issues for clients using Microsoft Excel, reducing repeat tickets by 45%.
  • Achieved results over the last two years.
  • Consistently responded to customer service emails within the standard window for optimal response.
  • Collaborated with Tier 2 and Tier 3 teams for escalated issues, ensuring seamless resolution and reducing ticket escalation by 26% in 2018.

Summaries

  • CPA and CPA are her areas of expertise.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Process and initiative have a proven track record.
  • Tier 1 Agent with quality assurance and stakeholder engagement abilities.
  • Looking forward to taking on a new challenge with a successful team.
  • Tier 1 Agent is a hardworking and dependable Tier 1 Agent who excels at process improvement and project management.
  • Asana and Tableau experts with exceptional interpersonal skills.
  • Motivating leader who has built and managed framework teams in the past.
  • Tier 1 Agent with superior understanding and knowledge of Asana and Salesforce in a SAP environment.
  • Expert in framework with a strong aptitude for optimized and automated.

Accomplishments

  • Utilized Jira for troubleshooting, achieving a 30% increase in tech support success rates for all escalated cases.
  • Led knowledge-sharing sessions within the team, resulting in a 81% increase in peer support that accelerated resolution times.
  • Performed root cause analysis on escalated tickets, preventing similar issues from recurring and reducing escalations by 68%.
  • Took ownership of real-time customer communication via chat, email, and phone, resulting in an average response time of less than two years.
  • Conducted customer feedback surveys post-resolution to track performance, achieving 81% positive ratings in 2015.
  • Achieved a 19% improvement in customer experience ratings post-major systems upgrade, leading to increased client retention.
  • Authored troubleshooting SOP documentation which reduced escalated tickets by 72% and trained 18 employees on the procedures.
  • Collaborated with engineering teams to assist in diagnosing ongoing system errors, reducing time to resolution by 67% per case.
  • Proactively communicated system outages or updates to impacted customers, reducing complaints by 35% during metric.
  • Developed a knowledge base for common technical issues, reducing average resolution time by 39% over several months.

Affiliations

  • Member, Customer Service Association (CSA) – Focused on growth in customer service skills via forums, resources, and peer collaboration.
  • Member, International Customer Management Institute (ICMI) – Attended industry-leading webinars and workshops focused on enhancing customer service performance.
  • Nominee, CX Leader of the Year 2024, awarded by Customer Think – Recognition for impactful work in customer experience.
  • Alumni, Cisco Networking Academy – Specialized in providing support for networking hardware and software configurations.
  • Coursework Completed, Coursera IT Support Professional – Fundamental understanding of support operations, simplifying complex processes for users.
  • Participant, Intercom Support Mastery Program – Gained strategic insights into customer communication and self-service solutions to improve response efficiency.
  • Certified Member, Help Desk Institute (HDI) – Acquired best practices for incident management and customer support metrics.
  • Certified Salesforce Administrator – Applied CRM expertise to manage high-value client interactions and increase customer retention rates.
  • Certified Incident Management Professional, HDI – Expertise in managing escalations, especially during technical crises, ensuring adherence to SLAs.
  • Active Participant, Society for Customer Service Professionals (SCSP) – Regularly engage in knowledge-sharing around improving first-contact resolution rates.

Certifications

  • CompTIA Network+
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Apple Certified Associate (ACA)
  • CompTIA A+ Technician
  • First Aid/CPR
  • Microsoft Office Specialist (MOS)
  • Cisco Certified Technician (CCT)
  • ServiceNow Certified System Administrator
  • Certified Ethical Hacker (CEH)
  • Salesforce

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