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Skills

  • Team management
  • Project organization
  • Equipment repair
  • Inventory management
  • Application installations
  • Supervision
  • Communications
  • Windows XP/Vista
  • Business operations
  • Hardware upgrades

Work Experiences

  • Achieved a 66% improvement in customer satisfaction surveys.
  • Consistently improved overall customer feedback scores.
  • Addressed feedback on Adobe Creative Suite.
  • Used specialized software to remove malware and viruses from laptops and desktop computers.
  • Set up new employee workstations, including all of the necessary hardware, software, and peripherals.
  • Collaboratively implemented a customer retention protocol.
  • Aided in the refinement of the technical support process in order to improve customer service and support.
  • Authored concise procedural documentation for Tier 1 support team use, helping reduce onboarding time for new hires by 4 days.
  • Boosted market reach in category.
  • Assumed role of primary point of contact for initiative.

Summaries

  • Bringing a deep understanding of framework operations as well as a resilient nature focused on identifying root causes and implementing long-term solutions.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Tier 1 Representative capable of assisting category users in resolving issues with computer systems, mobile devices, and peripheral equipment.
  • Student pursuing a Miscellaneous degree who is eager to contribute developed knowledge in the role of Tier 1 Representative.
  • Procedure and process have a proven track record.
  • Quality assurance and client relations abilities are exceptional.
  • Tier 1 Representative and team leader with 15 years of experience in program settings.
  • Initiative Support Engineer with extensive experience in assisting users and troubleshooting issues.
  • Active leader with excellent communication and collaboration skills.

Accomplishments

  • Named 'Employee of the Month' for 5 months by providing timely and expert solutions for initiative, contributing to a 35% decrease in escalation volumes.
  • Generated $186,000 in cross-sell opportunities, thanks to product-related insights shared with customers during routine support interactions.
  • Collaborated closely with product management and support teams to identify and resolve Power BI defects, reducing customer frustrations by 52% in 2023.
  • Resolved an average of 17 tickets per day, maintaining a 68% first-call resolution rate through clear communication of technical solutions.
  • Served as a subject-matter expert for multilingual support efforts, handling tickets in both standard, category, and cross-collaborating to support international markets.
  • Collaborated with senior representatives to introduce a customer follow-up program, improving Net Promoter Scores (NPS) by 47% within 11 months of launch.
  • Awarded for consistency in surpassing team metrics by handling an average of 10 calls per hour while preserving high customer satisfaction metrics.
  • Translated complex technical jargon into easy-to-understand language during customer support interactions, gaining consistent top-tier feedback and rating scores.
  • Partnered with cross-functional teams to escalate and resolve customer issues, achieving a 40% reduction in resolution times.
  • Reduced overall support call duration by 83% through the application of product expertise, diagnosing, and troubleshooting common customer issues.

Affiliations

  • Earned a Support Specialist Skill Badge through Coursera learning pathway 2021, focusing on ticket priority and escalation
  • As a Toastmasters International member in Seattle, improved customer-facing communication skills through regular presentations method
  • Member of the International Customer Service Association (ICSA) 2023-Present
  • Participated in Zendesk Online Community, sharing and gathering insights regarding ticketing system efficiency and best practices 2021-Present
  • Member of the National Retail Federation (NRF), participating in industry-focused customer service webinars 2019-Present
  • Attained Call Center Excellence Certification through ICMI (International Contact Management Institute), specializing in customer retention through product feedback
  • Active participant in the Customer Service Institute of America (CSIA) webinars, focusing on escalation management and real-time resolution techniques
  • Attended Salesforce Service Cloud user group meetups to refine understanding and usage of Workday, enhancing customer inquiry prioritization by 20%
  • Earned the Customer Service Leadership certification through Udemy 2019, focusing on team management and productivity improvements
  • Member of Association for Support Professionals (ASP), contributing to discussions on knowledge base improvement and customer feedback loops 2016-Present

Certifications

  • Salesforce
  • Certified Business Analysis Professional (CBAP)
  • Microsoft Office Specialist (MOS)
  • Google Analytics Individual Qualification (GAIQ)
  • American Academy of Financial Management (AAFM)
  • CompTIA Network+
  • IT Support Professional Certificate by Google
  • Microsoft Certified Systems Engineer (MCSE)
  • Customer Service Excellence Certification
  • Certified Information Technology Professional (CITP)

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