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Skills

  • Mac systems
  • Data entry
  • First Aid/CPR
  • Customer service protocol training
  • Desktop support
  • Business operations
  • Project organization
  • Customer engagement strategies
  • Automation tools for support workflows
  • Customer service expert

Work Experiences

  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Achieved 22% faster issue resolution.
  • Authored self-help documentation.
  • Achieved a 36% increase in team performance benchmarks.
  • Addressed critical client issues.
  • Achieved results over a 4-month period.
  • Analyzed recurring product/service issues.
  • Achieved a 18% reduction in recurring support requests.
  • Achieved a 33% decrease in support tickets.
  • Kept track of running systems and entered commands to troubleshoot issues like process and system.

Summaries

  • Achieved results over a 13-month period.
  • Within Retail, senior Client Support Professional Specialist and outstanding performer in data analysis and quality assurance.
  • QuickBooks expert and HubSpot user.
  • Achieved a service satisfaction rating of 41% in quarterly evaluations.
  • Achieved results within 11 months.
  • Supporting hardware and software issues for initiative computer systems is a skillful Client Support Professional Specialist.
  • Accomplished customer support professional.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved a 40% increase in first-call resolution rates.
  • Excellent budget management and cross-functional collaboration knowledge.

Accomplishments

  • Reduced issue resolution time by 28% through the introduction of a streamlined ticketing system.
  • Partnered with the product team to address recurring feedback, contributing to a product update that reduced client inquiries by 45%.
  • Maintained a 49% first-call resolution rate, exceeding the average departmental KPI by 80% points.
  • Led a cross-functional team to implement a ticket triage system, resulting in a 27% increase in response efficiency.
  • Established a comprehensive knowledge repository for support agents, reducing average call duration by 11 minutes.
  • Managed customer-facing technical documentation, ensuring accuracy and clarity for a global audience, which helped reduce incoming inquiries by 45%.
  • Implemented a customer feedback program that achieved a 76% increase in user satisfaction scores within 2 months.
  • Collaborated with product development teams to ensure customer feedback was integrated, leading to a 30% improvement in user experience.
  • Developed training modules for new support staff, reducing onboarding time by 14 weeks and increasing call resolution efficiencies by 30% points.
  • Designed and implemented client self-help resources that decreased outstanding support tickets by 25%.

Affiliations

  • American Society of Safety Professionals
  • American Medical Informatics Association
  • Certified Customer Experience Professional (CCXP)
  • Customer Journey Optimization Group
  • American Marketing Association
  • Technical Support Professionals Network (TSPN)
  • Lions Club
  • International Customer Management Institute (ICMI) Membership
  • Rotary International
  • Help Desk Institute (HDI) Member

Certifications

  • Certified Technical Client Support Competence from Beacon Labs
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Google Certified Professional Cloud Architect
  • Certified KPI Professional from the KPI Institute
  • Certified Service Desk Manager (CSDM) by Service Desk Institute
  • CompTIA Network+
  • Certified Support Operations Specialist (CSOS) from Northwind
  • Customer Care Agent Certification from metric
  • Zendesk Support Administrator Expert Certification
  • Certified Associate in Project Management (CAPM) from Project Management Institute (PMI)

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