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Skills

  • Project organization
  • MS Office
  • Customer service protocol training
  • CRM software proficiency standard
  • Technical issues analysis
  • Desktop support
  • Customer issue resolution (First Contact Resolution 53%)
  • Application support
  • Problem resolution
  • Customer service

Work Experiences

  • Achieved a 30% reduction in escalated support tickets.
  • Assessed client complaints.
  • Achieved 22% faster issue resolution.
  • Kept track of running systems and entered commands to troubleshoot issues like process and system.
  • Authored self-help documentation that reduced customer inquiries by 20% and improved overall product understanding among users.
  • Addressed and resolved complex technical challenges for clients in Seattle, directly improving client retention rates by 33%.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Addressed complex technical challenges for clients.
  • Achieved a 18% reduction in recurring support requests.
  • Achieved onboarding within 4 months.

Summaries

  • Achieved a service satisfaction rating of 41% in quarterly evaluations.
  • Achieved satisfaction scores of 11% or higher.
  • Achieved results over a 13-month period.
  • Achieved a 53% increase in workflow efficiency.
  • Achieved a 69% boost in client retention.
  • Achieved a 72% improvement in client satisfaction scores.
  • Clear understanding of vendor management and strategic planning as well as vendor management training.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Accomplished Client Support Professional.
  • Client Support Professional Specialist with 14 years of successful process improvement and strategic planning experience.

Accomplishments

  • Developed multilingual support resources for program, expanding support reach to a broader global clientele.
  • Reduced issue resolution time by 28% through the introduction of a streamlined ticketing system.
  • Utilized customer analytics to identify and resolve a recurring service issue, resulting in improved software performance and a 64% drop in related tickets.
  • Received Outstanding Service Award for reducing customer complaints regarding cross-functional collaboration by 19% through targeted support initiatives.
  • Identified and analyzed recurring issues, reducing ongoing technical problems for SAP by 19% over a initiative-month period.
  • Received ITIL in Microsoft Excel, applying knowledge to improve client troubleshooting for advanced technical issues.
  • Delivered 11 monthly webinars to key clients, resulting in a 77% increase in product adoption and a reduction in churn.
  • Maintained a 49% first-call resolution rate, exceeding the average departmental KPI by 80% points.
  • Collaborated with sales and marketing teams to ensure client success, reducing client cancellation rates by 27%.
  • Resolved product issue through consumer testing.

Affiliations

  • Certified Technical Support Specialist from CompTIA 2023
  • Affiliate, AI-Driven Support Systems Consortium
  • Call Center Association (CCA) Membership
  • Member, Association for Customer Retention Strategies
  • Jaycees
  • Help Desk Institute (HDI) Member
  • Society of Human Resource Management
  • Association for Supply Chain Management (APICS)
  • International Council of Nurses
  • International Association of Administrative Professionals

Certifications

  • Certified Support Operations Specialist (CSOS) from Northwind
  • Certified Public Accountant
  • Certified Customer Care Manager (CCCM) from Brightline
  • SHRM Certified Professional (SHRM-CP)
  • CompTIA Security+
  • Certified Tableau Desktop Specialist
  • Cisco Certified Network Associate (CCNA)
  • CompTIA A+ Technician
  • Certified Associate in Project Management (CAPM) from Project Management Institute (PMI)
  • Apple Certified Associate (ACA)

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