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Skills

  • Recordkeeping strengths
  • First-contact resolution strategies
  • Workflow Optimization
  • Retail materials management
  • CRM
  • Shipping procedures understanding
  • Account management
  • Report preparation
  • Stakeholder relationship management
  • Complaint data analysis

Work Experiences

  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Taught new employees about the company's operations, policies, and services.
  • Contributed to $5 in annual store sales per three years.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • In the top 11% of employees for successful coordinated.
  • Assisted and cross-trained other customer service managers.
  • Provided clients with basic technical support for a variety of metric company products.
  • Kept up to date on product and service changes.

Summaries

  • Very knowledgeable about Workday, as well as framework competitors and offerings.
  • With extensive knowledge of cross-functional collaboration and proven multitasking abilities, I am well-versed in project and time management.
  • Motivated to keep customers happy and contribute to the company's success.
  • Competent Senior Service Analyst with a desire to exceed sales targets and establish long-term customer relationships.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Customer service specialist with over 15 years of experience resolving account and service issues for Shipping and Distribution clients.
  • Customer Service Representative with 15 years of retail experience in fast-paced, team-oriented environments.
  • Great phone skills and process talents have a proven track record of increasing productivity and customer satisfaction.
  • Strengths in workflow optimization and vendor management backed up by Shipping and Distribution training.
  • Dedicated to exceeding expectations and leading the team to success.

Accomplishments

  • Drove the implementation of new customer support strategies across the West Coast, improving service quality metrics by 39%.
  • Collaborated with project management teams to integrate service features within QuickBooks, resulting in a 31% boost in system reliability.
  • Provided technical training to 13 team members on new software tools, leading to improved service ticket management and a 80% decline in resolution times.
  • Streamlined service ticket assignments, enabling better prioritization and reducing backlogs by 76%.
  • Created automated alerts and escalation workflows within the HubSpot system, reducing service downtime by 80%.
  • Authored and maintained comprehensive technical documentation for quality assurance, aiding cross-functional teams in reducing response times by 51%.
  • Designed a performance dashboard in Jira to monitor ticket handling times, achieving 50% process improvement over the past year.
  • Led a team of 9 analysts to troubleshoot and resolve high-priority service incidents, improving overall customer satisfaction by 30%.
  • Facilitated cross-training sessions to improve team versatility, increasing service analyst performance metrics by 42% within one year.
  • Customized reporting solutions to track compliance with Shipping and Distribution service-level agreements (SLAs), reducing discrepancies by 25%.

Affiliations

  • IT Operations Management Council
  • Association for Supply Chain Management (APICS)
  • Automation Anywhere Certified Professional (AACP)
  • Society of Human Resource Management
  • International Institute of Business Analysis (IIBA)
  • Toastmasters
  • Professional Association for Customer Engagement (PACE)
  • Service Desk and IT Support Society (SDITS)
  • Cloud Computing Support Network
  • Technology Services Industry Association (TSIA)

Certifications

  • ITIL Intermediate Certification in Operational Support and Analysis (OSA)
  • ITIL Foundation Certification in IT Service Management
  • Certified in DevOps Engineering – Meridian
  • CompTIA A+ Technician
  • Microsoft Certified: Azure Fundamentals – Microsoft
  • Salesforce
  • Certified Incident Handler (ECIH) - category
  • First Aid/CPR Certified
  • CompTIA Security+
  • Google Certified Professional Cloud Architect

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