Dedicated customer support professional with 7 years of experience in knowledge management, 2 years experience in client/account management, and 15+ years experience in customer service. Team player with compassion in all areas of service (staff, customer, and client experience). Motivated to learn and share information to achieve common goals and meet the needs of all parties associated with services.
Skills
Report preparation
Staff education and training
Complaint resolution
Client rapport
Staff support/coaching
Direct customer service/support
Technical troubleshooting
Strategic Planning
Trend forecasting
Comprehension and documentation of technical procedures
Data analysis
Subject matter expert
Compassion
Critical thinking
Microsoft Office
Work History
Associate Customer Success Advocate, 07/2018 - Current Blackboard Inc. (Student Services Division) – City, STATE,
Established and maintained internal and customer relationships through defining operational workflows'
Acted as liaison between operational staff and client groups / internal departments;
Worked to rectify client/customer relationships and continually monitored health of client services;
Served international clientele (involved international communication , time zone management, and assisting support staff with overcoming cultural/language barriers to provide an optimal support experience);
Educated clients about support services through meetings and providing monthly summaries;
Discussed bi-weekly and/or monthly performance with clients in detail (provided trends, challenges, and areas of success) to strategize customer success for the future;
Worked with sales, customers, development and management to address concerns and needs internally and externally (support staff, client, customers);
Acted as first responder to critical client incidents (system outages, bugs , Priority 1 Incidents);
Served as support to operational staff (fielding questions through Microsoft Teams and email) to answer staff questions and address staff feedback for improvement;
Assisted with workforce planning to manage volume for peak periods;
Assisted with analyzing techniques to provide messaging to customers to re-route support requests that were not in the scope of our service;
Served as support for client contract renewal
Customer Service Representative Agent, 09/2017 - 07/2018 Blackboard Inc. (Student Services Division) – City, STATE,
Served customers globally via phone, email, and chat services (IT Help Desk and Learning Management);
Answered telephone calls, chat support requests, and email support requests in adherence with service level agreements;
Achieved customer satisfaction through addressing customer needs and concerns, always with consideration of a long-term strategy for customer convenience;
Shared trends and solutions with colleagues to improve team, customer, and client experience;
Entered customer interaction details into multiple ticketing environments (Parature, Blackboard SmartView, Team Dynamix) to document problems/requests and the steps taken to resolve;
Provided email follow-ups to customers after support interactions for customer reference;
Gained customer confidence in support services;
Used previous experience with knowledge management to provide feedback to client success managers, and to support fellow staff
Knowledge Analyst & Instructional Designer, 12/2008 - 09/2017 Blackboard Inc. (Student Services Division) – City, STATE,
Created and maintained procedural documentation to outline specifics of support services for new and existing clients;
Worked with client and internal departments to clearly define resources, tools, and support procedures/expectations (tailored to client service level agreements)
Analyzed support interactions and customer/client feedback to identify service trends and gaps, and to refine scenario-based knowledge base documentation;
Created knowledge documentation using web authoring software (Microsoft Sharepoint Designer) and entered documentation into support environments (Parature, Blackboard SmartView, Team Dynamics, Service-Now);
Worked with product development to integrate features with use of knowledge content (e.g. using runtime variables to populate templates to provide customer/client, use of Guided Help topics on support portals);
Managed internal and customer-facing content to optimize staff, end user, and client experience;
Used knowledge content and case scenarios to create and distribute training material to internal support staff (e.g. publishing SCORM content to LMS for training)
Customer Service Representative Agent, 05/2008 - 12/2008 Blackboard Inc. (Student Services Division) – City, STATE,
Served customers globally via phone, email, and chat services (IT Help Desk and Learning Management);
Answered telephone calls, chat support requests, and email support requests in adherence with service level agreements;
Achieved customer satisfaction through addressing customer needs and concerns, always with consideration of a long-term strategy for customer convenience;
Shared trends and solutions with colleagues to improve team, customer, and client experience;
Entered customer interaction details into multiple ticketing environments (Parature, Blackboard SmartView, Team Dynamix) to document problems/requests and the steps taken to resolve;
Provided email follow-ups to customers after support interactions for customer reference;
Gained customer confidence in support services
Education
High School Diploma: , Expected in - Somerset High School - Somerset, KY, GPA:
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.
