Associate Customer Success Advocate Resume Example Company Name

ASSOCIATE CUSTOMER SUCCESS ADVOCATE

Professional Summary

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

07/2018 to Current

Associate Customer Success AdvocateCompany Name – 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

09/2017 to 07/2018

Customer Service Representative AgentCompany Name – 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

12/2008 to 09/2017

Knowledge Analyst & Instructional DesignerCompany Name – 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)

05/2008 to 12/2008

Customer Service Representative AgentCompany Name – 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 DiplomaSomerset High School - City

Resume Overview

School Attended

Somerset High School

Job Titles Held:

Associate Customer Success Advocate
Customer Service Representative Agent
Knowledge Analyst & Instructional Designer

Degrees

High School Diploma

Associate Customer Success Advocate Resume Example

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