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Client Support Level 1 Team Lead Resume Example

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CLIENT SUPPORT LEVEL 1 TEAM LEAD
Professional Summary

Personable business professional that is a natural problem solver with strong analytical abilities that is comfortable in a fast-paced environment. Pro-active ability to identify, assess, improve/refine and solve complex challenges, processes and/or situations.

Enjoys improving business systems and teams by focusing on people and clear objectives. Self-starter with a passion for continuous learning and improvement. Customer-oriented and skilled at relating to and connecting with people from all backgrounds.  Trained and well versed in advanced Excel modeling.

Skills
  • Process analysis & improvement
  • Customer Relationship Management Software (MS Dynamics CRM 2011 & 2016)
  • Microsoft SharePoint
  • Data management & statistical reporting 
  • Analytical thinker 
  • Team Leadership
  • Expert in Microsoft Office (Word, Excel, Outlook, PowerPoint, Skype, Skype for Business, etc)
  • Ability to learn quickly with new software platforms (familiar with Intaact, SQL, HTML, WordPress, various email platforms such as Informz, Blue Hornet, MailChimp)
Work History
Client Support Level 1 Team Lead, 03/2016 to 08/2016
StratusLIVE, LLC – Virginia Beach, VA
  • Managed customer support ticketing platform (Zendesk) including statistical analysis necessary for client and project billing, client satisfaction and product development analysis
  • Designed and implemented a streamlined process for capturing business requirements that increased accuracy, efficiency, and productivity within client support
  • Created statistical dashboards, product & software issue analysis and overall client support analysis for best area of product development focus
  • Managed & implemented support process and team for proper process adherence and providing excellent client satisfaction for application support
  • Managed weekly team meetings for support ticket review including process review and team effort resolution for more difficult support issues
  • Managed escalation process for tickets needing additional product development involvement for resolution.

CRM Support Analyst, 02/2015 to 08/2016
StratusLIVE, LLC – Virginia Beach, VA
  • Communicated with customer sponsor and key stakeholders about project status, phases, requirements, schedules and deliverables.
  • Worked with the Project Managers in meeting project schedules, communication and timely delivery of software components, training, and configuration.
  • Clarified, interpreted and articulated business rules for configuration or possible local customization
  • Provided professional client service excellence through Service Ticket system (Zendesk), email and phone support
  • Provided troubleshooting for existing clients with creating and implementing custom forms, workflows, reports, views, system jobs, dashboards and other platform capabilities based on their needs along with general desktop support
  • Provided application training to clients through teleconferencing (Skype4Business, GoToMeeting.

CRM Database Administrator/Data Analyst/CS Manager, 12/2009 to 12/2014
Healthcare Businesswomen's Association HBA – Fairfield, NJ
  • Principal team member charged with the successful implementation of MS Dynamics CRM 2011, with cross-platform functionality to legacy systems (Abila/Avectra netForum AMS)
  • Assisted with migration & implementation from Abila/Avectra netForum AMS to MS Dynamics CRM 2011 including detailed field mapping
  • Assisted in identifying, evaluating, and developing systems and procedures that met user requirements including CRM automation through workflows and business rules
  • Designed and implemented a streamlined process for capturing business requirements that increased accuracy, efficiency, and productivity
  • Accountable for the hygiene and accuracy of transactions and customer information for customer universe, achieved via periodic database audits and the creation of database usage policies.
  • Authored and implemented policies to maintain the integrity and competitive potential of customer data, including deduplication and merging data from other sources
  • Analyzed and scrubbed entire database (ETL) for migration into Dynamics CRM
  • Developed and Instructed End User and Administrator Dynamics CRM Training
  • Provided on-going analytical support utilizing data management through various data collections and system auditing
  • Analyzed event & membership data to generate graphics & insights for corporate, regional chapter, clients and team leads for financial and activity statistics
  • Provided staff and chapter leaders with needed reporting tools & analysis for further growth and greater retention including reporting automation & dashboards
  • Worked with individual and corporate level memberships Maintained and managed membership communications
  • Extracted and prepared customer segments from monthly marketing plans for promotional mailings and email campaigns
  • Prepared periodic customer trend reports to determine the success of marketing campaigns, including RFM analyses to achieve customer segmentation (Blue Hornet, Informz) as well as assisting with SPAM compliance
  • Assisted with integration of Informz w/Dynamic CRM for best email campaign automation
  • Managed multiple front facing email communications with individual and corporate members
  • Provided support and administration for web platform meetings and training (GoToMeeting).

Data Statistical Analyst/Executive Admin, 10/2008 to 07/2009
Recorded Books, LLC – Prince Frederick, MD
  • Developed weekly reports for executive management to summarize activity within the opportunity pipeline, sales growth and new contact touch points using Excel reporting (VLook-up, Pivot tables).
  • Analyzed and managed database for integrity and validity.
  • Assisted with monthly analysis of mail & email consumer promotional campaigns.
  • Provided monthly cost analysis of all office supplies for best cost effectiveness.

Project Office Manager, 08/2006 to 07/2008
Emmanuel Baptist Church – Huntingtown, MD
  • Managed projects for staff and volunteer leaders
  • Managed database integrity, assisted with database customization Managed church website
  • Created outgoing communications including email marketing campaigns
  • Processed all AP/AR.

Bookkeeper/Cost Analyst, Reliable Home Design


Business Process Manager, 08/2005 to 05/2006
Patuxent Rheumatology Associates – Prince Frederick, MD
  • Analyzed and managed process for daily operations and activities to achieve maximum expense control and productivity
  • Analyzed and created processes for accounts receivables, medical coding, insurance billing, insurance reconciling, marketing and patient invoices
  • Maintained medical database and handled all patient needs and coordination of care while meeting all day to day office needs
  • Improved insurance reimbursements to be within a 30 day window.

Program Manager, 04/1996 to 01/2005
Land Rover North America – Lanham Mahwah, MD NJ
  • Implemented & managed Certified Extended Warranty Program nationally (160+ retailers)
  • Grew program to over $1,000,000 / month in sales through retailer training and program support in short turnaround
  • Analyzed program for program deficiencies and miss-use while implementing proper training and processes for all national retail locations through various data collections for comparison
  • Worked closely with Insurance Company on program development, training and implementation
  • Created and implemented all program standardized reporting for financial reconciliation & cost analysis for all locations including full spectrum for corporate HQ
  • Analyzed, managed, and implemented program database including data integrity and development of DOS programming queries to support program enhancement
  • Worked closely with IT Department for corporate database and program development and implementation
  • Assisted in development and implementation of marketing brochures and program materials.

Education

Microsoft Certification, MB2-712 Exam - Customization and Configuration MS Dynamics CRM 2016


Microsoft Dynamics Learning Portal (2016)

  • 80729AE: Customization and Configuration in Microsoft Dynamics CRM 2016 (MB2-712 Exam)
  • 80870AE: Introduction to Reporting in Microsoft Dynamics CRM 2016
  • 80868AE: Reporting for Developers in Microsoft Dynamics CRM 2016
  • 80867AE: Reporting for End Users and Functional Consultants in Microsoft Dynamics CRM
  • 80849AE: Developing Solutions in Microsoft Dynamics CRM 2016 Update 1
  • 80848AE: Extending Functionality in Microsoft Dynamics CRM 2016 Update 1
  • 80735AE: Installation in Microsoft Dynamics CRM 2016
  • 80734BE: Social Engagement in Microsoft Dynamics CRM 2016
  • 80866AE: Business Intelligence in Microsoft Dynamics CRM 2016
  • 80847AE: Office 365 and Power BI for Microsoft Dynamics CRM 2016 Update 1
  • 80766AE: Introduction to Microsoft Dynamics AX Reporting and Analytics

SkillPath Workshop Seminar/Workshop, Managing Multiple Projects, Objectives and Deadlines, 2014

SkillPath Workshop Seminar/Workshop, The Conference on Customer Service, 2014

ASAE University Certificate, Association Membership Management, 2012

Prince George's Community College College Courses, General Studies, 1984 - 1985

Volunteer

Hospital Responder at Interact October 2013 - Present                

Provide hospital advocacy to survivors of sexual assault at S.A.F.E Center, Wake Medical or other area hospitals.         


VP, Communications at Wake Young Men's Leadership Academy PTSA July 2013 - July 2015                

Provide effective WYMLA PTSA communication through team leadership and utilizing volunteers with publishing weekly newsletter (MailChimp), maintaining & updating website (Wordpress) and social media communications (FB) as well as assisting in implementing a stronger more unified communication process.              


Vice President at Protech Business Solutions User Group (PUG) September 2014 - August 2015                

Assist to plan and organize online or face to face PUG activities that facilitate the exchange of experiences and ideas among users of the Protech Business Solutions tool (MS Dynamics CRM) and to act as a communication channel between the users and Protech staff.             


Asst Co-ordinator, Triangle Youth Symphony at Philharmonic Association September 2012 - April 2013.

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Resume Overview

Companies Worked For:

  • StratusLIVE, LLC
  • Healthcare Businesswomen's Association HBA
  • Recorded Books, LLC
  • Emmanuel Baptist Church
  • Reliable Home Design
  • Patuxent Rheumatology Associates
  • Land Rover North America

Job Titles Held:

  • Client Support Level 1 Team Lead
  • CRM Support Analyst
  • CRM Database Administrator/Data Analyst/CS Manager
  • Data Statistical Analyst/Executive Admin
  • Project Office Manager
  • Bookkeeper/Cost Analyst
  • Business Process Manager
  • Program Manager

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