Client Support Specialist with 4 years in technical and customer support roles. Effectively identifies problems using troubleshooting skills and innate ability to see areas for improvement. Looking to utilize exceptional communication, problem solving, organizational skills and ability to build relationships for a results-driven company.
Microsoft Office, Outlook, Salesforce, JIRA, Customer Service and Support, Project Management, Sales, End User Training, 10-Key, Data Entry
Client Support Specialist07/2016 to CurrentCareerBuilderNorcross, Ga
Troubleshooting steps to identify root
cause of client facing issue
Proactively worked to prevent future
client issue through attention to detail and a high level of
customer service when working through client's current issue
following up with client
on status of issue within Service Level Agreement
one contact resolution when
Resolved 1400+ tickets in CRM
responsible for appropriately
routing issue tickets or questions to internal teams through
documentation and detailed communication
Coordinate and partnered with Sales
Team and Success Team to create the best customer experience
Forged partnerships with technical
teams to aid in faster resolution of customer issues
demonstrated ongoing industry and product knowledge of CareerBuilder
products as well as recruitment processes
Was continuously chosen to participate in new processes or new support functions before being implemented to the whole Customer Support Team
System Support Specialist07/2015 to 12/2015ShelfGenie & Outback GutterVacAtlanta, GA
QA lead for 2 custom CRM system platforms Directed 1 in-house
and 3 external developers Developed SOPs and user requirements
test plans as well as coordinated testing activities across the scope of
Directed the efforts of other testers in conjunction with
being responsible for the sign off on go-live decisions
ticket response time from 24+hrs to less than 15 hours; overall a 37%
Improved support ticket resolution time of operational
issues/bugs from 3-7 days to 1-5 days
Coordinated with development to
prioritize, test, and resolve over 170 operational support ticket issues
Defined, designed, and multi-scenario tested over 130
requested/department approved enhancement support tickets for
development to implement
Standardized business processes in CRM platform
for newest franchising brand.
Business Support Center Team Lead05/2014 to 07/2015ShelfGenie & Outback GutterVacAtlanta, GA
Lead the company's call center of 10 agents to ensure incoming calls were answered and outgoing calls to customers were made daily following the correct script.
Created training resources to aid in employee training, retention, and advancement
Executed monthly quality control report process which included feedback for all agents and provided suggestions for customer service improvements
Developed relationships with brand franchisees by handling difficult issues with professionalism and having an openness to suggestions
Aided in the development of new CRM processes to increase the accuracy and efficiency of the department
Responsible for troubleshooting CRM issues that were reported by franchisees and internal client issues
Point of contact for escalated customer service inquiries/issues that team members received.
Business Support Center Agent08/2012 to 04/2014ShelfGenie & Outback GutterVacAtlanta, GA
Achieved 90% close rate on incoming customer calls and frequent top scorer for quality in incoming calls.
Repeatedly recognized for excellent customer service and initiative.
Increased lead follow-up from 100 to 150+ leads daily, while being respectful of their time zone.
Assisted Franchisers and their teams with product or process inquiries.
Bachelor of Arts: International Affairs December 2014Kennesaw State UniversityKennesaw, GA