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Customer Support Resume Example

Resume Score: 90%

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CUSTOMER SUPPORT
Professional Summary

Market Research Project Manager Highly motivated customer focused client services specialist with experience working in a SaaS start-up environment with clients as well as internal operations teams. Experience managing multiple projects from initiation through finish with constant attention to detail, timelines, specification changes, budgets, and final deliverables. Value to the Organization Project Management: Decision making, scheduling, troubleshooting, attention to detail, quality control, risk management meeting deadlines and building relationships across departments to successfully deliver results. Market Research: Experience creating surveys, analyzing data and preparing results using Qualtrics and SurveyMonkey. Completing M.S., Marketing Research, University of Texas, Arlington, 2019. Client Management: Outstanding interpersonal and communication skills. Ability to provide exceptional service and address the needs of demanding clients. Ability to build rapport and establish trust. Social Media: Experience developing social media campaign by creating media presence on social media platforms including Twitter, Facebook and LinkedIn. Technical Proficiency Microsoft Office suite Salesforce, QuickBooks, MailChimp and Zoom Web conferencing. Highly motivated customer focused client services specialist with experience working with clients as well as internal operations teams. Adept at managing multiple projects and delivering under tight deadlines. Technically proficient at creating surveys and analyzing results using Qualtrics and SurveyMonkey. softwareExceptional project management skills including scheduling, troubleshooting, attention to detail, and quality control. Outstanding interpersonal and communication skills and ability to build relationships across departments in order to facilitate the successful execution of projects. adept at developing social media campaigns by creating a media presence on leading social media platforms including Twitter, Facebook and LinkedIn. Market Research Project Manager | Opportunities The role of a project manager is to consistently execute and deliver the highest level of customer satisfaction for both, internal and external clients while maintaining the speed and accuracy required in a dynamic environment. Our Projects Managers have a core competency of the internal tools and processes to efficiently utilize the company's resources, ensuring all projects are successful from start to finish. The job requires an organized, detail-oriented individual who can successfully manage multiple projects in a fast-paced, rapidly changing environment. Essential Duties and Responsibilities Maintain full project ownership in delivering (but not limited to) low to mid-complexity custom market research projects with a project duration typically between 24 hours to one month Manage expectations and deliver the highest level of services in an ever-changing, fast turnaround environment Is able to communicate clearly and effectively at all levels Proficient technical aptitude to build expertise with various market research tools specific to the company and the industry Build effective, professional working relationships with our clients, providing them guidance and advice where appropriate as it relates to Research Now's products and services Ability to manage stress while trouble shooting a range of issues in high-pressure situations Ensure project task activities are completed through personal production, internal support teams (such as survey programming, client development, etc.), and vendors (such as translators, etc.) Tasks may include: Testing online survey links Sampling Set-up and monitor reports to evaluate key project metrics Ensure quality measures are followed Updating clients regularly on project progress Ensure key project performance metrics such as project profitability meet or exceed established guidelines Proactively anticipate, troubleshoot, overcome, and/or escalate project challenges in a timely manner Effectively communicate both as an individual and as part of a client-facing project team Effectively communicate both as an individual and as part of a client-facing project team Other duties may be assigned Knowledge and Skills Required Strong attention to detail, organizational and able to be accountable for actions. Always strives to deliver results by being solution oriented and a team player. Ability to be flexible and embrace change to help make the business successful. Takes feedback well and learns from mistakes while being able to use past experiences to help direct and guide other employees. Ability to identify issues, lead troubleshooting endeavors, and escalate when efforts have been exhausted Prompt, proactive, and consultative project management with focus on solutions for clients and team members Can clearly and effectively communicates project metrics, timelines, and other details pertaining to hand offs to colleagues Ensure survey quality using current market research methodologies. Willingness to continue growing and developing skills pertaining to the market research industry and Research Now specific initiatives Commitment to meeting the expectations and requirements of internal and external stakeholders Ability to respond and relate well to peers and to those in positions of authority Energetically pursues tasks he or she sees as challenging Pursues his or her work with energy, drive, and a need to finish Ability to zero in on the critical few tasks, and puts the trivial many aside Has and uses the required functional and technical knowledge and skills to do his or her job at a high level of accomplishment Learns quickly and independently in the context of an activity; seeks opportunities to extend and deepen learning Effectively copes with change and shifts gears comfortably Embraces our core values: Work together as 'one team' - shares ideas, knowledge and talents Play to win - ambitious, acts with a sense of urgency and makes the most of their abilities Deliver the highest quality - puts quality at the heart of all of their activities Continuously improve Have fun and enjoys the journey Do the right thing, even when the right thing is hard Take accountability for their actions Build trusting relationships - internally and externally Give back - committed to making a positive difference Experience Experience in market research strongly desired Experience in a customer service environment desired

[Job title] with [Number] years experience. Areas of expertise include [Skills].

Experienced [Job title] professional with strong leadership and relationship-building skills.

Skills
  • Extremely organized
  • Powerful negotiator
  • Self-motivated
  • Team liaison
  • Project management
  • Team leadership
  • Strong verbal communication
  • Staff development
  • Conflict resolution
  • Client assessment and analysis
  • Data management
  • Risk management processes and analysis
Work History
Customer Support, 11/2015 to Current
NEPRIS INC
  • We had a client, lead teacher representing a school in Irving Texas.
  • Her demanding ways were well known in the company and no one wanted to deal with her.
  • By chance, I was given her case, Action: I handled her demands patiently.
  • Once I understood her working methods, I would proactively send her updates so that she would not be the one making demands/calls all the time.
  • I would patiently listen to what she needed and address her needs in a timely manner.
  • Results: She became one of our biggest advocates and went on to speak highly about Nepris at all education forums, promoting us and urging other schools in the district to sign up with us, which they did.
  • Client Relationship Management: Rebuilt and managed relationship with a key decision maker and user of the Nepris service.Determined her preferred method of communication and addressed her needs within the established deadline.
  • Key client became an advocate promoting and recommending our services to other schools and at conferences.
  • 2.
  • Situation: These past few months we had a librarian Veronica Barajas set up one on one sessions for her students.
  • These sessions invariably overlapped and had to be conducted simultaneously.
  • Action: I helped the teacher with the technology, handled the successful login of students and presenters calmly.
  • Result: This librarian was so impressed with Nepris, she wants to now have other librarians in the entire district be able to use the service.
  • So much so, that she has set up the meeting for end of May and she asked me to speak to the librarians about Nepris, saying that I was the first person at Nepris that she thought of.
  • I was so honored to be asked to do that.
  • Problem Solving: Selected to troubleshoot a project that required Nepris to schedule and provide simultaneous training sessions for students.
  • Successfully developed, implemented a more effective solution while providing technical support to users.
  • Client subsequently requested that this initiative be presented and launched across the school district.
  • 3.
  • Situation: Louisiana has a Microenterprise program, where high schoolers are required to share their assessments with industry professionals.
  • These professionals need to be in the field of the student's choice.
  • We were given hundreds of requests and were inundated with filling these sessions.
  • There was a huge strain on manpower to fill the sessions and man the sessions.
  • Action: I took it upon myself to club like sessions together.
  • Depending on the profession and time requested, I went through all these 100's of sessions and combined the ones that we could.
  • So that we would have 1 professional speaking/mentoring 3 students at a time.
  • Result: This saved us a lot of time and effor Project Management: Spearheaded the implementation the final phase of Louisiana's Microenterprise program, when required students to share self-assessments with industry sector professionals.
  • Developed a database to house information on students, industry sector and availability of professionals.
  • Analyzed these data and created a system that enabled a small finite number of professionals to conduct sessions with a population of over xyz students in order to meet state requirements.
  • BluSynergy: Situation: We had a needy client, who wasn't paying us all that much but needed a lot of support.
  • His incessant questions were driving my boss crazy, to a point where he was short with him and this client was not happy and wanted to terminate the contract with us Action: He was passed over to me to help him terminate the contract.
  • I spoke with him calmly and patiently and understood his issues.
  • His was a small business owner and he was really scared about using this billing software that he felt was complicated.
  • I explained the system to him again and gained his confidence.
  • Result: He stayed on with us.
  • It was a small amount of $100 per month but I think this was a great achievement for me.
  • I remember the day this happened.
  • Client Relationship Management: Assigned to demanding client who was threatening to cancel the billing software contract.
  • Met with client to understand the issues which were identified as uncertainty about in our software training and support.
  • Addressed his concerns, built long term relationship and obtained long term contract.
  • L Situation: BluSynergy was a small startup when I started working with them.
  • We were only 3 people in the company.
  • Our first big client was a million dollar company called Optimal Blue.
  • This was a make or break client.
  • The company wanted someone from the team( they might have thought we were a bigger company) to go into their office for a Q and A session with their top Financial executives.
  • Action: I was called into do this jobas we didn't really have anyone else.
  • I was really nervous.
  • But learnt about their company and went in to their offices and answered all their questions.
  • This was top management! Results: They signed on with us.
  • They pay BluSynergy about $15000 a month and are still a client.
  • I actually have their top execs endorse me for Account management on my LinkedIn without me even asking.
  • I feel proud of this accomplishment of mine.
  • Account Development & Management: As member of 3 person start up, selected to present product offering and conduct Q &A with $1 million prospect's senior management team.
  • Resulted in an annual contract of $1.8M.
  • Situation: I was in customer support in Blusynergy.
  • As we kept growing.
  • I realized that a lot of my time went in answering the same questions over and over.
  • Action: I took it upon myself to start creating a userguide doc saved on Google drive that would help me with this.
  • Result: This saved me so much time and it eventually became the basis of their formal user guide docs.
  • Created a formal User Guide document (Google Drive) to alleviate the need continually answer the most frequently asked questions.
  • Reduced the frequency of calls to the support center and number of staff needed.
01/2010 to 10/2015
BLUSYNERGY, LLC
  • SaaS based subscription billing platform.
  • Represented the company at trade association meetings to promote new and existing products, establishing market presence and helping with lead generation.
  • Client Relationship Management: Assigned to demanding client who was threatening to cancel the billing software contract.
  • Met with client to understand the issues which were identified as uncertainty about in our software training and support.
  • Addressed his concerns, built long term relationship and obtained long term contract.
  • Account Development & Management: As member of 3 person start up, selected to present product offering and conduct Q &A with $1 million prospect's senior management team.
  • Resulted in an annual contract of $1.8M.
  • Customer Support: Created a formal User Guide document (Google Drive) to alleviate the need continually answer the most frequently asked questions.
  • Reduced the frequency of calls to the support center and number of staff needed.
  • KEY RESEARCH AND SOCIAL MEDIA PROJECTS.
01/2018 to Current
Privo Corporation
  • A mortgage and loan processing company based in Austin, TX seeks to enter the loan origination and processing systems market.
  • Lead research effort which includes:.
  • Building and executing survey using Survey Monkey, to understand the current loan origination and processing systems that are in use.
  • Run analysis on data using SPSS, to ascertain factors that contribute to the popularity of current products.
  • Analyze the data and provide meaningful insights, in terms of a customer story, on the unmet needs of the market.
Content Manager, 08/2015 to 09/2016
SOCIAL MEDIA AWARENESS CAMPAIGN BluSynergy India
  • built and executed their social media strategy to achieve superior customer engagement, website traffic and lead generation by strategically exploiting all aspects of the social media road map.
  • .
  • Generated, edited publish and shared daily content (original text, images, video or HTML) that built meaningful connections.
  • mproved the company brand by capturing and analyzing the appropriate social data/metrics, insights and best practices, and then acting on the information.
Skills
Account management, billing, business owner, conferences, content, Client, customer service, Customer Support, Client Support, database, driving, senior management, filling, Financial, HTML, librarian, loan origination, loan processing, market, Marketing, meetings, mentoring 3, office, Problem Solving, Project Management, speaking, Qualitative Research, Relationship Management, RESEARCH, software training, SPSS, strategy, teacher, technical support, troubleshoot, video, website
Education
M.S: Marketing Research, 2019
University of Texas - Arlington, TX
Marketing Research Advanced Methods for Analytics, Research for Marketing Decisions, Qualitative Research, Advanced Research Analytics
Bachelor of Science: Business Administration, Bangalore University -
Business Administration
Additional Information
  • Story # 1: A/C: kj;lkj;lkj;lkjlkj;kjkj;lk Action:jkkj;kj;kl Result:;lkj;lkj;kj Story 2.
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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.

Resume Overview

Companies Worked For:

  • NEPRIS INC
  • BLUSYNERGY, LLC
  • Privo Corporation
  • SOCIAL MEDIA AWARENESS CAMPAIGN BluSynergy India

School Attended

  • University of Texas
  • Bangalore University

Job Titles Held:

  • Customer Support
  • Content Manager

Degrees

  • M.S : Marketing Research , 2019
    Bachelor of Science : Business Administration ,

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