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senior support specialist resume example with 6+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

Versatile Support Specialist with background successfully executing diverse tasks to meet deadlines. Highly skilled at communicating with colleagues, monitoring status and achieving key milestones. Enthusiastic problem solver and talented team player with superior planning and decision-making skills.

Accomplishments
  • Collaborated with team of 12 in the development of Salesforce.
  • Resolved product issue through consumer testing.
  • Executed over 12 events in 2019.
  • Built strong relationships with partners such as chamber of commerce(s), media, caterers.
Skills
  • Highly Professional
  • Active Listening
  • Issue and Resolution Tracking
  • Error Detection
  • System Performance Assessment
  • Collaborative Team Player
  • Analytical and Methodical
  • Software Evaluation
  • Interpersonal Skills
  • Database Management
  • Project Coordination
Work History
Senior Support Specialist, 05/2020 - Current
Bio-Techne Houston, TX,
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Collected, aggregated, verified and monitored trend data.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Assisted Special Assistant and Executive Assistant with all support needs.
  • Maintained CRM and contact database records with accuracy and efficiency.
  • Monitors systems in operation and input commands to troubleshoot areas.
  • Uses Workday to create and updated tracking documents.
  • Assists in strategic planning and execution of Executive Outreach.
  • Liaises to C-level offices to manage relationships between initiatives.
  • Devised solutions to operations issues related to CRM and Salesforce, working closely via phone, email, live chat and web teleconference.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Partners with organizations to curate events within the community.
  • Analyze metrics on executive and organizational reach.
  • Manages dual contact database with an average of 160 entries a month.
  • Built relationships with others based upon trust and honesty by using active listening and dynamic communication skills.
  • Increased awareness of and supported participation in self-help and advocacy organizations.
  • Provides ongoing assessment, problem-solving and skill teaching to assist individuals with activities of daily living.
  • Serves as resource to support help desk requests.
  • Attended classes and seminars to enhance knowledge of equipment and operating systems.
Senior Support Specialist, 07/2019 - 05/2020
Bio-Techne Kansas City, KS,
  • Managed complex calendar scheduling with focus on proper allocation of executive availability.
  • Prepared meeting agendas and briefing papers for members of board of directors and executive team.
  • Screened calls and emails and initiated actions to respond or direct messages for managers.
  • Coordinated and executed special projects.
  • Created regular reports and updated internal databases.
  • Allocated executive tasks and managed complex calendars and administrative functions.
  • Produced accurate office files, updated spreadsheets and crafted presentations to support executives and boost team productivity.
  • Developed and maintained automated alert system for upcoming deadlines on incoming requests and events.
  • Created expense reports, budgets and filing systems for management team.
  • Transcribed minutes of meetings and executed meetings and events for company to support sales, business development and senior management teams.
  • Created and managed office systems to efficiently deal with documentation.
  • Coordinated events and worked on ad hoc projects.
  • Executed on-time and under-budget project management on complex issues for senior leadership.
  • Coordinated schedules and timelines for all events.
  • Evaluated existing plans, processes and events planning services to identify opportunities for improvement.
  • Selected and ordered décor and event materials.
  • Supported senior leadership by developing status reports on activities related to planning, scheduling, cancellation, inquiries, resourcing, risk mitigation and proposal development for various events.
  • Streamlined event efficiencies by accurately coordinating and managing customer itineraries.
  • Solicited feedback from clients to assess event success and uncover opportunities for improvement.
  • Managed event logistics and operations.
  • Liaised with marketing and PR colleagues to promote special events in social calendars.
  • Strategized long-term business needs while driving attendee feedback for process improvements.
Senior Program Coordinator, 10/2017 - 01/2019
Columbia University New York, NY,
  • Orchestrated smooth and efficient program development by collaborating cross-functionally across departments.
  • Gathered and organized printed materials required for program participation.
  • Created project roadmaps for staff, defining specific milestones and timelines to encourage timely project completion.
  • Analyzed project costs to confirm positive return on investment (ROI) for new proposals.
  • Oversaw multiple simultaneous projects, maintaining high levels of quality and producing detailed requirements and process improvement logs.
  • Managed all administrative and logistical functions for System program.
  • Checked compliance with Service Level Agreements (SLAs) across entire project.
  • Authored best practice guidelines to all participating project members, setting policies and protocols to maximize efficiency and reduce risk.
  • Facilitated communication between departments to enhance project success.
  • Managed full-cycle project development execution, maintaining strict quality control parameters throughout.
  • Handled risk management and change management duties on projects with active liability concerns.
  • Followed up on change orders to ongoing projects, confirming necessary alternation completions occurred on time.
  • Defined onboarding process for new project members, communicating regularly with other departments to coordinate schedules.
  • Created project tracking database to provide central repository for all progress and fault monitoring efforts.
  • Gathered project data and input details into Microsoft Project.
  • Coordinated with finance department to deliver timely billing for milestone events during project development.
  • Administered weekly project management meetings to align support staff priorities with management goals.
  • Published monthly progress reports, updating senior leadership and stakeholders on overall project development.
  • Functioned as primary liaison between program team and management committee, leading seamless coordination between teams.
  • Tracked hours and expenses to keep project on task and within budgetary parameters.
  • Coordinated presentations for customers and project members to detail project scope, progress and results.
  • Collaborated with project leaders to comply with accounting needs for project maintenance requirements.
  • Arranged events by overseeing logistics, budgets, venue selection and activity planning.
  • Led onboarding activities for 10 employees to equip staff in daily responsibilities
  • Oversaw 8 projects from concept through final delivery.
Executive Assistant to the Chairman and CEO, 03/2012 - 05/2015
Impellam North America City, STATE,
  • Managed executive calendars, correspondence, confidential communications, events, expenses, files, and special projects; and oversaw travel arrangements for 300+ employees.
  • Collaborated with executive team to achieve strategic goals and develop initiatives; supervised 12-member administrative team; and organized meetings, magazine editorials, and special events for high-profile clients.
  • Produced weekly/monthly business summaries and financial reports; and served as assistant project manager for successful implementation of expense/travel tool (Concur Solutions), StarLeaf telepresence systems, and reconstruction of American Express corporate program.
  • Assisted CEO and CFO with highly confidential documentation and communication; provided strategic support to executive C-suite; and served as project manager for 6-month office consolidation project across the United States. and coordinated conferences and monthly meetings.
Education
Bachelor of Science: Business Administration, Expected in 05/2024
-
Strayer University - Richmond, VA,
GPA:
Status -
Affiliations
  • Project Management Institute
Additional Information

ChamberRVA sponsored HYPE initiative Ambassador; Recently graduate from ChamberRVA's MentorRichmond program; Member of Salesforce Business Advisory Group.

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Resume Overview

School Attended

  • Strayer University

Job Titles Held:

  • Senior Support Specialist
  • Senior Support Specialist
  • Senior Program Coordinator
  • Executive Assistant to the Chairman and CEO

Degrees

  • Bachelor of Science

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