Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Baron Washington

West Columbia,United States

Summary

Highly communicative Application Support Analyst with a background in providing attentive customer service and increasing customer retention by fostering long-term, strategic relationships. Purpose-driven professional with record as strong team player with exemplary multitasking skills. An extensive understanding of root causes for issues with appropriate solutions to problems and meeting customer desires. Simplifies complex topics and processes to make technical interactions less intimidating for average users.

Overview

6
6
years of professional experience
6
6
years of post-secondary education
4
4
Certifications

Work History

Application Support Analyst

02.2022 - Current
  • Maintain the Salesforce platform by monitoring support tickets and user issues
  • Identify and escalate application defects and priority issues to the engineer team via Jira
  • Guide clients on best practices within PrismHr software
  • Interact with clients to provide information in response to inquiries, concerns, and requests about products and services
  • Make customers and their needs a primary focus of one’s actions, developing and sustaining productive customer relationships
  • Generate and customize reports to export to Excel
  • Provide quick support & solutions to customers, reaching a steady 98% CSAT score
  • Collaborate with leaders & cross-functional teams as a customer advocate to integrate client
  • Assist the QA department in product testing
  • Effectively deal with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict
  • Knowledge of HRIS systems including payroll, benefits, and human resources
  • Provide detailed solutions to reported issues by clients utilizing our cloud – based payroll process software application (PrismHR)
  • Contribute to written documentation (Knowledge Base) within Salesforce and Jira
  • Provide occasional training for internal employees and externally for clients

Solution Specialist/Key Holder

Verizon
03.2018 - 10.2021
  • Resolved client issues quickly and efficiently to enhance overall customer satisfaction ratings
  • Elevated average Net Promoter Score (NPS) from 3.7 to a 4.3 storewide after implementing a new customer service training program
  • Leveraged marketing promotions to grow new consumer and business accounts
  • Analyzed client needs and presented value added solutions while showing customers how solutions could impact their lives
  • Exceeded monthly sales quota (130%) while performing in the top 10% of employees
  • Assisted clients with troubleshooting and programming of IOS and Android devices
  • Managed key accounts, ensuring productivity and accountability as well as accurate resolution to issues in a timely manner
  • Engaged with customers and maintained a clear understanding of Customer Success criteria, milestones, culture, and goals
  • Supported clients with technical support for current and past software releases on both IOS & Android platforms
  • Assisted clients with general support for hardware and network connections
  • Baron Washington, CSM - page 2
  • Created user groups and configured workflows to enable proper routing of leads to the marketing members via
  • Salesforce
  • Managed consumer and B2B accounts by providing clients with personalized solutions to fit their needs
  • Supervised employees to complete tasks and achieve goals
  • Managed the sales floor, answered guest concerns, and coached employees.

Customer Solutions (Subject Matter Expert/Team Lead)

Spectrum
08.2016 - 02.2018
  • Met all customer call guidelines including service levels, handle time and productivity
  • Managed the retention process for customers with a focus of reducing churn & increasing customer lifetime value
  • Created reports related to KPIs for manager review and assisted with other projects as needed
  • Collected source data to enter in ICOMS software
  • Bolstered customer retention by offering unique discount options and inspiring interest in new product lines, while achieving 120% of sales quota
  • Influenced customers to increase their cable package by upselling via product knowledge and added value
  • Updated customer orders from start to finish in an accurate and timely manner
  • Maintained up-to-date knowledge of cable product and service changes
  • Increased Monthly Recurring Revenue by upselling customers by negotiating contract renewals
  • Followed through on all critical inter-departmental escalations to increase customer retention rates
  • Monitored call volume and statistics to ensure adherence to scheduling and service level metrics

Education

Associate of Arts - AA - Business Administration and Management

Horry-Georgetown Technical College
08.2014 - 05.2016

Bachelor of Arts - BA - Information Management and Systems

University of South Carolina Upstate
01.2019 - Current

Skills

Customer Successundefined

Certification

Lean Six Sigma White Belt Certification - Aveta Business Institute

Timeline

Application Support Analyst

02.2022 - Current

Bachelor of Arts - BA - Information Management and Systems

University of South Carolina Upstate
01.2019 - Current

Solution Specialist/Key Holder

Verizon
03.2018 - 10.2021

Customer Solutions (Subject Matter Expert/Team Lead)

Spectrum
08.2016 - 02.2018

Associate of Arts - AA - Business Administration and Management

Horry-Georgetown Technical College
08.2014 - 05.2016

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Baron Washington