Stephanie Sessions
Summary
Dynamic Senior Client Support Analyst with over 20 years experience
as a collaborative team player, known for adaptability and reliability.
Committed to enhancing client satisfaction through streamlined support processes and team collaboration. Eager to contribute to team success and further develop professional skills. Support specialist with extensive experience in client relations and issue management. Utilizes skills to understand and address user needs efficiently.
Overview
21
21
years of professional experience
Work History
Senior Client Support Analyst
UTHealth Houston - Children's Learning Institute
Houston, TX
05.2005 - Current
- Assisted with the onboarding for Special Projects, ensuring smooth transitions and minimizing downtime during implementation phases.
- Created detailed documentation for common support issues, reducing the need to direct client assistance requests.
- Coordinated with cross-functional teams to enhance service delivery process.
- Developed user guides and training materials for internal and external users.
- Enhanced client satisfaction by promptly addressing and resolving technical issues.
- Escalated critical user concerns appropriately while maintaining clear communication channels throughout problem-solving processes.
- Evaluated system performance metrics to identify areas for improvement in services offered.
- Handled sensitive data responsibly by adhering strictly to company privacy policies and industry regulations.
- Interacted with team members across departments to research and resolve user issues.
- Led initiatives to optimize workflows, increasing overall team efficiency.
- Led training sessions for team members, resulting in reduced ramp-up periods and higher overall staff performance levels.
- Participated actively in regular team meetings focused on continuous improvement of client support operations and service quality.
- Recognized as a top performer within the team due to consistent delivery of high-quality support services.
- Responded to all user inquiries and asked appropriate questions to facilitate resolution.
- Trained new team members on best practices for client engagement and support.
Data Collector: 2005-2006
Research Technician II: 2006-2007
Research Assistant I Non-Clinical: 2008-2012
Client Support Analyst: 2013-2014
Senior Client Support Analyst: 2015 - Present
Education
Business Management
Houston Community College
Houston, TXSkills
- Active Listening
- Adaptability & Flexibility
- Attention to Detail
- Client Rapport Building
- Goal Setting
- Issue Escalation
- Multitasking & Organizational Skills
- Problem Solving
- Strong Work Ethic
- Task Prioritization
- Team Building
- Teamwork and Collaboration
Accomplishments
- Achieved user satisfaction on CLI Engage and TECPDS platforms with accuracy and efficiency.
- Collaborated with Special Projects teams such as TSR Comprehensive, ITSN, Micro Credentialing, and Texas Rising Star.
- Documented support articles and How-To guides for internal and external users.
- Reviewed and resolved issues through performance testing.
- Resolved user inquiries through Office Hours Live Chat and Phone Line support.
- Team Lead of 6 staff members.
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
Senior Client Support Analyst
UTHealth Houston - Children's Learning Institute
05.2005 - Current
Business Management
Houston Community College