cpabeds32

Streamlined support operations by handling over 100 weekly inbound tickets, reducing average resolution time by 30%, and ensuring all issues related to account access, transaction failures, platform errors, claim disputes, and connectivity problems were addressed within SLA parameters. Implemented proactive troubleshooting protocols that decreased recurrence of common platform errors by 20%, leading to improved user satisfaction scores across a portfolio of high-value accounts totaling over $5 million in assets. Collaborated with cross-functional teams to develop targeted training materials for support staff, resulting in a 15% increase in first-contact resolution rates and maintaining rigorous SLA compliance at 100% during peak periods. Facilitated structured performance review sessions with cross-functional teams, resulting in a 20% reduction in issue resolution time and consistently maintaining CSAT scores above industry benchmarks of 85%. Streamlined documentation processes by updating over 150 SOPs, macros, and help articles quarterly, ensuring 100% accuracy and consistency across all customer support resources.

Maintained 99%+ uptime for critical production systems through proactive diagnostics, preventive maintenance, and real-time issue resolution, directly preventing operational disruptions and costly downtime. Provided comprehensive hardware and software support across all workstations including operating system recovery, driver management, performance optimisation, and user account administration. Conducted daily analysis of operational logs and system data, identifying patterns and anomalies and preparing structured management reports that supported data-driven decision making at the leadership level. Owned all IT operations independently without an external support team, demonstrating the self-motivation, accountability, and problem-solving ability that underpins strong client support performance.