A self-starter and results-driven professional with a proven track record in operations management, client support, and IT leadership. Experienced in roles including Operations & Client Support Lead, Application Support Specialist, Project Management Officer, CRM Support Specialist, and IT Supervisor. Adept at leading teams, optimizing processes, and delivering projects on time to support company objectives. A collaborative leader who drives productivity and operational efficiency while fostering team success.
As an Operations Support Team Lead professional for nearly two years, I was responsible for managing support tickets, offering both administrative and technical assistance, and escalating complex issues to ensure timely resolution. I played a key role in optimizing company operations and championing associated processes. My contributions also included creating valuable articles for the knowledge base to improve self-service, and I provided comprehensive support via phone and email.
A dedicated Project Management professional with 5+ years of experience ensuring project compliance and streamlined operations. Managed key administrative functions including database maintenance, document updates, and cross-departmental coordination to ensure operational efficiency. Organized periodic progress meetings while efficiently executing assigned tasks to support project timelines and deliverables.
In my four years as a graveyard shift Technical/Database Support professional (Level 1 and 2), I consistently resolved complex application issues and met Service Level Agreement (SLA) targets for ticket closure. I provided extensive chat and email support and thrived in a collaborative environment working with diverse teams.
As a CRM Specialist, I specialized in inbound lead management, expertly handling all email communication to ensure timely and professional engagement with potential clients. I also implemented effective follow-up strategies for lead nurturing and maintained high data integrity in Salesforce by accurately updating contact, opportunity, and contract records for sales tracking and appointment setting. Furthermore, I executed targeted email marketing campaigns using Yesware, which was seamlessly integrated with Salesforce to drive lead engagement.
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