Danelle Skipper
Support Consultant
Pretoria
Summary
Dynamic Senior Support Specialist and Data Analyst at TriFour Health, recognized for enhancing customer satisfaction through expert technical troubleshooting and effective escalation management. Proven ability to lead workshops and mentor teams, driving continuous improvement and fostering collaboration. Skilled in network troubleshooting and committed to delivering exceptional remote support with a friendly, patient approach.
Knowledgeable in Software Support and Data Analysis with solid background in providing high-level support and resolving complex issues efficiently. Demonstrated success in enhancing customer satisfaction and improving operational processes. Proven abilities in problem-solving and effective communication.
Overview
19
19
years of professional experience
Work History
Senior Support Specialist and Data Analyst
TriFour Health
11.2011 - Current
- Served as a subject matter expert for the support team, providing guidance on escalated cases.
- Led workshops on various topics at industry conferences to showcase company expertise in our field of work.
- Conducted regular performance reviews, setting goals, and providing constructive feedback to drive continuous improvement.
- Collaborated with cross-functional teams to identify root causes of recurring issues and develop solutions.
- Championed best practices in ticket handling and case management, resulting in improved issue tracking accuracy.
- Delivered exceptional remote assistance using screen-sharing tools for faster troubleshooting resolution times.
- Managed high-volume support tickets while maintaining excellent customer service ratings.
- Contributed to product development efforts by providing valuable user feedback from support interactions.
- Enhanced communication within the support team through regular meetings, status updates, and collaborative tools usage.
- Improved customer satisfaction by addressing and resolving complex technical issues promptly.
- Proactively identified gaps in internal documentation, creating new materials or updating existing content accordingly.
Support Consultant in Retail Pharmacy Software
ProPharm Computers
Centurion
06.2006 - 10.2011
- Developed comprehensive training materials for new team members, ensuring a smooth onboarding process.
- Mentored junior consultants in best practices for providing exceptional customer service and technical expertise.
- Streamlined support processes for improved efficiency and reduced response times.
- Conducted regular performance reviews and provided constructive feedback, fostering professional growth among team members.
- Participated in regular team meetings to discuss ongoing projects, share best practices, and identify areas for potential improvement.
- Enhanced customer satisfaction by addressing and resolving technical issues effectively.
- Tailored support strategies to meet the unique needs of individual clients, promoting long-term success and client retention.
- Escalated critical incidents to higher-level support personnel when necessary for prompt resolution while maintaining clear communication lines with affected stakeholders throughout the process.
- Ensured adherence to industry standards by staying current on emerging technologies and trends in the field of IT support consulting.
- Provided remote assistance for off-site clients through various platforms including telephone, email, chat, or screen-sharing tools as needed.
- Collaborated with cross-functional teams to address complex client concerns and provide comprehensive solutions.
- Coordinated closely with sales teams to identify potential upsell opportunities during troubleshooting interactions with customers.
Education
High School Diploma -
2005
Skills
Remote support
Timeline
Senior Support Specialist and Data Analyst - TriFour Health
11.2011 - Current
Support Consultant in Retail Pharmacy Software - ProPharm Computers
06.2006 - 10.2011
Montana High School - High School Diploma,
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