Christina Borman Email & Phone Number

Alexandria, Ky

Responsible for managing all aspects of daily shift operations, including overseeing a team of 25 employees, ensuring compliance with safety protocols, and maintaining exceptional customer service. Handled key functions such as cash management, labor cost control, time management, and employee training while driving efficiency and performance. Ability to quickly adapt and lead in a fast-paced environment earned a promotion within 2 months.▪ Implemented new shift scheduling processes that reduced shift transition downtime by 15%, ensuring smooth operations and improved customer satisfaction.▪ Spearheaded a training initiative for new hires that cut onboarding time by 20%, allowing team members to contribute more quickly to daily operations.▪ Led efforts to maintain strict compliance with food safety and hygiene standards, achieving a 100% pass rate in quarterly safety audits, comparable to maintaining IT compliance and system security.▪ Monitored labor costs and made real-time adjustments during shifts, resulting in a 10% reduction in labor costs without compromising service quality, showcasing effective resource management and troubleshooting.

Cincinnati Metropolitan Area

Consistently exceeded safety protocols and maintained the highest level of professionalism distinction. Delivered exceptional customer service, reflecting commitment to efficiency, safety, and customer satisfaction.▪ Maintained 4.99 out of 5-star customer rating by providing top tier service, mirroring the customer service focus required in IT support to resolve technical issues effectively and ensure user satisfaction.▪ Achieved an acceptance rate of over 95%, demonstrating a commitment to responsiveness and efficiency.▪ Sustained a cancellation rate below 2%, showcasing reliability and the ability to manage tasks and resolve issues proactively.

Independence, Ky

Provided second-level technical support for educational software, assisting an average of 25-30 clients daily. Resolved complex technical issues for professors and instructors, escalated unresolved problems to tier 2 support or developers, and collaborated with the sales team to facilitate training for new clients. Contributed to training documentation and helped establish a local queer employee resource group (ERG) from the ground up.▪ Resolved 95% of technical issues at the second level, reducing escalations to tier 3 by 20%, improving support efficiency and reducing downtime for users.▪ Achieved 98% customer satisfaction rating by delivering prompt and thorough support to professors and instructors, demonstrating strong customer services skills critical for IT support.▪ Managed a daily support queue, addressing 25-30 technical issues per day and consistently met SLAs by resolving tickets within an average of 24 hours, improving overall response times by 15%.▪ Collaborated with tier 3 support to update and refine training documentation, resulting in a 15% reduction in common support ticket errors and faster onboarding of new support agents.

Cincinnati, Ohio

Managed technical support for automotive software used by dealerships and repair shops, handling a workflow of approximately 15 clients. Responsible for resolving issues from start to finish, ensuring timely and effective solutions for a wide range of technical problems. ▪ Streamlined issue resolution processes, reducing the average ticket closure time by 25%, ensuring faster response times for critical dealership software issues.▪ Maintained 95% customer satisfaction rating by providing timely and effective technical support, showcasing strong customer-service skills.▪ Managed workflow of 15 clients simultaneously, consistently meeting or exceeding SLAs with a 98% on-time deliverable rate.

Hebron, Ky

Provided technical support for clients by addressing issues through calls and chats, managing up to 100 client requests during outage periods. Resolved a wide range of technical problems, from setting up hardware to resetting passwords while documenting and escalating complex issues to tier 2 and tier 3 support as needed. Contributed to the development of new chat and ticketing systems and played a key role in onboarding new employees within the department, ensuring a smooth integration into the support team. ▪ Achieved a 90% first contact resolution rate for technical issues, effectively addressing client needs and reducing the number of escalated tickets to tier 2 and 3 support by 30%▪ Maintained a customer satisfaction score of 95% by providing timely and efficient support, demonstrating strong customer service skills essential to IT roles. ▪ Developed and updated training documentation for new chat and ticketing systems, resulting in a 20% decrease in common user errors and enhancing the overall efficiency of the support team.

Cincinnati, Ohio, United States

Provided third-level support for credit and debit card products, managing complex customer issues and ensuring accurate issuance of payment forms and rewards balances. Responsible for creating and maintaining documentation for all bankcard processes, and played a key role in training new employees and cross-training existing staff. Served as the Subject Matter Expert during the transition of the Rewards program, assisting in project management with insights on existing bankcard products.▪ Developed and implemented a comprehensive documentation system for bankcard processes, improving information retrieval speed by 40% and enabling quicker training for new hires. ▪ Successfully trained 15 new employees and cross-trained 20 existing staff members within a 3 month period, reducing onboarding time by 30% and enhancing team productivity. ▪ Improved customer issue resolution rates by 25% through effective documentation and training, enabling the team to resolve third-level support queries efficiently.

Norwood, Oh

▪ Assist customers with account creation and maintenance while providing a personalized client experience▪ Walk clients through a personalized shopping experience while troubleshooting client and website issues, and promptly replying to client calls and emails▪ Led the coordination between multiple office locations nationwide to roll out local office fulfillment for retail contract ▪ Completed Agent Development track education and development plan for call center agents and team leads

Computer Information Technology

Associates, Information Technology

Activities and Societies: Business Professionals of America 2008-2010