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.
• 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.
• 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.
• 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.
• 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.
• 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