Karen Delassin, Itil Email & Phone Number

• Fostered enduring relationships with key stakeholders across 25+ enterpriseclient organizations, establishing trust and loyalty through consistentcommunication and exceptional service delivery.• Proactively identified and resolved technical issues and roadblocks, leveragingcross-functional collaboration to ensure effective solutions and resourceallocation.• Developed Standard Operating Procedures (SOPs) for the team, ensuringconsistent and high-quality service delivery to clients across all interactions.• Played a leadership role in implementing and maintaining SOPs, providingguidance and training to team members to uphold service standards andenhance client satisfaction.• Played a pivotal role in maintaining high levels of client satisfaction and retentionthrough proactive communication, strategic problem-solving, and attentiveaccount management.

• Elevated customer experience by seamlessly addressing needs through diversechannels like email, live chat, and ticketing systems, ensuring prompt andeffective resolution.• Specialized in resolving complex issues including API integrations, ApplicationLifecycle Management (ALM), bug finds, and model building, ensuring optimalplatform performance for clients.• Demonstrated commitment to customer satisfaction by proactively identifying andresolving technical challenges and efficient communication• Leveraged extensive expertise to streamline processes and enhance overallsupport efficiency, contributing to improved client satisfaction and retention.

United States

• Provided adept technical support to customers, resolving issues such aspassword and PIN resets, online account updates, and guiding users throughaccount creation processes.• Achieved a high rate of first-call resolution, ensuring customer issues wereresolved efficiently and effectively.• Meticulously logged, monitored, and maintained incident reports within theRemedy and ServiceNow ticketing system, ensuring accurate documentation ofcustomer interactions and issue resolution steps.• Granted a Public Trust Clearance through the U.S. Department of State,demonstrating trustworthiness and suitability for handling sensitive customerinformation.

Provided comprehensive technical support for iOS devices, resolving customerissues and inquiries efficiently and effectively.• Demonstrated exceptional performance by handling over 50 calls per day,showcasing strong multitasking and problem-solving skills.• Streamlined customer support processes by expediting queue processing andmaintaining detailed, organized notes in the CRM system, enhancing overallefficiency and customer satisfaction.

Orlando, Florida Area

Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfactionMaintain detailed logs of interactions with customers, reported issues, and completed solutions along with any further actions required of management or necessary personnel

Bachelor Of Science - Bs, Cloud Computing

Certificate, Cybersecurity

Associate Of Science (As), Culinary Arts/Chef Training