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Skills

  • Team management
  • Continuous operational improvement through data-driven insights
  • Agent Turnover Reduction Strategies
  • Cost reduction strategies
  • Change management within call center operations
  • Cost efficiency in procuring call center technologies
  • Business operations
  • Process improvement
  • Employee Engagement Initiatives
  • Agent coaching and mentorship

Work Experiences

  • Aligned sales and support teams.
  • Collaborated with cross-functional teams to launch new Microsoft Excel support services, improving call center response times by 11% in the first the past year.
  • Championed the development of a quality assurance program.
  • Was in charge of client and personnel appointment scheduling and itinerary coordination.
  • Used regular correspondence and scheduled status updates to communicate corporate objectives across all divisions.
  • Championed the development and execution of a comprehensive quality assurance program, resulting in Innovation Award for excellence in service delivery in 2018.
  • Achieved a 78% reduction in escalated calls.
  • Was in charge of the CRM database, which included troubleshooting, maintenance, updates, and the creation of reports.
  • Achieved a 61% reduction in resolution times.
  • Achieved industry-leading NPS scores.

Summaries

  • Achieved 24% cost reductions with vendors.
  • Accomplished Call Center Director recognized for reducing agent turnover by 68% through the introduction of an employee engagement program focused on open communication and feedback.
  • Professional in office management and administration with 8 years of experience maximizing productivity, efficiency, and service quality in a variety of settings.
  • Adobe Creative Suite expert with database management experience.
  • Staff, resource, and day-to-day operations are well-coordinated by this expert.
  • Ensures operational and service excellence by working effectively with cross-functional teams.
  • Achieved a 30% boost in first-call resolution rates.
  • Independently solved problems and kept teams on task to handle a variety of business requirements.
  • Within Childcare, senior Call Center Director and outstanding performer in stakeholder engagement and quality assurance.
  • With 17 years of Childcare experience, I am a well-organized Administrative professional with excellent multitasking abilities.

Accomplishments

  • Led negotiations for upgrades of CRM software licensing with a projected savings of over $11,000 annually while enhancing usability for call center reps.
  • Introduced shift scheduling automation tools (ServiceNow), which optimized workforce uptime and decreased shift conflicts by 78%.
  • Created, implemented, and monitored financial spend policies which led to 35% annual savings on operational costs across all centers.
  • Processed and analyzed customer activity data from 7 sources in collaboration with business intelligence teams, leading to actionable recommendations for system improvements.
  • Organized monthly cross-departmental review sessions promoting knowledge sharing, ultimately lowering error rates in escalated case handling by 54%.
  • Reduced average response time to customer requests from 18 months to two years by reengineering the call flow and implementing real-time performance tracking tools.
  • Built and managed a recognition program that improved staff engagement by 59%, which led to measurable improvements in first-call resolution percentages.
  • Achieved 63% year-over-year growth in customer satisfaction (CSAT) by implementing comprehensive agent training initiatives and real-time feedback mechanisms.
  • Integrated a state-of-the-art workforce management tool (Tableau), leading to a 18% improvement in staffing accuracy and reduced overtime costs.
  • Authored and implemented quality assurance processes, ensuring compliance with external auditing requirements and achieving an average 23% quality score across all centers.

Affiliations

  • Society of Women Engineers
  • Human Capital Institute (HCI)
  • Customer Contact Association
  • Society for Human Resource Management (SHRM)
  • The Customer Success Association (CSA)
  • ContactCenterWorld
  • Lions Club
  • Global Association for Customer Service Excellence
  • Workforce Optimization Professional Network
  • American Marketing Association

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified in Production and Inventory Management (CPIM) by APICS
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Public Accountant
  • Certified Customer Contact Manager by RCCSP
  • Certified Call Center Manager (CCCM) by RCCSP
  • Dale Carnegie Leadership Certification by Dale Carnegie Training
  • Certified in Customer Service Quality (CCSQ) by process
  • Contact Center Leadership Certification (CCL) by HDI
  • Certified Technology Specialist: Contact Center (CTSP) by AVIXA

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