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Skills

  • Supervision
  • Client Communication Skills (B2B & B2C)
  • Team building
  • Documentation and control
  • Strategic planning
  • Agent Retention Strategies
  • Scheduling
  • First Aid/CPR
  • Cloud-Based Communication Systems
  • MS Office

Work Experiences

  • Achieved a 62% increase in quality assurance scores.
  • Achieved President's Club for Best Call Center Operations in 2022, following a 10% improvement in first-call resolution rates.
  • Used regular correspondence and scheduled status updates to communicate corporate objectives across all divisions.
  • Improved the organization's payment collection, AP/AR, deposit, and recordkeeping systems.
  • Effectively managed costs and billing, as well as financial discrepancies, by using method software to organize account information.
  • Kept accurate, current, and compliant financial records by monitoring and addressing variances.
  • Achieved Top Performer for Best Call Center Operations.
  • Intervened between Director of Call Center Operationss during arguments and diffused tense situations using process improvement and cross-functional collaboration.
  • Achieved a 19% reduction in abandoned calls.
  • Was in charge of client and personnel appointment scheduling and itinerary coordination.

Summaries

  • German and Japanese are both conversational.
  • With over 14 years of experience in the Childcare field, I am a well-organized Office Manager.
  • Clear understanding of client relations and workflow optimization as well as budget management training.
  • Support specialist and leader with advanced organizational, technical, and business acumen who is highly dependable, ethical, and trustworthy.
  • Achieved annual cost savings of $13.
  • Achieved $17 in contract savings.
  • Dedicated to learning, growing, and succeeding in Childcare.
  • Director of Call Center Operations is a multi-talented Director of Call Center Operations who is consistently rewarded for planning and operational improvements.
  • To meet project objectives, prioritize projects and multitask effectively.
  • Achieved Top Performer for Best Call Center Operations in 2017.

Accomplishments

  • Built training programs that slashed onboarding times by 69%, contributing to higher staff retention rates.
  • Documented and resolved standard which led to category.
  • Collaborated with team of 7 in the development of method.
  • Established training initiatives that improved new hire performance by 41% within several months after joining the team.
  • Pioneered customer sentiment analysis techniques that identified opportunities for service improvement, raising NPS by 82%.
  • Advocated cross-team collaboration, driving a personalized customer care initiative that boosted client retention by 75% year-over-year.
  • Reduced service-level breaches by 22% through rigorous real-time queue monitoring and resource reallocation strategies.
  • Spearheaded the automation of key processes, decreasing the average handling time by 30% without compromising service quality.
  • Reduced churn rate by 66% through the integration of advanced CRM tools and predictive analytics models over a several months period.
  • Implemented a comprehensive agent performance enhancement program, resulting in a 51% increase in first-call resolution metrics over one year.

Affiliations

  • Association for Supply Chain Management (APICS)
  • Toastmasters
  • Society for Customer Service and Support Professionals (SOCS)
  • Association for Computing Machinery
  • Association of Information Technology Professionals
  • International Association of Outsourcing Professionals (IAOP)
  • American Marketing Association
  • National Association of Call Centers (NACC)
  • Global Contact Center Industry Management Certification — process
  • Certified Call Center Operations Manager (CCCOP) — system

Certifications

  • CompTIA Security+
  • Certificate in Customer Relationship Management (CCRM)
  • Advanced Call Monitoring Techniques by Harbor & Co.
  • Cisco Certified Internetwork Expert (CCIE)
  • Advanced Vendor Management Certification
  • COBIT 5 Certification for IT Management
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Lean Six Sigma Green Belt Certification
  • Advanced Leadership Program by Meridian
  • Microsoft Certified Systems Engineer (MCSE)

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