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Skills

  • Regulatory compliance
  • Cross-functional team leadership
  • Framework equipment
  • Cloud migration strategies
  • Agent Retention Strategies
  • Database administration
  • Team building
  • MS Office
  • Customer Care Optimization Strategies
  • Project organization

Work Experiences

  • Supervised and guided new employees, and I responded quickly to questions, which improved understanding of job responsibilities on team leadership and budget management.
  • Achieved a year-on-year increase of 35% in customer loyalty.
  • Was in charge of program files and records for 9 clients, as well as following security procedures to prevent data breaches and misuse.
  • Intervened between Director of Call Center Operationss during arguments and diffused tense situations using process improvement and cross-functional collaboration.
  • Achieved a 21% reduction in under-utilization of staff.
  • Organized corporate and office conferences for company employees and guests.
  • Kept accurate, current, and compliant financial records by monitoring and addressing variances.
  • By automating client correspondence, record tracking, and data communications, I was able to improve office operations.
  • Achieved record customer satisfaction ratings in Raleigh.
  • Aligned training content with customer feedback.

Summaries

  • Asana expert with database management experience.
  • Looking for a management position with a company in the Childcare sector.
  • Childcare administrative office management, related regulatory guidelines, and cross-functional collaboration certified CPA and Director of Call Center Operations.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Recruiting established talent in workflow optimization and budget management for Director of Call Center Operations.
  • In fast-paced environments, this tireless team player is known for remaining poised and calm.
  • Achieved $17 in contract savings.
  • Independently solved problems and kept teams on task to handle a variety of business requirements.
  • Achieved a 15% improvement in agent performance.

Accomplishments

  • Collaborated with the IT department to establish a mobile-friendly customer support platform, leading to a 47% boost in customer satisfaction ratings.
  • Resolved product issue through consumer testing.
  • Collaborated with team of 7 in the development of method.
  • Introduced workforce management strategies that optimized scheduling and reduced agent downtime by 46%, leading to improved operational efficiency.
  • Built training programs that slashed onboarding times by 69%, contributing to higher staff retention rates.
  • Led quality assurance program development, significantly improving customer satisfaction ratings by 19% within the past year.
  • Collaborated with internal departments to update FAQs and knowledge bases, resulting in an 15% accuracy improvement in self-service support.
  • Established training initiatives that improved new hire performance by 41% within several months after joining the team.
  • Streamlined call center operations management through the adoption of SAP, leading to a 18% reduction in operational costs.
  • Increased agent productivity by 67% through enhanced monitoring tools, and implemented tiered bonus structures tied to performance metrics.

Affiliations

  • American Marketing Association
  • Toastmasters
  • Customer Experience Professionals Association (CXPA)
  • Customer Contact Strategies Forum
  • National Business Process Outsourcing Association
  • Workforce Management Professionals Group
  • American College of Healthcare Executives (ACHE) — Call Center Operations in Healthcare
  • Portland Chamber of Commerce — Customer Experience Innovation Committee
  • Project Management Institute (PMI)
  • Customer Service Exchange Network

Certifications

  • Apple Certified Associate (ACA)
  • ITIL Foundation Certification
  • Business Intelligence Professional (BIP)
  • Certified in Quality Customer Service (CQCSP)
  • Certified Quality Analyst (CQA) by ICMI
  • Certified Workforce Planning Professional (CWPP)
  • Certified Call Center Manager (CCCM) by RCCSP
  • Certified Director of Operations (CDO)
  • Google Certified Professional Cloud Architect
  • Lean Six Sigma Green Belt Certification

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