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Skills

  • Federal guideline proficiency
  • Customer service
  • Project management
  • Regulatory compliance
  • Cross-functional collaboration
  • First Aid/CPR
  • Organization
  • Post office operations
  • Handling and sorting mail
  • Team leadership and supervision

Work Experiences

  • Actively contributed to corporate policy changes on sustainability, reducing center resource consumption by 77% and earning recognition from Cedar Works.
  • Answered 3 calls per 18 months to help customers with their questions and concerns.
  • Conducted quarterly performance reviews, achieving a 49% employee retention rate within the department through personalized development plans.
  • Continuous improvement advocate.
  • Achieved a 21% increase in positive customer reviews.
  • Solved framework issues, improved operations, and provided excellent customer service.
  • Achieved Outstanding Service Award for implementing waste reduction policies, saving $12 annually in center operational costs.
  • Adjusted service offerings.
  • Looked for industry trends on social media and through online sources.
  • Added 82% more traffic to the location.

Summaries

  • Highly receptive to customer needs and skilled at resolving grievances or complaints diplomatically.
  • Achieved a 84% improvement in staff efficiency.
  • Ambitious leader focused on driving operational growth and profitability by increasing center traffic by 71% and exceeding revenue expectations by $2.
  • Within Computers Software, senior Lead Center Consultant and outstanding performer in risk assessment and client relations.
  • Accomplished in leading cross-functional teams and successfully launching new services, growing traffic by 55% and surpassing revenue goals at multiple locations.
  • Boosted repeat business by 73%.
  • Consistently achieved business goals by launching new services, strategically increasing center traffic by 28% and surpassing financial targets.
  • Boosted revenue by $12.
  • Achieved a 34% reduction in client churn.
  • Achieved a 68% reduction in material costs.

Accomplishments

  • Developed advanced customer service handling scripts, reducing average call handling time by 78% and raising monthly satisfaction scores by 16.
  • Created and implemented employee development programs that increased team competency scores by 38% and reduced onboarding time for new hires.
  • Successfully launched initiatives that improved team morale, leading to an increase of 55% in employee engagement survey scores within 15 months.
  • Implemented digital branding strategies, resulting in a 75% increase in web traffic to the local store’s landing page.
  • Led a cross-functional task force to optimize resource allocation, reducing waste by 56% and lowering operational costs by $9.
  • Standardized operational procedures across 3 locations, leading to a 72% increase in consistency and customer satisfaction.
  • Increased sales revenue by $17 by guiding the integration of upselling techniques amongst staff.
  • Improved key operational metrics through the deployment of performance metrics reporting systems, resulting in 33% improvement in monthly reporting accuracy.
  • Optimized workflow by introducing automated tracking systems, boosting productivity by 77% and time-to-completion by three years.
  • Reduced employee turnover by 16% through tailored development programs and frequent one-on-one mentorship with team members.

Affiliations

  • National Federation of Independent Business (NFIB)
  • Association for Talent Development (ATD)
  • National Retail Federation (NRF)
  • International Association of Administrative Professionals
  • Freemason
  • Customer Service Institute of America (CSIA)
  • Lean Enterprise Institute (LEI)
  • Toastmasters
  • Institute of Management Consultants (IMC USA)
  • International Association of Business Communicators (IABC)

Certifications

  • CompTIA Network+
  • Customer Experience Professional (CCXP)
  • Certified Customer Experience Specialist (CCES)
  • Certified in IT Service Management (ITIL) Foundation
  • Cisco Certified Network Associate (CCNA)
  • Certified Customer Service Professional (CCSP)
  • Certified Digital Marketing Professional (CDMP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA Security+
  • Certified Call Center Manager (CCCM)

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