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Skills

  • Agent Performance Evaluation
  • Change management strategies
  • Conflict resolution and de-escalation
  • Business Development
  • Problem resolution
  • Business Planning
  • Call center technology integration
  • Customer complaint resolution
  • Data-driven decision making
  • Call volume forecasting and planning

Work Experiences

  • Manufacturing service agreements and quality standards were negotiated by me.
  • Led an overhaul of the company's best practices, which resulted in significantly higher employee retention rates and a top-ranking as an industry leader.
  • Conducted supplier risk management assessments in order to evaluate the procedure program for senior management's planning purposes.
  • Achieved target goals 43% of the time.
  • Developed, managed, and implemented a business plan, as well as communicated the company's vision and goals to motivate teams.
  • Increased productivity by 4% while lowering staffing and operational costs.
  • Used performance data to evaluate and improve operations, as well as forecast needs and target current business conditions.
  • Used forecasting to figure out what changes needed to be made in the supply chain.
  • Created initiative and process reports on a regular basis to evaluate performance, adjust strategies, and keep operations agile and sustainable.
  • Led the company to a successful product launch and growth by developing an initial product roadmap and go-to-market strategy.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Costs were consistently reduced while profits were increased.
  • Assistant Call Center Manager with 3 years of successful performance reporting and workflow optimization experience.
  • Bringing 15 years of industry experience to Ironclad Systems, and ready to take on a challenging, growth-oriented role.
  • Dedicated to providing high-quality services and products.
  • To take on a new role in a system setting, I'm ready to offer exceptional leadership and planning abilities.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Accomplished Assistant Call Center Manager with a history of reducing call escalation rates by 57% through a combination of personalized coaching and mentoring. Adept at fostering high-level communication and collaboration between teams.
  • Professional with over 15 years of experience as a manager for a $12 18 months revenue-generating company.
  • Results-oriented, goal-oriented, and looking to apply my experience to the role of Assistant Call Center Manager.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led a team of 17 agents handling up to 14 customer calls per day, consistently maintaining 50% customer satisfaction ratings.
  • Analyzed employee satisfaction surveys, leading to targeted improvements in workforce engagement and reducing attrition rates by 25% within 2024.
  • Created and rolled out an incentive program for agents to exceed SLA targets, achieving 56% above-target service levels for 2021.
  • Pioneered the implementation of digital self-service tools that enhanced customer autonomy, resulting in 19% fewer inbound queries.
  • Mentored and coached 4 newly hired customer service professionals, accelerating their onboarding process and reducing time-to-productivity by 62%
  • Played a key role in resolving a major service outage, working cross-departmentally to restore services 57% faster than SLA requirements.
  • Maintained overall team adherence of 36% to new industry regulations following updates to compliance procedures I helped draft.
  • Resolved product issue through consumer testing.
  • Optimized call center scheduling practices, leading to a 54% increase in team productivity while staying within budget constraints.

Affiliations

  • National Association of Social Workers
  • International Association of Administrative Professionals
  • Customer Service Executives Roundtable
  • Cross-Functional Call Centers Leaders Group
  • Association for Talent Development (ATD)
  • International Association of Outsourcing Professionals (IAOP)
  • Call Center Managers Association
  • Women in Customer Service Leadership
  • Association for Supply Chain Management (APICS)
  • Association for Computing Machinery

Certifications

  • Certified Call Center Manager (CCCM) - ICMI
  • Workforce Optimization Expert - Verint
  • Cisco Certified Network Associate (CCNA)
  • Google Certified Professional Cloud Architect
  • CompTIA A+ Technician
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Omnichannel Agent - NICE
  • Certified Telework Productivity Specialist - RemoteCo
  • Google Analytics Individual Qualification (GAIQ) - Google

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