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Skills

  • Organization
  • Bookkeeping
  • Call review process enhancement
  • Documentation and control
  • Operational improvement
  • Agent performance score tracking
  • Strategic problem-solving
  • Process improvement
  • Employee retention strategies
  • Communications

Work Experiences

  • By automating client correspondence, record tracking, and data communications, I was able to improve office operations.
  • Kept accurate, current, and compliant financial records by monitoring and addressing variances.
  • Achieved an average reduction of 66% in hold times.
  • Established and developed a highly efficient and dependable administrative team by providing ongoing coaching and motivation and fostering career advancement.
  • Intervened between Assistant Call Center Supervisors during arguments and diffused tense situations using budget management and workflow optimization.
  • Effectively managed costs and billing, as well as financial discrepancies, by using metric software to organize account information.
  • Was in charge of the office inventory, which included ordering and requisitions, stocking, and receiving shipments.
  • Achieved 6 measurable improvements.
  • Aimed at improving customer experience.
  • Achieved Employee of the Year recognition.

Summaries

  • Achieved 100% successful audits in 2024.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • With over 7 years of experience in the Customer Service field, I am a well-organized Office Manager.
  • Supporting corporate level officers and senior management personnel with demonstrated expertise in financial and operational leadership, organized and efficient Assistant Call Center Supervisor.
  • Within Customer Service, senior Assistant Call Center Supervisor and outstanding performer in stakeholder engagement and team leadership.
  • Independently solved problems and kept teams on task to handle a variety of business requirements.
  • Excellent communicator and project manager with expertise in day-to-day operations, workflow improvements, and customer service.
  • Achieved 85% improvement in agent efficiency.
  • Ensures operational and service excellence by working effectively with cross-functional teams.
  • Support specialist and leader with advanced organizational, technical, and business acumen who is highly dependable, ethical, and trustworthy.

Accomplishments

  • Collaborated with team of 12 in the development of program.
  • Developed and implemented quality assurance frameworks that resulted in a 46% higher compliance rate across 4 monitored calls.
  • Utilized advanced reporting tools to identify key areas for efficiency improvements, contributing to a 30% reduction in overall working backlog.
  • Mentored and coached emerging supervisors in key leadership principles, successfully preparing 11 team members for promotion to supervisory roles.
  • Enhanced internal communication by developing a feedback loop for agents, ultimately boosting employee morale and leading to a 73% reduction in absenteeism.
  • Drove adoption of a new CRM system in collaboration with logistics, reducing average customer handling times by 17 seconds per interaction.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Reduced repeat call volume by 13% through the introduction of a new automated follow-up process for unresolved queries.
  • Analyzed call abandonment trends and implemented new call-routing protocols that reduced abandonment by 5%. The initiative delivered an estimated monthly savings of 3.
  • Assisted in the development of an AI-driven FAQ system that successfully reduced routine inquiry call volumes by 17%, helping agents focus on more complex cases.

Affiliations

  • Rotary International
  • Customer Service Professionals Network (CSPN)
  • Women's Leadership Network for Call Center Managers
  • International Council of Nurses
  • Customer Contact Week (CCW) Network
  • Customer Service Experts (CSE) Group
  • Association of Support Professionals (ASP)
  • Customer Experience Professionals Association (CXPA)
  • Toastmasters
  • Lions Club

Certifications

  • First-Call Resolution Specialist Certification - HubSpot
  • SHRM Certified Professional (SHRM-CP)
  • CompTIA Customer Service Specialist Certification (CCSC)
  • Certified Public Accountant (CPA)
  • Cisco Certified Network Associate (CCNA)
  • Leadership in Service Excellence - The Institute of Customer Service
  • ISO 9001:2015 Lead Auditor Certification - Quality Management Systems
  • Certified Call Center Manager (CCCM) - RCCSP
  • CRI Call Center Certification - Customer Relations Institute
  • Certified in Contact Center Quality Assurance (CCCQA)

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