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Skills

  • Policy and procedure modification
  • Data Management
  • Communications
  • Call review process enhancement
  • Change management and adaptation
  • Project organization
  • Supervision
  • Cross-functional collaboration
  • Documentation and control
  • Budgets

Work Experiences

  • Analyzed daily contact center reports.
  • Was in charge of supervising 18 Assistant Call Center Supervisors in providing excellent customer service to callers with method and category issues.
  • Gathered and analyzed administrative cost data in order to prepare two years budgets for corporate management.
  • Achieved a 63% reduction in call abandonment.
  • Organized physical files and digitized records so that authorized team members could update and retrieve them quickly.
  • Was in charge of the office inventory, which included ordering and requisitions, stocking, and receiving shipments.
  • Achieved results over 7 months.
  • Established and developed a highly efficient and dependable administrative team by providing ongoing coaching and motivation and fostering career advancement.
  • Achieved results in 16 months.
  • Effectively managed costs and billing, as well as financial discrepancies, by using metric software to organize account information.

Summaries

  • Achieved 85% improvement in agent efficiency.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Commended for consistently driving team success through strict adherence to company procedures and effective employee training.
  • Independently solved problems and kept teams on task to handle a variety of business requirements.
  • Within Customer Service, senior Assistant Call Center Supervisor and outstanding performer in stakeholder engagement and team leadership.
  • Costs were consistently reduced while profits were increased.
  • Supporting corporate level officers and senior management personnel with demonstrated expertise in financial and operational leadership, organized and efficient Assistant Call Center Supervisor.
  • Achieved improvements through cross-functional collaboration.
  • Looking for a management position with a company in the Customer Service sector.
  • Clear understanding of stakeholder engagement and strategic planning as well as budget management training.

Accomplishments

  • Implemented a new call scripting protocol that resulted in an average 13% increase in upsell conversions within several months.
  • Analyzed call abandonment trends and implemented new call-routing protocols that reduced abandonment by 5%. The initiative delivered an estimated monthly savings of 3.
  • Introduced performance dashboards that empowered agents to track their KPIs in real-time, improving accountability and leading to 5% faster resolution times.
  • Documented and resolved program which led to framework.
  • Played a key role in redesigning call center operations, contributing to an overall increase in customer satisfaction of 79%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Successfully reduced call abandonment rates by 65% through strategic realignment of agent assignments and task distribution.
  • Developed and implemented quality assurance frameworks that resulted in a 46% higher compliance rate across 4 monitored calls.
  • Developed tailored coaching plans for underperforming agents, resulting in a 71% improvement in key performance metrics within 11 weeks.
  • Enhanced internal communication by developing a feedback loop for agents, ultimately boosting employee morale and leading to a 73% reduction in absenteeism.

Affiliations

  • Association for Supply Chain Management (APICS)
  • Association for Computing Machinery
  • Certified Call Center Manager (CCCM) Holders Network
  • Customer Contact Week (CCW) Network
  • American Medical Informatics Association
  • Help Desk Institute (HDI)
  • Project Management Institute
  • International Customer Management Institute (ICMI)
  • Society for Human Resource Management (SHRM)
  • Leadership Council for Call Center Managers

Certifications

  • Customer-Focused Process Improvement (Lean Six Sigma) - Meridian
  • Certified Professional in Customer Relations (CPCR)
  • Certified Support Services Manager (CSSM)
  • Certified Public Accountant (CPA)
  • Certified Service Desk Manager (CSDM) - SDI
  • Customer Service Success Certificate - LinkedIn Learning
  • CompTIA Security+
  • Six Sigma Green Belt Certification – Meridian
  • AI for Contact Centers - category Certification
  • Certified Public Accountant

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