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Skills

  • Customer interaction personalization
  • Customer Pain Point Resolution
  • Budgeting
  • Stakeholder collaboration
  • Customer retention strategy development
  • Customer satisfaction analysis
  • Project organization
  • Data-driven decision making
  • Business Planning
  • Organization

Work Experiences

  • Planned marketing initiatives and tapped into my referral network to promote business development.
  • Reduced workflow inconsistencies by recruiting and hiring capable employees.
  • Achieved results within 6 months.
  • Created framework and program reports on a regular basis to evaluate performance, adjust strategies, and keep operations agile and sustainable.
  • Identified framework areas in need of improvement and implemented metric program, resulting in a 7% increase in productivity.
  • Increased employee morale and decreased turnover by 6%.
  • Assessed employee performance over a the past year period and provided constructive feedback to help them improve.
  • Oversaw a group of 12 program associates who dealt with the department's daily and complex requirements.
  • Created budgets and prepared quotes for new products and services.
  • Conducted supplier risk management assessments in order to evaluate the system program for senior management's planning purposes.

Summaries

  • Leader with an organized nature and an analytical problem-solving approach who is goal-oriented and enterprising.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Strengths in cross-functional collaboration and budget management backed up by Customer Service training.
  • Customer-focused professional with 14 years of experience in the Customer Service sector.
  • Motivated category manager with a track record of best practices and operations in the Customer Service.
  • Competent offerings, pricing, and market positioning, as well as demonstrated Tableau expertise.
  • Focused on ensuring smooth financial, personnel, and operational operations.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Stakeholder engagement, workflow optimization, and process improvement are all well-trained.
  • Clear understanding of vendor management and workflow optimization as well as data analysis training.

Accomplishments

  • Improved issue escalation procedures, which led to a reduction in customer complaints by 85%.
  • Led NPS improvement initiatives, achieving a 6% increase in customer satisfaction within the past year.
  • Analyzed data from over 7 customer interactions and formulated solutions, leading to a 35% increase in issue resolution.
  • Developed a KPI-driven training program for new hires, reducing onboarding time by 18% through improved understanding of customer service strategies.
  • Delivered customer retention strategies that improved lifetime value by 2% and enhanced brand loyalty.
  • Spearheaded initiatives that decreased customer churn by 62% by aligning follow-up outreach with touchpoints that drive the most engagement.
  • Documented and resolved standard which led to procedure.
  • Implemented a systematic approach to complaint resolution, which decreased average complaint response times by 6 days.
  • Introduced a proactive product alert system based on customer behavior patterns, reducing service disruption complaints by 3%.
  • Instituted monthly customer experience workshops for employees, yielding a 6% improvement in customer satisfaction scores across all service channels.

Affiliations

  • Affiliation with the Digital Service Experience (DSX) Community
  • American Marketing Association
  • Participant in LinkedIn's Customer Experience Management Group
  • Member of the International Association for Six Sigma Certification (IASSC), focused on customer service improvements
  • Certified Customer Experience Manager (CCXM) 2016
  • Active participant in the Center for Service Leadership (CSL)
  • Active participation in cross-industry Customer Service Roundtables organized by Ironclad Systems
  • Member of the Association for Customer Experience Innovation (ACEI)
  • Member, National Association of Call Centers (NACC)
  • Attended conferences organized by the Customer Service Institute of America (CSIA) 2016

Certifications

  • CompTIA Network+
  • Certified Service Leader (CSL) by Vantage
  • Performance Management Certification - category
  • Multichannel Customer Service Certification
  • Complaint Handling & Resolution Certification by Vantage
  • Certified CRM Specialist (CCS)
  • Key Performance Indicators (KPI) Development Certification
  • Customer Satisfaction Improvement Specialist Certification
  • Time Management & Productivity Improvement Certification
  • Certified Support Manager (CSM)

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