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Skills

  • Relationship development
  • Operational improvement
  • Team building
  • Customer lifecycle management
  • Budgeting
  • Effective communication
  • Communications
  • MS Office
  • Customer satisfaction analysis
  • Data collection and analysis

Work Experiences

  • Presided over weekly meetings with executive leadership to identify areas for improvement, set milestones, and customize products for specific markets.
  • Updated processes on a regular basis to eliminate inconsistencies and improve scheduling across metric calendars and programs.
  • Improved filing systems for confidential client records and reports increased operational efficiency.
  • Manufacturing service agreements and quality standards were negotiated by me.
  • Created a cutting-edge employee recognition program that increased productivity and morale.
  • Achieved more accurate forecasting of customer needs.
  • Achieved a two years% reduction in touchpoint completion times.
  • Planned marketing initiatives and tapped into my referral network to promote business development.
  • 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.
  • Acted upon pain points of top-tier clients.

Summaries

  • Forward-thinking manager with 17 years of manufacturing project management experience.
  • Professional who is both energetic and poised.
  • Entrepreneur and executive-level business manager with experience running start-up and emerging companies.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Customer-focused team player with expertise in maximizing customer satisfaction while increasing profits and client acquisition.
  • Recognized for successfully turning around a struggling company's operations in order to achieve long-term growth.
  • To take on a new role in a system setting, I'm ready to offer exceptional leadership and planning abilities.
  • Leader with an organized nature and an analytical problem-solving approach who is goal-oriented and enterprising.
  • Effective problem-solver and leader who excels at streamlining operations to reduce costs and improve organizational efficiency.
  • Multi-tasking manager with a reputation for fostering a positive work environment and high-performing teams.

Accomplishments

  • Managed a customer-focused pilot that increased positive reviews by 41% across digital platforms.
  • Designed a customer satisfaction dashboard to track key metrics, allowing for quicker identification of issues, reducing churn by 33%.
  • Authored and revised customer support FAQs, increasing self-service usage by 19% and reducing customer inquiry volume by 6 calls per week.
  • Piloted a new live interaction tool, reducing handling time by 14 minutes per call and improving customer relations.
  • Created and executed strategic customer outreach campaigns for product updates, resulting in a 26% open rate improvement on communication touchpoints.
  • Resolved product issue through consumer testing.
  • Orchestrated process improvements that lowered average response times by 13 minutes, significantly improving first-touch resolution rates.
  • Led the integration of a new CRM platform that enhanced customer communications and improved response time to under 17 hours.
  • Collaborated with HR to implement ongoing CX training that aligned with company goals, reducing employee turnover within the department by 19%.
  • Successfully reduced customer returns by 21% by introducing a proactive feedback system and strengthening product guidelines.

Affiliations

  • Member, Global Customer Support Professionals Association (GCSPA)
  • Frequent attendee of Customer Service & Experience (CS&E) Conferences
  • Society of Women Engineers
  • International Association of Administrative Professionals
  • Attended conferences organized by the Customer Service Institute of America (CSIA) 2016
  • American Society of Safety Professionals
  • Freemason
  • Participated in Customer Journey Mapping workshops at Harbor & Co.
  • Project Management Institute
  • Certification in AI-Driven Chat Solutions from standard

Certifications

  • Key Performance Indicators (KPI) Development Certification
  • Certification in Multicultural Communication Skills for Service Teams
  • Complaint Handling & Resolution Certification by Vantage
  • Lean Six Sigma Certification by Ironclad Systems
  • CompTIA A+ Technician
  • Certified Manager of Quality/Organizational Excellence (CMQ/OE)
  • Certified Customer Success Manager (CCSM)
  • Time Management & Productivity Improvement Certification
  • CompTIA Network+
  • Customer Service Excellence Certification by Lakeside Partners

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