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Skills

  • Employee relations
  • Claims analysis
  • Escalation management
  • Detail-oriented
  • CallSelect communication systems
  • Fluent in Mandarin
  • Call center transactions
  • Insurance policy review
  • Upselling techniques
  • Cash flow management

Work Experiences

  • Reduced workflow inconsistencies by recruiting and hiring capable employees.
  • Established, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands.
  • 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.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Improved filing systems for confidential client records and reports increased operational efficiency.
  • Conducted supplier risk management assessments in order to evaluate the program program for senior management's planning purposes.
  • Wrote, distributed, and updated program communications and policy memos to procedure.
  • Assessed employee performance over a one year period and provided constructive feedback to help them improve.
  • Used performance and process report data to assess and improve operations in order to meet changing conditions and anticipated needs.
  • Used performance data to evaluate and improve operations, as well as forecast needs and target current business conditions.

Summaries

  • Retail sales professional dedicated to exceeding customer expectations and fostering customer loyalty.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Effective problem-solver and leader who excels at streamlining operations to reduce costs and improve organizational efficiency.
  • Sales, recruiting, and people management are among his specialties.
  • Strengths in forming and maintaining relationships with a wide range of stakeholders in fast-paced, dynamic environments.
  • Successful Assistant Store Manager with 18 years of retail management experience.
  • Analytical professional capable of evaluating staff against forecasted trends and making proactive policy and procedure changes.
  • Call Center Manager is a skilled Call Center Manager who provides encouragement and feedback to help employees succeed.
  • Bring extensive high-call volume experience working with program consumers spanning 8 years.
  • Skilled at staff training and building rapport with clients.

Accomplishments

  • Marketing: Implemented marketing strategies which resulted in metric growth of customer base.
  • Sales: Consistently generated additional revenue through skilled sales techniques.
  • Consistently exceeded daily sales targets with an average of $5 in sales each day.
  • Market Research: Interviewed clients via market research surveys to identify product issues and customer needs.
  • Completed
  • Increased
  • Routinely helped as many as 10 customers each day in a high-volume retail outlet.
  • Maintained
  • Supported
  • Documentation: Wrote and edited documents to keep staff informed on policies and procedures.

Affiliations

  • Association for Supply Chain Management (APICS)
  • Robotic Process Automation (RPA) Professional Network
  • Customer Relationship Management Association (CRMA)
  • International Association for Conflict Resolution
  • American Medical Informatics Association
  • National Association of Social Workers
  • American Teleservices Association (ATA)
  • Lions Club
  • Association for Talent Development (ATD)
  • Quality Assurance and Call Center Performance Group

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Agile Service Management (ASM) Practitioner
  • HubSpot Inbound Marketing Certification
  • Call Center Quality Assurance Analyst Certification
  • Computer Training Certificate
  • Salesforce Sales Cloud Certification for Call Centers
  • Interactive Voice Response (IVR) System Specialist Certification
  • Customer Service Representative (CSR) Certification by ICMI
  • Certified Workforce Planning Professional (CWPP)
  • CompTIA A+ Technician

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