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Skills

  • Report writing
  • Metric software proficiency
  • Team leadership and development
  • Greeting customers
  • CRM system integration (initiative)
  • Customer retention strategies
  • Schedule coordination
  • Process optimization
  • Team management
  • Telephone reception

Work Experiences

  • Achieved results over 15 months months.
  • Championed the use of data analytics to forecast call volumes, improving resource planning accuracy by 71%.
  • Collaborated with HR to standardize the recruitment process for agents, decreasing turnover rates by 63% % in a competitive market.
  • Oversaw personnel, including agent and product specialist scheduling, in order to boost productivity.
  • Collaborated with the IT department.
  • Increased efficiency and productivity through effective staff training in customer service protocols and call resolution techniques.
  • Boosted cross-sell success rates by 26% %.
  • Achieved a 73% improvement in call center response time.
  • Answered customer questions patiently and cheerfully to make a good first impression.
  • Oversaw a busy Brightline's 4-line switchboard system.

Summaries

  • Accomplished in cross-functional collaboration, including successful partnerships with IT to integrate a new CRM platform, resulting in improved service delivery and operational alignment.
  • Front desk management and call routing are two areas where I excel.
  • Provides superior customer service and organizes work area to promote efficiency.
  • Achieved a $17 reduction in operational costs.
  • Helpful telephone operator who can provide inquiring customers with accurate and detailed information.
  • Call Center Operations Manager is a multi-talented Call Center Operations Manager who is consistently rewarded for planning and operational improvements.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Achieved a 43% decrease in ramp-up time.
  • Call Center Operations Manager with 16 years of successful budget management and project management experience.
  • Achieved President's Club-winning performance.

Accomplishments

  • Improved agent scheduling efficiency using workforce management software, leading to a 25% decrease in overtime costs and improved agent morale.
  • Trained a team of 12 agents on conflict resolution resulting in a 18% decrease in escalations and 52% increase in conflict resolution success rates.
  • Managed conflict resolution efforts, reducing escalated calls by 70% and increasing first-contact resolutions by 78%. Achieved over 15% reduction in customer complaints.
  • Executed monthly performance reports to senior management, providing actionable data that influenced organizational decisions and improved overall customer service strategy.
  • Achieved departmental KPIs in customer satisfaction and agent efficiency each quarter for 5 consecutive quarters, driving team success.
  • Improved agent engagement through structured feedback sessions, resulting in a 51% increase in agent performance scores within 11 months.
  • Collaborated with team of 3 in the development of metric.
  • Worked closely with HR on employee retention strategies, reducing turnover by 66% and cutting recruitment time by 15 months.
  • Identified underperforming metrics and pivoted strategies with QA feedback, resulting in a 40% reduction in repeat call rates over two years.
  • Led a six-month project to improve call center software utilization, resulting in savings of $$205,000 in system inefficiencies over the past year.

Affiliations

  • International Institute of Business Analysis (IIBA) - Member
  • Jaycees
  • BPO Industry Trade Group Membership (Chicago)
  • Association of Information Technology Professionals
  • Customer Service Experts (CSE), Public Speaking Contributor
  • Rotary International
  • Association for Talent Development (ATD) - Member since 2016
  • Call Center Systems Efficiency Council 2019
  • Productivity Metrics Focus Group, Steering Committee
  • Society of Workforce Planning Professionals (SWPP)

Certifications

  • CRISC (Certified in Risk and Information Systems Control) - ISACA
  • Microsoft Certified Systems Engineer (MCSE)
  • Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate - Microsoft
  • Certified ScrumMaster (CSM) – Scrum Alliance
  • Google Data Studio Certification - Google Analytics Academy
  • Remote Work Professional Certification - Meridian
  • Salesforce Service Cloud Consultant Certification - Ironclad Systems
  • Workforce Management Professional (WFM-P) - Summit Group
  • Call Center Performance Metrics and Data Analysis Certification - Summit Group
  • Certified Public Accountant (CPA)

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