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Skills

  • Scheduling
  • Agent absenteeism reduction strategies
  • Budgets
  • Agent performance analysis
  • Strategic planning
  • Credit and collections
  • Policy and procedure modification
  • Training program development
  • Workflow planning
  • Business operations

Work Experiences

  • Achieved a reduction of 9 seconds per call.
  • Conducted 7 company audits.
  • Organized physical files and digitized records so that authorized team members could update and retrieve them quickly.
  • Intervened between Call Center Operations Supervisors during arguments and diffused tense situations using workflow optimization and performance reporting.
  • Coordinated cross-functional team training initiatives that led to a 52% improvement in knowledge sharing and collaborative problem-solving.
  • Kept accurate, current, and compliant financial records by monitoring and addressing variances.
  • Was in charge of client and personnel appointment scheduling and itinerary coordination.
  • Improved the organization's payment collection, AP/AR, deposit, and recordkeeping systems.
  • Organized corporate and office conferences for company employees and guests.
  • Investigated and resolved a variety of issues that impacted executive leaders and business initiatives.

Summaries

  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Commended for consistently driving team success through strict adherence to company procedures and effective employee training.
  • 7 years of experience streamlining processes, managing talented team members, and performing team leadership by an educated professional.
  • Staff, resource, and day-to-day operations are well-coordinated by this expert.
  • Team player who is methodical and detail-oriented and has expertise in vendor management.
  • Achieved a 54% boost in customer satisfaction by redefining quality assurance processes and enhancing team coaching practices.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Accomplished within three years.
  • Looking for a management position with a company in the Customer Service sector.
  • Customer Service administrative office management, related regulatory guidelines, and client relations certified CPA and Call Center Operations Supervisor.

Accomplishments

  • Effectively managed after-hours support operations, ensuring 24% service level adherence during non-peak times.
  • Led the restructuring of the agent quality monitoring program which improved customer satisfaction by 19% in 2021.
  • Collaborated with team of 5 in the development of framework.
  • Managed a team of 9 call center agents, achieving a 68% increase in service quality metrics year-over-year.
  • Directed the review and improvement of service protocols, achieving a 32% increase in customer loyalty.
  • Oversaw daily team activities and managed escalations for high-value clients, resolving 21% of issues within 18 months.
  • Identified and addressed high-traffic call times using predictive analysis models, reducing queue overflow rates by 78%.
  • Developed highly effective scheduling models based on forecasted call volumes, increasing schedule adherence to 62%.
  • Implemented new technology training for agents, reducing operational errors and callbacks by 46% over 8 months.
  • Optimized call routing strategies using Salesforce, achieving a 38% reduction in average hold time across all channels.

Affiliations

  • Toastmasters
  • Certified in ITIL best practice framework
  • Global Association of Customer Service Professionals (GACSP)
  • Project Management Institute
  • Certified Support Center Team Lead by Help Desk Instructor
  • American Society of Safety Professionals
  • Advanced Problem-Solving Workshops, Facilitator 2017 at Denver
  • Customer Experience Professionals Association (CXPA) - Professional Member
  • Customer Care Industry Council Keynote Speaker 2015
  • National Association of Call Centers (NACC) Active Participant

Certifications

  • Advanced Call Analysis and Optimization Certification – SAP
  • Certified Business Analysis Professional (CBAP)
  • Customer Service and Support Data Analyst Certification – program
  • Certified Call Center Manager (CCCM) - Summit Group
  • Lean Management Certification for Customer Contact Operations – Summit Group
  • Customer Wait Time and Queue Optimization Certification – Beacon Labs
  • Call Center Quality Management Certification – standard
  • Salesforce
  • Project Management Professional (PMP)
  • Operational Leadership for Call Centers Certification – Cedar Works

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