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Skills

  • Business Administration
  • Advanced troubleshooting and problem-solving
  • Policy and procedure modification
  • Business operations
  • First Aid/CPR
  • Client communication management
  • Communications
  • Agent retention and engagement strategies
  • Customer service
  • Customer escalation handling

Work Experiences

  • Intervened between Call Center Operations Supervisors during arguments and diffused tense situations using workflow optimization and performance reporting.
  • Effectively managed costs and billing, as well as financial discrepancies, by using initiative software to organize account information.
  • Analyzed call patterns to forecast staffing needs and implemented changes that decreased customer wait times by 28%.
  • Investigated and resolved a variety of issues that impacted executive leaders and business initiatives.
  • Achieved a 81% revenue increase.
  • Improved the organization's payment collection, AP/AR, deposit, and recordkeeping systems.
  • Built and maintained comprehensive performance dashboards in Jira, empowering agents to self-assess and adjust mid-shift.
  • Achieved a reduction of 9 seconds per call.
  • Achieved 43% more accurate agent evaluations.
  • Adapted procedures during emergency events.

Summaries

  • Highly skilled in risk assessment terminology, as well as departmental payroll, budgeting, and AP/AR activities.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.
  • Independently solved problems and kept teams on task to handle a variety of business requirements.
  • Team player who is methodical and detail-oriented and has expertise in vendor management.
  • Excellent communicator and project manager with expertise in day-to-day operations, workflow improvements, and customer service.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Costs were consistently reduced while profits were increased.
  • Call Center Operations Supervisor with 7 years of successful cross-functional collaboration and data analysis experience.
  • Workday expert with database management experience.
  • Professional in office management and administration with 13 years of experience maximizing productivity, efficiency, and service quality in a variety of settings.

Accomplishments

  • Developed highly effective scheduling models based on forecasted call volumes, increasing schedule adherence to 62%.
  • Optimized call routing strategies using Salesforce, achieving a 38% reduction in average hold time across all channels.
  • Achieved a 40% improvement in call resolution by refining quality assurance processes and agent feedback loops.
  • Directed the review and improvement of service protocols, achieving a 32% increase in customer loyalty.
  • Developed and implemented agent absenteeism reduction strategies, decreasing overall absenteeism by 85% over a several months.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Developed strong relationships with external stakeholders, maintaining a client satisfaction score of 72% over metric.
  • Collaborated with team of 5 in the development of framework.
  • Designed and executed a comprehensive performance coaching program that led to a 60% improvement in key performance metrics.
  • Collaborated with cross-functional teams to evaluate staff responsiveness, ultimately reducing average call abandonment rates by 19%.

Affiliations

  • Certified in ITIL best practice framework
  • Advanced Problem-Solving Workshops, Facilitator 2017 at Denver
  • Call Center Supervisors Association (CCSA) Affiliation
  • Global Association of Customer Service Professionals (GACSP)
  • International Association of Administrative Professionals
  • Workforce Management Roundtable Participant 2024
  • Technology Integration Forum Member for ServiceNow
  • Certified Customer Experience Professional (CCXP) Holder
  • Toastmasters
  • Project Management Institute

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Omnichannel Call Center Agent – framework
  • Advanced SLA (Service Level Agreement) Management Certification – initiative
  • Quality Assurance in Contact Centers Certification – Harbor & Co.
  • Certified Customer Experience Professional (CCXP) - framework
  • Certified Customer Engagement Specialist – Vantage
  • Certified Business Analysis Professional (CBAP)
  • Certified Professional in Customer Service (CPCS) procedure
  • Customer Service Excellence for Call Centers Certification – system
  • Certified Trainer in Call Center Skills and Development – method

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