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Skills

  • Client communication skills
  • Supervision
  • Organization
  • Error rate reduction strategies
  • Team building
  • Conflict resolution skills
  • Customer experience improvement
  • Customer service
  • Customer interaction analysis
  • Customer feedback analysis

Work Experiences

  • Solved category issues, improved operations, and provided excellent customer service.
  • Achieved consistent improvement in team quality scores.
  • Conducted root cause analysis sessions.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Aligned performance metrics across teams.
  • Looked for industry trends on social media and through online sources.
  • Achieved results in 2016.
  • Achieved Outstanding Service Award for driving a 78% increase in first-call resolution (FCR) through targeted process improvements.
  • Achieved consistent improvement in team quality scores by integrating voice analytics, resulting in a 64% increase in review accuracy.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Call Center Quality Manager and process improvement expert, credited with cultivating continuous improvement cultures resulting in expanded retention efforts and 66% NPS growth.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Collaborative leader who has managed complex quality programs across multiple sites, delivering sustainable error reduction systems and growing operational throughput by 54%
  • Achieved President's Club for first-call resolution success.
  • Committed to improving customer experience.
  • Conducted deep-dive call correction audits.
  • Committed to improving customer experience through tailored QA initiatives and feedback mechanisms, delivering a 41% reduction in escalated calls.
  • Experienced with switchboards with up to 5 employees.
  • Achieved 40% accuracy gains.

Accomplishments

  • Designed a customer effort score (CES) tracking tool that resulted in a 28% reduction in customer friction throughout the support journey.
  • Influenced operational efficiencies by collaborating on the deployment of an integrated customer feedback tool, reducing churn by 64%.
  • Collaborated with team of 10 in the development of initiative.
  • Drove a 25% improvement in call handling times by implementing new task delegation strategies and reducing internal process inefficiencies.
  • Enhanced quality review processes using Power BI, providing deeper insights into customer satisfaction patterns, increasing overall agent efficiency by 35%.
  • Assessed and revamped quality monitoring framework, resulting in a 76% improvement in team compliance ratings across multiple service tiers.
  • Maximized team productivity by revamping the escalation process, cutting average time to resolve escalated cases by 10 hours.
  • Aligned service levels with key business drivers to improve the overall call center efficiency by 27% during peak seasons.
  • Certified 15 customer service agents in ITIL, bolstering departmental expertise and positively impacting cross-functional goals by 81%.
  • Led a cross-functional team to deploy new call center software, reducing average hold times by 23%.

Affiliations

  • Society of Workforce Planning Professionals (SWPP)
  • Quality Assurance and Training Connection (QATC)
  • Association for Talent Development (ATD)
  • National Improvement Council (NIC)
  • American Medical Informatics Association
  • Chartered Quality Institute (CQI)
  • Customer Contact Strategies (CCS)
  • Society for Human Resource Management (SHRM)
  • American Society of Safety Professionals
  • Association of Information Technology Professionals

Certifications

  • Customer Service Quality Assurance Best Practices Certification
  • Certified Data Analyst for Contact Centers - Northwind
  • Sentiment Analysis and AI in Business Applications - method
  • Salesforce
  • Certified Business Analysis Professional (CBAP)
  • Project Management Professional (PMP)
  • Data-driven Decision Making for Quality Managers - Cedar Works
  • Certified Customer Service Professional (CCSP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Inbound Call Center Specialist - Brightline

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