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Skills

  • Change Management
  • Business Development
  • Data collection and analysis
  • Vendor management
  • MS Office
  • Sales and marketing
  • Team building
  • Staffing and scheduling
  • Agent Coaching and Development
  • Business Planning

Work Experiences

  • Carried out comprehensive training sessions on new technologies.
  • Assessed suppliers in order to assess delivery quality, timeliness, and compliance, maintain tight cost controls, and maximize business operational efficiency.
  • Used Power BI to create procedure and standard reports to track quality assurance.
  • Planned marketing initiatives and tapped into my referral network to promote business development.
  • Assigned dynamic shift schedules.
  • Championed a continuous improvement framework, which boosted efficiency by 23% % and resulted in Innovation Award for outstanding customer operations in 2020.
  • Various events, such as tradeshows, seminars, and workshops, were used to engage prospects and customers.
  • Analyzed qualitative and quantitative feedback.
  • Boosted efficiency by 19%.
  • Achieved growth over 3 quarters.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Focused on ensuring smooth financial, personnel, and operational operations.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
  • Achieved 30% consistent department goal attainment.
  • Achieved a 42% boost in NPS.
  • Dedicated to providing high-quality services and products.
  • Strong ability to adapt to new situations and environments.
  • Achieved 79% improvements in turnover.
  • Weekly availability of 2 hours, including evenings and weekends

Accomplishments

  • Initialized a multi-channel strategy (phone, email, chat) that increased customer engagement by 60% % and decreased service costs by 4 annually.
  • Formulated annual strategic goals for the customer service department, consistently surpassing KPIs by 28% % YOY.
  • Developed a call volume forecasting tool to improve resource allocation, achieving 65% forecast accuracy and increasing service levels.
  • Designed and implemented a new onboarding program which reduced new hire training time by 61% % and improved time to productivity.
  • Managed a comprehensive training curriculum for 2 employees, increasing first-call resolution by 73% in 2016.
  • Led initiatives that enhanced overall first-contact resolution by 41% % within 17 months of launch.
  • Created an issue escalation matrix that reduced time to resolve complex issues by 61% % while maintaining high customer satisfaction.
  • Reduced customer hold times by deploying a call-back system, lowering abandonment rates by 25% %.
  • Identified recurring escalation trends and introduced customer resolution best practices that decreased recurring complaints by 44% %.
  • Developed and executed robust complaint resolution protocols that decreased customer escalations by 44% in 2021.

Affiliations

  • Participant in the BenchmarkPortal Contact Center Manager Certification program, strengthening center operational excellence.
  • Regular participant in the Contact Center Performance Forum, staying updated with industry benchmarks for KPIs and forecasting tools.
  • Active participant in Call Center Network Group (CCNG) since 2018, sharing best practices for optimizing customer experience and service delivery.
  • Member of the International Association of Business Communicators (IABC), enhancing internal communication strategies for team performance.
  • Engaged with the National Business Research Institute (NBRI) insights to apply customer satisfaction insights directly to service improvements.
  • Customer Experience Professionals Association (CXPA) active participant leveraging insights to implement customer experience transformations.
  • Data-Driven Customer Support community member on LinkedIn, regularly contributing to discussions on predictive analysis and call volume forecasting.
  • Certified in QuickBooks via Technical Service Management Association (TSMA) leading to change management and automation advancements.
  • Participated in the Customer Experience Research Council, gaining early adoption abilities on emerging customer interaction trends and technologies.
  • Association for Computing Machinery

Certifications

  • Certified in Customer Experience (CCXP) by the CXPA
  • Certified Agent Coach (CAC) by ICMI
  • Certified Call Center Trainer (CCCT) by RCCSP
  • Certified Business Analysis Professional (CBAP)
  • Certified Professional in Learning and Performance (CPLP) by ATD
  • SHRM Certified Professional (SHRM-CP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Cisco Certified Network Associate (CCNA)
  • Certified Email Support Professional (CESP) by ICSA
  • CompTIA Security+

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