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Skills

  • Team Leadership
  • Business analysis
  • Complaint resolution
  • Change Management
  • Business Planning
  • Organization
  • Escalation management
  • Creative merchandising
  • Regulatory compliance
  • Team management

Work Experiences

  • Coached team leaders on goal-setting.
  • Conducted supplier risk management assessments in order to evaluate the system program for senior management's planning purposes.
  • Achieved improvements in 2018.
  • Balanced the budget for the contact center operations, overseeing an annual spend of $17 while maintaining top-tier service levels and reducing costs by 77% %.
  • Improved filing systems for confidential client records and reports increased operational efficiency.
  • Achieved a 40% increase in satisfaction.
  • Analyzed qualitative and quantitative feedback.
  • Achieved growth over 3 quarters.
  • Reduced workflow inconsistencies by recruiting and hiring capable employees.
  • Achieved a 48% reduction in technical issues.

Summaries

  • Accomplished Contact Center Manager with a proven track record of managing teams of 6 agents, achieving call handling time reductions by 82% while increasing first-call resolution.
  • Achieved 30% consistent department goal attainment.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • In the Customer Service industry, diligent Contact Center Manager is successful at establishing client relationships and directing cross-functional teams.
  • Customer-focused team player with expertise in maximizing customer satisfaction while increasing profits and client acquisition.
  • Within Customer Service, senior Contact Center Manager and outstanding performer in budget management and strategic planning.
  • 5 years of expertise in recruitment.
  • Achieved a 54% improvement in first-call resolution rates.
  • Achieved a 42% boost in NPS.

Accomplishments

  • Established a culture of continuous improvement by introducing monthly performance review sessions, resulting in a sustained 40% improvement in agent performance metrics.
  • Designed and implemented a new onboarding program which reduced new hire training time by 61% % and improved time to productivity.
  • Fostered strong relationships with key stakeholders, securing additional investment in technological upgrades, enhancing overall call-center performance by 49% %.
  • Led initiatives that enhanced overall first-contact resolution by 41% % within 17 months of launch.
  • Architected a customer satisfaction survey process that led to actionable insights and an overall satisfaction increase of 35% %.
  • Instituted a feedback loop between agents and management, reducing operational bottlenecks and increasing overall productivity by 71% %.
  • Led initiatives to upgrade call center hardware and software, improving call quality, and reducing system downtime by 41% %.
  • Reduced overall agent attrition rate by 68% by providing enhanced employee engagement programs, improving the work environment.
  • Revamped the call center training program, enabling 15% proficiency gains in system usage and reduced average handle time (AHT).
  • Developed a call volume forecasting tool to improve resource allocation, achieving 65% forecast accuracy and increasing service levels.

Affiliations

  • Association for Computing Machinery
  • Certified in QuickBooks via Technical Service Management Association (TSMA) leading to change management and automation advancements.
  • Member of the International Customer Management Institute (ICMI) since 2019, involving active participation in webinars and conferences.
  • Member of Customer Contact Strategies, attending annual summits to improve remote workforce management and contact center innovations.
  • Participant in the BenchmarkPortal Contact Center Manager Certification program, strengthening center operational excellence.
  • Active participant in the Workforce Planning and Scheduling Group on LinkedIn, contributing to discussions on optimized team scheduling and productivity.
  • Association of Information Technology Professionals
  • Jaycees
  • American Marketing Association
  • Engaged with the National Business Research Institute (NBRI) insights to apply customer satisfaction insights directly to service improvements.

Certifications

  • Certified Public Accountant (CPA)
  • SHRM Certified Professional (SHRM-CP)
  • Apple Certified Associate (ACA)
  • First Aid/CPR Certified
  • Certified Agent Coach (CAC) by ICMI
  • Salesforce
  • ITIL Foundation Certification
  • Certified BPO Operations Manager by IAOP
  • Certified Customer Service Professional (CCSP) by ICSA
  • AI in Customer Service Professional Certification by MIT Sloan

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