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Skills

  • Emotional intelligence
  • Customer service
  • Process optimization
  • Database administration
  • Business Administration
  • Project organization
  • Strategic planning
  • Standard equipment
  • Conflict resolution and mediation
  • Staff management

Work Experiences

  • Achieved results over a 11-month period.
  • Achieved a 26% improvement in customer satisfaction.
  • Achieved a 33% reduction in complaints.
  • Analyzed support trends.
  • Achieved a seamless transition.
  • Achieved a first-call resolution increase of 58%.
  • Achieved this within 9 months.
  • Gathered and analyzed administrative cost data in order to prepare 6 months budgets for corporate management.
  • Provided expert clerical support by handling a wide range of routine and special requests efficiently.
  • Addressed customer-facing issues.

Summaries

  • Achieved 78% improvement in satisfaction.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Japanese and Spanish are both conversational.
  • Workday expert with database management experience.
  • In process, procedure, and policy improvement initiatives, the adroit professional exemplifies multidisciplinary managerial skill.
  • With an organized approach and strong multitasking abilities, dedicated to maximizing customer satisfaction and exceeding business objectives.
  • Looking for a management position with a company in the Customer Service sector.
  • Achieved a 61% increase in team KPIs.
  • Strengths in performance reporting and project management backed up by Customer Service training.
  • Meticulous Customer Care Team Manager capable of creating exceptional communications, presentations, and spreadsheets that meet a variety of administrative needs using Jira.

Accomplishments

  • Developed comprehensive performance dashboards that integrated data from SAP, boosting real-time decision-making ability by 51%.
  • Improved resolution times by implementing a cross-training initiative, allowing staff to handle a broader range of issues, achieving 82% performance increase.
  • Drove a 31% reduction in customer churn through the proactive outreach program targeting high-risk accounts.
  • Developed escalation matrix process that reduced critical issue resolution time by 27%.
  • Resolved product issue through consumer testing.
  • Led team through CRM Asana implementation, improving data accuracy by 16% and reducing ticket resolution time by 83%.
  • Collaborated with IT to streamline CRM Power BI integrations, reducing toggling between systems and improving customer resolution speed by 73%.
  • Improved first-time fix rates by adopting predictive analytics into the service diagnostics system, increasing operational efficiency by 76%.
  • Negotiated contracts with metric, optimizing external support costs by 68% while maintaining a method customer experience.
  • Collaborated with team of 5 in the development of system.

Affiliations

  • Society of Women Engineers
  • Women in Customer Success Network (WICSN)
  • Rotary International
  • National Customer Service Association (NCSA)
  • International Association for Contract & Commercial Management (IACCM)
  • Project Management Institute (PMI)
  • Salesforce Trailhead Academy
  • American Management Association (AMA)
  • International Institute of Customer Service (IICS)
  • Association for Talent Development (ATD)

Certifications

  • Leadership Excellence in Customer Service (LECS) Certification
  • Customer Operations Performance Center (COPC) Certification
  • CompTIA A+ Technician
  • Certified Public Accountant (CPA)
  • Salesforce
  • Advanced Communicator Certification Power BI
  • Certified Complaint Handling Professional
  • CompTIA Security+
  • First Aid/CPR Certified
  • Microsoft Dynamics 365 CRM Certification

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