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Skills

  • Data-driven decision making
  • Employee retention strategies
  • Process improvement
  • Training program design
  • Relationship development
  • Payroll and budgeting
  • Data Management
  • Budgets
  • Presentation design
  • Business Administration

Work Experiences

  • Was in charge of the office inventory, which included ordering and requisitions, stocking, and receiving shipments.
  • Intervened between Customer Care Team Managers during arguments and diffused tense situations using cross-functional collaboration and budget management.
  • Was in charge of billing, collection, and reporting for an office that generated over $9 per year.
  • Authored 2 training manuals and knowledge base articles to enhance staff understanding of new processes, registering a 58% decrease in handling errors.
  • Was in charge of client and personnel appointment scheduling and itinerary coordination.
  • Achieved a 39% increase in employee retention.
  • Based staffing models on volume forecasting.
  • Achieved 13-point improvement in CSAT scores.
  • Applied customer feedback into SAP enhancements.
  • Achieved a 33% reduction in complaints.

Summaries

  • Independently solved problems and kept teams on task to handle a variety of business requirements.
  • Achieved a 21% increase in customer knowledge base usage.
  • Achieved 78% improvement in satisfaction.
  • Achieved dramatic improvements in first-call resolution rates.
  • Within Customer Service, senior Customer Care Team Manager and outstanding performer in risk assessment and performance reporting.
  • Excellent communicator and project manager with expertise in day-to-day operations, workflow improvements, and customer service.
  • To meet project objectives, prioritize projects and multitask effectively.
  • Looking for a management position with a company in the Customer Service sector.
  • Thorough and dependable Office Worker with excellent administrative skills and a strong Customer Service background.
  • Implemented workflow optimization techniques that increased productivity, reduced labor costs, and maintained business integrity and service quality.

Accomplishments

  • Implemented ticket categorization workflow improvements, reducing misrouted inquiries by 51% and increasing first-call resolution.
  • Orchestrated customer journey mapping sessions with cross-functional teams, improving user experience touchpoints and boosting customer retention by 84%.
  • 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 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.
  • Led successful rollout of an AI-assisted chatbot that resolved 43% of queries autonomously, freeing up agents for more complex issues.
  • Formulated an agent training program on conflict resolution and empathy, boosting customer satisfaction ratings by 69%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Scaled customer service team from 11 to 6, improving service availability to accommodate additional 7 customer accounts.

Affiliations

  • Association of Information Technology Professionals
  • Institute of Management Consultants USA (IMC USA)
  • American Management Association (AMA)
  • International Customer Service Association (ICSA)
  • Salesforce Trailhead Academy
  • Customer Success Association (CSA)
  • Rotary International
  • American Medical Informatics Association
  • Society for Human Resource Management (SHRM)
  • American Society of Safety Professionals

Certifications

  • Certified Agile Service Management Professional
  • Customer Operations Performance Center (COPC) Certification
  • Quality Management System (QMS) Auditor Certification
  • Certified Contact Center Manager (CCCM)
  • Six Sigma Green Belt Certification 2015
  • Certified Incident Management Professional Harbor & Co.
  • CompTIA Network+
  • ITIL Foundation Certification
  • First Aid/CPR Certified
  • Microsoft Dynamics 365 CRM Certification

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