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Skills

  • Budgeting
  • Business operations
  • CRM Tools (framework)
  • Operational improvement
  • Regulatory compliance
  • Crisis management
  • Cross-departmental collaboration
  • Change Management in Call Center Environments
  • Communications
  • MS Office

Work Experiences

  • Improved filing systems for confidential client records and reports increased operational efficiency.
  • Created budgets and prepared quotes for new products and services.
  • Led an overhaul of the company's best practices, which resulted in significantly higher employee retention rates and a top-ranking as an industry leader.
  • Reviewed established policies and procedures in order to assume temporary leadership roles, motivate employees, and ensure that system operations ran smoothly.
  • Used forecasting to figure out what changes needed to be made in the supply chain.
  • Reduced workflow inconsistencies by recruiting and hiring capable employees.
  • Achieved results over 6 months.
  • Achieved results after 6 months.
  • Oversaw a group of 6 standard associates who dealt with the department's daily and complex requirements.
  • Was in charge of maintaining store equipment such as computers, printers, and fax machines.

Summaries

  • Strengths in forming and maintaining relationships with a wide range of stakeholders in fast-paced, dynamic environments.
  • Customer Service Call Center Manager is a skilled Customer Service Call Center Manager who provides encouragement and feedback to help employees succeed.
  • Recognized for successfully turning around a struggling company's operations in order to achieve long-term growth.
  • Focused on ensuring smooth financial, personnel, and operational operations.
  • Customer Service Call Center Manager with 17 years of successful process improvement and cross-functional collaboration experience.
  • Collaborative, with a commitment to collaborating with coworkers to foster an engaged, empowering work environment.
  • Effective problem-solver and leader who excels at streamlining operations to reduce costs and improve organizational efficiency.
  • Within Customer Service, senior Customer Service Call Center Manager and outstanding performer in budget management and risk assessment.
  • Strong motivation combined with outstanding interpersonal, communication, and team-building abilities.
  • Entrepreneur and executive-level business manager with experience running start-up and emerging companies.

Accomplishments

  • Developed agent incentive programs focused on superior customer service outcomes, increasing customer satisfaction scores by 50%.
  • Worked closely with IT and customer support to implement call monitoring tools, which improved quality assurance scores by 70%.
  • Partnered with cross-functional teams to implement a streamlined resolution process, reducing time spent on customer escalations by 57%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Developed and maintained a customer satisfaction survey program, leading to comprehensive feedback and a 65% improvement in net promoter score.
  • Implemented a cross-channel customer service approach that reduced resolution times across phone, email, and chat by 75%.
  • Coordinated cross-departmental meetings to identify and implement changes that reduced call escalations by 29%.
  • Developed and deployed call center best practices that led to a 34% reduction in customer churn.
  • Successfully managed a 14-seat contact center, increasing overall call resolution efficiency by 70%.
  • Negotiated vendor partnerships that decreased software licensing costs by 84% while increasing system capabilities.

Affiliations

  • American Society for Quality (ASQ)
  • Women in Customer Service Leadership (WICSL)
  • American Management Association (AMA)
  • National Association of Call Centers (NACC)
  • International Association for Contract & Commercial Management (IACCM)
  • Association for Computing Machinery
  • Project Management Institute
  • Customer Service Excellence USA
  • International Association of Outsourcing Professionals (IAOP)
  • Harvard Business School Executive Education - Customer Strategy Program

Certifications

  • Conflict Resolution and Mediation Certification by Brightline
  • SHRM Certified Professional (SHRM-CP)
  • Certified Call Center Manager (CCCM) by RCCSP Professional Education Alliance
  • ServSafe
  • ISO 9001:2015 Lead Auditor Certification by Harbor & Co.
  • Service Level Management (SLM) Certification by Northwind
  • Certified Customer Service Professional (CCSP) by Professional Association for Customer Engagement (PACE)
  • Six Sigma Black Belt Certification by Cedar Works
  • CompTIA Security+
  • Six Sigma Green Belt Certification by Northwind

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