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Skills

  • Strategic planning
  • Call Handle Time Reduction
  • Process improvement
  • Staff management
  • Sales and marketing
  • Organization
  • Regulatory compliance
  • Root cause analysis
  • Multi-tasking and prioritization
  • MS Office

Work Experiences

  • Achieved improvement over 6 months.
  • Used performance data to evaluate and improve operations, as well as forecast needs and target current business conditions.
  • Developed, managed, and implemented a business plan, as well as communicated the company's vision and goals to motivate teams.
  • Manufacturing service agreements and quality standards were negotiated by me.
  • Achieved results within the first several months.
  • Achieved a reduction of 43% in onboarding time.
  • Established, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Reduced workflow inconsistencies by recruiting and hiring capable employees.
  • Achieved results in several months.
  • Achieved results after 6 months.

Summaries

  • Leader with an organized nature and an analytical problem-solving approach who is goal-oriented and enterprising.
  • Dynamic application of quality assurance and budget management in a fast-paced business environment.
  • Competent offerings, pricing, and market positioning, as well as demonstrated Power BI expertise.
  • Forward-thinking manager with 17 years of manufacturing project management experience.
  • Optimize long-term success by effectively balancing targets with resources.
  • Proactive Customer Service Call Center Manager uses determination and attention to detail to produce high-quality team leadership work.
  • Within Customer Service, senior Customer Service Call Center Manager and outstanding performer in budget management and risk assessment.
  • Motivated framework manager with a track record of best practices and operations in the Customer Service.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Customer Service Call Center Manager with 17 years of successful process improvement and cross-functional collaboration experience.

Accomplishments

  • Negotiated vendor partnerships that decreased software licensing costs by 84% while increasing system capabilities.
  • Collaborated with senior leadership to develop long-term workforce management strategies that increased agent productivity by 45%.
  • Resolved product issue through consumer testing.
  • Implemented quality control and performance metrics, resulting in a 35% increase in first-call resolution rates.
  • Reduced customer service response time by 56% by balancing agent workload with real-time workforce management tools.
  • Restructured shift scheduling processes, reducing agent downtime by 62% and increasing team alignment with call demand patterns.
  • Directed a team that improved overall customer satisfaction ratings by 50% through personalized service recovery programs.
  • Coordinated cross-departmental meetings to identify and implement changes that reduced call escalations by 29%.
  • Monitored and reported on KPIs such as average speed of answer and customer satisfaction, improving key metrics by 73%.
  • Designed and implemented a scalable customer service training program that reduced the average handle time by 43%.

Affiliations

  • American Marketing Association
  • Society for Human Resource Management (SHRM)
  • International Customer Management Institute (ICMI)
  • International Association for Contract & Commercial Management (IACCM)
  • Society of Workforce Planning Professionals (SWPP)
  • Association for Talent Development (ATD)
  • Harvard Business School Executive Education - Customer Strategy Program
  • Call Center Management Association (CCMA)
  • Global Call Center Academy (GCCA)
  • American Society of Safety Professionals

Certifications

  • Certified Public Accountant (CPA)
  • Certified Service Operations Director (CSOD) by Call Center School
  • CompTIA Security+
  • Project Management Professional (PMP) by program
  • Lean Management Certificate by Summit Group
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Customer Experience Professional (CCXP) by Customer Experience Professionals Association (CXPA)
  • Certified Communications Professional (CCP) by Beacon Labs
  • Certified Workforce Management Professional (CWMP) by Brightline
  • ISO 9001:2015 Lead Auditor Certification by Harbor & Co.

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