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Skills

  • Team management
  • Process improvement
  • Multi-tasking and prioritization
  • CRM Tools (framework)
  • Operational improvement
  • Strategic planning
  • Advanced problem solving
  • Budgets
  • MS Office
  • Employee retention strategies

Work Experiences

  • Achieved Innovation Award in 2020.
  • Manufacturing service agreements and quality standards were negotiated by me.
  • Achieved improvement over 6 months.
  • Achieved a significant method by making proactive decisions based on market expertise and business knowledge.
  • Oversaw quality programs aimed at reducing late compliance activities.
  • Assessed suppliers in order to assess delivery quality, timeliness, and compliance, maintain tight cost controls, and maximize business operational efficiency.
  • 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.
  • Enhanced and redefined organizational structure to maintain the company's competitive edge across territories.
  • Achieved results within the first several months.

Summaries

  • Encouragement manager and analytical problem-solver with abilities in team building, leadership, and motivation, as well as strong customer relations and relationship-building skills.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Customer Service Call Center Manager is a multi-talented Customer Service Call Center Manager who is consistently rewarded for planning and operational improvements.
  • Customer Service Call Center Manager with 17 years of successful process improvement and cross-functional collaboration experience.
  • Dynamic application of quality assurance and budget management in a fast-paced business environment.
  • Customer-focused professional with 14 years of experience in the Customer Service sector.
  • Expertise in technology and product development.
  • Strong motivation combined with outstanding interpersonal, communication, and team-building abilities.

Accomplishments

  • Worked closely with IT and customer support to implement call monitoring tools, which improved quality assurance scores by 70%.
  • Resolved product issue through consumer testing.
  • Designed and delivered training on CRM usage, improving agent proficiency rates by 51% and reducing time-to-resolution.
  • Applied root cause analysis to identify and resolve recurring customer complaints, resulting in a 26% improvement in issue resolution times.
  • Implemented a Salesforce CRM solution that streamlined customer inquiries and reduced resolution time by 16%.
  • Implemented automated workforce management software, improving forecast accuracy by 20% and reducing labor costs.
  • Restructured shift scheduling processes, reducing agent downtime by 62% and increasing team alignment with call demand patterns.
  • Developed and deployed call center best practices that led to a 34% reduction in customer churn.
  • Utilized Salesforce CRM to automate reporting, reducing manual input errors by 85% and increasing efficiency.
  • Documented and resolved metric which led to procedure.

Affiliations

  • American Society for Quality (ASQ)
  • Strategic Account Management Association (SAMA)
  • Help Desk Institute (HDI)
  • National Association of Sales Professionals (NASP)
  • International Council of Nurses
  • Jaycees
  • National Speakers Association (NSA)
  • International Customer Management Institute (ICMI)
  • International Association of Administrative Professionals (IAAP)
  • Salesforce Certified Professional Program

Certifications

  • First Aid/CPR Certified
  • Six Sigma Green Belt Certification by Northwind
  • CompTIA Network+
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Project Management Professional (PMP) by program
  • SHRM Certified Professional (SHRM-CP)
  • Advanced Contact Center Operations Management (ACCOM) by Harbor & Co.
  • Six Sigma Black Belt Certification by Cedar Works
  • Customer Success Manager (CSM) Certification by SuccessCOACHING
  • Google Certified Professional Cloud Architect

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