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Skills

  • Budgets
  • Customer service
  • Team management
  • CRM performance monitoring
  • Employee retention strategies
  • Recruitment
  • Customer retention strategies
  • Regulatory compliance
  • Communications
  • First Aid/CPR

Work Experiences

  • Implemented cutting-edge programs, such as the initiative program, to boost employee retention and reduce turnover.
  • Created a cutting-edge employee recognition program that increased productivity and morale.
  • Dealt with difficult customers and clients in order to help lower-level employees and provide excellent customer service.
  • Led the company to a successful product launch and growth by developing an initial product roadmap and go-to-market strategy.
  • Worked to establish key internal functions and outline the scope of positions for the new organization by recruiting, hiring, and training initial personnel.
  • Looked at each employee's individual strengths and started a mentoring program to help them improve in areas where they were weak.
  • Achieved a $5 reduction in operational costs.
  • Created and implemented new policies to increase productivity and lower overall framework costs.
  • Reviewed inventory levels and ordered new merchandise to keep quantities well-stocked every several months.
  • Assessed suppliers in order to assess delivery quality, timeliness, and compliance, maintain tight cost controls, and maximize business operational efficiency.

Summaries

  • Dedicated to providing excellent procedure services and efficient conflict resolution.
  • Focused on ensuring smooth financial, personnel, and operational operations.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • A results-oriented planner who excels at forming and retaining high-performing teams.
  • Expert in standard industry protocols with a track record of successfully leading shifts while providing excellent guidance and employee leadership.
  • Customer Service Center Manager with 16 years of successful client relations and quality assurance experience.
  • With 17 years of experience planning, leading, and improving client relations functions, I am an enthusiastic leader.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Achieved a 25% faster resolution rate in high-priority client issues, reducing service disruptions while driving customer loyalty and satisfaction.
  • Ready to take on new challenges and work with a dynamic organization to achieve success.

Accomplishments

  • Instituted a ticket-based workflow system that improved customer request resolution time by 84% ahead of industry benchmarks.
  • Led initiative to enhance Net Promoter Score (NPS) by 67% through improved customer engagement strategies.
  • Trained and mentored 12 team leaders, developing an internal pipeline for future leadership roles.
  • Reduced service center staff turnover by 19% through a revamped recruitment and onboarding process.
  • Introduced a new CRM platform, reducing customer response time by 47% and increasing customer satisfaction scores by 53%.
  • Reduced customer complaints by 84% after refining department protocols around customer touchpoints.
  • Documented and resolved method which led to category.
  • Successfully mediated 4 staff conflicts, which improved team cohesion and reduced internal complaints by 68%.
  • Streamlined customer feedback loops by implementing real-time survey systems, increasing actionable insights by 70%.
  • Aided a technology upgrade of phone systems that resulted in a 20% increase in call connectivity and reduced hang-up rates.

Affiliations

  • International Association of Business Communicators – Customer Service Branch
  • American Marketing Association
  • American Medical Informatics Association
  • Lions Club
  • Society for Human Resource Management (SHRM) – Customer Engagement
  • Leadership Council for Customer Service Executives
  • Help Desk Institute (HDI)
  • Online Customer Care Professionals Network
  • National Customer Service Association
  • Society of Human Resource Management

Certifications

  • Six Sigma Green Belt Certification - Ironclad Systems
  • First Aid/CPR Certified
  • Certified Workforce Management Professional (CWMP) - Lakeside Partners
  • CompTIA Network+
  • Leadership in Customer Experience Certification Harbor & Co.
  • Cisco Certified Network Associate (CCNA)
  • Customer Loyalty and Retention Professional (CLRP) - Beacon Labs
  • ServSafe
  • Certified Call Center Supervisor (CCCS) - Lakeside Partners
  • Certified Contact Center Manager (CCCM) - Lakeside Partners

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