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Skills

  • Report writing
  • Supervision
  • Accounts reconciliation
  • Human resources best practices
  • Administrative support
  • Problem resolution
  • Budget forecasting
  • Invoice generation
  • Escalation management
  • First Aid/CPR

Work Experiences

  • Reduced project downtime by effectively managing, scheduling, and dispatching technicians for on-site repairs.
  • Created professional letters, presentations, and spreadsheets that were free of errors.
  • Was in charge of converting management directives into actionable directives for front-line employees.
  • Increased productivity and oversaw the presidential calendar, which included coordinating itineraries and scheduling meetings.
  • Achieved a 22% sales increase.
  • Achieved consistent performance over 2016.
  • Achieved Employee of the Year for highest customer retention rate in 2017.
  • Oversaw daily operations at the process office, ensuring that excellent services and care were delivered on a consistent basis.
  • Achieved customer success goals.
  • Kept track of 7 clients' files and records while adhering to all security protocols to prevent data breaches and misuse.

Summaries

  • Spanish and Mandarin are both fluent.
  • Effortlessly manages a wide range of administrative tasks, including mail, records, and travel arrangements.
  • Customer Service Department Manager is a hardworking and dependable Customer Service Department Manager who excels at workflow optimization and data analysis.
  • Strong technical skills and experience in risk assessment.
  • Individual with cross-functional collaboration and process improvement skills who is highly communicative and personable.
  • Office Manager and administration professional with 14 years of experience supervising a wide range of critical functions in a fast-paced environment.
  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.
  • Motivating leader who has built and managed metric teams in the past.
  • Seeking a leadership position with a company in the Customer Service sector.
  • In all aspects of administrative support, a multidisciplinary professional demonstrates essential and developed techniques in policy, procedure, and process improvement initiatives that minimize labor, increase productivity, and maintain quality.

Accomplishments

  • Implemented a multi-channel customer service system that resulted in a 20% increase in customer satisfaction across 12 regions.
  • Led customer loyalty initiatives, resulting in an increase of repeat business by 50% over a 17 month period.
  • Reduced employee turnover rates by 51% via a retention strategy involving career growth opportunities and feedback programs.
  • Reduced customer ticket backlog by 25% by optimizing workflow processes and enhancing support staff training programs.
  • Introduced cross-functional workshops with sales and marketing teams, resulting in a 21% improvement in cross-selling success.
  • Achieved Top Performer for best customer experience in 2019, maintaining a consistent 68% satisfaction rate over 3 interactions.
  • Designed a new training curriculum and on-boarding process that lowered the learning curve and improved performance by 61%.
  • Managed a team of 13 customer service representatives, increasing first-contact resolution by 34% over 6 months.
  • Reduced resolution times by 77% through first-call resolution training, enhancing both agent productivity and customer outcomes.
  • Coordinated with marketing teams to create cross-functional campaigns, resulting in a customer satisfaction rise of 48%.

Affiliations

  • Certified Customer Service Manager (CCSM) designation, with a specialty in driving high levels of first-contact resolution.
  • Graduated from the Harvard Business Review's Service Department Leadership Program, gaining innovative insights to drive team performance.
  • Completed training by the American Communication Association (ACA) to develop advanced skills in escalation matrix design.
  • Member of the International Association of Business Communicators (IABC) to enhance internal and external customer service communication channels.
  • Certified Professional through the Customer Service Institute of America (CSIA), specializing in customer feedback analysis and service improvement.
  • Member of the Help Desk Institute (HDI) to stay current with best practices in customer support operations and client retention strategies.
  • Involved in the Association for Service Professionals in Business (ASPB), with an emphasis on advanced complaint resolution strategies.
  • Engaged in the Customer Experience Management Professional (CEMP) program, focusing on end-to-end customer journey improvements.
  • Affiliated with the Customer Success Association (CSA) to network with professionals focused on long-term customer success and loyalty.
  • Involved in the National Customer Service Association (NCSA) for continuous professional development in client retention and issue resolution.

Certifications

  • Certified Customer Experience Professional (CCXP)
  • Microsoft Office Specialist (MOS)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Salesforce
  • HubSpot CRM Certification
  • Customer Service Leadership Excellence Certification (via Beacon Labs)
  • Professional Certificate in Digital Customer Service Strategies (via Brightline)
  • Leadership and Team Management Certification (2017)
  • American Academy of Financial Management (AAFM)
  • CompTIA Network+

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