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Skills

  • Accounts reconciliation
  • Event coordination
  • Escalation management
  • Team building
  • Organization
  • Data-driven decision making
  • Budget forecasting
  • Operational improvement
  • Communications
  • Security systems

Work Experiences

  • Was in charge of billing, collection, and reporting for a method office that generated over $13 per year.
  • Assisted more than 13 Customer Service Department Managers with clerical needs such as taking messages, scanning documents, and routing business correspondence.
  • Assisted in the recruitment of top talent by interviewing candidates and completing all HR processes, such as onboarding, orientation, and benefits.
  • Improved personnel coverage by planning work schedules based on staff availability and anticipated demand.
  • Achieved promotion rate by year-end.
  • Achieved Employee of the Year for highest customer retention rate in 2017.
  • Achieved results within 15 quarters.
  • Achieved OSHA.
  • Built a dynamic administrative team that supported all of the company's growth and productivity goals by recruiting, training, and developing them.
  • Oversaw daily operations at the process office, ensuring that excellent services and care were delivered on a consistent basis.

Summaries

  • Multi-tasking expert with over 12 years of method experience and a strong desire to contribute to team success.
  • Dynamic Office Manager with 9 years of experience supporting day-to-day operational functions in order to ensure a smooth business operation.
  • Professional with a strong sense of responsibility who provides executive support and team leadership to business operations.
  • Strong technical skills and experience in risk assessment.
  • Category and metric have a proven track record.
  • With hands-on experience, eager to learn new skills and advance knowledge.
  • Seeking a leadership position with a company in the Customer Service sector.
  • Assisting members of the administrative team in completing tasks in a timely and accurate manner.
  • Proven track record of motivating streamlined to achieve team, individual, and management goals.
  • Workflow optimization Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.

Accomplishments

  • Set up a multilingual support team, expanding customer service delivery to Boston and improving client satisfaction by 62%.
  • Introduced service KPIs focused on response time and issue resolution, driving service-level improvements by 15% within the past year.
  • Managed a team of 13 customer service representatives, increasing first-contact resolution by 34% over 6 months.
  • Improved customer retention rates by 44% through the successful implementation of a targeted rewards program.
  • Created a customer success team that increased upsell opportunities, leading to a 16 revenue boost within one year.
  • Resolved escalated customer complaints, achieving a 17% downturn in negative reviews over a one year.
  • Reduced employee turnover rates by 51% via a retention strategy involving career growth opportunities and feedback programs.
  • Led customer loyalty initiatives, resulting in an increase of repeat business by 50% over a 17 month period.
  • Designed and implemented a new ticket triage system, improving response times by 79% and reducing customer wait times to below 11 minutes.
  • Implemented a multi-channel customer service system that resulted in a 20% increase in customer satisfaction across 12 regions.

Affiliations

  • Completed a Six Sigma Black Belt certification course focused on improving first-call resolution and minimizing service complaints.
  • Involved in the Association for Service Professionals in Business (ASPB), with an emphasis on advanced complaint resolution strategies.
  • Member of the International Customer Service Association (ICSA), focusing on best practices in global customer service management.
  • Certified in ITIL (Information Technology Infrastructure Library) for managing customer interactions through enhanced resolution processes.
  • Participant in the Workforce Planning and Analytics Network (WPAN) to gain insights into effective workforce allocation strategies.
  • Involved in the National Customer Service Association (NCSA) for continuous professional development in client retention and issue resolution.
  • Member of the National Association of Call Centers (NACC), collaborating on methods for optimizing call center turnaround times.
  • Active member of the Global Call Center Management Association (GCCMA), dedicated to improving call center operations and communication flows.
  • Graduated from the Harvard Business Review's Service Department Leadership Program, gaining innovative insights to drive team performance.
  • Affiliated with the Society of Workforce Planning Professionals (SWPP) for expertise in staff resource allocation and performance optimization.

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Scrum Master Certification
  • Customer Service Institute of America (CSIA) Certified
  • AWS Certified Cloud Practitioner
  • Certified Strategic Customer Care Manager (CSCCM)
  • Certified Customer Service Manager (CCSM)
  • Salesforce
  • SHRM Certified Professional (SHRM-CP)
  • CompTIA A+ Technician
  • American Academy of Financial Management (AAFM)

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