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Skills

  • Organization
  • Process improvement
  • Team leadership and supervision
  • Supervision
  • Staff training and development
  • Communications
  • Data collection and analysis
  • Regulatory compliance
  • Change Management
  • Business Administration

Work Experiences

  • Used cross-selling and upselling techniques to increase referral retention rates and increase sales and profits.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Submitted claims and started the damage appraisal process to make the claims process easier for policyholders.
  • Began standard service consultations with customers by asking open-ended questions in order to learn about their needs and preferences.
  • Entered customer contact information into Workday to keep track of customer interactions and improve service quality.
  • Reduced workflow inconsistencies by recruiting and hiring capable employees.
  • Achieved 82% more efficient processing.
  • Saved $13 per the past year by negotiating rates and delivery times with vendors.
  • Shared best practices with on-site and external personnel to align efforts and goals.
  • Increased the productivity of the customer service team by leading training initiatives and reorganizing schedules, resulting in a 9% reduction in overtime.

Summaries

  • Customer Service Eligibility Supervisor with 3 years of successful team leadership and stakeholder engagement experience.
  • Achieved a 39% decrease in customer complaints.
  • Achieved over 31% gains in quality.
  • Achieved over 20% gains in productivity.
  • Competent offerings, pricing, and market positioning, as well as demonstrated Adobe Creative Suite expertise.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.
  • Offering a can-do attitude and a track record of success in coordinating and monitoring operations across multiple departments.
  • Strengths in budget management and strategic planning backed up by Customer Service training.
  • Customer-focused team player with expertise in maximizing customer satisfaction while increasing profits and client acquisition.
  • Commended for cutting operating costs by 9% and supervising 18 employees, including sourcing, interviewing, and hiring.

Accomplishments

  • Built a data-driven customer feedback program to identify and mitigate recurring service challenges, resulting in 58% boost to customer retention.
  • Tracked and analyzed customer service metrics, developing targeted strategies that increased customer satisfaction scores by 71%.
  • Conducted monthly performance reviews, which led to a 38% increase in average team resolution speed.
  • Improved CRM integration workflows, decreasing manual intervention by 16% and boosting case resolution efficiency.
  • Led an internal project that reduced service pipeline bottlenecks by 78% through improved team-wide coordination.
  • Liaised directly with stakeholders to align customer satisfaction goals with service practices, resulting in a 60% improvement in critical service metrics.
  • Analyzed customer service trends using process, identifying key areas for improvement that led to a 51% increase in conversion rate.
  • Monitored evolving trends in customer feedback to proactively resolve systemic issues, improving overall customer satisfaction by 77%.
  • Introduced new team scheduling practices that optimized time management, reducing average customer wait time by 74% during peak periods.
  • Implemented teamwide use of process, raising overall department productivity by 26%.

Affiliations

  • National Association of Call Centers (NACC)
  • Contact Center Association Network (CCAN)
  • American Conflict Resolution Association (ACRA)
  • Society for Human Resource Management (SHRM) – Conflict Resolution Specialist Certification
  • International Association of Administrative Professionals
  • Society of Workforce Planning Professionals (SWPP)
  • American Society of Safety Professionals
  • Professional Background Screening Association (PBSA)
  • Operations Management Association for Contact Centers
  • National Customer Service Association (NCSA)

Certifications

  • Supervisory Leadership Certificate (SLD) - Northwind
  • Cisco Certified Network Associate (CCNA)
  • Certified Manager in Customer Support (CMCS) - Vantage
  • Certified Eligibility Worker (CEW) - Ironclad Systems
  • Certified in Risk and Information Systems Control (CRISC) - Cedar Works
  • Certified Public Accountant
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Public Accountant (CPA)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Healthcare Access Manager (CHAM) - Harbor & Co.

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