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Skills

  • Credit and collections
  • Workflow planning
  • Data Management
  • Business operations
  • Excellent communication
  • Music showcase training
  • Time management skills
  • Heavy lifting
  • Multi-Task Management
  • Results-oriented

Work Experiences

  • Local, state, and federal agencies provided me with documents, clearances, certificates, and approvals.
  • Conducted an initial client assessment and analysis to begin the research process.
  • Achieved a 71% boost in positive surveys.
  • Procedure helped me achieve $68,000.
  • Was in charge of supervising 7 Customer Service Representative Supervisors in providing excellent customer service to callers with process and initiative issues.
  • Started two key partnerships that resulted in a 54% increase in revenue.
  • Investigated and resolved a variety of issues that impacted executive leaders and business initiatives.
  • Tracked and recorded expenses and reconciled accounts to keep accurate, current, and compliant financial records.
  • Copied, logged, and scanned supporting documents before filing everything in the client's files.
  • Provided expert clerical support by handling a wide range of routine and special requests efficiently.

Summaries

  • Meticulous Customer Service Representative Supervisor capable of creating exceptional communications, presentations, and spreadsheets that meet a variety of administrative needs using Adobe Creative Suite.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Excellent communicator and project manager with expertise in day-to-day operations, workflow improvements, and customer service.
  • 2 years of experience streamlining processes, managing talented team members, and performing vendor management by an educated professional.
  • Recruiting established talent in quality assurance and client relations for Customer Service Representative Supervisor.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Adaptable person with vendor management and workflow optimization abilities.
  • Customer Service administrative office management, related regulatory guidelines, and strategic planning certified PMP and Customer Service Representative Supervisor.
  • Detail-oriented Customer Service Representative Supervisor motivated to contribute initiative and process skills to growth-oriented positions
  • In fast-paced environments, this tireless team player is known for remaining poised and calm.

Accomplishments

  • Fostered a collaborative environment by establishing weekly team huddles, which contributed to a 78% increase in collective problem-solving.
  • Standardized service procedures that decreased average case handling time by 48% across the department.
  • Optimized the knowledge base for frontline agents, enabling a 64% reduction in escalations to tier 2 support.
  • Created a high-performance culture by setting KPIs that led to a 69% improvement in team morale over 18 months.
  • Implemented workforce management strategies that increased scheduling accuracy by 60%.
  • Mentored and coached 14 new representatives, facilitating a smoother onboarding process and reducing turnover by 55%.
  • Designed and implemented a customer feedback loop that increased actionable insights by 58%.
  • Rolled out a cross-functional training program that resulted in 9 employees becoming certified in Lean.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with sales on refining communication channels, driving a 19% boost in overall service levels.

Affiliations

  • Association of Information Technology Professionals
  • International Organization for Standardization (ISO) – Customer Service Standards Certification
  • American Society of Safety Professionals
  • Women in Technology International (WITI)
  • International Coaching Federation (ICF)
  • Customer Contact World Forum
  • Team Supervisory Skills Enhancer Program
  • Help Desk Institute (HDI) Certification
  • Rotary International
  • International Institute of Customer Service Professionals (IICSP)

Certifications

  • Leadership Development Program Certification – Meridian
  • Apple Certified Associate (ACA)
  • Advanced Call Handling Techniques Certification
  • Certified Professional in Customer Experience Management (CPCEM) – Harbor & Co.
  • Soft Skills Development Training – initiative
  • Six Sigma Yellow Belt Certification in Service Optimization
  • Certified Workforce Management Professional – Meridian
  • Project Management Professional (PMP)
  • Customer Service Management Certified by standard
  • Certified Public Accountant

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