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Skills

  • Team management
  • First Aid/CPR
  • Churn rate reduction strategies
  • Team leadership and coaching
  • Employee development
  • Invoice generation
  • Customer behavior and trend analysis
  • Security systems
  • Purchasing and planning
  • Supervision

Work Experiences

  • Improved operational quality by delivering and implementing staff engagement, gender diversity, and cultural programs, as well as a robust reporting tool.
  • Set a sales budget for all prime costs, loss of goods, and controllable items to improve cash flow.
  • Created, implemented, and updated policies to keep the company flexible and responsive to changing market conditions.
  • Oversaw a successful turnaround that resulted in the elimination of over $14 in debt in the past year.
  • Was in charge of 6 employees through training, mentoring, improved, and implemented.
  • Achieved a 22% reduction in resolution time.
  • Promoted professional skill development in initiative and method employees through effective training, management, and motivation.
  • Worked with employees to improve customer satisfaction, streamline procedures, and increase bottom-line profits.
  • Used performance reporting and risk assessment to implement business strategies to increase revenue and expand into new markets.
  • Kept track of inventory levels on a 18 months basis and placed new merchandise orders to keep supplies stocked.

Summaries

  • Customer Support Team Manager with 16 years of experience in operations management, directing standard and category daily activities.
  • Program, initiative, and standard are all available.
  • Student pursuing a Customer Service degree who is eager to contribute developed knowledge in the role of Customer Support Team Manager.
  • Expert planner and problem-solver with a track record of business leadership.
  • Communicative and team-oriented, with Workday expertise.
  • Customer Support Team Manager and team leader with 16 years of experience in program settings.
  • Adaptable and deadline-driven, with the ability to manage and complete multiple projects in high-stress situations.
  • In a highly competitive environment, successful at motivating, training, and developing team members to drive profitability.
  • Proficient in promoting framework by leveraging workflow optimization and vendor management knowledge.
  • Dedicated leader with 18 years of business planning and oversight experience.

Accomplishments

  • Successfully onboarded and integrated workforce management tools that led to 68% better forecasting of support loads, reducing overtime costs.
  • Developed a conflict resolution protocol that decreased escalated tickets by 8% and increased team decision-making autonomy.
  • Provided actionable insights from weekly data analysis, which decreased product defect reports by 58% over a 18 months-month period.
  • Coordinated annual customer surveys that resulted in detailed insights to strategize a 2 point increase in the company’s NPS score.
  • Launched a comprehensive internal communication campaign that ensured all support policies were updated and followed, boosting compliance rates by 35%.
  • Designed and led continuous improvement initiatives, optimizing email handling processes that reduced AHT by 43% year-over-year.
  • Directed cross-channel support for SAP, achieving a 18-month streak of meeting SLAs with a reported CSAT of 56%.
  • Drove the optimization of support team performance using QA tracking, achieving a 64% increase in service accuracy across 4 regions.
  • Collaborated with the training department to develop a knowledge base, reducing incoming service tickets by 74% within 14 months.
  • Revamped the customer feedback intake process, improving the resolution rate of CSAT feedback by 67% within 4 months.

Affiliations

  • Member of the CX Network Leadership Group, offering peer-to-peer knowledge sharing and strategies for improving NPS and customer experience within the organization.
  • Member of the National Association of Call Centers (NACC), specializing in call center optimization strategies and live chat system integration for improved performance.
  • Attended Customer Contact Week (CCW) events annually, gaining expertise on trends in customer experience management and high-demand ticket response protocols.
  • Certified participant in the Help Desk Institute (HDI) Support Center Team Lead program, enabling advanced team management strategies and best practices application.
  • Joined the Computer & Communications Industry Association (CCIA) to ensure alignment with regulatory and compliance practices impacting customer support operations.
  • Member of the Technology Services Industry Association (TSIA), participating in forums about leveraging technology for customer support scalability and efficiency.
  • Engaged in the 'Customer Support Automation' Masterclass, focusing on implementing workflow automation for more effective high-priority ticket handling and faster resolutions.
  • Affiliate of the AI in Customer Service Society, contributing to discussions on implementing AI and chatbots to reduce ticket volume and enhance customer self-service.
  • Member of the Customer Support Leadership Institute (CSLI), engaging with other customer support managers for advanced training in KPI reporting and cross-departmental coordination.
  • Certified participant in Microsoft Dynamics 365 Customer Service Professional course, improving team’s proficiency in CRM technology for real-time customer issue tracking.

Certifications

  • Advanced Professional in Customer Support Leadership - Harbor & Co.
  • Certified Public Accountant (CPA)
  • Help Desk Manager Professional Certification - Beacon Labs
  • Association for Project Management (APM)
  • Apple Certified Associate (ACA)
  • Certified Technical Support Leader (CTSL) - Brightline
  • Certified Contact Center Manager (CCCM) - Vantage
  • Customer Advocacy Specialist (CAS) Certification - Beacon Labs
  • Salesforce
  • Professional Proactive Customer Outreach Manager - Vantage

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