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Skills

  • Accounts reconciliation
  • Data-driven decision making
  • Call Center Operations Optimization
  • Data entry
  • Team leadership and supervision
  • CRM and office management software
  • Training program development
  • Customer complaint resolution
  • Agent performance analytics
  • Agent performance coaching

Work Experiences

  • Kept track of 5 clients' files and records while adhering to all security protocols to prevent data breaches and misuse.
  • Increased productivity and oversaw the presidential calendar, which included coordinating itineraries and scheduling meetings.
  • Assisted more than 12 Retention Call Center Managers with clerical needs such as taking messages, scanning documents, and routing business correspondence.
  • Achieved annual savings of $2.
  • Accomplished this within 6 months.
  • Assessed and eliminated procedural bottlenecks.
  • Streamlined back office services for clients to ensure proper functionality and a positive user experience.
  • Defined and documented office procedures and provided thorough and comprehensive training for all administrative support staff using updated SOPs.
  • Achieved a 38% increase in customer loyalty.
  • Achieved upsell success within one year.

Summaries

  • Retention Call Center Manager and team leader with 6 years of experience in method settings.
  • Looking forward to taking on a new challenge with a successful team.
  • Recognized for outstanding customer service and teamwork.
  • Successful in managing team performance and allocating resources to meet demand and workflow.
  • Assisting members of the administrative team in completing tasks in a timely and accurate manner.
  • Method, initiative, and program are all available.
  • Office Manager and administration professional with 16 years of experience supervising a wide range of critical functions in a fast-paced environment.
  • Motivating leader who has built and managed standard teams in the past.
  • Retention Call Center Manager is a hardworking and dependable Retention Call Center Manager who excels at strategic planning and vendor management.
  • Dependable and meticulous, with the ability to manage a variety of tasks and priorities.

Accomplishments

  • Coached 2 team members to meet individual targets, resulting in a collective 54% increase in team performance over two years.
  • Conducted thorough post-campaign analysis that identified areas for improvement, leading to a churn reduction of 65% over the past year.
  • Orchestrated data-driven decisions to enhance client engagement scorecards, resulting in a 65% customer satisfaction spike.
  • Collaborated with IT to introduce an AI-driven tool for handling customer queries, reducing escalation rates by 55% while improving overall customer satisfaction.
  • Analyzed and redefined customer survey methodologies to gather more actionable insights, improving retention-focused metrics by 16.
  • Partnered with Marketing to develop loyalty programs that improved brand advocacy and reduced customer churn by 38% points.
  • Led cross-functional remote teams in delivering tailored customer experiences, improving retention rates by 26% while reducing churn.
  • Implemented a KPI tracking dashboard that increased visibility for stakeholders, resulting in a 73% faster decision-making process.
  • Applied predictive analytics in operational decision-making, optimizing workforce allocation and reducing call wait times by 75% minutes.
  • Integrated multilingual support processes to better serve diverse customer bases, enhancing customer satisfaction scores in Japanese support by 35%.

Affiliations

  • Certified Workforce Optimization (WFO) Professional, category, 2017
  • Professional Member, Society of Workforce Planning Professionals (SWPP), 2022–Present
  • Member, Professional Association for Customer Engagement (PACE) 2023 – Present
  • Certified in Lean Six Sigma for Customer Service Operations, Cedar Works, 2021
  • Volunteer Mentor, Call Center Agent Career Development Program, Brightline, 2017–2022
  • Member, American Management Association (AMA), 2017 - Present
  • Completed Strategic Negotiation Skills for Call Center Leaders, Summit Group, 2018
  • Participant, Customer Retention Strategies Workshop, Denver, 2017
  • Speaker, Call Center and Customer Service Conference, 2022, in Atlanta
  • Member, Call Center Industry Advisory Board, Portland, 2023–2016

Certifications

  • CompTIA Network+
  • ITIL Foundation Certification (Service Management)
  • Operations Management Essentials Certification - 2017
  • Lean Six Sigma Green Belt Certification – Brightline
  • Microsoft Certified Systems Engineer (MCSE)
  • Cisco Certified Internetwork Expert (CCIE)
  • American Academy of Financial Management (AAFM)
  • Certified Business Analysis Professional (CBAP)
  • Google Certified Professional Cloud Architect
  • Customer Relationship Management (CRM) Certification – HubSpot

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