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Skills

  • Team management
  • Agent performance analytics
  • Insurance billing
  • Customer service
  • Administrative support
  • Problem resolution
  • Event coordination
  • Project organization
  • Client Retention Strategies
  • Operational improvement

Work Experiences

  • Improved personnel coverage by planning work schedules based on staff availability and anticipated demand.
  • Achieved 7% fewer escalations to upper management.
  • Increased operational efficiency by managing work requests, new orders, pricing, and changes, as well as coordinating logistics to ensure delivery dates were met.
  • Bolstered average customer lifetime value by 23%.
  • Managed physical and digital filing systems, ensuring that records were well-organized and accessible to team members.
  • Built strong customer relationships.
  • Assessed and eliminated procedural bottlenecks.
  • Achieved results across several months.
  • Assisted in the recruitment of top talent by interviewing candidates and completing all HR processes, such as onboarding, orientation, and benefits.
  • Kept track of 5 clients' files and records while adhering to all security protocols to prevent data breaches and misuse.

Summaries

  • Spanish and Mandarin are both fluent.
  • Multilingual and fluent in Japanese and Spanish, with a strong grasp of cultural differences.
  • Seeking a leadership position with a company in the Customer Service sector.
  • Motivating leader who has built and managed standard teams in the past.
  • Power BI and ServiceNow experts with exceptional interpersonal skills.
  • Individual with strategic planning and vendor management skills who is highly communicative and personable.
  • Professional with a strong sense of responsibility who provides executive support and team leadership to business operations.
  • Successful in meeting and exceeding business objectives while satisfying customer needs.
  • Quality assurance Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.
  • Office Manager and administration professional with 16 years of experience supervising a wide range of critical functions in a fast-paced environment.

Accomplishments

  • Coached 2 team members to meet individual targets, resulting in a collective 54% increase in team performance over two years.
  • Analyzed and redefined customer survey methodologies to gather more actionable insights, improving retention-focused metrics by 16.
  • Integrated multilingual support processes to better serve diverse customer bases, enhancing customer satisfaction scores in Japanese support by 35%.
  • Successfully managed 2 CRM integration projects that increased customer recovery rates and reduced churn by 29% points.
  • Drove key retention metrics by curating user-specific retention tactics, which boosted repeat purchase rates by 71%.
  • Successfully managed a team of 9 customer service agents to meet and exceed weekly KPIs, improving team productivity and retention by 35%.
  • Created a dynamic multi-channel customer retention strategy that elevated the average customer lifetime value by 42% within several months.
  • Applied predictive analytics in operational decision-making, optimizing workforce allocation and reducing call wait times by 75% minutes.
  • Implemented agent shadowing and service quality monitors, improving team First Call Resolution (FCR) from 76% to 15%.
  • Led a change management initiative that reduced team attrition from 40% to under 31% over 18 months.

Affiliations

  • Co-chair, Call Center Leadership Development Roundtable, 2021, Portland
  • Member, Contact Center World Global Association, 2022–Present
  • Alumni, Customer Service Leadership Summit, 2015, Boston
  • Attendee, Call Center Week (CCW) Events and Networking, 2021–2016
  • Certified in Lean Six Sigma for Customer Service Operations, Cedar Works, 2021
  • Speaker, Call Center and Customer Service Conference, 2022, in Atlanta
  • Participant, Customer Retention Strategies Workshop, Denver, 2017
  • Certified Call Center Manager (CCCM), procedure, 2017
  • Member, International Customer Management Institute (ICMI), 2023–Present
  • Professional Member, Society of Workforce Planning Professionals (SWPP), 2022–Present

Certifications

  • Performance Metrics for Call Centers - Microsoft Excel
  • Certified Business Process Professional (CBPP) - Vantage
  • Certified Strategic Customer Success Manager (SCSM)
  • Certified Escalation Management Professional - Vantage
  • Data-Driven Decision Making (Google Data Analytics or Equivalent)
  • ITIL Foundation Certification (Service Management)
  • American Academy of Financial Management (AAFM)
  • AI-Driven Customer Support Certification - QuickBooks
  • Customer Relationship Management (CRM) Certification – HubSpot
  • Certified Customer Experience Professional (CCXP) – 2024

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