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Skills

  • Documentation and control
  • Problem resolution
  • Data-driven decision making
  • Team leadership and development
  • Bookkeeping
  • Cross-functional collaboration
  • Procedure equipment
  • Customer satisfaction survey analysis
  • Complaint escalation and resolution
  • Data Management

Work Experiences

  • Accommodated customer needs.
  • Was in charge of the supervisor's schedule and appointments, as well as streamlining the scheduling process.
  • Completed 8 employees' bi-weekly payroll.
  • Achieved a 59% reduction in customer wait time.
  • Was in charge of billing, collection, and reporting for an office that generated over $18 per year.
  • Tracked and recorded expenses and reconciled accounts to keep accurate, current, and compliant financial records.
  • Was in charge of client and personnel appointment scheduling and itinerary coordination.
  • Improved the organization's payment collection, AP/AR, deposit, and recordkeeping systems.
  • Organized procedure meetings for 8 Senior Customer Service Supervisors and coordinated the availability of conference rooms for attendees every 18 months.
  • Used regular correspondence and scheduled status updates to communicate corporate objectives across all divisions.

Summaries

  • Independently solved problems and kept teams on task to handle a variety of business requirements.
  • Commended for consistently driving team success through strict adherence to company procedures and effective employee training.
  • 11 years of experience streamlining processes, managing talented team members, and performing client relations by an educated professional.
  • These abilities, as well as a strong work ethic, are available.
  • Strengths in cross-functional collaboration and client relations backed up by Customer Service training.
  • Senior Customer Service Supervisor is a multi-talented Senior Customer Service Supervisor who is consistently rewarded for planning and operational improvements.
  • Adaptable person with vendor management and quality assurance abilities.
  • Staff, resource, and day-to-day operations are well-coordinated by this expert.
  • HubSpot expert with database management experience.
  • Costs were consistently reduced while profits were increased.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Created and delivered ongoing training modules focused on conflict de-escalation techniques, improving customer interaction outcomes by 17% over several months.
  • Developed and led a task force aiming at customer satisfaction improvement, resulting in a Excellence Award recognition within 8 months.
  • Improved first-contact resolution rates by 61% through enhanced training on advanced troubleshooting protocols.
  • Implemented end-to-end case management protocols, resulting in more efficient case resolution and reducing escalations by 54% month-over-month.
  • Led the implementation of AI-driven chatbots, reducing unnecessary human intervention in customer queries by 85% and improving first-response resolution rates.
  • Partnered with human resources to define clear performance evaluation metrics, enhancing transparency and alignment with company objectives and boosting team engagement by 49%.
  • Streamlined cross-team workflows with Sales and Product by integrating HubSpot, improving overall service response times by 84% within 12 months.
  • Instituted a shared knowledge base that improved resolution accuracy by 19% while reducing call handling time for Tier-1 issues by 12 minutes.
  • Monitored and adjusted staffing levels during peak volume periods, ensuring service level agreement (SLA) compliance and cutting customer abandonment rates by 58% over three years.

Affiliations

  • Association of Information Technology Professionals
  • American Medical Informatics Association
  • Jaycees
  • Society of Human Resource Management
  • Association for Computing Machinery
  • Women in Customer Service & Support (WICS)
  • Customer Experience Professionals Association (CXPA)
  • National Association of Professional Women (NAPW)
  • Communications Workers of America (CWA)
  • Professional Association for Customer Engagement (PACE)

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Certified Analytics Professional (CAP) - with a focus on Customer Service Metrics
  • CompTIA Security+
  • Lean Six Sigma Green Belt Certification
  • Certified Customer Support Leader (CCSL)
  • CompTIA Network+
  • Master Certification in Contact Center Operations
  • Certified Professional in Customer Success (metric)
  • Certified Professional in Customer Service (CPCS)
  • Microsoft Certified Systems Engineer (MCSE)

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