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Skills

  • Quality control understanding
  • Team management
  • Operational improvement
  • Relationship development
  • Professional ethics understanding
  • Strategic problem-solving
  • Team building
  • Change Management
  • Process improvement
  • Escalated calls management

Work Experiences

  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Collaborated with customer success to implement a new escalation pathway.
  • Achieved a 43% reduction in rework.
  • Collaborated with cross-functional teams.
  • Solved initiative issues, improved operations, and provided excellent customer service.
  • Collaborated with process customers to determine their needs and deliver category service.
  • Achieved 83% improvement in issue identification.
  • Transported Power BI to two years customer locations.
  • Had an excellent attendance record and was always on time for work.
  • Achieved results within several months.

Summaries

  • Professional with customer service management and quality assurance experience.
  • Senior Resolution Specialist with 15 years of successful risk assessment and vendor management experience.
  • Expert at quickly and accurately resolving account, service, and claims issues.
  • Achieved a 37% improvement in issue tracking.
  • Achieved rapid resolutions.
  • Collecting supporting data, drafting and reporting comprehensive documentation, and leading agreements to resolve complex problems are all skills that I have.
  • Achieved a 85% improvement in first-contact resolution rates.
  • Achieved a 23% improvement in operational transparency.
  • Consistently exceeded department KPIs by 45%.
  • Achieved a 33% reduction in escalated cases.

Accomplishments

  • Achieved a 17-week reduction in average resolution time by implementing proactive case management strategies.
  • Utilized ServiceNow to streamline workflow automation processes, cutting average case reporting times by 49% minutes.
  • Managed a portfolio of strategic accounts, achieving a retention rate of 30% over a 11-month period.
  • Developed an automated case-routing system, reducing case backlogs by 46% and improving first-response times.
  • Optimized customer communication workflows, shortening inquiry response times by 33% and boosting NPS by 49% points.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Regularly exceeded case throughput targets by 27% through optimized resource alignment and workload distribution.
  • Served as the primary point of contact for priority accounts, ensuring resolution excellence and contributing to a 49% increase in client retention.
  • Documented and resolved system which led to program.
  • Created real-time dashboard reporting, giving leadership immediate visibility into performance metrics and improving SLA adherence by 30%.

Affiliations

  • International Association of Administrative Professionals
  • Academy of Management (AOM)
  • Rotary International
  • Association for Operations Management (APICS)
  • Association for Computing Machinery
  • American Medical Informatics Association
  • International Council of Nurses
  • International Ombudsman Association (IOA)
  • National Contract Management Association (NCMA)
  • Global Resilience Federation (GRF)

Certifications

  • Certified Escalations Manager (CEM) - Lakeside Partners
  • Certified Supervisor in Conflict Resolution (CSCR) - Northwind
  • Certified Professional in Customer Relations (CPCR) - Northwind
  • Certified Customer Resolution Specialist (CCRS) - Lakeside Partners
  • Certified Leadership in Customer Service (CLCS) - Lakeside Partners
  • Certified Professional in Data-Driven Customer Service (CPDDCS) - Summit Group
  • Certified Workplace Mediator - Cedar Works
  • Certified Quality Improvement Associate (CQIA) - Lakeside Partners
  • Conflict Management and Resolution Certificate - category
  • Certified Project Manager for Customer Service (CPMCS) - Ironclad Systems

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