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Skills

  • Program equipment
  • Professional ethics understanding
  • Process optimization
  • Conflict resolution skills
  • Clear and Empathetic Communication
  • Process improvement
  • Customer churn reduction techniques
  • Legal knowledge
  • Organization
  • Team management

Work Experiences

  • Achieved 85% faster resolution times.
  • Boosted NPS by 50% points.
  • Authored internal conflict resolution guidance documentation.
  • Achieved results in 18 months.
  • Collaborated with marketing on early-warning systems, allowing for proactive issue resolution and saving $16 in potential losses.
  • Achieved 83% improvement in issue identification.
  • Collaborated with compliance and legal departments to handle sensitive issues and legal proceedings.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Achieved a 9-week reduction in average case resolution time.

Summaries

  • Demonstrated success in dealing with complex policy issues in a timely and accurate manner.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Boosted customer satisfaction.
  • Attentive to all points of view and close collaboration with disputants to provide mediation and solutions based on communication and cooperation.
  • Accomplished Senior Resolution Specialist focused on first-contact resolution and process optimization. Led efficiency initiatives that reduced customer churn by 36% and increased team productivity by 28%. Expert in CRM tools.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Adept at training teams.
  • Costs were consistently reduced while profits were increased.
  • Senior Resolution Specialist is a multi-talented Senior Resolution Specialist who is consistently rewarded for planning and operational improvements.

Accomplishments

  • Orchestrated interdepartmental escalations, successfully mitigating high-priority cases and limiting exposure to reputational risk.
  • Resolved product issue through consumer testing.
  • Utilized ServiceNow to streamline workflow automation processes, cutting average case reporting times by 49% minutes.
  • Implemented a weekly performance tracking system that improved departmental response accuracy rate by 27%.
  • Increased team efficiency by implementing an advanced ticketing system, resulting in a 65% decrease in escalated cases.
  • Achieved a 17-week reduction in average resolution time by implementing proactive case management strategies.
  • Collaborated with marketing on system updates that reduced customer-reported system issues by 32%.
  • Managed 2 high-value client portfolios, driving an improvement of 19% in overall customer satisfaction scores.
  • Collaborated with internal teams to launch a proactive client feedback mechanism, increasing repeat resolution success by 36%.
  • Documented and resolved system which led to program.

Affiliations

  • Lions Club
  • Women in Dispute Resolution (WIDR)
  • American Society of Safety Professionals
  • Project Management Institute
  • Association for Operations Management (APICS)
  • Association for Conflict Resolution (ACR)
  • International Association for Six Sigma Certification (IASSC)
  • American Society for Quality (ASQ)
  • Rotary International
  • National Association of Conflict Resolution Professionals (NACRP)

Certifications

  • Certified ITIL Foundation - Cedar Works
  • First Aid/CPR Certified
  • Certified Customer Experience Specialist (CCES) - Harbor & Co.
  • Certified Leadership in Customer Service (CLCS) - Lakeside Partners
  • Salesforce
  • Certified Scrum Master (CSM) - Vantage
  • Certified Professional in Agile Customer Service (CPACS) - Meridian
  • Certified Supervisor in Conflict Resolution (CSCR) - Northwind
  • Lean Six Sigma Green Belt Certification - Lakeside Partners, 2024
  • Certified Business Continuity Professional (CBCP) Brightline

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