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Skills

  • Process improvement
  • Business operations
  • Budgets
  • Project management
  • Professional ethics understanding
  • Relationship development
  • Agreement preparation
  • Continuous improvement methodologies (e.g., Six Sigma, Lean)
  • MS Office
  • Stakeholder engagement

Work Experiences

  • Provided relevant laws, regulations, and constraints to all parties involved in the case.
  • Collaborated with cross-functional teams.
  • Achieved resolution for 84% of cases annually.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Achieved results in 18 months.
  • Assisted team members in honing their skills and improving their performance in order to increase service and productivity.
  • Achieved a 17% reduction in repeat conflicts.
  • Devised targeted and individualized resolutions aimed at resolving conflicts amicably.
  • Assisted management in keeping the team productive.
  • Had an excellent attendance record and was always on time for work.

Summaries

  • Strengths in performance reporting and risk assessment backed up by Customer Service training.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Costs were consistently reduced while profits were increased.
  • A solution-focused Senior Resolution Specialist who has driven measurable improvements, cutting average case resolution time by 18 hours and reducing unresolved escalations by 75%. Skilled in process streamlining.
  • Achieved a 70% improvement in case resolution.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved a 49% improvement in customer retention.
  • Collaborative Senior Resolution Specialist.
  • Adept at training teams.

Accomplishments

  • Identified inefficiencies in the resolution cycle, leading to a 75% decrease in average time to resolution for method issues.
  • Piloted a case-flagging system to prioritize critical cases, resulting in a 51% improvement in SLA adherence.
  • Resolved product issue through consumer testing.
  • Developed an automated case-routing system, reducing case backlogs by 46% and improving first-response times.
  • Documented and resolved system which led to program.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Increased team efficiency by implementing an advanced ticketing system, resulting in a 65% decrease in escalated cases.
  • Implemented a weekly performance tracking system that improved departmental response accuracy rate by 27%.
  • Analyzed case resolution trends and introduced predictive analytics, resulting in a 37% increase in first-contact resolution.
  • Reduced case closure time by 74% weeks through targeted coaching and development of junior resolution specialists.

Affiliations

  • Dispute Resolution Section of the American Bar Association (DRS-ABA)
  • National Contract Management Association (NCMA)
  • Association for Supply Chain Management (APICS)
  • Association for Conflict Resolution (ACR)
  • International Association of Contract and Commercial Management (IACCM)
  • International Council of Nurses
  • National Association of Credit Management (NACM)
  • Customer Service Institute of America (CSIA)
  • Society of Human Resource Management
  • Conflict Prevention and Resolution Organization (CPRO)

Certifications

  • Lean Six Sigma Green Belt Certification - Lakeside Partners, 2024
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Public Accountant
  • Certified ITIL Foundation - Cedar Works
  • Certified Project Manager for Customer Service (CPMCS) - Ironclad Systems
  • Root Cause Analysis Certification - Meridian
  • Certified Customer Experience Specialist (CCES) - Harbor & Co.
  • Certified Professional in Data-Driven Customer Service (CPDDCS) - Summit Group
  • Cisco Certified Network Associate (CCNA)
  • SHRM Senior Certified Professional (SHRM-SCP)

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