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Skills

  • Insurance policy review
  • Strong interpersonal skills
  • Cash handling and management
  • Claims analysis
  • Administrative support
  • Employee relations
  • Merchandising
  • Employee training
  • MS Office
  • Client relations strength

Work Experiences

  • Developed strong relationships with both new and existing clients in order to better serve their financial needs and encourage branch loyalty.
  • Completed an average of 16 transactions in a timely manner each day.
  • Kept track of everything.
  • Compiled monetary reports and records for store managers on a weekly basis.
  • Identified
  • Processed shipments and kept stock shelves in order.
  • Solved
  • Kept the showroom clean and organized by displaying products in a neat and orderly manner.
  • Completed a variety of tasks to meet the needs of customers, such as processing and issuing money orders, managing returns and exchanges, and logging daily shipments on a daily basis.
  • Devised new procedures and systems to improve customer satisfaction.

Summaries

  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.
  • Expert
  • CPA certified
  • Articulate
  • Versatile
  • With a commitment to excellent service and team motivation, she is skilled at scheduling and trained in conflict resolution.
  • Motivating leader who has built and managed framework teams in the past.
  • Deadline-driven
  • Strong technical skills and experience in performance reporting.
  • Service Center Manager is a hardworking and dependable Service Center Manager who excels at process improvement and workflow optimization.

Accomplishments

  • Monetary Transactions: Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Introduced a proactive communication channel that improved customer engagement by 32% and resulted in faster resolution times by up to 7 hours.
  • Cashier: Achieved highest Number of new credit accounts opened within one-month period.
  • Customer Service: Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers. Handled guest complaints, maintaining a positive dining experience for all rest.
  • Metric Met and exceeded quotas generating 16+ calls per day on leads for software maintenance renewals. Served as communication link between engineering consultants, MIS management and staff.
  • Overhauled reporting systems for service center performance, reducing reporting time by 7% and increasing actionable insights through enhanced data visualization tools.
  • Developed and monitored key performance indicators (KPIs) for service metrics, successfully increasing overall service center performance by 85%.
  • Collaborated with team of 4 in the development of metric.
  • Drove the successful rollout of an online customer support portal, increasing self-service resolutions by 65% and reducing the load on customer support agents.
  • Initiated cost-saving measures that reduced operational expenses by 59% while maintaining service quality and increasing customer satisfaction by 82%.

Affiliations

  • Member, International Customer Service Association (ICSA) - Attends and contributes to best practices discussions related to client engagement and satisfaction.
  • Certification in Lean Service Operations - Applied Lean principles to reduce wastage and improve service workflows at the center.
  • Member, International Facility Management Association (IFMA) - Exchanging ideas on best practices for optimizing service facilities management and resource allocation.
  • Certified Customer Experience Professional (CCXP) - Applying customer experience strategy to integrate service center operations with customer satisfaction goals.
  • Member, The Association for Operations Management (APICS) – Engaged in professional development activities focused on improving operational performance in cross-functional service teams.
  • Member, Project Management Institute (PMI) - Participates in project management skill-building forums and webinars.
  • Participant, Annual Customer Service Management Workshop at system - Continuing education on the latest in customer service leadership techniques.
  • Certified, Call Center Management Professional (CCMP) - Enhanced knowledge of call center operations, from workforce scheduling to customer experience management.
  • Member, Global Industry Council on Customer Satisfaction – Regularly contributes to discussions on the future of customer satisfaction within service operations.
  • Attendee, Annual Service Excellence Conference - Networking with industry peers and identifying transformative customer service trends.

Certifications

  • Certified Call Center Manager (CCCM) - Meridian
  • ISO 9001:2015 Lead Auditor Certification Summit Group
  • Customer Service Institute of America (CSIA) Certification - Cedar Works
  • Certified Service Manager (CSM) - Meridian
  • Apple Certified Associate (ACA)
  • Advanced IT Service Management (ITSM) - Meridian
  • Certified ScrumMaster (CSM)
  • Salesforce
  • Sales Manager Certificate
  • SHRM Certified Professional (SHRM-CP)

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