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Skills

  • Strong interpersonal skills
  • Multi-line phone talent
  • Medical terminology knowledge
  • Inventory management
  • Process improvement expert
  • Employee training
  • Document processing
  • Exceptional time management skills
  • i-channel contact center software
  • Business operations

Work Experiences

  • Won
  • Responded quickly to general inquiries from members, staff, and clients by mail, e-mail, and fax.
  • Calculated accurate sales prices for purchase transactions.
  • Was in charge of the center's day-to-day operations, which included scheduling, performance monitoring, and the creation of daily reports.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • Expressed gratitude for the business and invited and encouraged customers to return.
  • Had planned ahead.
  • Ensured
  • Was in charge of all day-to-day operations at 10 store locations.
  • Devised new procedures and systems to improve customer satisfaction.

Summaries

  • Resourceful
  • Service Center Manager is a sales professional who excels at exceeding sales goals and company expectations by building a strong client base and providing excellent customer service.
  • Service Center Manager is skilled at bending and flexing in response to change.
  • With a commitment to excellent service and team motivation, she is skilled at scheduling and trained in conflict resolution.
  • Initiative, program, and procedure are all available.
  • Multilingual and fluent in Spanish and Japanese, with a strong grasp of cultural differences.
  • Service Center Manager with over 5 years of experience in retail and customer service.
  • Ambitious
  • Articulate
  • Seasoned

Accomplishments

  • Developed customer resolution scripts and processes that resulted in a 25% decrease in escalated cases and an increase in first-call resolution by 63% over 6 months.
  • Established a performance-based incentive program that motivated staff and increased service request completion rate by 29% while maintaining or improving service quality.
  • Framework 10 WPM data entry rate, with 11% accuracy.
  • Telephone Service: Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Increased service resolution consistency between shifts and locations by standardizing processes across 11 sites, resulting in a 75% increase in overall customer satisfaction.
  • Designed a staff rotation schedule that optimized resource usage and improved average case completion time by 6 hours.
  • Forecasted staffing needs during peak periods, ensuring optimal service coverage and reducing wait times by 49%.
  • Achieved status as one of 8 top sales performers in the region comprised of 7 stores.
  • Implemented new customer engagement strategies, resulting in a 74% increase in service request resolutions and a significant improvement in repeat customer satisfaction.

Affiliations

  • Certified Service Manager (CSM) - In-depth education and hands-on experience in managing service center operations with focus on service delivery optimization.
  • Member, The Customer Service Institute of America (CSIA) - Participation in professional credentialing to stay current on customer service and experience design techniques.
  • Certified in ITIL® Foundation - Demonstrated expertise in IT Service Management principles and how they apply to improving customer service experiences.
  • Certified Customer Support Specialist (CCSS) - Specialized training in customer support methodologies to optimize response times and satisfaction levels for complex cases.
  • Advanced Leadership in Service Innovation Certificate, framework - Comprehensive coursework focusing on advanced service management strategies.
  • Member, International Customer Service Association (ICSA) - Attends and contributes to best practices discussions related to client engagement and satisfaction.
  • Participant, Annual Customer Support Leadership Summit - Hands-on workshops and keynote discussions on scaling and managing customer service teams.
  • Certified Professional Service Marketer (CPSM) - Expertise in promoting service offerings effectively within the marketplace.
  • Certification in Lean Service Operations - Applied Lean principles to reduce wastage and improve service workflows at the center.
  • Member, The Association for Operations Management (APICS) – Engaged in professional development activities focused on improving operational performance in cross-functional service teams.

Certifications

  • Six Sigma Yellow Belt certification
  • Cobit 2019 Foundation Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Customer Service Institute of America (CSIA) Certification - Cedar Works
  • CompTIA A+ Technician
  • Certified Business Analysis Professional (CBAP)
  • Certified Customer Service Professional (CCSP)
  • Sales Manager Certificate
  • Leadership in Customer Service Management (LCSM) - Ironclad Systems
  • ServSafe

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