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Skills

  • Staff training and development
  • Incident Management
  • Budgets
  • Employee scheduling
  • Cross-functional team leadership
  • Regulatory compliance
  • Inventory management
  • Change Management
  • Team building
  • MS Office

Work Experiences

  • Dealt with difficult customers and clients in order to help lower-level employees and provide excellent customer service.
  • Successfully managed purchasing, sales, marketing, and customer account operations.
  • By evaluating the effectiveness of process and framework projects, I was able to increase profits.
  • Established, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Looked at each employee's individual strengths and started a mentoring program to help them improve in areas where they were weak.
  • Researched current trends in order to add new merchandise to the product line and increase sales revenue $12.
  • Worked to establish key internal functions and outline the scope of positions for the new organization by recruiting, hiring, and training initial personnel.
  • Used performance data to evaluate and improve operations, as well as forecast needs and target current business conditions.
  • Kept the framework workspace clean and organized by working closely with employees to systemize tasks.
  • Kept track of 16 employees' daily activities and devised plans to address issues that resulted in procedure.

Summaries

  • Successful and innovative Executive Manager with extensive experience and a track record of re-energizing and restructuring organizations, developing strategic initiatives, and seizing new business opportunities.
  • Accomplished leader in student services call management, with a history of enhancing CRM systems, resulting in 45% efficiency improvements and more seamless student contact experiences.
  • Customer-focused General Manager with 8 years of experience who is committed to expanding quality assurance and data analysis.
  • Optimize long-term success by effectively balancing targets with resources.
  • Dedicated to providing excellent process services and efficient conflict resolution.
  • Strong motivation combined with outstanding interpersonal, communication, and team-building abilities.
  • Ready to take on new challenges and work with a dynamic organization to achieve success.
  • Student Services Center Call Manager who is forward-thinking and knows a lot about stakeholder engagement.
  • Recognized for successfully turning around a struggling company's operations in order to achieve long-term growth.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.

Accomplishments

  • Monitored daily call center performance and recommended staffing changes, improving queue times during peak periods by 23%.
  • Implemented real-time call monitoring software that enhanced supervisors’ ability to offer direct support, boosting response quality by 58%.
  • Exceeded team performance metrics by 61% by creating a culture of continuous feedback and development among call center staff.
  • Documented and resolved procedure which led to standard.
  • Created and executed data-driven workforce planning strategies to anticipate demand and reduce missed call rates by 63% during peak registration periods.
  • Provided ongoing coaching and performance reviews for individuals and the team, driving a 61% improvement in overall metrics.
  • Collaborated with IT team to implement a new CRM system, enhancing overall call tracking and case management productivity by 81%.
  • Spearheaded cross-functional team collaboration between student services, financial aid, and registration departments, improving call resolution rates by 73%.
  • Led post-call feedback initiatives, providing opportunities for continued service improvements and assisting in policy revisions for better user experience.
  • Enhanced team communication through daily briefings, reducing miscommunication-related service errors by 30%.

Affiliations

  • Association for Academic Support Professionals (AASP)
  • American Society of Safety Professionals
  • Contact Center Network Group (CCNG)
  • American Medical Informatics Association
  • National Institute for Staff and Organizational Development (NISOD)
  • Freemason
  • American College Counseling Association (ACCA)
  • Jaycees
  • Toastmasters
  • Customer Relationship Management Institute (CRMI)

Certifications

  • Certified Education Data Specialist (CEDS)
  • Google Certified Professional Cloud Architect
  • Certificate in Enrollment Management Leadership Harbor & Co. 2022
  • CompTIA Security+
  • Certified Public Accountant (CPA)
  • CompTIA Network+
  • SHRM-CP (Certified Professional) 2021
  • Certified Specialist in Talent Development (CSTD)
  • Google Analytics Individual Qualification (GAIQ)
  • Microsoft Certified Systems Engineer (MCSE)

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