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Skills

  • Case tracking systems proficiency
  • Team building
  • Project organization
  • Supervision
  • Decision-making under pressure
  • Professional ethics understanding
  • Organization
  • Cross-functional collaboration
  • Process optimization
  • Client relationship management

Work Experiences

  • Achieved excellence in conflict resolution.
  • Achieved reduction over 18 months.
  • Looked into different vendor options and negotiated reasonable rates and delivery dates with them.
  • Analyzed conflict resolution data.
  • Transported Jira to two years customer locations.
  • Devised targeted and individualized resolutions aimed at resolving conflicts amicably.
  • Assessed case-sensitive issues.
  • Achieved a first-touch resolution rate of 75% by rearranging workflow processes around customer urgency surveys.
  • Achieved a 51% boost in customer rapport quality.
  • Analyzed conflict resolution data to establish more precise benchmarks, improving tracking accuracy by 57%.

Summaries

  • Cut resolution turnaround times by 51%.
  • Resolution Expediter is a multi-talented Resolution Expediter who is consistently rewarded for planning and operational improvements.
  • Strengths in data analysis and project management backed up by Food and Beverage training.
  • In all cases, I am compelled to adhere to all applicable laws and ethical procedures.
  • Attentive to all points of view and close collaboration with disputants to provide mediation and solutions based on communication and cooperation.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.
  • De-escalated and resolved customer conflicts.
  • Contributed to a 2 day reduction in dispute durations industry-wide.
  • Resolution Expediter is a focused and organized Resolution Expediter with a track record of interdepartmental coordination and project management success.
  • Boosted team efficiency.

Accomplishments

  • Collaborated with the operations team to eliminate bottlenecks, improving case handling efficiency by 61% in 6 months.
  • Led a post-resolution audit for conflict cases, offering actionable insights that reduced future disputes by 54%.
  • Effectively communicated with internal legal departments to achieve SAT compliance resolutions, reducing vendor disputes by 9 instances.
  • Facilitated training seminars on conflict resolution, leading to a 79% improvement in the case closure rate across departments.
  • Developed and implemented policy recommendations based on conflict resolution data, reducing repetitive disputes by 30%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with method to smoothly transition resolution processes, resulting in a measurable 28% improvement for dispute closure time.
  • Monitored and reported department performance within resolution workflows, identifying trends that facilitated a 54% increase in productivity.
  • Collaborated with team of 12 in the development of procedure.
  • Led cross-functional meetings to facilitate a unified approach to high-profile case escalations, improving resolution outcomes by 65%.

Affiliations

  • International Institute of Business Analysis (IIBA)
  • American Society for Quality (ASQ)
  • Society for Call Center Excellence (SCCE)
  • National Customer Service Association (NCSA)
  • Institute of Conflict Resolution and Communication (ICRC)
  • Customer Service Innovators Forum (CSIF)
  • National Association of Professional Mediators (NAPM)
  • Project Management Institute
  • Better Business Bureau Mediation Program Member
  • Resolution Roundtable Member Austin

Certifications

  • Certified in Call Center Management (CCCM) - Summit Group
  • Cisco Certified Network Associate (CCNA)
  • Certified Professional in Enterprise Risk Management (CPERM)
  • Advanced Dispute Management Certification (ADMC) - 2023
  • Advanced Certified Business Skills in Conflict Resolution (ACBSCR) - 2018
  • Certified Professional in Handling Complaints (CPHC) - 2016
  • Certified Professional in Workflow and Escalation Management (CPWEM) - 2016
  • Certified Business Analysis Professional (CBAP)
  • ITIL Foundation Certification – 2021
  • Cisco Certified Internetwork Expert (CCIE)

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