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Skills

  • Budgets
  • Clerical support
  • Problem resolution
  • MS Office
  • Project organization
  • Interpersonal and written communication
  • Inspection reviews
  • Project management
  • Staff development
  • First Aid/CPR

Work Experiences

  • Kept track of client files, which included sales contracts, records of client interactions, client notes, and other data.
  • Achieved a 61% faster turnaround for high-priority cases.
  • Gathered and analyzed data to identify issues or trends, such as turnaround time and physician office issues.
  • Achieved a 62% satisfaction score.
  • Achieved a 41% decrease in ticket handling time.
  • Interpreted regulations to identify patient care requirement criteria that needed to be monitored and established compliance systems.
  • Achieved a 38% improvement in Net Promoter Score (NPS).
  • Achieved customer satisfaction rates above 48%.
  • Assisted social workers in developing, coordinating, and leading programs for people with framework and method concerns.
  • Conducted an initial client assessment and analysis to begin the research process.

Summaries

  • Professional with 5 years of progressive experience in the field who is highly organized and detail-oriented.
  • Excellent analytical skills were used to proactively improve customer service processes and obtain excellent feedback from customers.
  • Experience providing accurate and efficient product and service information, as well as resolving any emerging problems clients may encounter.
  • Achieved 79% increase in satisfaction results.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Team player who excels at collaborating with hardware and software experts to create a cohesive and successful design.
  • Knowledgable in a variety of design and testing methodologies.
  • Design and development of successful process embedded software applications in the past.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved 34% positive feedback.

Accomplishments

  • Documented
  • Won
  • Consulted
  • Created
  • Resolved
  • Collaborated with team of 6 in the development of system.
  • Collaborated with cross-functional teams to resolve complex client issues, improving overall client feedback scores by 40% across key accounts.
  • Solved
  • Established a continuous training program which reduced the number of junior employee errors by 69%, contributing to higher client satisfaction scores.
  • Protective Services: Applied safety procedures and policies as outlined in Department Safety Manual.

Affiliations

  • International Association of Administrative Professionals
  • Jaycees
  • International Customer Service Association (ICSA)
  • Customer Relationship Management Institute (CRMI)
  • Association for Talent Development (ATD)
  • Association of Support Professionals (ASP)
  • Freemason
  • Project Management Institute (PMI) - Customer Service Focus SIG
  • American Marketing Association
  • Professional Association for Customer Engagement (PACE)

Certifications

  • CompTIA Network+
  • Salesforce
  • Certified Information Systems Auditor (CISA) by ISACA
  • ITIL Foundation Certification in IT Service Management by AXELOS
  • Certified User Experience Professional (CUXP) by Cedar Works
  • Certified Net Promoter Associate (CNPA) by Qualtrics
  • Global Customer Service Certification (GCSC) by Vantage
  • SHRM Certified Professional (SHRM-CP)
  • CompTIA A+ Technician
  • Certified Salesforce Administrator by Salesforce

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