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Skills

  • Operations management
  • Financial records and processing
  • Communications
  • Requirements analysis
  • Business operations
  • Pet charting information
  • Project organization
  • Infrastructure development
  • Agile framework
  • Operational improvement

Work Experiences

  • Achieved improvements over a period of 18 months.
  • I'm taking care of the customer's issues by following the agreed-upon procedure and scripts.
  • Double-checked the data's accuracy and integrity.
  • In charge of project coordination, which included defining scope, managing milestones, and maintaining positive relationships with all stakeholders in workflow optimization.
  • Copied, logged, and scanned supporting documents before filing everything in the client's files.
  • Answered an average of 14 calls, emails, and faxes per day, responding to customer inquiries, resolving problems, and informing customers about new products.
  • Applied predictive analytics to identify staffing peaks and troughs, ensuring proactive management and reducing service-level breaches by 44%.
  • Achieved a 21% reduction in service delays.
  • Created a new employee evaluation process that resulted in significant performance improvements.
  • Analyzed workforce performance trends.

Summaries

  • A committed, tactical team builder and strategic planner seeking a position in account management or sales with a forward-thinking elevator service and construction firm.
  • Expertise in overseeing product development from concept to completion, including packaging design, marketing, and promotional materials.
  • IT Manager with extensive experience in infrastructure technology, security planning, and day-to-day operations management.
  • Proactive
  • Valuable and hardworking employee with a track record of converting cold calls into profitable sales relationships.
  • Professional with over 15 years of experience in project management and process improvement initiatives across the enterprise.
  • A quick study who has worked in a variety of design fields to help companies strengthen their brands and grow their revenue.
  • Innovative
  • Dedicated to learning, growing, and succeeding in Human Resources.
  • Ambitious

Accomplishments

  • Introduced flexible scheduling that led to a 57% increase in employee satisfaction and retention.
  • Delivered training on scheduling and workforce optimization tools, improving manager efficiency by 17% in the decision-making process.
  • Optimized scheduling software leading to a 37% reduction in inefficiencies during peak hours.
  • Provided actionable reports on workforce trends to upper management, helping reduce overtime expenditure by $67,000.
  • Integrated budget forecasting tools with scheduling platforms, improving financial accuracy and resource allocation during quarterly reviews.
  • Directed team efforts that improved real-time adherence tracking, raising overall schedule compliance by 59%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led initiatives to integrate new scheduling software, improving workforce productivity by 72%.
  • Created automated dashboards for live reporting, resulting in reduced manual workload and real-time insights on workforce KPIs.
  • Developed models for shift optimization during off-peak hours, decreasing downtime and improving coverage without increasing costs.

Affiliations

  • Association for Computing Machinery
  • Certified Call Center Management Professional (CCMP)
  • Business Analytics Association
  • Lean Six Sigma Professional Network
  • Lions Club
  • North American Contact Center Professionals Association (NACCAP)
  • Performance Management Association (PMA)
  • IISE Workforce Planning Division
  • International Customer Service Association (ICSA)
  • Toastmasters

Certifications

  • CompTIA A+ Technician
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Human Resources Information Professional (HRIP) Certification by Meridian
  • Workforce Software Certified Specialist – QuickBooks, 2020
  • CompTIA Security+
  • Certified Public Accountant
  • CompTIA Network+
  • Proficiency in metric Certification – Ironclad Systems, 2017
  • Excel – Microsoft Office Specialist: Expert 2018
  • Certified Professional in Talent Development (CPTD) 2024

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