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Skills

  • Strategic planning and execution
  • Multilingual Communication Abilities
  • Business analysis
  • Operational improvement
  • Efficiency Improvement Strategies
  • Call Center Management
  • Incident debrief reporting
  • Incident response planning
  • MS Office
  • Data collection and analysis

Work Experiences

  • Acted as lead operator for communication during incidents.
  • Achieved a 52% boost in operational awareness.
  • Devised, implemented, and tracked processes to improve long-term business success and profit margins by 14%.
  • Identified program areas in need of improvement and implemented procedure program, resulting in a 18% increase in productivity.
  • Achieved 35% higher employee engagement.
  • Various events, such as tradeshows, seminars, and workshops, were used to engage prospects and customers.
  • Enhanced and redefined organizational structure to maintain the company's competitive edge across territories.
  • Aligned team goals with department-wide objectives, improving transparency and collaborative efficiency by 75% over two years.
  • Increased employee morale and decreased turnover by 10%.
  • Created and managed an annual budget with effective controls to avoid overspending, reduce burn rate, and support sustainability goals.

Summaries

  • Communications Shift Supervisor is a skilled Communications Shift Supervisor who provides encouragement and feedback to help employees succeed.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Motivated metric manager with a track record of best practices and operations in the Marketing and Communications.
  • Within Marketing and Communications, senior Communications Shift Supervisor and outstanding performer in quality assurance and vendor management.
  • Competent offerings, pricing, and market positioning, as well as demonstrated ServiceNow expertise.
  • Bringing 9 years of industry experience to Harbor & Co., and ready to take on a challenging, growth-oriented role.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Recognized for successfully turning around a struggling company's operations in order to achieve long-term growth.
  • Clear understanding of workflow optimization and client relations as well as quality assurance training.
  • Recognized on a regular basis for outstanding performance and contributions to the Marketing and Communications industry's success.

Accomplishments

  • Facilitated troubleshooting of real-time communication issues during shifts, achieving 69% faster message relay times.
  • Enhanced the accuracy of incident documentation by 34% through the introduction of a standardized reporting procedure.
  • Collaborated with dispatch units to optimize shift structure, resulting in an 24% improvement in peak traffic response times.
  • Regularly facilitated cross-department workshops to enhance communication flow, resulting in faster incident-to-resolution times by 55% minutes.
  • Implemented a shift-based performance improvement plan that increased call resolution accuracy by 66%.
  • Worked directly with shift supervisors to establish best practices that reduced onboarding time for new hires by several months.
  • Effectively managed the escalation of emergency communication in collaboration with Ironclad Systems, cutting response times during critical hours by 73%.
  • Documented and resolved category which led to program.
  • Collaborated with team of 9 in the development of framework.
  • Spearheaded a shift realignment project, improving communication and collaboration between day and night teams, resulting in procedure.

Affiliations

  • Council of Communication Management
  • Safety and Health Communication Society
  • World Communication Association
  • Institute of Internal Communication (IoIC)
  • Society for Crisis Communication Management (SCCM)
  • Association of Public-Safety Communications Officials (APCO)
  • International Communication Association (ICA)
  • National Communication Association (NCA)
  • American Society of Safety Professionals
  • Public Relations Society of America (PRSA)

Certifications

  • CompTIA Security+
  • Advanced Communication Skills for Supervisors - Northwind
  • Apple Certified Associate (ACA)
  • Certified Shift Supervisor for Emergency Communication Systems – metric
  • SHRM Certified Professional (SHRM-CP)
  • Certified Communications Supervisor (CCS) - Brightline
  • Certified Management & Communication Supervisor - Harbor & Co.
  • Certified Communication Process Trainer – Meridian
  • Incident Management Communications Center Manager (IMCCM) - Harbor & Co.
  • Certified Call Center Manager (CCCM)

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