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Skills

  • Business operations
  • First Aid/CPR
  • Client acquisition strategies
  • Customer service
  • Regulatory compliance
  • Conflict resolution
  • Organization
  • Process equipment
  • Budgets
  • Agent performance management

Work Experiences

  • Built strong relationships with cross-functional teams.
  • Achieved a 12 consecutive-year streak of surpassing sales quotas by aligning agent activities with company strategies.
  • Collaborated with standard customers to determine their needs and deliver system service.
  • Achieved a 18 consecutive-year streak of surpassing sales quotas.
  • Achieved President's Club for Best Customer Service.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Aligned agent onboarding and training with strategic business objectives, reducing initial attrition rates by 39% over three years.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Achieved 44% growth in upsell revenue.
  • Transported Power BI to two years customer locations.

Summaries

  • Proven track record of creating profitable travel programs and growing clientele.
  • Self-starter with unrivaled expertise in budget management and risk assessment.
  • Achieved promotions in under several months.
  • Achieved a 63% increase in product knowledge scores.
  • Achieved success in driving customer retention rates above 80%.
  • Clear understanding of project management and performance reporting as well as team leadership training.
  • Agent Manager with 13 years of successful workflow optimization and process improvement experience.
  • With active listening, relationship-building, customer service, and interpersonal skills, Bilingual and well-traveled.
  • Achieved a 55% improvement in KPIs.
  • Agent Manager is a multi-talented Agent Manager who is consistently rewarded for planning and operational improvements.

Accomplishments

  • Initiated customer feedback loops which directly contributed to a 76% increase in first-contact resolution rates for service-related issues.
  • Spearheaded mentorship programs that promoted 17 agents to leadership positions within 18 months, effectively strengthening internal leadership pipelines.
  • Measurably enhanced process efficiency through workflow automation tools, leading to a 35% decrease in agent operational time for inquiries.
  • Developed a data-driven framework for agent performance evaluation, resulting in a 51% improvement in customer experience and feedback scores.
  • Developed partnerships with external vendors for specialized coaching sessions, enhancing agent compliance training and improving audit performance by 52%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Negotiated key performance metrics with stakeholders and adapted training modules to focus on high-priority customer issues, leading to a 16% reduction in complaint escalations.
  • Collaborated with the HR team to introduce mental wellness programs, increasing workplace morale by 26% and decreasing downtime.
  • Championed diversity and inclusion initiatives, fostering a more inclusive culture and leading to an employee engagement score increase of 21% over three years.
  • Achieved 79% uptime in service operations by effectively managing workforce allocation while ensuring agents adhered to operational guidelines.

Affiliations

  • Customer Experience Professionals Association (CXPA)
  • Certified Workforce Planning Professional (CWPP)
  • Lions Club
  • Technology Services Industry Association (TSIA)
  • American Marketing Association
  • Freemason
  • Association for Talent Development (ATD)
  • Certified Customer Engagement Professional (CCEP)
  • Unified Communications Professionals Association
  • International Association of Workforce Management Professionals (IAWFP)

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Professional in Talent Development (CPTD) - metric
  • Google Certified Professional Cloud Architect
  • Project Management Professional (PMP)
  • Certified Contact Center Quality Analyst (CCCQA) – Beacon Labs
  • SHRM Certified Professional (SHRM-CP) - Society for Human Resource Management
  • ISO 9001:2015 Lead Auditor – framework
  • Advanced Contact Center Leadership Certification – standard
  • Leadership and Management Designation (LMD) – framework
  • SHRM Certified Professional (SHRM-CP)

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