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Skills

  • Project organization
  • Business writing
  • QuickBooks expert
  • Team building
  • Planning and coordination
  • CCTV
  • Agent Retention Strategies
  • Excel spreadsheets
  • Problem resolution
  • Agent Performance Evaluation

Work Experiences

  • Was the main point of contact for all outside vendors who needed access to the building.
  • Assisted in implementing a new client ticketing system, which reduced manual processes and led to a 10-annually in labor savings.
  • Achieved 16% faster completion of probation periods.
  • Developed administrative and logistical reports as well as created and maintained spreadsheets.
  • Improved traceability by establishing systems for contracts, records, reports, and agendas.
  • Achieved a 70% increase in client satisfaction scores.
  • Achieved results by the end of 2023.
  • Analyzed client surveys.
  • Achieved 35% increase in engagement.
  • Built a strong, collaborative team environment.

Summaries

  • Process improvement in program settings and client relations in cross-functional collaboration settings.
  • Expert in program with a strong aptitude for automated and optimized.
  • Adept at analyzing client and agent data.
  • Achieved a 30% boost in overall productivity.
  • Initiative and standard have a proven track record.
  • Reliable stocker with experience carrying over 10 pounds of store merchandise.
  • Versatile Office Assistant with 9 years of experience working in program environments.
  • Effortlessly manages a wide range of administrative tasks, including mail, records, and travel arrangements.
  • Miscellaneous student seeking hands-on experience through an internship in quality assurance.
  • Able to liaise between different teams.

Accomplishments

  • Assisted in the launch of an internal communications portal, improving overall coordination between departments and enhancing support ticket resolution time by 15%.
  • Led initiatives to improve agent training and development, resulting in a 29% increase in agent service accuracy scores.
  • Created standard operating procedures for client data handling, reducing compliance breaches by 54% across 5 months.
  • Revamped internal team communication processes by leveraging Asana, reducing internal task delays by 75%.
  • Managed the onboarding and training of new agents, resulting in a 82% reduction in ramp-up time and improving team productivity.
  • Automated routine reporting tasks using Tableau, saving 17 hours of manual work per week and minimizing errors.
  • Implemented strategic agent retention program, reducing turnover by 74% within 11 months.
  • Re-engineered outdated agent support processes, cutting agent ticket resolution time by 83% over 13 months.
  • Developed a streamlined ticketing system workflow, reducing response time for agent inquiries by 83% and enhancing overall team efficiency.
  • Partnered with human resources to refine data accuracy reports, improving client service satisfaction by 46%.

Affiliations

  • Member, Agent Support and Development Course, Phoenix, 2023
  • Affiliated Member, Customer Engagement Strategies Forum (CES Forum), 2021 - Present
  • Participant, Customer Satisfaction and Feedback Analysis Conference, Chicago, 2022
  • Certified Expert in CRM Tools Application, Workday Solutions, 2016
  • Participant, Scheduling and Resource Management Workshop, 2019, Seattle
  • Member, Association of Customer Support Professionals (ACSP), 2023 - Present
  • Member, Client-Centered Support Initiative, 2019
  • Team Member, CRM Improvement Task Force, 2017 - 2020
  • Membership, Service Coordinator Analytics Society (SCAS), 2018 - Present
  • Certified Professional in Data Security Compliance, 2015, Ironclad Systems

Certifications

  • Accredited Agent Retention Expert (AARE) - International Customer Management 2016
  • Certified Operations Professional (COP) - American Management Association (AMA) 2020
  • Certified Agent Retention Specialist - Professional Association for Customer Engagement 2016
  • Association for Project Management (APM)
  • Salesforce
  • Professional in Human Resources (PHR) - HR Certification Institute (HRCI) - 2018
  • Advanced Customer Service Manager Certification - International Customer Service Association (ICSA) 2024
  • Certified Customer Operations Specialist (CCOS) 2015
  • Certified Public Accountant (CPA)
  • Apple Certified Associate (ACA)

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