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Skills

  • Multilingual communication German
  • Budgets
  • Communications
  • Compliance monitoring and resolution
  • Customer Feedback and Survey Analysis
  • Process documentation
  • Performance metrics analysis
  • Automation implementation and management
  • Relationship development
  • Program administration and oversight

Work Experiences

  • Conducted audits in 2016.
  • Informed potential participants about the services and procedures required to participate in the program.
  • Built strong relationships with community referral partners.
  • Collaborated with the marketing team.
  • Collaborated with standard vendors to improve program services, leading to a 37% increase in applicant engagement and enrollment.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Addressed common inquiries.
  • Achieved a 75% successful resolution rate.
  • Advised leadership on emerging trends from applicant data, leading to process adjustments that improved service offerings.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.

Summaries

  • Achieved a 15% improvement in key program outcomes.
  • Costs were consistently reduced while profits were increased.
  • Created well-crafted applicant guidelines.
  • Achieved 62% closure rate improvement by 2019.
  • Contributed to a 28% reduction in processing delays.
  • Committed to simplifying the applicant experience by developing automated solutions that improved accuracy, efficiency, and satisfaction by 80%.
  • Contributed to better tracking throughout programs.
  • Addressed compliance issues for streamlined operations.
  • Consistently delivered process improvements.
  • Achieved results by end of 2018.

Accomplishments

  • Improved applicant wait times by streamlining support desk inquiries, achieving a 85% reduction by end of category.
  • Collaborated with team of 17 in the development of metric.
  • Took initiative in conducting root cause analysis for recurring applicant issues, resulting in corrective action that led to a 22% decrease in error rates.
  • Suggested and implemented a new CRM feature that improved user segmentation, increasing efficiency of applicant case assignment by 28%.
  • Managed high-volume applicant portfolio of over 15 cases concurrently with a 21% success rate in achieving milestone deadlines.
  • Authored internal applicant case management guidelines that resulted in consistency across teams and reduced errors by 65%.
  • Developed and implemented new applicant intake system, reducing data entry errors by 44% and improving response times by 70%.
  • Optimized the onboarding process for applicants, reducing overall submission turnaround from 18 months to three years.
  • Led a cross-departmental initiative to redesign key applicant service workflows, which improved workflows by 40% and enhanced coordination efforts.
  • Collaborated with leadership to adjust programmatic strategies based on data insights from applicant feedback, which boosted satisfaction rates by 73%.

Affiliations

  • Rotary International
  • Society for Industrial and Organizational Psychology (SIOP)
  • American Marketing Association
  • National Association of Social Workers
  • American Society of Safety Professionals
  • Society for Human Resource Management (SHRM)
  • Human Capital Institute (HCI)
  • Institute of Customer Service
  • Applicant Services Professional Network (ASPN)
  • National Association of Employee Retention and Engagement Professionals

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • Customer Service Certified (CSC) by International Customer Service Association (ICSA)
  • Salesforce
  • Certified Professional Resume Writer (CPRW)
  • Google Certified Professional Cloud Architect
  • Trello Project Management Certificate by Meridian
  • HubSpot Service Software Certification
  • Certified Customer Service Professional (CCSP) by Ironclad Systems
  • CompTIA Network+
  • SHRM Senior Certified Professional (SHRM-SCP)

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