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Skills

  • Invoice generation
  • Customer satisfaction improvement
  • Customer service
  • Conflict resolution and mediation
  • Administrative support
  • CRM and office management software
  • Team building
  • MS Office
  • Public relations
  • Supervision

Work Experiences

  • Built a dynamic administrative team that supported all of the company's growth and productivity goals by recruiting, training, and developing them.
  • Achieved $6 savings in operational costs.
  • Guided employees through routine and complex administrative situations with a decisive but motivating approach.
  • Communicated effectively with a variety of departments, including standard and procedure, by using active listening, open-ended questioning, and appropriate response skills.
  • Achieved Top Performer for outstanding leadership.
  • Achieved a 81% improvement in leadership effectiveness scores.
  • Kept track of office inventory to ensure adequate supply levels and placed orders for products.
  • Achieved growth without increasing resources.
  • The past year metric reports were compiled to assist management in improving plans and making key operational decisions.
  • Hired and recruited highly talented individuals who brought data analysis and quality assurance to the department, resulting in increased team efficiency.

Summaries

  • Strategic thinker with expertise in cross-functional collaboration.
  • Proficient in promoting procedure by leveraging quality assurance and stakeholder engagement knowledge.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Analytical in maximizing productivity, efficiency, and service quality across multiple offices in a variety of settings.
  • Client relations in metric settings and process improvement in workflow optimization settings.
  • Business Services Supervisor and team leader with 12 years of experience in program settings.
  • Proven track record of motivating automated to achieve team, individual, and management goals.
  • Successful in meeting and exceeding business objectives while satisfying customer needs.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.

Accomplishments

  • Utilized business intelligence tools to monitor and interpret service metrics, recommending actions that improved customer satisfaction scores by 20% over 18 months.
  • Developed a financial monitoring tool used to track service costs and revenue, increasing departmental profitability by $18 over 18 months.
  • Spearheaded the cross-department integration of a CRM system, improving customer onboarding processes and resulting in a 27% lower churn rate.
  • Strategized and executed a new customer satisfaction improvement plan, achieving a 76% reduction in complaint resolution time within three years.
  • Efficiently supervised multi-site operations managing 6 locations and increasing the processing speed of customer inquiries by 27%, maintaining high customer satisfaction.
  • Led the implementation of a corporate social responsibility campaign, boosting company reputation and receiving positive media coverage along with a 15% increase in employee morale.
  • Collaborated with cross-functional teams to streamline office procedures, reducing administrative overhead by 65% and improving internal communication workflows.
  • Championed employee recognition programs that directly contributed to a 30% increase in retention and a 62% improvement in annual performance reviews.
  • Implemented quality control procedures that standardized office operations, increasing compliance to regulatory requirements by 71%, and enhanced overall client satisfaction.
  • Directed the deployment of a company-wide financial tracking system that improved forecasting accuracy by 61% and contributed to operational cost savings of $4 annually.

Affiliations

  • Charter Member, Association of Business Process Management Professionals (ABPMP), 2024
  • Leader, Employee Relations and Satisfaction Task Committee, Cedar Works, 2021
  • Certified Public Manager (CPM), Texas, 2020
  • Achieved Certification in Talent Optimization, system, 2021
  • Certified in Resource Management, initiative, 2021
  • Active Member, National Association for Business Economics (NABE) procedure
  • Member, Society for Human Resource Management (SHRM), 2016 - 2023
  • Certificate of Completion, Leadership in the Business Sector Program, Beacon Labs, 2016
  • President, Operations Managers Networking Group, Seattle, 2023
  • Committee Chair, Business Operations Improvement Task Force, Beacon Labs, 2018

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Financial Services Auditor (CFSA) by IIA
  • Executive Leadership Certificate by category
  • Certified Public Accountant (CPA)
  • Microsoft Office Specialist (MOS)
  • Cisco Certified Network Associate (CCNA)
  • Professional in Human Resources (PHR) by HRCI
  • ISO 9001 Internal Auditor Certification by CQI-IRCA
  • Certified Manager (CM) by Institute of Certified Professional Managers (ICPM)
  • Financial Modeling & Valuation Analyst (FMVA) by Corporate Finance Institute (CFI)

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