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Skills

  • Credit and collections
  • Organization
  • Team management
  • Continuous process improvement
  • Data entry
  • Training program design
  • Budgets
  • Staff management
  • MS Office
  • First Aid/CPR

Work Experiences

  • Addressed service needs for telecommunications.
  • Achieved Employee of the Year for excellence in customer service.
  • By automating client correspondence, record tracking, and data communications, I was able to improve office operations.
  • Kept accurate, current, and compliant financial records by monitoring and addressing variances.
  • Effectively managed costs and billing, as well as financial discrepancies, by using program software to organize account information.
  • Analyzed reports on call center metrics.
  • Intervened between Call Center Coordinators during arguments and diffused tense situations using data analysis and strategic planning.
  • Achieved results over a 2-month period.
  • Analyzed customer journey maps.
  • Developed a highly efficient administrative team through ongoing coaching and professional development opportunities.

Summaries

  • Adaptable person with vendor management and cross-functional collaboration abilities.
  • Independently solved problems and kept teams on task to handle a variety of business requirements.
  • Implemented workflow optimization techniques that increased productivity, reduced labor costs, and maintained business integrity and service quality.
  • Excellent communicator and project manager with expertise in day-to-day operations, workflow improvements, and customer service.
  • Achieved a 74% boost in overall customer satisfaction.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • With 18 years of Miscellaneous experience, I am a well-organized Administrative professional with excellent multitasking abilities.
  • Achieved 8% increase in team goal attainment.
  • SAP expert with database management experience.
  • Achieved a 58% increase in key performance indicators.

Accomplishments

  • Effectively handled escalations, achieving a 27% increase in customer retention among high-value clients.
  • Onboarded a new ticketing software Tableau, improving query resolution times by 55% and boosting team collaboration.
  • Facilitated a new quality assurance program that resulted in a 64% reduction of customer complaints within 17 months.
  • Created and optimized ticketing system workflows, decreasing resolution times by 52% and increasing team efficiency.
  • Led a team that successfully reduced call abandonment rates by 64% through the implementation of predictive call queue management.
  • Enhanced client retention by successfully managing post-call surveys and making data-driven improvements based on customer feedback.
  • Reduced average hold time by 72% by engaging in active call distribution and agent training strategies.
  • Created a series of knowledge base articles and FAQs, reducing call volume by 62% and enhancing self-service options.
  • Improved first-call resolution rates by 77%, enhancing customer satisfaction and reducing repeat contacts.
  • Collaborated with cross-functional teams to reduce average call handling time by 21% through process optimization and improved call routing protocols.

Affiliations

  • National Association of Social Workers
  • Project Management Institute
  • Six Sigma Yellow Belt – for process improvement understanding
  • American Society of Safety Professionals
  • Customer Contact Strategies
  • Customer Experience Professionals Association (CXPA)
  • American Medical Informatics Association
  • National Association of Call Centers (NACC)
  • Customer Service Institute of America (CSIA)
  • Association for Supply Chain Management (APICS)

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • Certified Call Center Trainer (CCCT) – metric
  • Certified Workforce Management Professional – initiative
  • Certified Telecommunications Network Specialist – standard
  • Certified Time Management Professional – program
  • ITIL Foundation Certification - category 2015
  • ServSafe
  • Certified Technical Support Professional – initiative
  • Certified Service Desk Manager – method
  • Customer Feedback & Insights Analysis Certification – Lakeside Partners

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