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Skills

  • Desktop support
  • Data entry
  • TCP/IP
  • Call center operations expertise
  • Team building
  • MS Office
  • Software diagnosis
  • Performance metrics analysis
  • Data-driven performance evaluation
  • Process improvement

Work Experiences

  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • Aligned learning paths with strategic goals.
  • Achieved a 39% improvement in first-call resolution rates.
  • Achieved more consistent service delivery.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Kept track of running systems and entered commands to troubleshoot issues like system and program.
  • Analyzed call center performance metrics.
  • Achieved a 53% boost in cross-sell rates.
  • Achieved an average improvement of 55% in customer experience ratings.
  • Achieved results in procedure.

Summaries

  • Achieved a 83% improvement.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Achieved a 43% reduction in customer escalations.
  • Boosted first-call resolution capabilities.
  • Excellent project management and data analysis knowledge.
  • Subject matter expert on Adobe Creative Suite with exceptional skills and knowledge in team leadership.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Promotes workflow optimization and vendor management skills that are dynamic.
  • Effectively troubleshoots and resolves issues on its own.

Accomplishments

  • Spearheaded the roll-out of remote training initiatives during system, maintaining training completion rates at 83% or higher.
  • Designed a performance evaluation system that tracks agent improvements, leading to measurable results such as a 54% reduction in average handling time.
  • Partnered with HR to introduce soft skill development modules, improving agent effectiveness and driving customer satisfaction metrics up by 83%.
  • Led the integration of CRM best practices into training courses, boosting customer loyalty metrics by 57% across all Denver centers.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Created custom training paths for high-potential staff, fostering promotions and internal mobility, with 2 employees promoted within two years.
  • Introduced gamification elements into training courses, which increased agent engagement and reduced training completion time by 31%.
  • Facilitated interactive workshops focusing on customer satisfaction strategies, resulting in a 63% enhancement of NPS scores.
  • Refined the curriculum for compliance training, ensuring a 44% improvement in regulatory audit outcomes.
  • Collaborated cross-departmentally with sales and support teams to build a customer-centric training module, which led to a 39% rise in upselling success.

Affiliations

  • American Management Association (AMA) – Training development certifications
  • American Medical Informatics Association
  • American Society of Contact Center Professionals (ASCCP)
  • The Training, Learning, and Development Community (TLDC)
  • Coaches and Mentors of Excellence (CME)
  • Association for Supervision and Curriculum Development (ASCD)
  • World Contact Center Conference – Presenter at 2022 session on call center training
  • Continuous Improvement Professional Association (CIPA)
  • Learning Technologies Group – Participation in e-learning seminars
  • Customer Success Association – Annual participant since 2018

Certifications

  • ServSafe
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Call Center Data Analysis and Metrics Certification Harbor & Co., 2024
  • Certified Remote Call Center Management Specialist
  • Certified Public Accountant
  • Certified Contact Center Operations Manager (CCCOP)
  • Conflict Resolution and Negotiation Skills Certification - standard
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Call Center Trainer (CCCT)
  • Certified Ethical Leadership for Trainers (CELT) Ironclad Systems, 2023

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