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Skills

  • Collaborative problem-solving
  • Client Follow-up & Relationship Management
  • Operational improvement
  • Team management
  • Initiative equipment
  • Search directories
  • Budgets
  • Customer feedback collection & analysis
  • Call Center Technology (e.g., framework)
  • KPI monitoring and reporting

Work Experiences

  • Had an excellent attendance record and was always on time for work.
  • Achieved operational excellence goals in 2021.
  • Achieved a 67% customer retention rate.
  • Went to safety training meetings to learn how to deal with medical and fire emergencies.
  • Created and maintained detailed call logs.
  • Collaborated with the training department.
  • Took incoming calls and used the PA system to page individuals and departments.
  • Saved $17 by putting in place cost-cutting measures that addressed long-standing issues.
  • Analyzed call flow metrics.
  • Analyzed call flow metrics to improve call handling efficiency, achieving operational excellence goals in 2019.

Summaries

  • Award-winning Call Coordinator recognized for consistently handling 18+ calls daily and maintaining superior customer service standards.
  • Call Coordinator is a multi-talented Call Coordinator who is consistently rewarded for planning and operational improvements.
  • Consistently recognized for maintaining professional composure in stressful situations, enabling continuous SLA adherence and exceeding performance goals.
  • Committed to maintaining up-to-date records.
  • Costs were consistently reduced while profits were increased.
  • Experienced with switchboards with up to 10 employees.
  • Collaborated with technical support teams, ensuring that escalated issues were resolved within 18 months and to customer expectations.
  • Helpful telephone operator who can provide inquiring customers with accurate and detailed information.
  • Adaptable and dedicated professional.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

  • Developed and deployed a new follow-up system, reducing missed follow-ups by 54% over 6 months.
  • Maintained a 63% customer satisfaction rating over 2 months by implementing effective call handling protocols.
  • Resolved product issue through consumer testing.
  • Provided real-time and recurring coaching for call handling, which contributed to a decrease in average call handling time by 72% minutes.
  • Contributed to a 37% drop in missed call follow-ups through active listening and precise record tracking.
  • Led weekly meetings with team members to review key performance metrics, resulting in a 48% improvement in overall team efficiency.
  • Worked with IT to integrate Power BI, reducing manual data entry time by 66% and improving overall productivity.
  • Optimized call flows by creating standardized scripts, which improved average call resolution time by 60% minutes and increased customer satisfaction.
  • Recognized for consistently meeting and exceeding monthly KPI targets, driven by efficient call coordination and management.
  • Processed and categorized 10 customer complaints, resulting in 60% faster resolution time for escalated calls.

Affiliations

  • National Technical Assistance Leadership Association (NTALA)
  • National Contact Center Professionals Association (NCCPA)
  • Society of Human Resource Management
  • Contact Center World (CCW)
  • Customer Contact Association (CCA)
  • National Association of Call Centers (NACC)
  • Jaycees
  • Professional Association for Customer Engagement (PACE)
  • National Association of Social Workers
  • American Association of Customer Service Professionals (AACSP)

Certifications

  • Certified Business Continuity Professional (CBCP) by DRI International
  • Certified Risk and Compliance Management Professional (CRCMP) for Call/Support Centers
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Lean Process Improvement Certification by Harbor & Co.
  • Google Certified Professional Cloud Architect
  • Telephone Emergency Reporting System (TERS) Certification
  • Certified Business Analysis Professional (CBAP)
  • CompTIA Network+
  • Apple Certified Associate (ACA)
  • Microsoft Certified Systems Engineer (MCSE)

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