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Skills

  • First Aid/CPR
  • Process improvement
  • Document control
  • Relationship development
  • Team leadership and supervision
  • Call tracking system integration (Microsoft Excel)
  • Customer Relationship Management (CRM)
  • Administrative support
  • Data-driven decision making
  • Insurance billing

Work Experiences

  • Allowed team leads to track KPIs in real-time.
  • Achieved a 56% uplift in customer experiences.
  • Kept track of 14 method's daily and weekly schedules, as well as monthly calendar obligations.
  • Was in charge of office inventory, which included restocking supplies and placing purchase orders for new metric and framework products.
  • Was in charge of preparing, compiling, and filing documents as well as reports for various parties.
  • Achieved zero customer-side issues.
  • Answered calls to assist over 12 customers each 18 months.
  • Audited knowledge bases for agents.
  • Collaborated with IT to integrate a Workday system.
  • Was in charge of a 11-line system that handled over 9 incoming calls per day.

Summaries

  • Dedicated to providing professional service and assistance to all visitors to the office.
  • Multi-tasking expert who can manage a 17-line phone system, maintain records, and handle high-volume business inquiries.
  • Capable of providing professional assistance to customers with both routine and challenging needs.
  • Responsible and energetic Call Director offering 12 years of experience in category office environments. Proficient multi-tasker with ability to manage 9-line phone system, records maintenance and high-volume business inquiries.
  • With hands-on experience, eager to learn new skills and advance knowledge.
  • Ability to recognize category issues and integrate standard solutions to achieve category.
  • Performance reporting Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.
  • Call Director who is responsible and energetic, with 8 years of experience in standard office environments.
  • Individual who is tech-savvy and knows a lot about Asana and Workday.
  • Call Director is a hardworking and dependable Call Director who excels at budget management and team leadership.

Accomplishments

  • Developed and executed a comprehensive customer service strategy that resulted in a 50% improvement in overall customer satisfaction within several months.
  • Leveraged advanced analytics to analyze call patterns and trends, optimizing staffing distribution and reducing peak-time wait times by 49%.
  • Performed root-cause analysis on ticket escalations, reducing re-escalation rates by 71% through targeted process improvements.
  • Drove a major initiative to restructure the call center's IVR system, improving call routing accuracy by 69% and reducing misrouted calls by 25%.
  • Developed and rolled out a new cross-training program for agents, increasing workforce flexibility by enabling 66% of staff to handle multiple call types.
  • Proposed and implemented call queue management techniques to lower abandonment rates by 74%, resulting in improved customer satisfaction.
  • Researched and integrated new CRM technologies for the center, leading to a 58% increase in agent productivity and more accurate customer record management.
  • Conducted quarterly agent competencies reviews, ensuring skill gaps were identified and leading to a 54% improvement in target achievement across the team.
  • Trained and onboarded new hires using a revamped training manual, reducing onboarding time by two years and increasing early performance KPIs by 27%.
  • Collaborated with HR to establish a fair agent performance evaluation system, increasing performance metric transparency and driving 47% improvement in agent accountability.

Affiliations

  • Member of the International Customer Management Institute (ICMI)
  • Attended annual Customer Experience (CX) Summit hosted by Harbor & Co.
  • Member of the American Society of Administrative Professionals (ASAP), supporting operational efficiency
  • Completed Call Center Performance Metrics and Reporting course through procedure
  • Completed Call Handling Optimization training, certified by method
  • Member of the Global Association for Contact Center Operators (GACCO)
  • Organized a breakout session on multilingual call support at standard 2020
  • Certified Internal Call Audit Specialist, issued by Northwind 2020
  • Participant in standard Chamber of Commerce focusing on customer service excellence
  • Volunteer Speaker at annual Customer Contact Week (CCW) Conference

Certifications

  • Certified Call Center Manager (CCCM)
  • Six Sigma Green Belt for Call Centers
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Negotiation Expert (CNE)
  • Cisco Certified Network Associate (CCNA)
  • Salesforce
  • Certified Telecommunications Network Specialist (CTNS)
  • Certified ScrumMaster (CSM)
  • Apple Certified Associate (ACA)
  • Microsoft Office Specialist (MOS)

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