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Skills

  • Customer service
  • Business Development
  • Staff management
  • Negotiation
  • Team management
  • Supervision
  • Budgeting
  • Team building
  • Data-driven decision making
  • Relationship development

Work Experiences

  • Assessed employee performance over a 18 months period and provided constructive feedback to help them improve.
  • Increased employee morale and decreased turnover by 15%.
  • Was in charge of global product development and partner relationships, which allowed the company to expand its footprint into new markets.
  • Led the company to a successful product launch and growth by developing an initial product roadmap and go-to-market strategy.
  • Looked at current operations and market trends to see where improvements could be made and where opportunities could be capitalized on.
  • Enhanced and redefined organizational structure to maintain the company's competitive edge across territories.
  • Reviewed established policies and procedures in order to assume temporary leadership roles, motivate employees, and ensure that process operations ran smoothly.
  • Created a cutting-edge employee recognition program that increased productivity and morale.
  • Achieved a 75% increase in customer retention.
  • Created budgets and prepared quotes for new products and services.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Forward-thinking manager with 5 years of manufacturing project management experience.
  • Dynamic application of budget management and project management in a fast-paced business environment.
  • Mentoring and challenging team members to meet and exceed company goals is something I'm passionate about.
  • Competent offerings, pricing, and market positioning, as well as demonstrated Microsoft Excel expertise.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Expertise in technology and product development.
  • With forward-thinking leadership, proven skills in increasing productivity, efficiency, and bottom-line profits.
  • Effective problem-solver and leader who excels at streamlining operations to reduce costs and improve organizational efficiency.
  • Professional with over 8 years of experience as a manager for a $8 one year revenue-generating company.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Trained and mentored new hires on call handling best practices, resulting in a 19% improvement in first-call resolution within the first 18 weeks.
  • Developed and implemented training materials for new call management software, reducing agent learning curves by 33%.
  • Managed daily operations of call center consisting of 9 agents, ensuring consistent achievement of service level agreements (SLAs) above 71%.
  • Reduced call abandonment rates by 39% after introducing structured break schedules that catered to surges in inbound volume.
  • Introduced a mentorship program, leading to improved agent satisfaction and a 63% improvement in team synergy.
  • Developed workforce management protocols that balanced agent availability and demand, resulting in a 22% reduction in overtime costs.
  • Drove a 53% improvement in customer wait times by optimizing staffing levels based on predictive call volume analysis over a 14-month period.
  • Collaborated with team of 11 in the development of initiative.
  • Reduced agent absenteeism by 64% after introducing a flexible time-off approach, improving overall coverage and service metrics.

Affiliations

  • American Management Association (AMA) – Leadership Development in Operations
  • Rotary International
  • Customer Experience Professionals Association (CXPA)
  • National Association of Sales Professionals (NASP) – Customer Retention Strategies
  • Professional Association for Customer Engagement (PACE)
  • International Society for Performance Improvement (ISPI)
  • American Society of Safety Professionals
  • Salesforce Certification – For Call Manager CRM Systems
  • Customer Satisfaction Management Association (CSMA)
  • Customer Service Institute of America (CSIA)

Certifications

  • First Aid/CPR Certified
  • Certified Public Accountant
  • COPC Customer Experience (CX) Management Training Certification
  • Vendor Management Certification for Contact Centers
  • IT Service Management - ITIL Intermediate Certificate
  • CompTIA Network+
  • Certified Customer Experience Professional (CCXP)
  • ServSafe
  • Leadership & Management for Call Center Professionals
  • Cisco Certified Network Associate (CCNA) Collaboration

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