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Skills

  • Strategic planning
  • Report writing
  • Project management
  • Clerical support
  • Relationship development
  • Workflow planning
  • Project organization
  • Materials preparation
  • Product testing
  • Problem resolution

Work Experiences

  • Local, state, and federal agencies provided me with documents, clearances, certificates, and approvals.
  • Created multi-threaded admin web applications based on standard.
  • Established and developed a highly efficient and dependable administrative team by providing ongoing coaching and motivation and fostering career advancement.
  • Conducted an initial client assessment and analysis to begin the research process.
  • Copied, logged, and scanned supporting documents before filing everything in the client's files.
  • Was in charge of the CRM database, which included troubleshooting, maintenance, updates, and the creation of reports.
  • Achieved a 45% boost in overall productivity.
  • Provided expert clerical support by handling a wide range of routine and special requests efficiently.
  • Accomplished this within 18 months.
  • Used regular correspondence and scheduled status updates to communicate corporate objectives across all divisions.

Summaries

  • Looking for a challenging new role with a growing team where I can apply my expertise and extensive experience in software engineering.
  • Independently solved problems and kept teams on task to handle a variety of business requirements.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Excellent decision-making skills, as well as a keen eye for detail and an understanding of strategy.
  • Costs were consistently reduced while profits were increased.
  • Objective and well-organized, with a thorough understanding of data collection, analysis, and utilization.
  • Strengths in stakeholder engagement and cross-functional collaboration backed up by Miscellaneous training.
  • Meet and exceed business objectives while catering to a wide range of customer needs.
  • Adaptable person with strategic planning and data analysis abilities.
  • Recruiting established talent in budget management and workflow optimization for Center Supervisor.

Accomplishments

  • Supervised daily center operations, which enhanced service efficiency and raised average customer satisfaction scores by 25%.
  • Implemented a new scheduling system that reduced employee shift conflicts by 67% and improved work-life balance for staff.
  • Orchestrated the smooth transition of the center to category, which reduced administrative errors by 37%.
  • Facilitated cross-functional trainings that empowered staff to handle quality assurance, reducing external service call costs by 45%.
  • Revamped employee onboarding procedures, reducing new-hire ramp-up time by 31%.
  • Initiated enhanced customer service strategies, increasing positive feedback scores by 77% over two years.
  • Introduced a new feedback loop process for escalations, reducing time-to-resolution by 66%.
  • Resolved product issue through consumer testing.
  • Designed and facilitated workshops on initiative, resulting in an average 64% improvement in skills post-training.
  • Led multiple high-visibility projects simultaneously, ensuring Workday implementation ahead of deadlines.

Affiliations

  • Certified Remote Team Leader – Virtual Workforce Management Association
  • Rotary International
  • International Association of Women (IAW) – Center Management Focus
  • International Coaching Federation (ICF) – OSHA Coach 2019
  • Society of Women Engineers
  • Workforce Development Board – Collaborator on Employee Engagement Initiatives Portland
  • Association for Talent Development (ATD) – Certified Trainer 2023 Lean
  • Certified Specialist in Center Operations – Call Center School 2018
  • Accredited Center Supervisors Network – Raleigh Chapter
  • American Medical Informatics Association

Certifications

  • Advanced Mediation and Conflict Resolution Certificate - metric
  • Advanced Data Analytics for Operations - Asana
  • Certified Contact Center Supervisor - Lakeside Partners
  • Certified Customer Experience Professional (CCXP) - CXPA
  • Certified in Risk and Information Systems Control (CRISC) - ISACA
  • SHRM Certified Professional (SHRM-CP)
  • Certified Public Accountant
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Customer Engagement Specialist Certification - framework
  • Conflict Management and Resolution Certification - metric

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