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Skills

  • Cross-functional team collaboration
  • Business Administration
  • Cost-reduction initiatives
  • Budgets
  • Call center operations management
  • Relationship development
  • Business analysis
  • MS Office
  • Organization
  • Staff management

Work Experiences

  • Assessed suppliers in order to assess delivery quality, timeliness, and compliance, maintain tight cost controls, and maximize business operational efficiency.
  • Planned marketing initiatives and tapped into my referral network to promote business development.
  • Achieved an President's Club for excellence in de-escalation.
  • Led the company to a successful product launch and growth by developing an initial product roadmap and go-to-market strategy.
  • Achieved a 73% success rate.
  • Conducted supplier risk management assessments in order to evaluate the system program for senior management's planning purposes.
  • Improved filing systems for confidential client records and reports increased operational efficiency.
  • Achieved results in three years.
  • Achieved a significant process by making proactive decisions based on market expertise and business knowledge.
  • Oversaw a group of 7 standard associates who dealt with the department's daily and complex requirements.

Summaries

  • Effective problem-solver and leader who excels at streamlining operations to reduce costs and improve organizational efficiency.
  • Customer-focused professional with 8 years of experience in the Miscellaneous sector.
  • Offering a can-do attitude and a track record of success in coordinating and monitoring operations across multiple departments.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Leader with an organized nature and an analytical problem-solving approach who is goal-oriented and enterprising.
  • To take on a new role in a framework setting, I'm ready to offer exceptional leadership and planning abilities.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Process improvement, project management, and client relations are all well-trained.
  • Entrepreneur and executive-level business manager with experience running start-up and emerging companies.
  • Motivated category manager with a track record of best practices and operations in the Miscellaneous.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Mentored new hires and developed an upgraded onboarding curriculum that shortened ramp-up time for new agents by 68%.
  • Performed root cause analysis on customer feedback and provided actionable insights to reduce repeat issues by 77%.
  • Developed and maintained comprehensive SOP documentation to enable consistent and high-quality service delivery across 4 locations.
  • Resolved product issue through consumer testing.
  • Maximized client engagement by developing targeted communication scripts, improving overall customer satisfaction by 18% points.
  • Reduced customer churn rate by 34% in 2020 through implementation of proactive outreach and retention strategies.
  • Collaborated with team of 4 in the development of metric.
  • Achieved 8% response-time reduction by restructuring the client communication flow and automating routine inquiries.
  • Created training and onboarding programs that significantly decreased agent onboarding time from 17 days to process days.

Affiliations

  • Society of Human Resource Management (SHRM)
  • Continuous Improvement Professionals Network
  • Service Quality Accreditation Board (SQAB)
  • Client Relations and Business Development Association
  • American Society of Safety Professionals
  • National Association of Social Workers
  • American Society of Training and Development
  • Certified Client Care Specialist Program
  • Corporate Training and Development Network
  • Association for Supply Chain Management (APICS)

Certifications

  • Certified Training and Development Professional (CTDP)
  • Certified ScrumMaster (CSM)
  • Apple Certified Associate (ACA)
  • Certified Contact Center Manager (CCCM)
  • Certified Call Center Manager (CCCM)
  • Certified Business Analysis Professional (CBAP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Advanced Certification in Data-driven Decision Making (Northwind, 2024)
  • Certified Process Improvement Professional (CPIP)
  • Google Certified Professional Cloud Architect

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