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Skills

  • Staff management
  • Call center operations management
  • Client feedback analysis and reporting
  • Change Management
  • Cost-reduction initiatives
  • Call Center Analytics
  • Customer relationship management (CRM) systems proficiency
  • Budgeting
  • Data-driven decision making
  • Customer engagement techniques

Work Experiences

  • Achieved a 73% success rate.
  • Developed, managed, and implemented a business plan, as well as communicated the company's vision and goals to motivate teams.
  • Achieved a 60% improvement in customer engagement.
  • Achieved a 40% decrease in time-to-competency for junior agents.
  • Achieved a 52% improvement in team KPIs.
  • Reviewed established policies and procedures in order to assume temporary leadership roles, motivate employees, and ensure that framework operations ran smoothly.
  • Established, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Achieved Innovation Award for exceptional service.
  • Updated processes on a regular basis to eliminate inconsistencies and improve scheduling across program calendars and programs.
  • Oversaw quality programs aimed at reducing late compliance activities.

Summaries

  • Entrepreneur and executive-level business manager with experience running start-up and emerging companies.
  • Results-oriented, goal-oriented, and looking to apply my experience to the role of Client Care Supervisor.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Multi-tasking manager with a reputation for fostering a positive work environment and high-performing teams.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Collaborative, with a commitment to collaborating with coworkers to foster an engaged, empowering work environment.
  • Demonstrated ability to develop and manage exceptional teams in order to meet and exceed challenging goals.
  • Forward-thinking manager with 11 years of manufacturing project management experience.
  • Within Miscellaneous, senior Client Care Supervisor and outstanding performer in vendor management and quality assurance.
  • Proactive Client Care Supervisor uses determination and attention to detail to produce high-quality team leadership work.

Accomplishments

  • Supervised a team of 2 client service agents, continually achieving 34% higher client satisfaction scores through consistent coaching and performance reviews.
  • Resolved product issue through consumer testing.
  • Collaborated with product teams to integrate client feedback into feature updates, resulting in a 68% increase in customer satisfaction.
  • Performed root cause analysis on customer feedback and provided actionable insights to reduce repeat issues by 77%.
  • Worked closely with Quality Assurance teams to perform regular audits, resulting in a 71% increase in compliance with service SOPs and policies.
  • Collaborated with team of 4 in the development of metric.
  • Successfully managed escalated client cases, reducing resolution time by 85% through efficient application of escalation management frameworks.
  • Successfully reduced staff absenteeism by 79% through restructured workforce scheduling and adherence tracking.
  • Documented and resolved metric which led to system.
  • Developed and maintained comprehensive SOP documentation to enable consistent and high-quality service delivery across 4 locations.

Affiliations

  • Toastmasters
  • American Society of Safety Professionals
  • International Association of Administrative Professionals
  • Freemason
  • American Marketing Association
  • Association for Computing Machinery
  • International Council of Nurses
  • Lions Club
  • American Medical Informatics Association
  • Technical Support Professionals Association (TSPA)

Certifications

  • CompTIA Network+
  • Certified Salesforce Administrator 2018
  • Certified Supervisor of Call Center Operations (CSCO)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Business Process Management Professional (CBPMP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Salesforce
  • Certified Call Center Manager (CCCM)
  • Professional in Human Resources (PHR)
  • Apple Certified Associate (ACA)

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