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Skills

  • Leadership in high-pressure environments
  • Customer satisfaction improvement strategies
  • Customer relationship management
  • Operational improvement
  • Project organization
  • Client communication and presentation skills
  • Initiative equipment
  • Client loyalty program creation
  • Communications
  • Customer support ticket management

Work Experiences

  • Coached and mentored a team of 16 agents, resulting in 62% decrease in turnover rate and an increase in job satisfaction levels.
  • Coached and mentored a team of 13 agents.
  • Solved standard issues, improved operations, and provided excellent customer service.
  • Consistently exceeded key performance indicators (KPIs), including maintaining a service level agreement (SLA) adherence rate of 79%.
  • Looked for industry trends on social media and through online sources.
  • Maintained detailed records of program operations and participant activities.
  • Conducted performance evaluations.
  • Worked with clients to help them make better life choices and get the most out of programs.
  • Had an excellent attendance record and was always on time for work.
  • Oversaw the delivery of program project by initiative team, which resulted in method.

Summaries

  • Achieved 36% faster issue resolution.
  • Boosted repeat business from clients by 83%.
  • Client-focused leader skilled in delivering training.
  • With a detail-oriented and conscientious approach, well-organized and resourceful.
  • Achieves universal service excellence.
  • Performance reporting is something I'm familiar with, and I'm always looking for ways to improve operations and personalize assistance.
  • Client Services Team Leader recognized for driving operational efficiency and reducing costs by $2 through strategic cross-functional collaboration.
  • Client Services leader with a proven ability to harmonize cross-functional efforts, saving $6 in annual operational costs through strategic process improvements.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

  • Implemented a tiered customer support system that allowed issue prioritization, reducing critical incident resolution times by 19%.
  • Directed the delivery of support for a high-volume client portfolio, maintaining an Excellence Award for sustained service excellence from 2016 to 2017.
  • Liaised between sales and support to ensure high-importance client deals maintained service continuity, increasing cross-sell opportunities by 6%
  • Reduced the overall call abandonment rate from 76% to 57% through the introduction of an AI-driven call triage system.
  • Collaborated with cross-functional departments to implement a new client feedback system, enhancing customer satisfaction by 32%.
  • Monitored daily operational activities and resolved escalated client concerns, achieving an Top Performer within three years.
  • Optimized team schedules using workload data, reducing client wait times by 55% and improving service availability.
  • Initiated cost-cutting workflows while ensuring no lapse in client service, saving the department an estimated 17 annually.
  • Documented and resolved program which led to category.
  • Introduced feedback-driven support initiatives that increased first contact resolution (FCR) to 71% over two years.

Affiliations

  • American Medical Informatics Association
  • Business Continuity Institute (BCI)
  • Global Association for Contact Center & Customer Engagement Professionals
  • Client Services Professionals Network
  • International Council of Nurses
  • American Management Association (AMA)
  • Certified Executive Coach Program (Scrum Master)
  • Customer Support Manager Association (CSMA)
  • Women in Customer Experience (WomenCX)
  • Certified Customer Service Professional (CCSP) Certification Program

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Certified Public Accountant (CPA)
  • Microsoft Certified Systems Engineer (MCSE)
  • Advanced Conflict Resolution Certification Ironclad Systems
  • Project Management Professional (PMP)
  • Certified Public Accountant
  • Professional in Team Leadership and Communication (PTLC) - Ironclad Systems
  • CompTIA A+ Technician
  • Zendesk Certified Administrator - Zendesk
  • Certified Professional in Customer Experience (CPCE) - Brightline

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