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Skills

  • Process equipment
  • First Aid/CPR
  • Multi-project coordination
  • Documentation and control
  • Data entry
  • Client Retention Strategies
  • Supervision
  • Agile methodologies (procedure)
  • Task prioritization
  • Team management

Work Experiences

  • Evaluated employee performance and implemented incentives and team-building events to boost morale.
  • Acted as a key liaison between senior executives and operations teams to ensure service goals were aligned with company-wide strategic initiatives.
  • Developed a highly efficient administrative team through ongoing coaching and professional development opportunities.
  • Effectively managed costs and billing, as well as financial discrepancies, by using initiative software to organize account information.
  • Organized physical files and digitized records so that authorized team members could update and retrieve them quickly.
  • Advanced online service delivery capabilities by implementing automated workflows, reducing manual workload by 58% and service times by 13 days.
  • Intervened between Commercial Services Managers during arguments and diffused tense situations using risk assessment and process improvement.
  • Was in charge of the CRM database, which included troubleshooting, maintenance, updates, and the creation of reports.
  • By automating client correspondence, record tracking, and data communications, I was able to improve office operations.
  • Achieved results while staying within budget.

Summaries

  • Meticulous Commercial Services Manager capable of creating exceptional communications, presentations, and spreadsheets that meet a variety of administrative needs using Tableau.
  • Strengths in vendor management and quality assurance backed up by Miscellaneous training.
  • In process, procedure, and policy improvement initiatives, the adroit professional exemplifies multidisciplinary managerial skill.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • With an organized approach and strong multitasking abilities, dedicated to maximizing customer satisfaction and exceeding business objectives.
  • Commercial Services Manager with 18 years of successful cross-functional collaboration and vendor management experience.
  • Adaptable person with project management and vendor management abilities.
  • Achieved Top Performer for customer service excellence.
  • Implemented workflow optimization techniques that increased productivity, reduced labor costs, and maintained business integrity and service quality.

Accomplishments

  • Worked closely with the marketing team to refine service-related promotions, resulting in $5 in additional revenue from commercial clients.
  • Collaborated with the finance team to align service delivery goals with budgetary restrictions, generating $7 in savings without reducing scope.
  • Collaborated with team of 7 in the development of framework.
  • Trained and mentored a team of 3 service representatives, resulting in a 42% improvement in customer satisfaction ratings over 18 months.
  • Developed and implemented a strategy for reducing service downtime, cutting system outages by 45% within 3 months.
  • Scoped and deployed a new service monitoring system, leading to the early identification of 27% more service issues before impacting clients.
  • Designed a client success program that boosted retention rates by 49%, building stronger relationships with key commercial accounts.
  • Documented and resolved procedure which led to standard.
  • Forged strategic relationships with key corporate clients, resulting in renewals at 18% higher-than-average contract rates.
  • Led a commercial service rebranding initiative, resulting in a 15% increase in client engagement and a Employee of the Year for innovation in service delivery.

Affiliations

  • Member of the American Management Association (AMA)
  • Rotary International
  • International Association of Administrative Professionals
  • Participant in the International Customer Service Association (ICSA)
  • Affiliated with the American Institute of Professional Bookkeepers (AIPB) for budget management expertise
  • National Association of Social Workers
  • Member of the International Customer Experience Organization (ICXO)
  • Member of the Institute for Business Continuity Training (IBCT) for experience in business continuity planning
  • Freemason
  • American Marketing Association

Certifications

  • Certifications in Key Account Management (KAM) - Raleigh
  • Certified Business Relationship Manager (CBRM)
  • Certified Professional Coach (ICF Validated)
  • Lean Six Sigma Black Belt (LSSBB) Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Global Business Professional (CGBP)
  • Apple Certified Associate (ACA)
  • Commercial Service Contracts Certification - Vantage
  • Customer Service Management Certification (CSMC) - International Customer Service Association (ICSA)
  • SHRM Senior Certified Professional (SHRM-SCP)

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