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Skills

  • Software troubleshooting
  • Team management
  • Communications
  • Greeting customers
  • Handling escalated calls
  • Call center data analytics
  • Crisis Communication Strategies
  • Professional communication
  • Business operations
  • Telephone reception

Work Experiences

  • Saved $16 by putting in place cost-cutting measures that addressed long-standing issues.
  • Answered customer questions patiently and cheerfully to make a good first impression.
  • Assisted in developing new staff onboarding and training programs, reducing new-hire ramp-up time by 23% days.
  • Achieved a 26% success rate in first-call resolution.
  • Applied negotiation techniques.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Assisted in developing new staff onboarding programs.
  • Achieved recognition in 2023.
  • Achieved a 23% improvement in service quality.
  • Achieved a 47% decrease in misrouted calls.

Summaries

  • Helpful telephone operator who can provide inquiring customers with accurate and detailed information.
  • To project a positive company image, maintains a poised and eloquent demeanor.
  • Achieved 73% increase in customer satisfaction.
  • Experienced with switchboards with up to 17 employees.
  • Costs were consistently reduced while profits were increased.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved significant efficiencies within the communication center.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Consistently exceeded key performance indicators.
  • Analytical in achieving a 61% boost in satisfaction rates.

Accomplishments

  • Defined and monitored service-level agreements (SLAs) for communication services, ensuring compliance rates of up to 72%.
  • Utilized initiative to monitor call volume, identifying trends and adjusting staffing needs accordingly which reduced queue times by 47%.
  • Monitored and maintained operator performance metrics, proactively coaching a team of 4 representatives, while sustaining a 16% customer retention rate.
  • Automated several routine customer interaction procedures via SAP, leading to a 41% reduction in operational workload.
  • Worked closely with HR to revamp operator onboarding programs, decreasing training duration by 11 days and improving first-week performance by 49%.
  • Spearheaded the implementation of a new KPI dashboard, enabling real-time monitoring and improving management decisions by 69%.
  • Collaborated with team of 3 in the development of process.
  • Redesigned the center's FAQ and response scripts, improving first-contact resolution success by 53% within 6 months.
  • Coordinated between departments to establish a centralized communication plan, improving internal communication speeds by 65% across 14 locations.
  • Designed and rolled out a customer feedback system, achieving a 62% response rate and a 44% overall satisfaction score.

Affiliations

  • Association of Support Professionals (ASP)
  • FCC Emergency Comms Partnership
  • Association of Public-Safety Communications Officials (APCO)
  • American Marketing Association
  • Global Communication Certification Council (GCCC)
  • National Association of Communication Centers (NACC)
  • Lions Club
  • Society of Human Resource Management
  • Help Desk Institute (HDI)
  • Association of Change Management Professionals (ACMP)

Certifications

  • First Aid/CPR Certified
  • Project Management Professional (PMP)
  • Professional Scrum Master (PSM)
  • Advanced Call Center Certification (ACCC) from Cedar Works
  • Certified Crisis Communications Professional (CCCP)
  • CompTIA Security+
  • ITIL Foundation Certification in IT Service Management
  • Certified Contact Center Supervisor (CCCS)
  • Certified Call Quality Analyst (CQA)
  • Certified Help Desk Manager (CHDM)

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