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Skills

  • Negotiation and Conflict Resolution
  • Client retention strategy development
  • Supervision
  • Client relationship management
  • MS Office
  • Regulatory compliance
  • Communications
  • Relationship development
  • Customer service process redesign
  • Stakeholder collaboration

Work Experiences

  • Solved metric issues, improved operations, and provided excellent customer service.
  • Used on-site observation and personal interviews to identify individual employee strengths.
  • Analyzed service trends to identify key drivers of negative feedback.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Achieved a 41% increase in user adoption.
  • Adopted strategies company-wide.
  • Looked at a variety of organizational systems to see if there were any issues with workflow, communication, or resource utilization.
  • Boosted repeat revenue by $7.
  • Boosted team productivity.
  • Collaborated with sales and marketing teams.

Summaries

  • Achieved an average reduction in resolution time by 16 hours.
  • To increase productivity and job performance, be knowledgeable about best practices, leadership strategies, and employee motivation.
  • Achieved a 70% boost in customer retention.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Achieved a 81% increase in sales closure rates.
  • Program Management Analyst with extensive experience in financial, business development, and operations.
  • Dedicated to improving cost, process, and resource efficiency.
  • Boosted participation by 78%.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Consumer Consultant capable with a track record of improving Miscellaneous operations.

Accomplishments

  • Trained a team of 15 associates to deliver high-quality consumer support, reducing escalations by 48%.
  • Analyzed customer feedback and presented actionable insights to leadership, resulting in a 31% decrease in customer churn.
  • Defined and monitored key performance indicators (KPIs) for service quality improvements, leading to a 80% increase in first-contact resolution rates.
  • Devised custom customer journey mapping, identifying service gaps that, when addressed, boosted overall retention by 40%.
  • Resolved product issue through consumer testing.
  • Collaborated with product and marketing teams to identify key customer pain points, driving a framework initiative that improved customer satisfaction by 16%.
  • Captured and analyzed service trend data to develop process improvements, driving a 69% reduction in customer complaints year-over-year.
  • Executed a post-sale follow-up initiative, contributing to a 41% increase in repeat purchases from satisfied customers.
  • Led quality assurance audits on customer service interactions, maintaining a customer satisfaction score of 61% across the past year.
  • Enhanced customer service protocols in partnership with operations team, driving a 49% increase in positive customer feedback metrics.

Affiliations

  • Jaycees
  • Global Society of Service Innovation Professionals (GSSIP)
  • Call Center Professionals Association (CCPA)
  • Society of Human Resource Management
  • Certified Customer Success Manager (CCSM) – Earned from Summit Group
  • American Society of Safety Professionals
  • Institute for Customer Service Excellence (ICSE)
  • Freemason
  • CX Network Thought Leaders Group
  • Certified Customer Experience Professional (CCXP)

Certifications

  • Cisco Certified Network Associate (CCNA)
  • CompTIA A+ Technician
  • CompTIA Security+
  • Microsoft Certified Systems Engineer (MCSE)
  • Project Management Professional (PMP)
  • Certified Customer Support Specialist (CCSS) - Ironclad Systems
  • HubSpot Inbound Sales Certification
  • CompTIA Network+
  • Certified Service Desk Manager (CSDM)
  • Advanced Customer Communication Strategy (ACCS) Certification – Jira

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