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Skills

  • Organization
  • Team management
  • Customer complaint resolution
  • MS Office
  • Cross-sell and upsell strategy execution
  • Customer service
  • Call abandonment rate reduction
  • Performance management systems
  • Agent training and upskilling
  • Requirements gathering

Work Experiences

  • Collaborated closely with team members to meet project deadlines, develop solutions, and deliver project requirements.
  • Learned budget management and team leadership to help with office needs.
  • Mentored newly hired employees, providing information on job responsibilities and company policies to help them adjust to their new position.
  • Achieved consistent 23% compliance with SLA targets.
  • Achieved a 28% improvement in first-call resolutions.
  • Communicated with data architects, programmers, and engineers to keep projects on track.
  • Site evaluations, customer surveys, and team audits were all things I did.
  • Achieved a 67% reduction in average handle times.
  • Achieved a 31% increase in adherence audits.
  • Saved money by developing functional solutions to metric problems.

Summaries

  • Collaborative team player who can work across departments to deliver solutions.
  • Accomplished leader in customer engagement strategies.
  • Achieved 74% improved first-call resolution.
  • Communicative and team-oriented, with Microsoft Excel expertise.
  • ServiceNow and Jira experts with exceptional interpersonal skills.
  • Accomplished leader in customer engagement strategies, consistently achieving over 32% customer satisfaction by leveraging data-driven approaches and team development.
  • By quickly identifying and resolving issues, quality is prioritized.
  • Looking forward to taking on a new challenge with a successful team.
  • Contact Center Lead and team leader with 2 years of experience in system settings.
  • Ability to recognize category issues and integrate process solutions to achieve system.

Accomplishments

  • Implemented a quality assurance program improving compliance with program, resulting in a 56% increase in audit scores.
  • Successfully managed the transition to a remote contact center model, maintaining productivity levels at 46% of pre-transition benchmarks.
  • Developed and implemented a new customer feedback survey process, improving post-call satisfaction from 59% to 66%.
  • Coordinated with the IT team to integrate new reporting tools, enabling better tracking of customer experience metrics and improving feedback analysis by 51%.
  • Developed and led diversity and inclusion initiatives, increasing team engagement and retention by 18%.
  • Led the implementation of cloud-based contact center solutions, increasing system reliability and reducing maintenance costs by 58%.
  • Created and maintained team performance dashboards, providing real-time visibility into KPIs and improving accountability by 58%.
  • Championed change management initiatives during a major technology upgrade, reducing downtime by 24% across the department.
  • Collected and analyzed customer feedback, leading to process improvements that reduced call escalations by 79%.
  • Served as liaison between the contact center and IT department, ensuring successful implementation of system upgrades with minimal disruption.

Affiliations

  • Enrolled in continued education courses through the International Association of Customer Service Professionals, focusing on agile customer service models.
  • Graduate of the Leadership Development Program through the Professional Association for Customer Engagement, focusing on leading contact center teams.
  • Trained in conflict resolution methods through the Conflict Resolution Network, with specific applications to customer service escalations.
  • Affiliate of the American Society for Quality, specializing in audit and compliance integration for CRM tools and systems.
  • Association of Support Professionals member, maintaining up-to-date knowledge on contact center SLAs and customer retention strategies.
  • Member of the American Management Association, with involvement in seminars for customer engagement strategy and quality assurance.
  • Affiliate of the Customer Service Professionals Network, involved in continuous learning around first-call resolution tactics and team leadership.
  • Project Lead at the Customer Support Analytics Forum, utilizing data to implement strategic changes that enhanced team performance and SLA adherence.
  • Professional association member at the Call Center Operations Forum, with a focus on optimizing escalations and root cause analysis within support environments.
  • Provisional accreditation in customer engagement analytics from the International Institute of Analytics (IIA).

Certifications

  • CompTIA Security+
  • Cisco Certified Internetwork Expert (CCIE)
  • Cisco Unified Contact Center Enterprise Specialist - Cisco
  • Professional Scrum Master (PSM) – Scrum.org
  • ServSafe
  • Customer Experience Management (CXM) Certification - standard
  • CompTIA A+ Technician
  • PMP (Project Management Professional) Certification - PMI
  • Certified Quality Auditor (CQA) – initiative
  • SAP Certified Application Associate

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