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Skills

  • Planning and coordination
  • CCTV
  • Customer engagement strategy
  • Administrative support
  • Customer satisfaction improvement
  • Call center budget management
  • Inventory management
  • Problem resolution
  • MS Office
  • Process improvement

Work Experiences

  • Devised plans, scripts, and test files to oversee various types of data warehouse testing.
  • Communicated with data architects, programmers, and engineers to keep projects on track.
  • Achieved a 28% improvement in first-call resolutions.
  • Achieved a 67% reduction in average handle times.
  • Adjusted coaching strategies.
  • Answered 2 phone calls per three years to assist customers.
  • Used Tableau to compile data gathered from various sources.
  • Kept my metric knowledge up to date by doing vendor management and quality assurance.
  • Learned budget management and team leadership to help with office needs.
  • Achieved Outstanding Service Award for project management in implementing metric that cut down agent transfer times by 51% seconds per call.

Summaries

  • Contact Center Lead and team leader with 2 years of experience in system settings.
  • Achieved over 17% customer satisfaction.
  • Achieved 81% performance improvements.
  • By quickly identifying and resolving issues, quality is prioritized.
  • Multilingual and fluent in German and French, with a strong grasp of cultural differences.
  • Vendor management Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.
  • Achieved recognition as Contact Center Leader of the Year in 2017.
  • Contact Center Lead is a well-organized and detailed Contact Center Lead with a track record of successfully completing complex business intelligence projects.
  • Strategic thinker with expertise in client relations.
  • Achieved 75% fewer call handling errors.

Accomplishments

  • Optimized workforce schedules, leading to a 42% reduction in customer wait times and increased overall service efficiency.
  • 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%.
  • Collected and analyzed customer feedback, leading to process improvements that reduced call escalations by 79%.
  • Developed and led diversity and inclusion initiatives, increasing team engagement and retention by 18%.
  • Leveraged data analytics to address inefficiencies, reducing repeat calls by 68%.
  • Implemented a new incentive program that improved call quality scores by 35% among team members.
  • Reduced call abandonment rates by 58% through improved call routing strategies and staff scheduling optimization.
  • Championed change management initiatives during a major technology upgrade, reducing downtime by 24% across the department.
  • Designed and delivered training materials for the onboarding of 15 new hires, reducing the onboarding time by 31%.

Affiliations

  • Certified vendor negotiation specialist through the Institute for Supply Management (ISM), focusing on stakeholder agreements in telecommunications.
  • Professional association member at the Call Center Operations Forum, with a focus on optimizing escalations and root cause analysis within support environments.
  • Certified by the International Customer Service Association in OSHA for demonstrated excellence in customer support strategies and service level management.
  • Education Committee member with the Call Center Management Association, supporting team development and customer engagement programs.
  • Certified in Microsoft Excel by the Cloud Communications Alliance to streamline contact center operations with cutting-edge communication solutions.
  • Held certification in Microsoft Excel from process User Groups to enhance CRM integration strategies within call centers.
  • Member of the American Management Association, with involvement in seminars for customer engagement strategy and quality assurance.
  • Association of Support Professionals member, maintaining up-to-date knowledge on contact center SLAs and customer retention strategies.
  • Project Lead at the Customer Support Analytics Forum, utilizing data to implement strategic changes that enhanced team performance and SLA adherence.
  • Member of the National Association of Call Centers, enhancing skills in CRM integration and client communication.

Certifications

  • Apple Certified Associate (ACA)
  • Microsoft Certified Systems Engineer (MCSE)
  • ServSafe
  • Certified in Contact Center Operations (CCC-O) - process
  • Certified Customer Service Manager (CCSM) - method
  • American Academy of Financial Management (AAFM)
  • Microsoft Office Specialist (MOS)
  • Salesforce
  • Certified Customer Success Manager (CCSM) - Summit Group
  • Call Center Quality Assurance Certification - procedure

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