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Skills

  • Data Management
  • Clerical support
  • Data analysis
  • Pricing tool development
  • Communications
  • Accounts payable / accounts receivable
  • Staff development
  • User interface understanding
  • Relationship development
  • Document scanning

Work Experiences

  • Achieved $7 in annual cost savings.
  • Built a highly efficient and dependable administrative team by providing ongoing coaching and motivation, as well as opportunities for career advancement through accomplishments.
  • Evaluated the performance of various employees and encouraged team members to increase productivity.
  • Conducted supplier risk management assessments in order to evaluate the initiative program for senior management's planning purposes.
  • Intervened between Contact Center Supervisors during arguments and diffused tense situations using budget management and strategic planning.
  • Improved filing systems for confidential client records and reports increased operational efficiency.
  • Increased the productivity of the customer service team by leading training initiatives and reorganizing schedules, resulting in a 13% reduction in overtime.
  • Organized procedure meetings for 13 Contact Center Supervisors and coordinated the availability of conference rooms for attendees every three years.
  • Devised, implemented, and tracked processes to improve long-term business success and profit margins by 14%.
  • Planned marketing initiatives and tapped into my referral network to promote business development.

Summaries

  • Contact Center Supervisor who is proactive and meticulous, with over 15 years of experience in the initiative industry.
  • Dynamic communicator who consistently outperforms company goals and expectations.
  • Accomplished at leading high-performing teams and driving operational success, maintaining a 56% satisfaction score through effective leadership and process efficiency.
  • Competent offerings, pricing, and market positioning, as well as demonstrated Workday expertise.
  • Effective problem-solver and leader who excels at streamlining operations to reduce costs and improve organizational efficiency.
  • Results-oriented, goal-oriented, and looking to apply my experience to the role of Contact Center Supervisor.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.
  • Individual with experience leading company initiatives, forming vendor partnerships, and managing employee relations.
  • Standard are well-understood.
  • Achieved 29% improvements in issue resolution times.

Accomplishments

  • Defined the blueprint for a revamped complaint escalation matrix, reducing overall escalations by 72% within 6 months.
  • Guided
  • Trained
  • Ensured
  • Recorded
  • Collaborated with team of 7 in the development of method.
  • Documented and resolved method which led to category.
  • Streamlined
  • Design: Responsible for creative design for prominent program.
  • Won

Affiliations

  • American Society for Quality (ASQ) – Call Center Quality Management Division
  • Global Association for Contact Center Management (GACCM)
  • International Association of Business Communicators (IABC)
  • Project Management Institute (PMI) initiative
  • Women in Technology International (WITI) – Leadership and Supervisory Focus
  • National Association of Call Centers (NACC)
  • Rotary International
  • Customer Success Association (CSA)
  • Certified Customer Contact Manager (CCCM) – 2015, Ironclad Systems
  • Society for Human Resource Management (SHRM) – Organizational Development and Leadership Focus

Certifications

  • Apple Certified Associate (ACA)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Call Center Manager (CCCM)
  • CompTIA Network+
  • Certified Supervisor in Customer Service Excellence - Vantage
  • Performance Improvement & Employee Retention Certification - Harbor & Co.
  • Certified Contact Center Auditor (CCCA) - Vantage
  • Advanced Quality Management Certification for Contact Centers - Brightline
  • Coaching & Mentoring in the Contact Center Environment - Lakeside Partners
  • Advanced Customer Complaint Handling Certification - Lakeside Partners

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