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Skills

  • Team building
  • Bookkeeping
  • Payroll and budgeting
  • Strategic planning
  • Customer service excellence
  • Data entry
  • Data-driven decision making
  • Policy and procedure modification
  • Time management
  • Employee Training & Onboarding

Work Experiences

  • Achieved a 69% increase in customer satisfaction scores.
  • Completed 14 employees' bi-weekly payroll.
  • Adopted scheduling software for team assignments.
  • Organized program meetings for 6 Contact Supervisors and coordinated the availability of conference rooms for attendees every three years.
  • Improved the organization's payment collection, AP/AR, deposit, and recordkeeping systems.
  • Conducted regular one-on-ones with team members.
  • Developed a highly efficient administrative team through ongoing coaching and professional development opportunities.
  • Established and developed a highly efficient and dependable administrative team by providing ongoing coaching and motivation and fostering career advancement.
  • Evaluated employee performance and implemented incentives and team-building events to boost morale.
  • Conducted regular one-on-ones and performance reviews with individual team members, driving growth and increasing customer satisfaction by 46% points.

Summaries

  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • In process, procedure, and policy improvement initiatives, the adroit professional exemplifies multidisciplinary managerial skill.
  • Thorough and dependable Office Worker with excellent administrative skills and a strong Miscellaneous background.
  • Mandarin and Portuguese are both conversational.
  • With 12 years of Miscellaneous experience, I am a well-organized Administrative professional with excellent multitasking abilities.
  • Accomplished Contact Supervisor with a deep focus on SLA compliance and employee engagement, reducing response times from 11 hours to less than 8 hours while securing Top Performer in 2019.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Costs were consistently reduced while profits were increased.
  • Miscellaneous administrative office management, related regulatory guidelines, and budget management certified CPA and Contact Supervisor.
  • Contact Supervisor who is self-motivated and has demonstrated leadership, organizational, and customer service skills.

Accomplishments

  • Collaborated with team of 5 in the development of category.
  • Developed a service improvement plan for recurring issues in Adobe Creative Suite, achieving a 64% increase in customer retention over 18 months.
  • Developed and led a cross-functional team tasked with reviewing customer feedback, resulting in a 37% improvement in NPS (Net Promoter Score) for 2019.
  • Leveraged CRM data to anticipate client needs, resulting in a year-over-year increase of 37% in cross-sell and upsell rates for Adobe Creative Suite.
  • Maintained and analyzed performance metrics in bi-weekly reports to management, facilitating improved forecasting and resource distribution.
  • Utilized third-party feedback tools to continuously monitor and improve the department response rate, achieving service levels above 15%.
  • Resolved product issue through consumer testing.
  • Collaborated with the QA and training department to implement a continuous improvement plan, improving service quality scores by 43%
  • Conducted performance appraisals and developed skill matrices for 4 team members, improving overall team efficiency by 27%.
  • Collaborated with multiple departments to streamline onboarding processes, reducing the learning curve from 6 weeks to 15 weeks for new hires.

Affiliations

  • International Association for Business and Industrial Statistics (IABIS)
  • Association for Supply Chain Management (APICS)
  • International Customer Management Institute (ICMI)
  • Society of Human Resource Management
  • Data-Driven Decision-Making in Service (HubSpot Users Group)
  • Lean Six Sigma Certification initiative - 2019
  • Customer Experience Professionals Association (CXPA)
  • International Contact Center Association
  • Customer Success Association (CSA)
  • Global Leadership Network for Customer Support

Certifications

  • First Aid/CPR Certified
  • Certified in Contact Center Workforce Management (CCCM-WFM)
  • Problem Solving for Customer Service by Workday
  • Process Optimization and Analysis Certification by Harbor & Co.
  • Apple Certified Associate (ACA)
  • SHRM Certified Professional (SHRM-CP)
  • ServSafe
  • Supervisory Management Certificate by Vantage
  • Advanced Conflict Resolution Skills Training by Ironclad Systems
  • Certified Call Center Manager (CCCM)

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