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Skills

  • Database administration
  • Employee turnover reduction strategy
  • Regulatory compliance
  • Presentation design
  • Key account supervision
  • Time management
  • Client Feedback Collection & Analysis
  • Conflict resolution
  • Documentation and control
  • Workflow planning

Work Experiences

  • Achieved a 69% reduction in average response times.
  • Hired, managed, developed, and trained employees, as well as set and monitor goals, conduct performance reviews, and pay employees.
  • Conducted regular one-on-ones and performance reviews with individual team members, driving growth and increasing customer satisfaction by 46% points.
  • Was in charge of billing, collection, and reporting for an office that generated over $8 per year.
  • Supervised and guided new employees, and I responded quickly to questions, which improved understanding of job responsibilities on data analysis and cross-functional collaboration.
  • Provided expert clerical support by handling a wide range of routine and special requests efficiently.
  • Used regular correspondence and scheduled status updates to communicate corporate objectives across all divisions.
  • Achieved Employee of the Year for displayed excellence in communications management and team leadership within 2019.
  • Achieved a 23% success rate.
  • Achieved a 49% increase in first-call resolution rates.

Summaries

  • Professional in office management and administration with 9 years of experience maximizing productivity, efficiency, and service quality in a variety of settings.
  • Independently solved problems and kept teams on task to handle a variety of business requirements.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Achieved 56% improvements in service delivery efficiency.
  • These abilities, as well as a strong work ethic, are available.
  • Looking for a management position with a company in the Miscellaneous sector.
  • Mandarin and Portuguese are both conversational.
  • In process, procedure, and policy improvement initiatives, the adroit professional exemplifies multidisciplinary managerial skill.
  • Clear understanding of team leadership and client relations as well as project management training.

Accomplishments

  • Coordinated with product and sales teams to address root causes of product issues, contributing to a 29% reduction in general complaints for the past year.
  • Developed and implemented a weekly performance training focusing on core competencies, leading to 71% higher employee satisfaction.
  • Led strategic meetings with upper management to address customer service bottlenecks, resulting in 13% improvement in service efficiency.
  • Achieved a 66% reduction in average handling time (AHT) by optimizing call center operational processes and workflows.
  • Implemented a cross-training program ensuring 8% of the team can handle both front- and back-end operations, improving team flexibility.
  • Monitored team compliance with operational workflows, increasing adherence to service level agreements by 35%.
  • Utilized third-party feedback tools to continuously monitor and improve the department response rate, achieving service levels above 15%.
  • Developed a service improvement plan for recurring issues in Adobe Creative Suite, achieving a 64% increase in customer retention over 18 months.
  • Documented and resolved system which led to method.
  • Managed vendor relationships for system support and CRM tools, resulting in a 57% decrease in system downtime over a one year period.

Affiliations

  • Society of Women Engineers
  • National Customer Service Association (NCSA)
  • Data-Driven Decision-Making in Service (HubSpot Users Group)
  • Society for Technical Communication
  • Customer Success Association (CSA)
  • Leadership Development Program - Brightline (2015)
  • Certified Call Center Supervisor – 2024 (CPA)
  • National Association for Call Centers (NACC)
  • International Association for Business and Industrial Statistics (IABIS)
  • Association for Supply Chain Management (APICS)

Certifications

  • Certified in Contact Center Workforce Management (CCCM-WFM)
  • Certified in Customer Support Systems (CSS)
  • Six Sigma Green Belt Certification
  • Customer Service Process Improvement Certification from Cedar Works
  • Cisco Certified Internetwork Expert (CCIE)
  • Process Optimization and Analysis Certification by Harbor & Co.
  • ICMI Certified Contact Center Supervisor
  • CompTIA Security+
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Remote Team Management Certification by Northwind

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