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Skills

  • Continuous improvement methodologies (Lean, Six Sigma)
  • Cost-saving initiatives in back-office operations
  • Intermediate to advanced Excel (pivot tables, vlookups, macros)
  • Billing discrepancy resolution and financial reconciliation
  • Hands-on experience with service desk software (Workday)
  • Error detection and correction in customer data
  • Knowledge of B2B and B2C back-office needs
  • Adherence to data privacy and compliance regulations
  • Multichannel communication management (email, chat, phone)
  • Cross-functional team collaboration for service optimization

Work Experiences

  • Designed and ran test scripts in Adobe Creative Suite.
  • Conducted invoice audits.
  • Consistently achieved 79% accuracy target.
  • Cut unresolved case numbers by 49%.
  • Collaborated directly with vendors to resolve systemic inventory discrepancies, leading to savings of $6 annually.
  • Achieved Excellence Award recognition.
  • Conducted invoice audits and identified overcharges on 2 customer accounts, handling adjustments of $14 monthly.
  • Collaborated with the IT team to automate data entry processes, increasing throughput by 53%.
  • Assisted with customer escalations, personally ensuring resolution for high-priority accounts and achieving a Excellence Award recognition.
  • Assisted in onboarding 8 new corporate clients.

Summaries

  • Achieved quick resolution within standard.
  • Achieved a 72% decrease in ticket resolution times.
  • Achieved a 34% improvement in overall department performance.
  • Achieved a 32% reduction in customer follow-ups.
  • Back Office expert skilled in process development.
  • Conducted process auditing.
  • Achieved results within 2020.
  • Accelerated system downtime resolution to under 12 minutes.
  • Back office professional reporting key insights on customer behavior, resulting in a 72% boost in retention for Workday. Strong cross-functional collaboration skills.
  • Adept at reducing customer claim processing times.

Accomplishments

  • Provided critical backend support during high-traffic seasonal periods, resolving issues with 24% fewer escalations.
  • Leveraged advanced reporting tools (QuickBooks) to generate comprehensive analytics, supporting data-driven decision-making for team leadership.
  • Led initiatives in customer data accuracy, ensuring 59% improvement in reliability of critical customer information.
  • Worked closely with cross-functional teams, reducing service ticket turnaround time by 38%, enhancing overall customer satisfaction.
  • Assisted with customer escalations, achieving resolution within 2 hours and earning Excellence Award recognition for exceptional service.
  • Proactively handled high-priority customer inquiries, reducing tickets by 83% through effective issue tracking and resolution.
  • Took proactive initiative in resolving vendor discrepancies, leading to significant cost avoidance of over $4 annually.
  • Coordinated effectively with vendors to resolve systemic discrepancies, saving $8 over two quarters.
  • Collaborated with engineering teams to fine-tune backend processes, reducing service tickets related to technical issues by 72%.
  • Utilized Asana to reorganize backend workflows, reducing the average handling time for complex requests by 18%.

Affiliations

  • Participant in the standard, contributing to discussions on streamlining customer service operations.
  • Participant in method, focusing on historical data trends and optimization.
  • Part of metric focusing on complaint resolution strategies and data processing enhancements.
  • Contributor to standard, focusing on minimizing financial discrepancies in daily transaction reconciliations.
  • Membership in the system with a focus on reducing inquiry response times and improving team training methods.
  • Participant in initiative, contributing insights on using historical data for capacity planning.
  • Attended metric, promoting best practices for ensuring accuracy and compliance in transaction handling.
  • Building expertise in system through process, applying knowledge to customer data management and process automation.
  • Membership in process, gaining mastery in secure handling of client and financial data as per industry standards.
  • Volunteering for the initiative, providing insight into enhancing complaint resolution procedures since 2021.

Certifications

  • Conflict Resolution and Mediation Certification - Summit Group
  • Certified Professional in Order Management Software - QuickBooks
  • Microsoft Office Specialist: Excel Certification - Microsoft
  • Certified Multichannel Customer Support Professional - Meridian
  • Certified Back Office Representative - Beacon Labs
  • Customer Service Excellence Certification Vantage
  • Compliance and Regulatory Certification for Cross-Border Customer Management - Vantage
  • Certified Process Improvement Specialist - standard
  • ITIL Foundation Certification for Service Management - AXELOS
  • Automation and Efficiency Certification - QuickBooks

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