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Skills

  • Customer onboarding improvement
  • Employee training
  • Customer retention strategies
  • Root cause analysis
  • Team building
  • Communications
  • Customer service process refinement
  • Customer service
  • Quality assurance background
  • Customer support workflow automation

Work Experiences

  • Boosted team morale.
  • Achieved an average performance improvement of 49%.
  • Assisted companies in developing training budgets, resulting in annual savings of over $12 for 10 companies.
  • Collaborated with business analysts to forecast staffing needs based on predictive data models, leading to a 14-person capacity increase and reduced customer wait times.
  • Boosted participation in continuous learning programs.
  • Crafted an interactive onboarding plan.
  • Contributed to a 17-day acceleration of the learning curve.
  • Consulted with HR on performance improvement plans.
  • Collaborated with marketing and sales teams to ensure service alignment with the customer lifecycle, increasing upsell and cross-sell rates by 24%.
  • Achieved a 70% decrease in audit findings.

Summaries

  • Achieved a 35% increase in team productivity.
  • Achieved a 57% increase in same-day ticket closures.
  • Achieved 61% growth in daily customer interactions.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.
  • Proven leader capable of making difficult decisions and guiding businesses to long-term success.
  • Within Miscellaneous, senior Customer Care Coach and outstanding performer in client relations and cross-functional collaboration.
  • Adaptable and strategic thinker.
  • Adept at collaborating with product teams to launch knowledge-sharing initiatives, which decreased product-related inquiry escalations after launch by 64%.
  • Adaptable and strategic thinker with experience implementing live call monitoring systems that considerably reduced average feedback loop time by 15 hours.
  • Experienced Training Specialist with a track record of success in risk assessment instruction spanning 10 years.

Accomplishments

  • Collaborated with marketing to design customer satisfaction (NPS) improvement initiatives, resulting in a 20% boost in positive customer feedback.
  • Implemented data-driven approaches to coach teams on reducing handle times, improving average speed to answer by 81%.
  • Established a system of daily stand-ups focused on continuous learning and coaching feedback, directly leading to a 65% increase in same-day issue resolution.
  • Launched cross-departmental initiative between customer care and sales, resulting in a 78% increase in customer lifecycle value and CSAT scores.
  • Coached team leaders on conflict resolution and communication strategies, reducing intra-team escalations by 19% and boosting team morale.
  • Documented and resolved metric which led to procedure.
  • Spearheaded the update of service agent playbooks and SOPs, ensuring accurate alignment across the team that reduced customer complaint escalations by 62%.
  • Increased upselling revenue by coaching agents on advanced objection handling techniques, resulting in a 41% rise in average sales per customer interaction.
  • Initiated a cross-department focus group to identify customer pain points, facilitating the development of training modules that improved customer satisfaction by 58%.
  • Improved agent performance metrics across multiple KPIs by introducing personalized coaching plans aimed at developing both hard and soft skills.

Affiliations

  • Society for Technology-Assisted Customer Care Solutions
  • Rotary International
  • Microsoft Dynamics 365 User Group
  • Society for Human Resource Management (SHRM) – Customer Training Division
  • International Association of Language Learning Technology (IALLT) – Communication and Rapport Building Taskforce
  • American Management Association (AMA) – Leadership in Customer Service Training Program
  • National Customer Service Association (NCSA)
  • Society of Workforce Planning Professionals (SWPP)
  • Global Professional Association for Customer Experience (GPACE)
  • Customer Success Association (CSA)

Certifications

  • CompTIA A+ Technician
  • Customer Care & Contact Center Coaching Certificate by BenchmarkPortal
  • SHRM Certified Professional (SHRM-CP)
  • Certified in Workforce Management for Call Centers by Salesforce
  • Certified Customer Service Trainer (CST) by ICSA
  • Customer Experience Design Certification by Northwind
  • Six Sigma Green Belt Certification for Process Improvement by ASQ
  • Data-Driven Decision-Making for Customer Support Professionals by Cedar Works
  • Guide to Effective Customer Support Coaching Techniques by Microsoft Excel
  • Microsoft Certified Systems Engineer (MCSE)

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