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Skills

  • Team management
  • Relationship development
  • Staff management
  • Financial Management
  • Problem resolution
  • Time management
  • MS Office
  • Regulatory compliance
  • Customer service
  • Operational improvement

Work Experiences

  • Achieved a 27% increase in productivity.
  • Authored detailed customer interaction guidelines.
  • Achieved results within 7 quarters.
  • Boosted customer referrals by 20% for the SAP category.
  • Used forecasting to figure out what changes needed to be made in the supply chain.
  • Created and managed an annual budget with effective controls to avoid overspending, reduce burn rate, and support sustainability goals.
  • Analyzed weekly team performance.
  • Achieved a 72% increase in issue resolution.
  • Established, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Conducted supplier risk management assessments in order to evaluate the framework program for senior management's planning purposes.

Summaries

  • Individual with experience leading company initiatives, forming vendor partnerships, and managing employee relations.
  • Accomplished Customer Contact Supervisor skilled at mentoring and coaching staff, resulting in a 26% decrease in employee turnover and enhanced team performance.
  • Accomplished results in 4 months.
  • Achieved a 83% decrease in employee turnover.
  • Achieved a 24% boost in employee engagement.
  • Offering a can-do attitude and a track record of success in coordinating and monitoring operations across multiple departments.
  • Achieved a 21% increase in pre-emptive issue resolution.
  • Dedicated to providing high-quality services and products.
  • Achieved a 69% decrease in service errors.
  • Accelerated new hire productivity by 27%.

Accomplishments

  • Developed escalation protocols that streamlined the resolution process and reduced escalated calls by 46%.
  • Implemented a real-time feedback loop for team members, leading to faster problem resolution and a 28% improvement in call handling times.
  • Led efforts to integrate QuickBooks that improved customer query routing, resulting in a 43% improvement in response times.
  • Created and launched a quality assurance program that improved script adherence and resulted in a 74% boost in first-call resolution.
  • Resolved product issue through consumer testing.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Initiated workforce planning strategies, improving staffing efficiency during peak hours, reducing call wait times by 35% minutes.
  • Created KPI tracking system using SAP, driving an increase in first-call resolution rates by 80% over 14 quarters.
  • Collaborated with team of 16 in the development of metric.
  • Provided detailed performance reports to leadership, leading to actionable changes that improved team KPIs by 17% over 11 months.

Affiliations

  • Inbound Marketing Certified Professional 2024 - HubSpot Academy
  • Six Sigma Green Belt Certified - 2015
  • Institute of Management Consultants (IMC USA)
  • International Customer Management Institute (ICMI)
  • Rotary International
  • Certified Customer Experience Professional (CCXP)
  • Project Management Professional (PMP) Certification
  • American Society of Safety Professionals
  • Toastmasters International Denver
  • Project Management Institute

Certifications

  • Certified Performance and Quality Analyst (CPQA)
  • Certified Public Accountant (CPA)
  • Human Resources Management Certification (HRMC)
  • Advanced Conflict Resolution Certification
  • Customer Success Management Certification
  • Advanced Coaching Techniques for Managers Certification
  • First Aid/CPR Certified
  • SHRM Certified Professional (SHRM-CP)
  • Certified ScrumMaster (CSM)
  • CompTIA Network+

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