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Skills

  • Staff training and development
  • Problem resolution
  • Financial Management
  • Business operations
  • Employee Onboarding
  • Escalation management
  • Crisis management
  • Cross-functional collaboration
  • Team Leadership
  • First Aid/CPR

Work Experiences

  • Assessed suppliers in order to assess delivery quality, timeliness, and compliance, maintain tight cost controls, and maximize business operational efficiency.
  • Boosted team morale.
  • Analyzed customer service metrics.
  • Built a dynamic team environment by fostering open communication and feedback, resulting in a 82% increase in employee engagement scores.
  • Created budgets and prepared quotes for new products and services.
  • Achieved customer interactions related to standard.
  • Shared best practices with on-site and external personnel to align efforts and goals.
  • Reduced customer service complaints by 3% by devising new methods of resolution.
  • Various events, such as tradeshows, seminars, and workshops, were used to engage prospects and customers.
  • Achieved results within 16 months.

Summaries

  • Dedicated to providing high-quality services and products.
  • Collaborative, with a commitment to collaborating with coworkers to foster an engaged, empowering work environment.
  • Achieved a 69% decrease in service errors.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Accomplished results in 4 months.
  • Mentoring and challenging team members to meet and exceed company goals is something I'm passionate about.
  • Accomplished Customer Contact Supervisor.
  • Strong ability to adapt to new situations and environments.
  • Achieved a 20% improvement within 8 months.
  • Weekly availability of 5 hours, including evenings and weekends

Accomplishments

  • Developed multi-tiered troubleshooting guidelines, decreasing average case resolution times by 64% and improving agent confidence.
  • Developed customer experience dashboards using Workday, enabling instant insights and driving an increase in operational efficiency by 84%.
  • Led customer support initiatives that successfully reduced churn by 34% and grew overall customer retention by implementing proactive feedback mechanisms.
  • Documented and resolved method which led to procedure.
  • Optimized conflict resolution protocols, reducing escalations by 50% and improving customer satisfaction surveys by 24% points.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Implemented a continuous improvement program for CS tools and processes that decreased call wait times by 66% within 15 months.
  • Trained a team of 6 in conflict mediation techniques, decreasing internal escalations and maintaining a 17% retention rate.
  • Orchestrated improvements in SLA management, ensuring 81% adherence within 4 quarters and boosting customer satisfaction.
  • Supervised a team of 3 customer service representatives, achieving consistent SLA compliance of 48% across 5 regions.

Affiliations

  • Institute of Management Consultants (IMC USA)
  • Toastmasters
  • Association for Computing Machinery
  • Society of Women Engineers
  • American Medical Informatics Association
  • Society of Call Center Professionals
  • Association for Supply Chain Management (APICS)
  • American Management Association (AMA)
  • Six Sigma Green Belt Certified - 2015
  • Association for Talent Development (ATD)

Certifications

  • Certified Call Center Supervisor (CCCS)
  • CompTIA Network+
  • Six Sigma Green Belt Certification
  • Certified Problem-Solving Facilitator (CPSF)
  • Certified Leadership in Employee Engagement
  • Certified Public Accountant
  • Cisco Certified Network Associate (CCNA)
  • Certified Workforce Planning Professional (CWPP)
  • Certified Voice of the Customer Professional (CVP)
  • Customer Service Excellence Certification (CSEC)

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