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Skills

  • Budgets
  • Process equipment
  • Client onboarding time reduction
  • Regulatory compliance
  • Customer service
  • Credit and collections
  • Business operations
  • Communications
  • Customer satisfaction ratings improvement
  • Complaint resolution strategy

Work Experiences

  • Improved the organization's payment collection, AP/AR, deposit, and recordkeeping systems.
  • Hired, managed, developed, and trained employees, as well as set and monitor goals, conduct performance reviews, and pay employees.
  • Achieved a 80% growth in NPS (Net Promoter Score) by streamlining frequent touchpoints based on customer feedback.
  • Evaluated employee performance and implemented incentives and team-building events to boost morale.
  • Achieved an average response time of under 10 hours for all customer queries while managing the CRM for a portfolio of 8 clients.
  • Was in charge of client and personnel appointment scheduling and itinerary coordination.
  • Tracked and recorded expenses and reconciled accounts to keep accurate, current, and compliant financial records.
  • Restructured installation processes and staff teams, resulting in a 16% increase in productivity.
  • Achieved an average response time of under 18 hours for customer queries.
  • Organized physical files and digitized records so that authorized team members could update and retrieve them quickly.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Customer Coordinator with 15 years of successful risk assessment and budget management experience.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Ensures operational and service excellence by working effectively with cross-functional teams.
  • Strengths in budget management and strategic planning backed up by Miscellaneous training.
  • Jira expert with database management experience.
  • Costs were consistently reduced while profits were increased.
  • Excellent communicator and project manager with expertise in day-to-day operations, workflow improvements, and customer service.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

  • Delivered 9 coaching sessions to new customer service agents, increasing their compliance with SLAs by 15%.
  • Coordinated efforts to de-escalate and resolve high-priority customer issues, achieving a 55% improvement in Net Promoter Score (NPS).
  • Collaborated with team of 15 in the development of category.
  • Championed initiatives that resulted in a 22% improvement in first-response SLA adherence across all communication channels.
  • Proficiently handled 12 customer interactions daily, maintaining 52% customer satisfaction ratings across all channels.
  • Revised multichannel response strategies, reducing average response time from 9 minutes to 8 minutes.
  • Created a structured knowledge base for customer support, reducing case resolution time by 5 working hours per ticket.
  • Analyzed customer feedback to optimize onboarding procedures, resulting in a 83% improvement in customer satisfaction within one year.
  • Standardized procedures for handling billing inquiries, reducing refund requests by 68% and improving cash recovery by 14.
  • Resolved product issue through consumer testing.

Affiliations

  • Member of the Customer Experience Management (CXM) Expert Group
  • Completed Zendesk Certified Administrator program in 2018
  • Active participant in the National Association for Customer Service Managers
  • Participated in workshops for Upselling Techniques through National Retail Federation (NRF)
  • International Association of Administrative Professionals
  • National Association of Social Workers
  • Collaboration with Product-Led Growth Network (PLG Network) for customer onboarding optimization
  • Affiliated with the International Institute of Customer Service (IICS) with focus on tech integration
  • National Customer Service Week participant to improve responsiveness and engagement practicum
  • Active member of the Association of Support Professionals (ASP)

Certifications

  • Zendesk Customer Service Certification – 2020
  • Apple Certified Associate (ACA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA A+ Technician
  • Certified Customer Success Manager (CCSM) - Cedar Works
  • Certified Service Desk Analyst (CSD) - Service Desk Institute (SDI)
  • Cisco Certified Internetwork Expert (CCIE)
  • Lean Six Sigma Green Belt - 2021
  • Certified Quality Improvement Associate (CQIA) - ASQ
  • Advanced Communication Skills Certificate - Lakeside Partners

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