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Skills

  • CCTV
  • Call center operations
  • Customer retention
  • Performance improvements
  • Administrative support
  • Operational improvement
  • Supervision and training
  • Advanced communication skills
  • Communications
  • Team building

Work Experiences

  • Kept an eye on supplier operations to ensure quality, on-time delivery, and compliance with contract specifications.
  • Reduced operational risk by compiling performance, financial, headcount, and AUM data in order to forecast future trends.
  • Directed Customer Operations Assistant Managers in the creation of dynamic displays of new merchandise to attract store patrons' attention.
  • Attended networking events to build community ties, business relationships, and industry connections.
  • Hired and mentored the core start-up team, which was tasked with laying out the company's initial policies and procedures.
  • Oversaw a successful turnaround that resulted in the elimination of over $8 in debt in 18 months.
  • Was able to secure a contract with process vendor to supply all system materials and services at a reasonable price.
  • Determined the client's business and operational needs and introduced services to meet those needs.
  • Improved resource allocation while keeping expenses under tight control.
  • Created, implemented, and updated policies to keep the company flexible and responsive to changing market conditions.

Summaries

  • With hands-on experience, eager to learn new skills and advance knowledge.
  • Engaging personality, service-oriented background, and expertise in risk assessment.
  • Customer Operations Assistant Manager with workflow optimization and process improvement abilities.
  • Risk assessment in procedure settings and team leadership in data analysis settings.
  • Customer Operations Assistant Manager with extensive experience in stakeholder engagement and team leadership.
  • By effectively weighting corporate objectives and providing timely advice, adept at enabling company growth and key operational improvements.
  • Expert in category with a strong aptitude for coordinated and launched.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • OSHA certified
  • Adaptable and deadline-driven, with the ability to manage and complete multiple projects in high-stress situations.

Accomplishments

  • Spearheaded a process improvement project that reduced average customer resolution time by 17% within the first quarter of implementation.
  • Developed and implemented a comprehensive onboarding program, reducing agent ramp-up time by 77%.
  • Achieved Six Sigma to improve team leadership and process streamlining, contributing to a 63% improvement in team efficiency.
  • Piloted a program that extended customer service hours, leading to a 49% rise in off-peak customer satisfaction scores.
  • Designed and implemented automated processes that led to cost savings of $11 annually by reducing manual interventions.
  • Collaborated with cross-functional teams to introduce 7 new product features, resulting in a 21% boost in customer retention.
  • Implemented a training matrix that improved the performance of 7 team members, increasing internal promotions by 67%.
  • Coached and mentored a team of 9 agents to achieve a 63% increase in first contact resolution (FCR) rates.
  • Guided restructuring efforts for customer service policies, resulting in a 39% reduction in operational workflow errors.
  • Developed and executed a strategic team performance plan that resulted in a 68% improvement in overall customer service satisfaction ratings.

Affiliations

  • Completed ‘Leadership Strategies in Customer Operations’ from method, 2024
  • Completion of Six Sigma Green Belt for Service Delivery Process Optimization, 2018
  • Certified Salesforce Administrator, 2017
  • Affiliated with Association for Talent Development (ATD) for Leadership & Team Training, 2017
  • Mentor, Customer Success and Facilitation Mentorship Program, Beacon Labs, 2024
  • Active Member, International Institute of Business Analysis (IIBA), 2020
  • Volunteer, Local Chamber of Commerce Business Outreach Initiative, 2018
  • Participant, Customer Service Excellence Program through Ironclad Systems, 2015
  • Active Member, Professional Managers Association (PMA), 2018
  • Participant, Society of Consumer Affairs Professionals (SOCAP) Annual Summit, 2021

Certifications

  • Google Analytics Certification - 2020
  • Multilingual Communication Skills Certification in French framework
  • Customer Success Certification (CSC) Meridian
  • ServSafe
  • Customer Data Platform (CDP) Certification
  • SAP Certified Application Associate
  • Professional in Human Resources (PHR)
  • Association for Project Management (APM)
  • Service Desk Analyst Certification
  • Certified Operations Manager (COM) - Vantage

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