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Skills

  • Customer service
  • Conflict resolution
  • Customer Relationship Management (CRM) software integration
  • Sales and marketing
  • Budgeting
  • Project organization
  • Automated self-service tools implementation
  • Customer satisfaction improvement
  • Business Development
  • Data collection and analysis

Work Experiences

  • Achieved a significant framework by making proactive decisions based on market expertise and business knowledge.
  • Assessed suppliers in order to assess delivery quality, timeliness, and compliance, maintain tight cost controls, and maximize business operational efficiency.
  • Achieved a 81% improvement in customer satisfaction.
  • Was in charge of global product development and partner relationships, which allowed the company to expand its footprint into new markets.
  • Led an overhaul of the company's best practices, which resulted in significantly higher employee retention rates and a top-ranking as an industry leader.
  • Led the company to a successful product launch and growth by developing an initial product roadmap and go-to-market strategy.
  • Achieved clearer insights.
  • Developed, managed, and implemented a business plan, as well as communicated the company's vision and goals to motivate teams.
  • Achieved a 18% reduction in average response times by refining communication channels within customer success teams during 6 months.
  • Achieved a 32% increase in team productivity.

Summaries

  • Entrepreneur and executive-level business manager with experience running start-up and emerging companies.
  • Clear understanding of quality assurance and data analysis as well as quality assurance training.
  • Collaborative, with a commitment to collaborating with coworkers to foster an engaged, empowering work environment.
  • Offering a can-do attitude and a track record of success in coordinating and monitoring operations across multiple departments.
  • Dynamic application of data analysis and strategic planning in a fast-paced business environment.
  • Ability to use sound judgment and independent decision-making skills to positively impact company success.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • To take on a new role in a program setting, I'm ready to offer exceptional leadership and planning abilities.
  • Customer-focused team player with expertise in maximizing customer satisfaction while increasing profits and client acquisition.
  • Dedicated to improving employee engagement and performance through training, monitoring, and morale-building.

Accomplishments

  • Enhanced regular updates to knowledge base articles, driving a 28% drop in ticket submissions for chronic or recurrent customer concerns.
  • Strengthened the retention of high-value accounts, contributing to a company-wide increase in customer lifetime value of 36%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Oversaw a cross-functional project that replaced outdated communication tools with Workday, improving real-time collaboration results by 28% %.
  • Reduced customer churn by 49% through delivering specialized training on objection handling and account retention techniques to the service team.
  • Collaborated with IT to overhaul outdated CRM systems, reducing system lag and ensuring a 7% increase in user accessibility and staff productivity.
  • Cut case resolution times by reviewing and recalibrating team benchmarks, inducing a 34% average boost in individual efficiency levels.
  • Improved incident management efficiency by developing a new framework within the team, cutting critical event response times by 14 minutes.
  • Successfully onboarded 17 new employees over a 2020 period, decreasing ramp-up time by 77% and aligning them with company procedures faster.
  • Collaborated with product development and technical support teams to resolve 12 critical escalations in under several months, vastly improving customer experience.

Affiliations

  • Toastmasters
  • Association for Supply Chain Management (APICS)
  • Alumni, Leadership Development Program, Harbor & Co.
  • Support Organization, Association for Support Professionals (ASP)
  • Member, Association for Talent Development’s Performance Improvement Community
  • Member, Association for Operations Management (APICS)
  • Engagement with Global Business Process Improvement Forum
  • Association of Information Technology Professionals
  • Affiliate, International Organization for Standardization (ISO) category Certification Committee
  • International Association of Business Process Management Professionals (ABPMP)

Certifications

  • ServSafe
  • First Aid/CPR Certified
  • Certified Manager Certification (ICPM)
  • Advanced Call Center Coaching Certification
  • Lean Six Sigma Yellow Belt Certification
  • Certified Contact Center Supervisor (CCCS)
  • Salesforce Certified Administrator
  • HubSpot Academy CRM Certification
  • Project Management Professional (PMP)
  • Certified Customer Success Manager (CCSM)

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