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Skills

  • Training program development
  • Workflow planning
  • Documentation and control
  • Stakeholder engagement
  • Problem resolution
  • Customer feedback analysis
  • Team management
  • Multitasking and prioritization
  • Regulatory compliance
  • Customer experience enhancement

Work Experiences

  • Was in charge of program files and records for 5 clients, as well as following security procedures to prevent data breaches and misuse.
  • Supervised and guided new employees, and I responded quickly to questions, which improved understanding of job responsibilities on risk assessment and performance reporting.
  • Directed customers to the appropriate sales area after answering their phone, mail, and in-person inquiries.
  • Evaluated employee performance and implemented incentives and team-building events to boost morale.
  • Taught customers about the brand in order to pique their interest in the company's mission and values.
  • Analyzed customer feedback using ServiceNow to identify pain points and implemented changes that boosted satisfaction levels to 23%.
  • Achieved results in one year.
  • Organized initiative meetings for 17 Customer Relations Supervisors and coordinated the availability of conference rooms for attendees every three years.
  • Achieved a 34% reduction in lost leads.
  • Achieved results over 6 months.

Summaries

  • Achieved a 72% reduction in response time.
  • Customer Relations Supervisor is a multi-talented Customer Relations Supervisor who is consistently rewarded for planning and operational improvements.
  • Achieved 76% improvement in resolution times.
  • Support specialist and leader with advanced organizational, technical, and business acumen who is highly dependable, ethical, and trustworthy.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Excellent communicator and project manager with expertise in day-to-day operations, workflow improvements, and customer service.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Staff, resource, and day-to-day operations are well-coordinated by this expert.
  • Adaptable person with data analysis and workflow optimization abilities.

Accomplishments

  • Utilized historical support data to predict future call trends and prepare resources, reducing overtime by 27% and improving operational efficiency.
  • Documented and resolved standard which led to system.
  • Assigned tasks based on skill level and performance, resulting in a 74% reduction in customer complaints over two years.
  • Developed and implemented a knowledge base that empowered customers with self-service options, reducing inbound inquiries by 59%.
  • Resolved product issue through consumer testing.
  • Developed customer interaction scripts that accounted for different scenarios and customer temperaments, resulting in improved service consistency and professionalism.
  • Decreased customer query handling times by incorporating live chat software, providing immediate resolutions to 80% of incoming issues.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Enhanced employee onboarding process, cutting training time by 8 weeks and boosting first-month productivity rates by 83%.
  • Formulated and executed a strategy that improved response time by 81%, streamlining the process through Salesforce, enhancing overall customer satisfaction.

Affiliations

  • International Council of Nurses
  • Customer Strategy Network Community Advisory
  • Society of Women Engineers
  • Customer Support Leaders Community
  • Bachelors in Business Management or Related Field category, 2017
  • Customer Success Network
  • ISO 9001 Quality Management Certification
  • Association for Talent Development (ATD)
  • Lead Member of Ironclad Systems Employee Engagement Initiative
  • Certified Customer Service Professional (CCSP)

Certifications

  • Certified Contact Center Supervisor (CCCS) - process
  • Certified Professional in Strategy Development – Vantage
  • NICE User Certification – NICE Systems
  • Zendesk Support Administrator Certification - framework
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA A+ Technician
  • Salesforce
  • SAS Certified Specialist: Customer Intelligence 360 – SAS Institute
  • Customer Service Excellence Certification Northwind
  • SHRM Certified Professional (SHRM-CP)

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