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Skills

  • Conflict resolution
  • Budget development
  • Employee scheduling
  • Team management
  • Effective leader
  • Communications
  • Stakeholder relations
  • Escalation management
  • Customer service
  • Inventory management

Work Experiences

  • Established, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Helped with regulatory compliance by supervising all audits to ensure protocol compliance.
  • Led the company to a successful product launch and growth by developing an initial product roadmap and go-to-market strategy.
  • By evaluating the effectiveness of program and initiative projects, I was able to increase profits.
  • Used process improvement and cross-functional collaboration to cultivate and strengthen long-term client relationships.
  • Worked with assistant managers to open and close the framework office, as well as handle large transactions and inventory management.
  • Dealt with difficult customers and clients in order to help lower-level employees and provide excellent customer service.
  • Was able to save money by effectively negotiating contracts for more favorable terms.
  • Successfully managed purchasing, sales, marketing, and customer account operations.
  • Trained, coached, and mentored staff to ensure that the new initiative program was implemented smoothly.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Customer-focused General Manager with 14 years of experience who is committed to expanding cross-functional collaboration and performance reporting.
  • Costs were consistently reduced while profits were increased.
  • Successful and innovative Executive Manager with extensive experience and a track record of re-energizing and restructuring organizations, developing strategic initiatives, and seizing new business opportunities.
  • Strong track record of developing precise and targeted business operations plans, managing standard areas, evaluating performance, and implementing change.
  • Strengths in client relations and quality assurance backed up by Miscellaneous training.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Achieved a 55% increase in key loyalty metrics.
  • Achieved a 28% increase in repeat business.
  • 6 years of strategic Customer Resolution Manager experience leading and overseeing method and system business activities.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Created an escalation management framework for 15 departments, reducing resolution times by 71% while improving collaboration across functions.
  • Revised service recovery protocols in the customer care process, achieving a 57% increase in post-resolution customer loyalty.
  • Collaborated with cross-department technical teams, reducing average time to resolution of system-related issues for Tableau by framework.
  • Prepared departmental quarterly reports summarizing resolution trends for senior management, leading to policy shifts that reduced re-escalations by 37%.
  • Developed 10-step client recovery procedures, improving satisfaction scores by 54% within procedure.
  • Spearheaded resolution of 12 complex customer complaints, successfully reducing escalations by 68% over a 6 months.
  • Championed the adoption of AI-based case management tools, resulting in a 85% reduction in case resolution time and improved first-contact resolution rates.
  • Reduced response errors in the company's CRM by implementing standardized issue-tracking protocols, boosting case accuracy by 62% in Raleigh.
  • Developed and implemented monthly conflict-resolution training programs dubbed 'Microsoft Excel', increasing team's case resolution accuracy by 20%.

Affiliations

  • American Medical Informatics Association
  • Society of Women Engineers
  • IT Service Management Forum (itSMF)
  • Service Quality Institute (SQI)
  • American Society of Safety Professionals
  • Customer Experience Professionals Association (CXPA)
  • Institute of Customer Service
  • American Management Association (AMA)
  • Association for Supply Chain Management (APICS)
  • Association for Computing Machinery

Certifications

  • Certified Change Management Practitioner
  • Project Management Professional (PMP)
  • Advanced Root Cause Analysis Certification
  • Zendesk Support Administrator Certification
  • Certified Business Analysis Professional (CBAP)
  • Six Sigma Black Belt Certification
  • Certified Quality Process Analyst (CQPA)
  • ServSafe
  • CompTIA A+ Technician
  • First Aid/CPR Certified

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