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Skills

  • Workflow planning
  • Operational improvement
  • Database administration
  • Bookkeeping
  • Team management
  • First Aid/CPR
  • Policy and procedure modification
  • Cross-functional team collaboration
  • Customer retention strategies
  • Change Management

Work Experiences

  • Kept accurate, current, and compliant financial records by monitoring and addressing variances.
  • Established and developed a highly efficient and dependable administrative team by providing ongoing coaching and motivation and fostering career advancement.
  • Accelerated responses and resolutions.
  • Achieved cost savings of $14 annually.
  • Restructured installation processes and staff teams, resulting in a 15% increase in productivity.
  • Boosted NPS by 10 points within one quarter.
  • Was in charge of program files and records for 12 clients, as well as following security procedures to prevent data breaches and misuse.
  • By automating client correspondence, record tracking, and data communications, I was able to improve office operations.
  • Investigated and resolved a variety of issues that impacted executive leaders and business initiatives.
  • Was in charge of client and personnel appointment scheduling and itinerary coordination.

Summaries

  • Achieved 30% growth in repeat business.
  • Costs were consistently reduced while profits were increased.
  • With an organized approach and strong multitasking abilities, dedicated to maximizing customer satisfaction and exceeding business objectives.
  • Accomplished in driving key customer satisfaction KPIs and using these metrics to guide executive decision-making that directly influenced business outcomes.
  • Team player who is methodical and detail-oriented and has expertise in risk assessment.
  • Recruiting established talent in workflow optimization and data analysis for Customer Satisfaction Manager.
  • To meet project objectives, prioritize projects and multitask effectively.
  • Achieved 57% improvement in customer problem-solving efficiency through data-driven feedback initiatives and internal training programs focused on service excellence.
  • Customer Satisfaction Manager with 6 years of successful budget management and project management experience.
  • Meticulous Customer Satisfaction Manager capable of creating exceptional communications, presentations, and spreadsheets that meet a variety of administrative needs using ServiceNow.

Accomplishments

  • Designed customer training materials for new product features, leading to a 63% decrease in support requests regarding those features.
  • Collaborated with team of 3 in the development of metric.
  • Implemented consistent follow-up strategies with dissatisfied clients, resulting in 48% improvement in retention over 2016.
  • Led internal audits of customer service workflows, achieving a 31% efficiency boost in key operational areas.
  • Achieved Excellence Award for exemplary customer support management, driving team productivity and improving key stakeholder satisfaction metrics.
  • Improved support team performance through ongoing coaching and introducing data-driven KPIs, resulting in a 64% improvement in ticket-handling time.
  • Successfully onboarded and trained 5 new customer service hires, contributing to team performance improvements and reducing onboarding time by 36%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Analyzed customer feedback data and trending issues, resulting in the creation of an escalation process that decreased complaint resolution time by 17%.
  • Implemented state-of-the-art AI support technology, which increased first-contact resolution rates by 20% within 7 months.

Affiliations

  • Society for Quality Excellence in Customer Service Processes
  • International Society of Customer Satisfaction Professionals (ISCSP)
  • International Coaching Federation (ICF) for Leadership in Customer Service
  • Society of Human Resource Management
  • Lions Club
  • Advanced CRM Users Conference Attendee
  • International Business Communication Standards (IBCS) - Specialized in Customer Feedback
  • Business Metrics Institute for Customer Service Analytics
  • Society of Women Engineers
  • National Association for Call Center Management

Certifications

  • Certified Kaizen Facilitator (CKF) - Harbor & Co.
  • Certified Data Analyst in Customer Experience - Northwind
  • SHRM Certified Professional (SHRM-CP)
  • Six Sigma Black Belt Professional (SSBB) - Northwind
  • Apple Certified Associate (ACA)
  • Customer Service Excellence Certification Summit Group
  • Certified Business Analysis Professional (CBAP)
  • Salesforce
  • CompTIA A+ Technician
  • Certified Customer Experience Professional (CCXP) - Summit Group

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