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Skills

  • Purchasing and procurement
  • Personnel training and development
  • Training and development
  • Customer Relationship Management Software (CRM)
  • Account management
  • Budgeting and reporting
  • Advanced problem-solving skills
  • Risk mitigation strategies
  • Vendor relationship management
  • Administrative support

Work Experiences

  • Met and consistently exceeded revenue quotas by promoting products and services during routine calls.
  • Coached teams to improve ticket triaging and swiftly resolve technical issues, driving a 12% improvement in average handle time.
  • Customer complaints were resolved with a focus on customer satisfaction and loyalty.
  • Achieved a 28% reduction in downtime.
  • Coached a team on best practices.
  • Collaborated with the operations team.
  • Took advantage of $4 in customer up-sell opportunities, which resulted in a revenue increase of 5%.
  • Avoided cost overruns.
  • Achieved a 31% improvement in CSAT scores.
  • Followed up on client requests for problem resolution.

Summaries

  • Forward-thinking leader with experience in setting goals, quality standards, and system initiatives, as well as ensuring that objectives are met quickly and efficiently.
  • Optimize long-term success by effectively balancing targets with resources.
  • Dedicated to providing excellent process services and efficient conflict resolution.
  • Expert in initiative industry protocols with a track record of successfully leading shifts while providing excellent guidance and employee leadership.
  • Entrepreneur and executive-level business manager with experience running start-up and emerging companies.
  • Veteran Customer Service Project Manager with exceptional process improvement and project management abilities.
  • Maintaining customer satisfaction and contributing to company success by bringing 2 years of experience.
  • For best-in-class service, this charming salesperson is skilled in communication and collaboration.
  • Listening and critical thinking skills are exceptional in this team player.
  • A pleasant personality and a customer-focused background, as well as knowledge of stakeholder engagement.

Accomplishments

  • Developed a customer feedback analysis framework that identified key service gaps, improving Net Promoter Score (NPS) by 47% over three years.
  • Developed interactive customer service training modules, resulting in a 15% increase in newly-trained representatives' productivity.
  • Spearheaded a client escalation taskforce, improving ticket resolution times for frontline agents by 49% within the past year.
  • Collaborated with data analysts to interpret customer feedback trends, enabling targeted improvements that grew positive customer reviews by 61%.
  • Drove a 47% improvement in First Contact Resolution (FCR) through the implementation of a standardized problem-solving approach.
  • Drove record-high sales that elevated the store’s ranking in the company from #25 to #7.
  • Directed cross-departmental initiatives to streamline customer service workflows, slashing average handling time (AHT) by 12 minutes.
  • Formulated risk mitigation strategies that ensured critical high-impact tickets were resolved within 6 months, reducing client churn by 51%.
  • Redesigned and launched enhanced self-service tools that boosted resolution rates by 68% and reduced support ticket inflow by 67%.
  • Delivered on 11 simultaneous customer service-oriented projects, consistently meeting deadlines and project KPIs over one year.

Affiliations

  • American Marketing Association
  • User Experience Professionals Association (UXPA) - Provided industry insights on how service recovery impacts UX
  • Lean Enterprise Institute (LEI) - Practitioner applying lean methodologies to optimize customer service operations
  • Association for Talent Development (ATD) - Volunteer speaker for sessions on staff coaching and customer experience
  • Help Desk Institute (HDI) - Member of initiative, focused on advancements in service desk operations and metrics
  • Agile Alliance - Implemented Scrum frameworks through cross-functional teams, 2015
  • Society for Customer Partners - Engaged in collaborative initiatives for enhancing vendor relationships and contracts
  • Service Design Network (SDN) - Contributed to Portland working groups on service journey mapping, from 2021
  • American Society for Training and Development (ASTD) - Contributed to designing customer service team training programs
  • National Association of Social Workers

Certifications

  • CompTIA Security+
  • Jira Project Administrator Certification - Northwind
  • Change Management Practitioner – Meridian
  • Operational Excellence Professional Certification - Harbor & Co.
  • CompTIA Network+
  • Certified in Risk and Information Systems Control (CRISC) - Ironclad Systems
  • Certified Associate in Project Management (CAPM) – Vantage
  • Certified Public Accountant
  • Project Management Professional (PMP) - Harbor & Co.
  • Certified Business Analysis Professional (CBAP) - Summit Group

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