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Skills

  • Business Administration
  • Customer Satisfaction Improvement Initiatives
  • Data analysis and reporting
  • First Aid/CPR
  • Communications
  • Time management and prioritization
  • Bookkeeping
  • Database administration
  • Budgets
  • Supervision

Work Experiences

  • Collaborated with IT to implement a cloud-based ticketing system.
  • Tracked and recorded expenses and reconciled accounts to keep accurate, current, and compliant financial records.
  • Gathered and analyzed administrative cost data in order to prepare 6 months budgets for corporate management.
  • Improved the organization's payment collection, AP/AR, deposit, and recordkeeping systems.
  • Collaborated closely with the technical support team to ensure resolution of escalated product issues, reducing retry rates by 76%.
  • Achieved this within 18 months.
  • Allowed for efficient staffing.
  • Was in charge of billing, collection, and reporting for an office that generated over $13 per year.
  • Provided expert clerical support by handling a wide range of routine and special requests efficiently.
  • Effectively managed costs and billing, as well as financial discrepancies, by using category software to organize account information.

Summaries

  • Achieved high service levels.
  • Staff, resource, and day-to-day operations are well-coordinated by this expert.
  • Customer Service Shift Manager with 11 years of successful strategic planning and data analysis experience.
  • Team player who is methodical and detail-oriented and has expertise in data analysis.
  • Achieved 71% growth in repeat business.
  • Customer Service Shift Manager who is self-motivated and has demonstrated leadership, organizational, and customer service skills.
  • Miscellaneous administrative office management, related regulatory guidelines, and vendor management certified OSHA and Customer Service Shift Manager.
  • To meet project objectives, prioritize projects and multitask effectively.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Managed a multi-channel communication system (phone, email, chat), optimizing customer contact points and achieving a 29% increase in overall resolution efficiency.
  • Documented and resolved initiative which led to metric.
  • Led a team of 16 to surpass the monthly retention goal by 72% through exceptional service quality and engagement initiatives.
  • Co-created a team feedback loop with the Quality Assurance department, leading to an increase in the Net Promoter Score (NPS) by 38% in metric.
  • Developed and maintained scheduling systems that reduced shift conflicts and improved staffing efficiency by 32%, improving operational coverage.
  • Resolved product issue through consumer testing.
  • Reduced customer escalations by 84% through targeted coaching and process improvements across all shifts.
  • Introduced a rewards-based employee recognition system resulting in 51% reduction in turnover over a 6 months.
  • Facilitated cross-training of agents, increasing shift flexibility and reducing overtime costs by 72% within 18 months.
  • Established an employee incentive program that increased team productivity by 62% within program.

Affiliations

  • International Association of Administrative Professionals
  • Association for Talent Development (ATD) - Call Center Training
  • Association of Support Professionals (ASP)
  • Society of Human Resource Management
  • Customer Operations Performance Center (COPC)
  • Customer Service Institute of America (CSIA)
  • Customer Contact Strategies Network
  • Contact Center World
  • Lions Club
  • International Council of Nurses

Certifications

  • CompTIA Security+
  • ITIL Foundation Certification (for service management)
  • CompTIA A+ Technician
  • Customer Service Leadership Certification by Cedar Works
  • Supervisory Skills Competency Certificate by Cedar Works
  • Customer Satisfaction Measurement Certificate by Lakeside Partners
  • Certified Public Accountant
  • CPR Certification (for in-house customer safety in hospitality settings)
  • SHRM Certified Professional (SHRM-CP)
  • CompTIA Network+

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