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Skills

  • Relationship development
  • Budgets
  • Supervision
  • Project organization
  • Call-handling time reduction strategies
  • Human resource laws expert
  • New hire on-boarding
  • Skills gap analysis
  • Coaching and mentoring
  • Process improvement

Work Experiences

  • Achieved a 68% increase in customer satisfaction.
  • Assessed impact of service training through NPS (Net Promoter Score) improvements, with consistent increases of 51% after each implementation.
  • Analyzed post-training performance metrics.
  • Upper management was informed of all learning and performance objectives, schedules, and training assessments.
  • Became the in-house subject-matter expert on metric.
  • Achieved a performance turnaround rate of 18%.
  • Coached over 14 team members.
  • Achieved a 20% decrease in customer inquiries.
  • Authored step-by-step guides and training modules that decreased team onboarding time by 57%.
  • Achieved 6 consecutive successful audits.

Summaries

  • Achieved 78% higher customer satisfaction scores.
  • With excellent organizational skills and a big-picture approach, I am a decisive leader and complex problem-solver.
  • In-depth knowledge of the Miscellaneous.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Costs were consistently reduced while profits were increased.
  • Achieved a 23% climb in overall success metrics.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Accomplished training manager with a track record in creating interactive workshops and coaching sessions, contributing to 54% reduction in customer escalations and 55% improvement in call handling time.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Implemented a quarterly customer service certification program, which led to 48% skills improvement as measured by post-training tests.
  • Established a peer mentorship program that significantly boosted employee engagement and retention rates by 15%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Reduced escalations by delivering specialized training on emotional intelligence and customer de-escalation techniques, resulting in a 84% overall reduction in negative reviews.
  • Executed regional workshops to roll out updated service protocols, raising the compliance rate of new processes in Atlanta by 73%.
  • Reduced average call handling time by 18 months through targeted agent training on efficient processes and ticket management.
  • Orchestrated training audits across Raleigh regions to ensure consistent service standards, resulting in a compliance improvement rate of 38%.
  • Implemented monthly team workshops focusing on conflict resolution, achieving a 45% reduction in escalated customer complaints within two years.
  • Developed key performance indicators (KPIs) to gauge training effectiveness, improving training-related employee productivity by 24%.
  • Resolved product issue through consumer testing.

Affiliations

  • American Society of Safety Professionals
  • Institute for Elevating Customer Satisfaction through Training
  • Project Management Institute
  • Certified Trainers of Customer Experience (CTCE)
  • National Educational Trainers Alliance (NETA)
  • Customer Service Innovation & Technology Association
  • Society of Women Engineers
  • International Association of Coaching in Customer Service (IACCS)
  • Society of Customer Relations Professionals
  • International Training and Performance Association

Certifications

  • Service Design Thinking Certification Lakeside Partners
  • Certified Coaching in the Workplace Facilitator
  • Certificate in Contact Center Management (CCM) from Ironclad Systems
  • Certified Salesforce Administrator 2015
  • ISO 10002 (Customer Satisfaction and Complaints Handling) Certification
  • CompTIA Network+
  • Instructional Design Certification from Beacon Labs
  • Call Center Quality Assurance Manager (CCQAM) Certification
  • Customer Retention Strategies Certification
  • Certified Customer Experience Professional (CCXP)

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