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Skills

  • Skilled trainer
  • Personnel training and development
  • Effective problem solver
  • Vendor relationship management
  • Customer relations
  • Process improvement specialist
  • Microsoft Outlook, Word and Excel
  • Negotiation expert
  • Administrative support
  • MS Office expert

Work Experiences

  • Boosted traceability initiatives by managing client correspondence, tracking records, and utilizing data communications.
  • Formed partnerships with a variety of internal teams as well as sales, finance, and operations departments to streamline processes.
  • Completed special projects by making sound decisions, thinking critically, and managing my time effectively.
  • Created and maintained strong vendor relationships, resulting in cost-effective solutions for customer servicing tools and saving the company $14 annually.
  • Automated 35% of repetitive queries.
  • Took advantage of $12 in customer up-sell opportunities, which resulted in a revenue increase of 15%.
  • Managed a sales team and developed long-term customer relationships while designing and implementing strategic business plans to achieve growth and sales goals.
  • Authored customer service training manuals.
  • Gathered customer feedback and made process changes in order to exceed 12% customer satisfaction goals.
  • Coordinated department schedules to maximize coverage during peak hours and managed a department call volume of 9 calls per day.

Summaries

  • Talented leader with exceptional program management, interpersonal communication, and administrative management skills.
  • Improved team performance and increased customer satisfaction by strategically managing calls and implementing process improvements.
  • Strategic planning, client relations, and risk assessment are all well-trained.
  • Results-driven, decisive leader who knows how to build profitable relationships with key partners, vendors, and clients.
  • Proactive Customer Services Solutions Manager uses determination and attention to detail to produce high-quality stakeholder engagement work.
  • Dedicated to exceeding expectations and leading the team to success.
  • Professional with over 13 years of experience as a manager for a $18 one year revenue-generating company.
  • Customer Services Solutions Manager who is proactive and meticulous, with over 13 years of experience in the metric industry.
  • Problem solver who is well-organized and analytical.
  • Maintaining customer satisfaction and contributing to company success by bringing 2 years of experience.

Accomplishments

  • Won Employee of the Year award in 2023.
  • Led the implementation of category, streamlining customer communication channels and boosting agent productivity by 31%.
  • Increased upsell performance by 51%, collaborating closely with account managers to implement tailored follow-ups and product recommendations.
  • Documented and resolved system which led to metric.
  • Coordinated interdepartmental task forces to reduce case backlog by 55% within several months, ensuring enhanced customer experience.
  • Revamped the agent onboarding program, reducing time to full productivity by 44% and improving overall service quality.
  • Analyzed and restructured knowledge base content, increasing self-service use by 81% and reducing manual ticket submissions.
  • Designed a multi-tier escalation procedure, reducing escalations by 55% and improving efficiency in complex case handling.
  • Implemented a ticket prioritization matrix system that improved response time for Tier 1 tickets by 34%, ensuring service continuity for top-tier clients.
  • Initiated cross-functional collaboration with product teams, resulting in a 84% increase in customer satisfaction scores (CSAT).

Affiliations

  • Certified Member of the Global Association of Customer Experience Professionals (GACXP)
  • Association for Supply Chain Management (APICS)
  • Lions Club
  • Participant in Harvard Business School's Customer Service Leadership Program, 2024
  • Facilitator at Austin Regional Customer Support Managers’ Association
  • Active participant in the Customer Service Institute of America (CSIA)
  • Affiliate of the Professional Association for Customer Engagement (PACE), with a specialist focus on Microsoft Excel
  • National Association of Social Workers
  • Certified Customer Support Manager, International Customer Service Association (ICSA), 2016
  • Society of Human Resource Management

Certifications

  • Customer Service Agent Development (CSAD) Program - Brightline
  • Lean Six Sigma Green Belt - Beacon Labs - 2024
  • Certified Professional in Customer Service (CPCS) - Harbor & Co.
  • Certified Public Accountant (CPA)
  • CompTIA Security+
  • Certified Customer Support Specialist (CSS) from HDI
  • Microsoft Certified Systems Engineer (MCSE)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • ITIL Foundation Certification for IT Service Management (ITIL) - metric
  • Service Leadership Core Certification (SLC) - 2019

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