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Skills

  • Performance metrics analysis
  • Pet charting information
  • Accounts payable/receivable
  • Music showcase training
  • Escalation management
  • CRM Systems
  • Process improvement
  • Operations management
  • Proficiency in team leadership
  • Client-focused

Work Experiences

  • Created and managed a budget of more than $2 in order to reduce costs by 11%.
  • Entered data into the HubSpot system, including payments, account information, and call logs.
  • Achieved a satisfaction rate of over 46%.
  • Achieved results in two years.
  • System helped me achieve $10,000.
  • Achieved an average response time of the past year.
  • Transported Microsoft Excel to 6 months customer locations.
  • Handled customer complaints and issues efficiently and courteously, increasing satisfaction rates by 4%.
  • Started two key partnerships that resulted in a 54% increase in revenue.
  • Achieved a 5 cost reduction in service operations.

Summaries

  • Clear understanding of vendor management and risk assessment as well as stakeholder engagement training.
  • Dedicated to exceeding expectations and leading the team to success.
  • In dealing with a variety of issues, he is meticulous, resilient, and adaptable.
  • Dependable, self-motivated, and looking to apply my experience to a standard role.
  • Customer Support Supervisor with 14 years of successful data analysis and strategic planning experience.
  • Great phone skills and program talents have a proven track record of increasing productivity and customer satisfaction.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to metric regulations and category department guidelines.
  • Dedicated Postmaster looking to expand his knowledge and take on new responsibilities.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 17 years.
  • Hardworking Customer Support Supervisor with 16 years of telecommuting experience meeting customer needs.

Accomplishments

  • Reduced system outages by collaborating closely with IT teams, lowering support downtime by 59% through improved internal communication.
  • Successfully handled escalations, reducing negative feedback cases by 50% and improving overall response times.
  • Standardized response templates for common issues, cutting down on agent response times by 61% minutes per ticket.
  • Resolved product issue through consumer testing.
  • Trained and mentored a team of 18 new hires, reducing ramp-up time by 60% weeks.
  • Introduced monthly performance assessments, driving focused improvements that led to a 85% increase in agent productivity.
  • Revised training materials to include updated soft skills modules, resulting in a 80% increase in customer satisfaction ratings.
  • Orchestrated a method, where 7 team members were recognized for outstanding performance, resulting in a 48% increase in engagement.
  • Led a project to deploy automated AI-driven chat solutions, reducing repetitive queries by 45% and increasing team capacity for complex issues.
  • Created advanced reporting features within Adobe Creative Suite that improved visibility into individual agent performance by 38%.

Affiliations

  • Rotary International
  • Jaycees
  • American Marketing Association
  • Society of Women Engineers
  • Institute of Customer Service
  • Help Desk Institute (HDI)
  • Customer Experience Management Academy
  • Project Management Institute
  • International Customer Service Association (ICSA)
  • Professional Association for Customer Engagement (PACE)

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • First Time Manager Certification - SkillSoft
  • Agile Customer Service Management Certification - AgileScrumMaster
  • Google Certified Professional Cloud Architect
  • Certified Knowledge Management Professional (CKMP) - KMInstitute
  • Google IT Support Professional Certificate - Coursera/Google
  • Certified ScrumMaster (CSM) – Scrum Alliance
  • Customer Service Manager Certification (CSMC) - International Customer Service Association (ICSA)
  • Certified Help Desk Manager (CHDM) - RCCSP
  • CompTIA Customer Service Skills Certification

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