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Skills

  • Automated FAQ implementation
  • Strong verbal communication
  • Customer feedback loop implementation
  • Data Management
  • Interpersonal and written communication
  • Client dispute mediation
  • Call volume reduction strategies
  • Skilled in HubSpot
  • Customer satisfaction improvement strategies
  • Self-motivated

Work Experiences

  • Implemented marketing strategies that resulted in a 12% increase in the number of customers.
  • Achieved a 16% improvement in first-call resolution rates.
  • Analyzed 7 years of customer service data.
  • Achieved a 17% service quality enhancement.
  • Achieved a 41% reduction in complaint escalation.
  • Local, state, and federal agencies provided me with documents, clearances, certificates, and approvals.
  • Achieved a clearer understanding of customer needs.
  • Assisted various business groups with document organization and dissemination during acquisitions.
  • Created boardroom and courtroom multimedia presentations that included video and text-synced depositions for better understanding.
  • Achieved results over a several months period.

Summaries

  • Adaptable person with workflow optimization and stakeholder engagement abilities.
  • Japanese and Spanish are both conversational.
  • Accomplished in reducing outlier customer churn.
  • Excellent communicator and project manager with expertise in day-to-day operations, workflow improvements, and customer service.
  • Top-producing salesperson and industry expert in Miscellaneous.
  • Accomplished Department Manager specializing in cross-functional collaboration, aligning customer service goals with sales and operational objectives to drive an additional $14 in revenue.
  • Implemented workflow optimization techniques that increased productivity, reduced labor costs, and maintained business integrity and service quality.
  • Department Manager Customer Service who is self-motivated and has demonstrated leadership, organizational, and customer service skills.
  • Motivated Department Manager Customer Service with experience managing large-scale projects, including budgeting and administration.
  • With knowledgeable enforcement of company practices and Miscellaneous standards, consistently drives team success.

Accomplishments

  • Utilized complaint trend analysis to introduce new service protocols that reduced negative feedback by 16% quarter-over-quarter.
  • Introduced a KPI dashboard system that enabled real-time tracking of service-level agreements, improving performance visibility and driving a 35% increase in adherence to SLA targets.
  • Designed and implemented a real-time query escalation system, improving high-priority issue resolution rates by 61%.
  • Led a team of 5 customer service associates, achieving a 73% improvement in average response handling times over one year.
  • Documented and resolved system which led to standard.
  • Negotiated escalated claims with VIP clients, saving 4 in potential refund costs over 6 months.
  • Collaborated with team of 5 in the development of framework.
  • Reduced average hold times by 61% by employing workforce management techniques and refining call-routing logic.
  • Developed a shift scheduling algorithm that reduced overtime costs by 56% while maintaining service coverage during peak hours.
  • Enhanced the training program for new hires, which resulted in 22% faster onboarding and a reduction in training expenses by 2.

Affiliations

  • Member, Customer Service Professionals Network (CSPN) - Collaborated with fellow service managers to share best practices on team development and service cohesion.
  • Affiliated with the Global Association for Quality Management (GAQM) - Pursuing continuous improvement methodologies to enhance service excellence since 2017.
  • Affiliate of Customer Service Benchmarking Association (CSBA) - Active contribution in assessing and applying customer service benchmarking data to improve team performance.
  • Attended National Retail Federation (NRF) conference in 2021 - Focused on innovations impacting the future of department management and customer service, with a specialization in CRM tools.
  • Affiliated with Institute for Management Studies (IMS) - Completed leadership programs tailored to improving team dynamics and accountability among customer service personnel.
  • Active member, Sales & Customer Service Roundtable - Participated in discussions on aligning customer service goals with sales-driven initiatives.
  • Achieved Six Sigma Black Belt Certification in 2019 - Specialized in process improvement for customer service workflows and escalation resolution.
  • Member, American Quality Society (AQS) - Focused on best practices related to quality assurance processes in customer-driven environments.
  • Volunteer mentor, Women in Customer Service Leadership (WiCSL) - Helped upcoming professionals develop leadership skills since 2019.
  • Member of Institute of Customer Service (ICS) - Focused on professional development in customer service management and experience enhancement frameworks.

Certifications

  • Six Sigma Black Belt Certification - Beacon Labs
  • Certified Call Center Manager (CCCM) - Harbor & Co.
  • Customer Service Performance Metrics Professional - procedure
  • Certified Scrum Master (CSM) – Scrum Alliance
  • Certified Manager (CM) - Institute of Certified Professional Managers
  • Certificate in Professional Coaching and Mentorship - Vantage
  • Certified Service Management Professional (CSMP) - Cedar Works
  • COPC Implementation Leader Certification – COPC, Inc.
  • Advanced KPI Management - Tableau
  • ISO 9001:2015 Quality Management Systems Auditor Certification - Phoenix

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