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Skills

  • Budgets
  • Customer service management
  • Regulatory compliance
  • Client Retention Strategies
  • Project organization
  • Conflict resolution
  • Pre-Employment Screening
  • Collaborative problem-solving
  • Mentoring and coaching
  • MS Office

Work Experiences

  • Built and managed a team of 17 specialists to overachieve service-level agreements (SLAs) by 71% month over month.
  • Addressed service-related client feedback.
  • Achieved 34% improvement in service ticket closure rate.
  • Championing service development strategies, I reduced time-to-market for key offerings by 66% through improved procedural documentation.
  • Boosted cross-department collaboration efficiency by 28%.
  • Achieved a 71% reduction in beta program churn.
  • Decreased customer inquiry rates.
  • Was in charge of administering benefit programs, analyzing compensation and other competitive data, and creating budgets.
  • Annual salary surveys were conducted, and a company salary budget was developed, analyzed, and updated.
  • Achieved results in several months.

Summaries

  • Committed to improving service processes through workflow automation, which has consistently led to a 29% reduction in client inquiry response times and stronger SLA performance.
  • Collaborative specialist experienced in optimizing workflow efficiencies.
  • Clear understanding of project management and stakeholder engagement as well as project management training.
  • Captured 6 new users in two years.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Accomplished at partnering with cross-functional teams to develop service workflows and optimize processes, achieving a 36% reduction in planning times and a 2% increase in collaboration efficiency.
  • Strong financial acumen with a track record of developing and sticking to budgets.
  • Achieved service excellence and overall client satisfaction.
  • Comprehensive knowledge of SLA management.
  • Development Service Specialist is a multi-talented Development Service Specialist who is consistently rewarded for planning and operational improvements.

Accomplishments

  • Helped design new workflows that led to a 61% increase in client retention and reduced client acquisition costs by $13.
  • Reengineered service workflows in partnership with IT, reducing customer support allocation cost by 2 through greater automation.
  • Audited and revamped tiered support system, leading to a 45% growth in first-contact resolution rates.
  • Acted as liaison between client teams and technical services, resolving high-priority issues in under 16 hours on average.
  • Led training initiatives to improve junior staff skills, leading to a 27% reduction in reported mistakes and an overall increase in service quality.
  • Collaborated across teams to lead a comprehensive service training program that directly improved customer happiness metrics by 60%.
  • Monitored trends in customer inquiries to forecast potential service disruptions, enabling pre-emptive mitigations and reducing service calls by 18.
  • Established a cross-functional task force to address customer pain points, driving process changes that improved Net Promoter Score (NPS) by 16%.
  • Partnered with vendors to negotiate better service level agreements (SLAs), securing more favorable terms that boosted service uptime by 58%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Association for Supply Chain Management (APICS)
  • Rotary International
  • International Customer Service Association (ICSA)
  • Association of Support Professionals (ASP)
  • Jaycees
  • American Society for Training and Development (ASTD)
  • International Association of Business Communicators (IABC)
  • International Association for Continuing Education and Training (IACET)
  • Help Desk Institute (HDI)
  • Lions Club

Certifications

  • Google Project Management Professional Certificate – Cedar Works
  • Certified Service Transition Manager (CSTM) – Brightline
  • Certified Professional in Training Management (CPTM) - Vantage
  • Google Certified Professional Cloud Architect
  • Cisco Certified Network Associate (CCNA)
  • Apple Certified Associate (ACA)
  • Certified IT Asset Manager (CITAM) - Meridian
  • Customer Experience Management (CEM) Certification – Brightline
  • Service Leadership Certification – Northwind
  • Certified Public Accountant

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