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Skills

  • Contract negotiation
  • Customer service
  • Talent management
  • Operational improvement
  • Customer Feedback Analysis Tools Asana
  • Organization
  • Advanced Issue Tracking Systems
  • Training development
  • Business operations
  • File and records management

Work Experiences

  • Coordinated service deployment for enterprise clients.
  • Achieved 13 new clients in the first quarter.
  • Boosted cross-department collaboration efficiency by 28%.
  • Addressed service-related client feedback.
  • Analyzed performance data.
  • Upgraded a legacy HRIS system to new technology to minimize business impact.
  • Chaired weekly collaboration meetings with senior management, resulting in faster decision-making cycles around service improvements.
  • Achieved results within 7 months.
  • Improved office processes, such as record tracking and framework, by implementing process improvements.
  • Championed service development strategies.

Summaries

  • Dynamic Assistant Manager of Human Resources with 2 years of experience advising on human resource topics and issues.
  • Championed training programs.
  • Achieved service excellence and overall client satisfaction.
  • Achieved 45% faster resolution rates.
  • Built workflows that improved first contact resolution by 60%.
  • By relying on excellent interpersonal skills, high-level emotional intelligence, and solid expertise in employee relations, sophisticated in communicating and collaborating effectively.
  • Costs were consistently reduced while profits were increased.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Collaborative specialist experienced in optimizing workflow efficiencies and partnering with IT to reduce errors. Successfully implemented automation systems that decreased manual work by 30% in two years.
  • Achieved a 9% increase in collaboration efficiency.

Accomplishments

  • Identified inefficiencies in customer support tickets, restructured intervention strategies, leading to an 12 reduction in average resolution time.
  • Facilitated successful integration of ServiceNow for a seamless transition, resulting in a service performance boost of 59%.
  • Initiated and launched a mentorship program that raised junior service specialist retention rates by 72% and yielded a 28% increase in knowledge transfer efficiency.
  • Monitored trends in customer inquiries to forecast potential service disruptions, enabling pre-emptive mitigations and reducing service calls by 18.
  • Partnered with vendors to negotiate better service level agreements (SLAs), securing more favorable terms that boosted service uptime by 58%.
  • Developed a metrics-driven objective for cross-functional teams, aligning staff efforts around a shared customer satisfaction goal, increasing productivity by 76%.
  • Collaborated with team of 8 in the development of category.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Reengineered service workflows in partnership with IT, reducing customer support allocation cost by 2 through greater automation.
  • Acted as liaison between client teams and technical services, resolving high-priority issues in under 16 hours on average.

Affiliations

  • Project Management Institute
  • National Association of Social Workers
  • American Marketing Association
  • National Association of Service Delivery Managers (NASDM)
  • American Society of Safety Professionals
  • Lions Club
  • National Society of Leadership and Success
  • Rotary International
  • Service Quality Measurement (SQM) Group
  • American Management Association (AMA)

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • Certified in IT Process Automation (ITPA) – Power BI
  • Certified Service Transition Manager (CSTM) – Brightline
  • Cisco Certified Internetwork Expert (CCIE)
  • Salesforce
  • Google Certified Professional Cloud Architect
  • Certified Software Lifecycle Specialist – Salesforce
  • Google Project Management Professional Certificate – Cedar Works
  • Customer Service Excellence Accreditation – Beacon Labs
  • Advanced Problem Solving Certification - Northwind

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