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Skills

  • Data-driven decision making
  • Cross-departmental team leadership
  • Customer engagement strategy
  • Churn rate reduction
  • Relationship building
  • Business Development
  • Operational improvement
  • Customer experience enhancement
  • Change Management
  • Employee scheduling

Work Experiences

  • Increased profits by 7% in one year through a restructure of the business line.
  • Enhanced and redefined organizational structure to maintain the company's competitive edge across territories.
  • Developed systems and procedures to improve operational quality and team efficiency while delivering business strategy.
  • Increased revenue while also effectively targeting new markets by executing strategic planning and stakeholder engagement.
  • Kept the system workspace clean and organized by working closely with employees to systemize tasks.
  • Worked to establish key internal functions and outline the scope of positions for the new organization by recruiting, hiring, and training initial personnel.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Trained, coached and mentored staff to support smooth adoption of new standard program.
  • Established, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Implemented cutting-edge programs, such as the metric program, to boost employee retention and reduce turnover.

Summaries

  • Professional with exceptional sales, stakeholder engagement, and risk assessment abilities.
  • Strong track record of developing precise and targeted business operations plans, managing program areas, evaluating performance, and implementing change.
  • Well-versed in project management and a stickler for deadlines.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Director Customer Operations with 8 years of successful team leadership and process improvement experience.
  • Director Customer Operations is a multi-talented Director Customer Operations who is consistently rewarded for planning and operational improvements.
  • Customer-focused General Manager with 5 years of experience who is committed to expanding strategic planning and data analysis.
  • Expert in system industry protocols with a track record of successfully leading shifts while providing excellent guidance and employee leadership.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved 75% reduction in churn.

Accomplishments

  • Improved the Net Promoter Score (NPS) for the the Southwest region by 82% through a customer-first strategy.
  • Standardized procedures across remote customer support teams, improving productivity by 51% and maintaining governance across global sites.
  • Created a cross-regional knowledge-sharing system, which reduced repeat customer contacts by 47% and provided consistent customer responses.
  • Successfully implemented change management practices during procedure rollout, improving employee adoption by 73%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Coordinated with the IT department to integrate HubSpot into call center systems, resulting in reduced agent downtime by 23% hours.
  • Delivered process optimization initiatives that resulted in a 19% increase in the team’s ticket resolution efficiency.
  • Integrated 11 acquisition brands into the existing support infrastructure, preserving customer satisfaction and increasing cross-sell opportunities by 83%.
  • Led the creation and enforcement of custom Service Level Agreements (SLAs), resulting in an adherence rate of 83%.
  • Developed a multilingual support structure for Columbus, improving satisfaction among users speaking system by 61%.

Affiliations

  • Customer Service Professionals Network (CSPN)
  • Jaycees
  • Digital Customer Experience Management Association (DCXMA)
  • Customer Success Association (CSA)
  • Society of Human Resource Management
  • Toastmasters
  • Rotary International
  • Association of Information Technology Professionals
  • American Business Women's Association (ABWA) - Leadership in Customer Operations
  • Project Management Institute

Certifications

  • Kaizen Certification for Continuous Improvement
  • ITIL Foundation Certification
  • Certified Agile Leadership (CAL)
  • Service Design Professional Certification (SDPP)
  • ServSafe
  • Professional in Customer Service (PCS)
  • Microsoft Certified Systems Engineer (MCSE)
  • CompTIA Security+
  • Certified Call Center Manager (CCCM) by RCCSP
  • Advanced Customer Success Certification by SuccessHacker

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