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Skills

  • Employee scheduling
  • Project organization
  • Customer Acquisition Strategy
  • Process improvement
  • Recruitment
  • Budget development
  • Relationship building
  • Project development
  • Regulatory compliance
  • Relationship development

Work Experiences

  • Scheduled employees for two years shifts, taking customer traffic and employee strengths into consideration.
  • Presided over weekly meetings with executive leadership to identify areas for improvement, set milestones, and customize products for specific markets.
  • Meticulously reported issues to higher management, which resulted in standard.
  • Used performance data to evaluate and improve operations, as well as forecast needs and target current business conditions.
  • Created a cutting-edge employee recognition program that increased productivity and morale.
  • Led an overhaul of the company's best practices, which resulted in significantly higher employee retention rates and a top-ranking as an industry leader.
  • Created and implemented a high-quality work environment that was measured by employee satisfaction.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Led the company to a successful product launch and growth by developing an initial product roadmap and go-to-market strategy.
  • Established, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands.

Summaries

  • 9 years of strategic Director Customer Operations experience leading and overseeing metric and category business activities.
  • A results-oriented planner who excels at forming and retaining high-performing teams.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Forward-thinking leader with experience in setting goals, quality standards, and system initiatives, as well as ensuring that objectives are met quickly and efficiently.
  • With 16 years of experience planning, leading, and improving quality assurance functions, I am an enthusiastic leader.
  • Ready to take on new challenges and work with a dynamic organization to achieve success.
  • Director Customer Operations who is meticulous and has 4 years of method experience.
  • Offering quality assurance and stakeholder engagement, meticulous leader and strategic planner with broad managerial acumen.
  • Achieved 75% reduction in churn.
  • In developing policies, managing metric activities, and taking implemented, be strategic.

Accomplishments

  • Developed KPI dashboards that provided real-time customer service analytics, leading to a 60% reduction in SLA breach cases.
  • Enhanced cross-departmental collaboration with Sales and Marketing, increasing the frequency of sales team referrals by 59%.
  • Implemented a voice-of-the-customer program across 2 regions, improving customer engagement scores by 61%.
  • Instituted a customer complaint recovery process that accelerated issue resolution, reducing negative feedback by 33% in 2018.
  • Coordinated with the IT department to integrate HubSpot into call center systems, resulting in reduced agent downtime by 23% hours.
  • Analyzed multi-channel customer workflows resulting in reduced average handling time by 80% while maintaining first-contact resolution.
  • Spearheaded initiatives that achieved 82% reduction in customer response times while maintaining compliance with Service Level Agreements (SLAs).
  • Introduced systematic feedback channels that shortened time-to-resolution for customer complaints by 68%.
  • Delivered process optimization initiatives that resulted in a 19% increase in the team’s ticket resolution efficiency.
  • Leveraged data analytics tools to mine customer insights, influencing a new pricing strategy which increased customer lifetime value by 37%.

Affiliations

  • LinkedIn Customer Experience Professionals Network
  • Toastmasters
  • American Society of Quality (ASQ) - Customer Service Division
  • Microsoft Power BI User Group ServiceNow
  • American Business Women's Association (ABWA) - Leadership in Customer Operations
  • American Medical Informatics Association
  • Association of Information Technology Professionals
  • Customer Service Professionals Network (CSPN)
  • Harvard Business School Executive Education - Operations Management Alumni 2019
  • International Association of Administrative Professionals

Certifications

  • Certified Manager of Quality/Organizational Excellence (CMQ/OE)
  • SHRM Certified Professional (SHRM-CP)
  • Digital Customer Service Strategy Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Cisco Certified Network Associate (CCNA)
  • ITIL Foundation Certification
  • Certified Call Center Manager (CCCM) by RCCSP
  • CompTIA Security+
  • Project Management Professional (PMP)
  • Certified Customer Experience Professional (CCXP)

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