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Skills

  • Policy and procedure modification
  • Team management
  • Documentation and control
  • Metric equipment
  • Strategic planning
  • Customer relations management
  • Budgets
  • Presentation design
  • Project organization
  • First Aid/CPR

Work Experiences

  • Assessed departmental workflows and eliminated manual-intensive tasks, creating an estimated cost savings of $2 through automation.
  • Achieved under-budget operations by $15.
  • Achieved a 74% improvement in first-contact resolution rate by optimizing communication strategies and using Tableau to streamline agent workflow.
  • Collaborated with human resources and logistics.
  • Tracked and recorded expenses and reconciled accounts to keep accurate, current, and compliant financial records.
  • Achieved results over 10 months.
  • By automating client correspondence, record tracking, and data communications, I was able to improve office operations.
  • Achieved a 65% decrease in agent onboarding time.
  • Hired, managed, developed, and trained employees, as well as set and monitor goals, conduct performance reviews, and pay employees.
  • Was in charge of billing, collection, and reporting for an office that generated over $2 per year.

Summaries

  • Team player who is methodical and detail-oriented and has expertise in client relations.
  • Thorough and dependable Office Worker with excellent administrative skills and a strong Miscellaneous background.
  • Achieved a 23% increase in department efficiency.
  • In process, procedure, and policy improvement initiatives, the adroit professional exemplifies multidisciplinary managerial skill.
  • Accelerated agent learning curves.
  • To meet project objectives, prioritize projects and multitask effectively.
  • Adept in strategic workforce planning.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Strengths in vendor management and team leadership backed up by Miscellaneous training.
  • Miscellaneous administrative office management, related regulatory guidelines, and data analysis certified CPA and Director of Agent Services.

Accomplishments

  • Analyzed agent performance reports which helped reduce agent turnover by 85% over the course of 6 months.
  • Collaborated with team of 8 in the development of framework.
  • Orchestrated the transition of 15 agents to a remote work environment, maintaining a 78% increase in productivity post-transition.
  • Implemented a new workforce management software that reduced agent idle time by 43% in two years.
  • Developed and integrated key performance indicators (KPIs) across 18 teams, resulting in a 45% increase in overall departmental efficiency.
  • Achieved or exceeded monthly sales and customer service targets for 2 consecutive months by driving best practices and operational excellence.
  • Consistently improved agent engagement levels, as measured by quarterly feedback surveys, with a 19% boost over the past year.
  • Collaborated with external vendors to implement a new call center management software, reducing system downtime by 31%.
  • Rolled out a knowledge management system across 6 offices, which resulted in a 33% faster issue resolution rate for common customer problems.
  • Served as lead on a cross-department customer satisfaction improvement project that raised scores by 46% across 6 channels.

Affiliations

  • International Coaching Federation (ICF)
  • International Customer Management Institute (ICMI)
  • Society of Women Engineers
  • Certified Customer Service Professional (CCSP) designation
  • Society for Human Resource Management (SHRM)
  • Customer Experience Professionals Association (CXPA)
  • National Association of Call Centers (NACC)
  • Quality Assurance and Training Connection (QATC)
  • Rotary International
  • Certified ScrumMaster (CSM)

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Customer Contact Strategies Leadership Certification - Northwind
  • Google Certified Professional Cloud Architect
  • Apple Certified Associate (ACA)
  • Certified Outsourcing Specialist®—Customer Support (COS-CS) - Summit Group
  • Certified Call Center Manager (CCCM) - Beacon Labs
  • Certified Public Accountant (CPA)
  • Certified in Risk and Information Systems Control (CRISC) - Meridian
  • ITIL Foundation Certification, Meridian
  • SHRM Senior Certified Professional (SHRM-SCP)

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