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Skills

  • Agent Training and Development
  • Budgets
  • Metric equipment
  • Change management strategies
  • Project organization
  • Performance management
  • Adaptation to new technologies
  • Communications
  • Database administration
  • Payroll and budgeting

Work Experiences

  • Used regular correspondence and scheduled status updates to communicate corporate objectives across all divisions.
  • Achieved a 65% decrease in agent onboarding time.
  • Achieved annual savings of up to $12 in operational costs.
  • Restructured installation processes and staff teams, resulting in a 10% increase in productivity.
  • Improved the organization's payment collection, AP/AR, deposit, and recordkeeping systems.
  • Boosted performance by 34%.
  • Assessed departmental workflows.
  • Investigated and resolved a variety of issues that impacted executive leaders and business initiatives.
  • Budgeted team resources.
  • Developed a highly efficient administrative team through ongoing coaching and professional development opportunities.

Summaries

  • Highly skilled in quality assurance terminology, as well as departmental payroll, budgeting, and AP/AR activities.
  • Accelerated agent learning curves.
  • Excellent communicator and project manager with expertise in day-to-day operations, workflow improvements, and customer service.
  • To meet project objectives, prioritize projects and multitask effectively.
  • Accomplished Director of Agent Services recognized for reducing agent onboarding time by 19% through well-executed training programs and increasing early-stage performance by 45%. Proven track record in agent development and team leadership.
  • Within Miscellaneous, senior Director of Agent Services and outstanding performer in strategic planning and process improvement.
  • Meet and exceed business objectives while catering to a wide range of customer needs.
  • Professional in office management and administration with 18 years of experience maximizing productivity, efficiency, and service quality in a variety of settings.
  • Achieved improvements in agent goals.
  • Adept at implementing software solutions.

Accomplishments

  • Reduced on-hold time for incoming calls by 29% through process improvements in workforce management and real-time monitoring.
  • Achieved or exceeded monthly sales and customer service targets for 2 consecutive months by driving best practices and operational excellence.
  • Led initiative to consolidate multiple communication tools into a unified platform, reducing response time to customer inquiries by 67%.
  • Orchestrated the transition of 15 agents to a remote work environment, maintaining a 78% increase in productivity post-transition.
  • Led a team of 18 agents to successfully improve customer satisfaction scores by 57% through targeted training programs.
  • Collaborated with IT to roll out a new CRM system to 3 offices, resulting in a 41% improvement in agent satisfaction and customer service efficiency.
  • Collaborated with team of 8 in the development of framework.
  • Resolved product issue through consumer testing.
  • Coordinated cross-location support solutions, effectively decreasing inter-office technical issues response time by 33% over several months.
  • Rolled out a knowledge management system across 6 offices, which resulted in a 33% faster issue resolution rate for common customer problems.

Affiliations

  • CX Accelerator Community
  • Jaycees
  • Strategic Account Management Association (SAMA)
  • American Marketing Association
  • Society of Workforce Planning Professionals (SWPP)
  • Society for Industrial and Organizational Psychology (SIOP)
  • Association for Supply Chain Management (APICS)
  • International Customer Management Institute (ICMI)
  • Quality Assurance and Training Connection (QATC)
  • Association of Information Technology Professionals

Certifications

  • Project Management Professional (PMP) - Lakeside Partners
  • Certified Professional in Training Management (CPTM) - Brightline
  • Global Contact Center Management Certification - Brightline
  • CompTIA Network+
  • Advanced Contact Center Analytics Certification - Vantage
  • Certified Quality Assurance Specialist in Customer Support - Cedar Works
  • ITIL Foundation Certification, Meridian
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Workforce Planning Professional (CWPP), Vantage
  • Certified Service Capability & Performance (SCP) Auditor - Meridian

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