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Skills

  • Team building
  • Key account management
  • Interpersonal and written communication
  • Cross-functional team leadership
  • Clerical support
  • Report writing
  • Product testing
  • Food preparation
  • Business operations
  • Recruiting and Hiring

Work Experiences

  • Gave customers clear demonstrations of alarm systems so they could learn how to use each feature.
  • Managed
  • Improved locomotive material expense tracking by 13%.
  • Worked with the parts department to get the parts I needed.
  • Successfully led key projects that yielded a framework.
  • Provided emergency aid to hikers who were suffering from heat exhaustion and called for paramedics to transport them to the hospital.
  • Completed the work outlined on the repair order with efficiency and accuracy.
  • Sought advice.
  • Started it.
  • Created metrics to support a customer- and market-driven culture as well as company goals.

Summaries

  • Director of Client Services with 18 years of successful team leadership and vendor management experience.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Highly effective in stakeholder engagement, evaluating personnel performance, and putting in place top-notch strategies.
  • Adaptable, tenacious, and capable project manager with over 6 years of experience leading teams, resolving conflicts, networking with prospects, and managing budgets to maximize profits.
  • Over 6 years of experience as a high-performing leader and operations manager, delivering successful improvements in business operations, profitability, and team development.
  • Focused on customer service
  • Expert
  • Excellent communicator and team player looking for a position as a QA analyst with a forward-thinking company.
  • Adaptive quality assurance specialist who uses cutting-edge methods and techniques to boost productivity, customer satisfaction, and profits.
  • Deadline-driven

Accomplishments

  • Resolved product issue through consumer testing.
  • Collaborated effectively with internal product teams, using client feedback to reduce product defect rates by 57%.
  • Led conflict resolution strategies for escalated client concerns, achieving a 75% resolution success rate during peak business seasons.
  • Applied innovative service improvement strategies across the team, increasing customer satisfaction to 71%.
  • Executed a comprehensive service audit, identifying and resolving 12 critical gaps, boosting operational efficiency by 46%.
  • Reduced operational overhead on client service functions by $16 through a strategic shift to digital communication and automation.
  • Played a key role in the development of a multi-disciplinary service response team that reduced average client problem resolution time from 7 days to 2 hours.
  • Established a client account onboarding framework that reduced average onboarding times by 62% and ensured timely service for 17 new clients monthly.
  • Revamped the client feedback loop ensuring timely follow-up actions that improved client retention by 73% in 2017.
  • Led client feedback workshops that translated into product/service improvements contributing to 49% revenue growth in 2015.

Affiliations

  • Association for Computing Machinery
  • Customer Experience Network (CEN) Global
  • Society of Women Engineers
  • Member of the Key Account Management Institute (KAM)
  • Project Management Institute
  • International Association of Customer Contact Professionals
  • Service Excellence Network (SEN)
  • Institute of Customer Service (ICS)
  • Association for Supply Chain Management (APICS)
  • Toastmasters

Certifications

  • Certified Public Accountant
  • Strategic Account Management Association (SAMA) Certification
  • Certified ScrumMaster (CSM)
  • Certified Customer Service Professional (CCSP)
  • ISO 9001 Lead Auditor Certification
  • SHRM Certified Professional (SHRM-CP)
  • Certified IT Executive Manager (CITE) by metric
  • Certified CRM Professional (program)
  • CompTIA Security+
  • Cisco Certified Network Associate (CCNA)

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