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Skills

  • Performance management
  • Data-driven decision making
  • Human resources management
  • Root cause analysis
  • Customer retention
  • Cross-functional collaboration
  • Employee reviews
  • Automation of routine tasks
  • Conflict resolution and de-escalation
  • Escalation management

Work Experiences

  • 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.
  • Achieved 31% benchmarks for excellence in customer care.
  • Oversaw the efficiency of risk assessment and vendor management on method shift, supervising 4 employees.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Trained, coached, and mentored staff to ensure that the new procedure program was implemented smoothly.
  • Presided over weekly meetings with executive leadership to identify areas for improvement, set milestones, and customize products for specific markets.
  • Created and implemented new policies to increase productivity and lower overall standard costs.
  • Researched current trends in order to add new merchandise to the product line and increase sales revenue $6.
  • Helped with regulatory compliance by supervising all audits to ensure protocol compliance.
  • Developed, managed, and implemented a business plan, as well as communicated the company's vision and goals to motivate teams.

Summaries

  • Offering team leadership and client relations, meticulous leader and strategic planner with broad managerial acumen.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Dedicated to providing excellent process services and efficient conflict resolution.
  • Known for leading initiative employees to complete standard tasks and for success in initiative industries.
  • Achieved a 39% improvement in overall support effectiveness.
  • Strong track record of developing precise and targeted business operations plans, managing program areas, evaluating performance, and implementing change.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.
  • Accomplished Director of Customer Support.
  • Customer-focused General Manager with 11 years of experience who is committed to expanding strategic planning and budget management.
  • Director of Customer Support who is meticulous and has 17 years of metric experience.

Accomplishments

  • Implemented a unified knowledge base, decreasing repetitive queries by 51% and saving 12 hours of agent time monthly.
  • Revamped customer onboarding materials with the marketing team, reducing new-user-related inquiries by 47%.
  • Increased employee engagement with continuous learning initiatives, reducing turnover rate by 15%.
  • Reduced operational cost by 40% by integrating automated workflows into chatbot responses for repetitive customer inquiries.
  • Documented and resolved system which led to method.
  • Orchestrated cross-functional collaboration to improve issue escalation processes which led to program, reducing service downtime.
  • Collaborated with product teams to address top 8 recurring issues, driving a 18% increase in problem resolution within the first contact.
  • Collaborated with tech teams to introduce self-service solutions, increasing deflection rate of simple issues by 52%.
  • Collaborated with team of 4 in the development of framework.
  • Resolved product issue through consumer testing.

Affiliations

  • Customer Advocacy Network
  • Lean Six Sigma Black Belt Six Sigma
  • Call Center Management Association (CCMA)
  • International Association of Administrative Professionals
  • Society for Human Resource Management (SHRM)
  • International Leadership Association (ILA)
  • Customer Experience Professionals Association (CXPA)
  • Certified Customer Experience Professional (CCXP) PMP
  • Society of Workforce Planning Professionals (SWPP)
  • Support Driven Leadership Network

Certifications

  • Certified ScrumMaster (CSM)
  • IT Infrastructure Library (ITIL) Foundation
  • Certified Support Operations Manager (CSOM)
  • Cisco Certified Network Associate (CCNA)
  • Six Sigma Green Belt - Customer Experience Focus
  • Google Analytics Individual Qualification (GAIQ)
  • HubSpot Service Hub Software Certification
  • Certified Service Desk Manager (CSDM)
  • AI-Powered Customer Support Expert (AI-CS) Certification
  • Salesforce Certified Administrator

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