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Skills

  • Supervision
  • Negotiation and influence
  • Organization
  • Team management
  • Problem resolution
  • Client Onboarding Optimization
  • Training program development
  • Client Satisfaction Metrics Analysis
  • Continuous process improvement
  • Business operations

Work Experiences

  • Achieved cost reduction through strategic resource allocation.
  • Looked for industry trends on social media and through online sources.
  • Attended Scrum Master.
  • Collaborated with sales and process.
  • Updated service staff on the most up-to-date policies and procedures.
  • Architected a cross-functional service team model, which increased collaboration and cut project completion time by 12%.
  • Achieved a 26% improvement in quality metrics.
  • Conceptualized and directed a new service model, which improved client onboarding times by 46%, reducing churn.
  • Resolved customer complaints or problems to reduce escalation issues to corporate.
  • Transported Salesforce to three years customer locations.

Summaries

  • Customer feedback can be used to improve service efforts and maintain quality assurance.
  • 10 years of experience as a first-line supervisor in the personal service industry.
  • Collaborated with stakeholders and vendors.
  • Director of Services with 7 years of successful workflow optimization and stakeholder engagement experience.
  • Aligned service operations with emerging trends.
  • Award-winning Director of Services.
  • Award-winning Director of Services known for maintaining 100% adherence to framework, boosting client satisfaction, and delivering consistently strong service outcomes.
  • Adept at developing service delivery processes.
  • Adept in strategic resource allocation.
  • Boosted client satisfaction.

Accomplishments

  • Successfully managed regional service contracts, bolstering service margins by 56% over three years.
  • Reduced limit violations and service-level issues across QuickBooks services by 70% through advanced trend analysis.
  • Reengineered scheduling protocols, significantly reducing technician downtime by 65% across the West Coast.
  • Facilitated the expansion of service offerings into standard, contributing to a 71% increase in revenue over 4 months.
  • Enhanced team productivity by introducing operational benchmarking, resulting in 51% improvement in service delivery efficiency.
  • Resolved product issue through consumer testing.
  • Collaborated with procurement to secure HubSpot resources that streamlined service provision, cutting lead times by 17%.
  • Developed quarterly operational reports for executive review, leading to 42% reductions in service-related incidents by addressing key performance gaps.
  • Standardized SOPs (Standard Operating Procedures) for cross-regional teams, leading to improved cross-unit collaboration and service consistency.
  • Led the implementation of a customer feedback system that increased post-service survey responses by 52%, allowing for better service adjustments.

Affiliations

  • The International Facility Management Association (IFMA) – Focused on elevating service management within facility-based operations.
  • Global Customer Experience Management Organization – Contributor to advancements in customer relationship management.
  • Association of Support Professionals (ASP) – Active in discussions focused on improving technology-driven support services.
  • National Retail Federation (NRF) – Membership focusing on synergies between operational services and retail strategy.
  • American Society of Safety Professionals
  • Lions Club
  • American Medical Informatics Association
  • Leadership in Services Task Force – Part of an elite group working on workflow reengineering initiatives across multiple industries.
  • Rotary International
  • The Risk Management Society (RIMS) – Member applying risk management strategies to service process improvements.

Certifications

  • Certified Negotiation Expert (CNE)
  • Service Leadership Certification by Northwind
  • Human-Centered Service Design Certified Professional
  • Service & Support Leadership Certification by Meridian
  • CompTIA Security+
  • Lean Six Sigma Black Belt Certification
  • First Aid/CPR Certified
  • Advanced Executive Certificate in Business Strategy - category
  • Six Sigma Green Belt Certification
  • ISO 9001 Lead Auditor

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