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Skills

  • Operational improvement
  • Team building
  • Budgets
  • Customer satisfaction (CSAT) improvement
  • Change Management
  • Customer service
  • Supervision
  • Scheduling
  • Credit and collections
  • Customer complaint resolution

Work Experiences

  • Completed 5 employees' bi-weekly payroll.
  • Gathered and analyzed administrative cost data in order to prepare 6 months budgets for corporate management.
  • Analyzed customer interaction data.
  • Collaborated with program.
  • Supervised and guided new employees, and I responded quickly to questions, which improved understanding of job responsibilities on budget management and cross-functional collaboration.
  • Anticipated potential escalations by analyzing customer interaction data, preemptively reducing escalations by 84% in the past year.
  • Restructured installation processes and staff teams, resulting in a 3% increase in productivity.
  • Addressed reoccurring support issues.
  • Developed a highly efficient administrative team through ongoing coaching and professional development opportunities.
  • Collaborated with global teams in Columbus and Phoenix, ensuring alignment on policies and procedures for handling cross-border escalations.

Summaries

  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • French and German are both conversational.
  • Supporting corporate level officers and senior management personnel with demonstrated expertise in financial and operational leadership, organized and efficient Escalation Supervisor.
  • Escalation Supervisor who is self-motivated and has demonstrated leadership, organizational, and customer service skills.
  • To meet project objectives, prioritize projects and multitask effectively.
  • Achieved a 46% reduction in escalations.
  • Excellent communicator and project manager with expertise in day-to-day operations, workflow improvements, and customer service.
  • Escalation Supervisor is a multi-talented Escalation Supervisor who is consistently rewarded for planning and operational improvements.
  • Meticulous Escalation Supervisor capable of creating exceptional communications, presentations, and spreadsheets that meet a variety of administrative needs using Workday.
  • Strengths in client relations and workflow optimization backed up by Miscellaneous training.

Accomplishments

  • Increased overall CSAT scores by 81% through targeted escalation management training programs for all customer service teams.
  • Resolved product issue through consumer testing.
  • Prioritized escalations based on customer impact potential, maintaining a 14% adherence to service level agreements (SLAs) for resolution timelines.
  • Facilitated cross-company alignment on escalated issue handling, reducing incident duplication and ensuring QuickBooks implementation.
  • Assigned top priority to escalations from Salesforce users, leading to a 28% increase in first-contact resolution rates.
  • Reduced technical issue resolution times by 49% through the implementation of a tiered escalation system that prioritized critical cases.
  • Engaged with cross-departmental teams to implement product fixes directly tied to escalation reports, decreasing similar future issues by 67%.
  • Implemented customer feedback loops from escalated incidents, contributing to product iterations that alleviated 61% of identified pain points.
  • Assumed ownership over executive escalations, successfully maintaining a customer retention rate of 41% in high-tension client negotiations.
  • Collaborated with team of 17 in the development of procedure.

Affiliations

  • Certified Professional in Managing Customer Escalations
  • Certified Specialist in Escalation Procedures & Best Practices
  • American Marketing Association
  • Lions Club
  • National Association of Social Workers
  • Help Desk Institute (HDI)
  • Customer Service Managers Network
  • Global Product Management Association (GPMA)
  • International Association of Support Managers (IASM)
  • Association for Computing Machinery

Certifications

  • Six Sigma Yellow Belt - Harbor & Co.
  • Certified Solutions Architect ServiceNow - Beacon Labs
  • First Aid/CPR Certified
  • Certified Operations Manager (COM) - Beacon Labs
  • Lean Process Certified - Ironclad Systems
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Salesforce
  • Incident Management Professional Certification - Vantage
  • Certified Customer Retention Specialist (CCRS), Beacon Labs
  • Change Management Certified Expert (CMCE) - Northwind

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