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Skills

  • Relationship development
  • Closing processes
  • Business partner dispute resolution
  • Aging reports analysis
  • First-Contact Resolution Improvement
  • Method equipment
  • Conflict de-escalation techniques
  • Data analysis and reporting on trends
  • Customer Escalation Management
  • Organization

Work Experiences

  • Coached junior associates on de-escalation techniques.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Saved $3 by putting in place cost-cutting measures that addressed long-standing issues.
  • Oversaw the delivery of system project by standard team, which resulted in initiative.
  • Achieved recovery per three years.
  • Had an excellent attendance record and was always on time for work.
  • Collaborated with senior leadership to revise the customer care handbook, improving resolution processes and boosting satisfaction scores by 67%.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Authored detailed reports on customer escalations, presented findings to C-level executives to inform strategic re-alignment of resolution processes.
  • Achieved results in three years.

Summaries

  • Collaborative Executive Resolution Specialist with a background in partnering with legal and compliance teams to reduce legal risks in dispute resolutions by 41%, ensuring regulatory standards are met.
  • Executive Resolution Specialist is a multi-talented Executive Resolution Specialist who is consistently rewarded for planning and operational improvements.
  • Clear understanding of quality assurance and vendor management as well as quality assurance training.
  • Achieved a 65% decrease in future escalations.
  • Achieved a 53% satisfaction rate.
  • Achieved a 18% rate of successful first-contact resolutions.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Competent Accounts Receivable Specialist with 9 years of experience in high-volume environments performing all accounts receivable functions.
  • Accomplished in proactive customer outreach, decreasing SAP escalations by 38% in 6 months, notably improving overall service metrics.
  • Achieved a 62% reduction in critical dispute resolutions.

Accomplishments

  • Worked intensively with dissatisfied clients to mitigate critical brand perception issues, resulting in a 64% improvement in customer retention.
  • Monitored and reported on key performance indicators (KPIs) for the resolution department, driving a 70% improvement in dispute resolution rates.
  • Drove a continuous improvement initiative, leading to enhanced collaboration with internal teams and a 22% reduction in time to resolve escalations.
  • Partnered with executive leadership and support teams to address high-impact customer issues, recovering $7 in lost revenue due to service errors.
  • Spearheaded the creation of escalation templates and guides, which decreased knowledge gaps across support teams and cut average handling time by 76%.
  • Collaborated with cross-department stakeholders to streamline resolution processes, improving first-contact resolution by 23% within 18 months.
  • Partnered with Legal and Compliance teams to resolve sensitive escalations, preventing regulatory issues and avoiding potential fines of over $3.
  • Collaborated with product, legal, and customer service teams on high-priority escalations, reducing escalation turnovers by 37% and delivering better outcomes.
  • Proactively identified inefficiencies in service processes and implemented corrective measures, resulting in a 53% decrease in recurring customer complaints.
  • Successfully led a team to resolve 10 complex customer escalations within a stringent time frame, reducing average resolution time by 27% compared to previous quarters.

Affiliations

  • International Association of Administrative Professionals (IAAP)
  • Institute of Customer Service (ICS)
  • International Association of Administrative Professionals
  • American Medical Informatics Association
  • National Association for Dispute Resolution (NADR)
  • Remote Case Management Excellence Group
  • American Society of Safety Professionals
  • Customer Experience Professionals Association (CXPA)
  • Association for Supply Chain Management (APICS)
  • Certified Specialist of Wine (CSW) OSHA – Beneficial for roles involving high-end clientele

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Certified Quality Process Analyst (CQPA)
  • Certified Fraud Examiner (CFE)
  • Certified Professional in Data Management (CPDM)
  • Certified Customer Service Professional (CCSP)
  • Project Management Professional (PMP)
  • Apple Certified Associate (ACA)
  • First Aid/CPR Certified
  • Certified Risk Manager (CRM)
  • Certified Business Process Professional (CBPP)

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