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Skills

  • Contractual compliance oversight
  • Cross-departmental collaboration
  • Communications
  • Customer success strategy development
  • MS Office
  • Merchandising operations
  • Global Supply Chain Coordination
  • Vendor management
  • System equipment
  • Customer lifecycle management

Work Experiences

  • Greeted customers and assisted them with product questions, selections, and purchases, both in-store and online.
  • Successfully introduced new product lines that resulted in a 9% increase in annual profits.
  • Achieved a cost reduction of $12.
  • Increased market share and earned #15 ranking by leapfrogging competitors.
  • Created a task schedule for Global Service Managers based on their individual strengths and knowledge of workflow optimization.
  • Taught newly hired Global Service Managers how to upsell using vendor management and workflow optimization, boosting job expertise within 6 months.
  • Educated customers about promotions to increase sales.
  • Inspired employees to succeed and identified areas for improvement, resulting in a 15% increase in efficiency.
  • Individual employees were assigned jobs based on their previous training, current abilities, and general knowledge.
  • Built and maintained client relationships.

Summaries

  • Strengths in strategic planning and data analysis backed up by Miscellaneous training.
  • Expert at resolving complex problems and implementing proactive operational changes.
  • Costs were consistently reduced while profits were increased.
  • Achieved $15 in annual cost savings.
  • Achieved a 61% reduction in ticket resolution time.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Supporting staff in handling service issues and customer communications in order to maintain service standards.
  • Achieved a 45% reduction in client churn.
  • Clear understanding of client relations and workflow optimization as well as vendor management training.
  • Adept at forging strong client relationships.

Accomplishments

  • Documented and resolved program which led to system.
  • Managed global help desk operations handling 18 tickets monthly, achieving a customer satisfaction score (CSAT) increase of 26%.
  • Established and led the global rollout of a new service strategy, resulting in a 80% increase in first contact resolution (FCR).
  • Achieved CPA in SAP, further enhancing our global service capabilities and reducing downtime by 25% across regions.
  • Engineered service improvement plans with cross-departmental teams, reducing service-related complaints by 16 in the past year.
  • Collaborated with regional teams to align service delivery practices, improving NPS scores by 18% across the Midwest.
  • Devised and executed a comprehensive vendor management strategy, reducing third-party service downtimes by 71%.
  • Reduced global service costs by 30% while maintaining identical service coverage, leading to annual savings of $5.
  • Resolved product issue through consumer testing.
  • Influenced product design modifications in collaboration with R&D, cutting post-release defect counts by 60%.

Affiliations

  • Member, International Customer Satisfaction Index Consortium
  • International Association of Service Managers (IASM)
  • Society of Human Resource Management
  • Help Desk Institute (HDI)
  • Project Management Institute (PMI) Member
  • Disaster Recovery Institute International (DRI)
  • Certified IT Service Manager (CITSM) from standard
  • Project Management Institute
  • Service Strategy & Operations Management Association
  • Information Systems Audit and Control Association (ISACA)

Certifications

  • Executive Certificate in Data-Driven Decision Making Meridian, 2015
  • Certified Data Privacy Solutions Engineer (CDPSE)
  • ITIL 4 Managing Professional
  • HDI Customer Service Representative
  • Cisco Certified Internetwork Expert (CCIE)
  • ISO 20000 Lead Implementer
  • Certified Information Technology Asset Manager (CITAM)
  • Certified in Risk and Information Systems Control (CRISC)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Global Reporting Initiative (GRI) Standards Certification

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