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Skills

  • Regulatory compliance
  • Problem resolution
  • Global team management
  • Resource Allocation Optimization
  • Lean Six Sigma Implementation
  • Relationship development
  • Team management
  • Business operations
  • Distributed workforce coordination
  • Cross-departmental collaboration

Work Experiences

  • Educated customers about promotions to increase sales.
  • Taught employees how to deal with difficult customers and difficult situations.
  • Was responsible for opening and closing the store on my own when necessary, as well as preparing the nightly bank drop for the manager.
  • Taught new associates how to operate the cash register, including how to open it, conduct customer transactions, and balance the drawer.
  • Achieved recognition within 6 months.
  • Increased market share and earned #15 ranking by leapfrogging competitors.
  • Aligned teams with customer demand patterns.
  • Increased sales by 18% by providing purchase advice and promoting additional products.
  • Championed corporate diversity initiatives by introducing inclusive client support models, increasing customer resonance and satisfaction with underrepresented demographics by 77%.
  • Achieved Lean within one year.

Summaries

  • Achieved a 22% decrease in resolution times.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Skilled in employee training and utilizing organized approaches to handle daily planning, scheduling, and customer service needs.
  • Achieved $15 in annual cost savings.
  • Achieved 79% reduction in service lead times.
  • Supervisor with 11 years of experience leading talented salespeople who is results-oriented.
  • Accomplished Global Service Manager.
  • Self-motivated leader who excels at fostering business relationships, increasing sales, and developing practical solutions in response to client needs.
  • Achieved a 45% reduction in client churn.
  • Clear understanding of client relations and workflow optimization as well as vendor management training.

Accomplishments

  • Executed proactive preventive maintenance strategies across 6 regions, leading to a 40% reduction in system outages.
  • Designed and delivered a series of training programs certified by method, upskilling 17 employees across 9 service sites.
  • Headed the global resource allocation overhaul, streamlining workflows to achieve a 62% increase in service coverage and a decrease in response times.
  • Played a key role in transforming supply chain support models, leading to supplier satisfaction improvement by 42%.
  • Managed global help desk operations handling 18 tickets monthly, achieving a customer satisfaction score (CSAT) increase of 26%.
  • Increased first-contact resolution by 78% through targeted skill development workshops for global technical service teams.
  • Achieved CPA in SAP, further enhancing our global service capabilities and reducing downtime by 25% across regions.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Devised and executed a comprehensive vendor management strategy, reducing third-party service downtimes by 71%.
  • Implemented proactive service approaches that identified and resolved issues before escalation, leading to a 39% reduction in critical incidents.

Affiliations

  • Jaycees
  • Certified Professional in Business Continuity Management (BCM)
  • Information Systems Audit and Control Association (ISACA)
  • Service Performance Insight (SPI) Research Member
  • Toastmasters
  • Institute for Service Management Excellence (ISME)
  • Certified IT Service Manager (CITSM) from standard
  • Association of Information Technology Professionals
  • American Society of Safety Professionals
  • Service Strategy & Operations Management Association

Certifications

  • Certified Business Continuity Professional (CBCP)
  • Apple Certified Associate (ACA)
  • CompTIA A+ Technician
  • TOGAF® 9 Certified Professional
  • Risk Management Professional (RMP)
  • Business Relationship Management Professional (BRMP)
  • PRINCE2 Practitioner Certification
  • Project Management Professional (PMP)
  • ServSafe
  • IT Infrastructure Library (ITIL) Foundation Certification

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