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Skills

  • Process improvement
  • Staff management
  • Conflict resolution and mediation
  • Client relationship management
  • Cross-functional team coordination
  • Team management
  • Collaboration with Legal Teams
  • Business operations
  • De-escalation strategies in dispute resolution
  • Budgeting and financial oversight

Work Experiences

  • Created a cutting-edge employee recognition program that increased productivity and morale.
  • Oversaw a group of 9 category associates who dealt with the department's daily and complex requirements.
  • Manufacturing service agreements and quality standards were negotiated by me.
  • Achieved reduction over several months.
  • Led an overhaul of the company's best practices, which resulted in significantly higher employee retention rates and a top-ranking as an industry leader.
  • Achieved cost savings of 85%.
  • Identified standard areas in need of improvement and implemented framework program, resulting in a 18% increase in productivity.
  • Assessed suppliers in order to assess delivery quality, timeliness, and compliance, maintain tight cost controls, and maximize business operational efficiency.
  • Reviewed established policies and procedures in order to assume temporary leadership roles, motivate employees, and ensure that process operations ran smoothly.
  • Created program and category reports on a regular basis to evaluate performance, adjust strategies, and keep operations agile and sustainable.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.
  • Hearing Manager is a multi-talented Hearing Manager who is consistently rewarded for planning and operational improvements.
  • Encouragement manager and analytical problem-solver with abilities in team building, leadership, and motivation, as well as strong customer relations and relationship-building skills.
  • Strategic planning, vendor management, and strategic planning are all well-trained.
  • Results-driven, decisive leader who knows how to build profitable relationships with key partners, vendors, and clients.
  • Expertise in technology and product development.
  • Multi-tasking manager with a reputation for fostering a positive work environment and high-performing teams.
  • Dedicated to improving employee engagement and performance through training, monitoring, and morale-building.
  • Customer-focused team player with expertise in maximizing customer satisfaction while increasing profits and client acquisition.
  • Strengths in forming and maintaining relationships with a wide range of stakeholders in fast-paced, dynamic environments.

Accomplishments

  • Documented and resolved category which led to process.
  • Standardized post-hearing documentation to meet legal requirements, improving overall process compliance by 32%.
  • Collaborated with IT to develop and deploy a digital documentation process that cut average processing time by 61% minutes per case.
  • Introduced advanced hearing recording equipment that improved clarity and transcription accuracy by 34%.
  • Negotiated with third-party vendors to introduce cost-effective transcription services, reducing hearing support costs by 61% annually.
  • Monitored and analyzed monthly KPI reports, using data-driven strategies to improve hearing outcomes by 83%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Revamped the compliance checklist for hearings to meet updated regulations, ensuring 68% regulatory adherence across regions.
  • Collaborated with team of 5 in the development of procedure.

Affiliations

  • International Public Management Association for Human Resources (IPMA-HR)
  • Call Center Management Association (CCMA)
  • Project Management Institute
  • Global Institute of Customer Experience Management (GICEM)
  • Society of Human Resource Management
  • International Ombudsman Association (IOA)
  • Rotary International
  • International Association of Administrative Professionals
  • National Association of Hearing Officers (NAHO)
  • Dispute Resolution Section of the American Bar Association (ABA-DRS)

Certifications

  • Salesforce
  • Certification in Risk Management Beacon Labs
  • License in Mediation and Arbitration Ohio
  • Cisco Certified Network Associate (CCNA)
  • Certified Conflict Resolution Mediator (Brightline)
  • Certificate in Dispute Resolution framework
  • Certified Business Analysis Professional (CBAP)
  • Executive Certificate in Negotiation initiative
  • Certified Public Manager (CPM) - Cedar Works
  • Certified Expert Witness Lakeside Partners

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