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Skills

  • Sorting and labeling
  • Multi-line phone proficiency
  • Spreadsheet management
  • Supervision
  • Bookkeeping
  • Accounting familiarity
  • Conflict de-escalation skills
  • Business operations
  • Data Entry Quality Assurance
  • Project organization

Work Experiences

  • Planned and coordinated logistics and materials for board meetings, committee meetings, and staff events.
  • Created a resource for frequently asked questions.
  • Boosted annual revenue by $11.
  • Authored internal training documentation on Workday.
  • Created personalized customer follow-up strategies that delivered a marked increase in repeat business orders, expanding retention by 51%.
  • Was in charge of data tracking, documentation, client correspondence, and office operations.
  • Collaborated with cross-functional teams to improve inventory restocking processes, improving delivery time by 15% for remote customers in Denver.
  • Achieved results over 3 months months.
  • Assessed the urgency and priorities before accepting or declining appointments and meetings with the CEO.
  • Achieved 100% error-free payments over 2022.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved flawless audits.
  • Closed 5 high-priority cases.
  • Costs were consistently reduced while profits were increased.
  • Accomplished in maintaining compliance with process, leading to flawless audits and consistently meeting industry standards in home office settings.
  • Collaborated across teams to develop a virtual FAQ knowledge base, leading to a decrease in customer call times by 7 minutes and improving efficiency.
  • Within Miscellaneous, senior Home Office Agent and outstanding performer in stakeholder engagement and quality assurance.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Accomplished Home Office Agent.
  • Meet and exceed business objectives while catering to a wide range of customer needs.

Accomplishments

  • Developed and executed customer needs assessments that improved client satisfaction score by 66%.
  • Decreased call abandonment rates from 81% to 30% by implementing targeted workload distribution and adjusting shift assignments to match peak call times.
  • Worked with IT to implement remote work accessibility enhancements that supported 24/7 system access for 18 agents.
  • Reduced time to resolve high-priority support tickets by 23% by implementing a new triage system in Tableau.
  • Used ServiceNow to design automated ticket generation reports, leading to improved escalations and reducing handling time by 54%.
  • Designed regular client satisfaction surveys which led to a 33% increase in constructive customer feedback.
  • Documented and resolved program which led to framework.
  • Created ad-hoc spreadsheets using Power BI to track weekly helpdesk activity, improving managerial oversight and resource allocation.
  • Designed and developed customer satisfaction dashboards that simplified reporting and improved decision-making for leadership.
  • Identified and resolved support gaps by conducting root cause analysis, reducing repeat customer complaints by 80% over the past year.

Affiliations

  • Computing Technology Industry Association (CompTIA)
  • International Association of Administrative Professionals
  • Association for Talent Development (ATD)
  • Society of Women Engineers
  • Customer Experience Professionals Association (CXPA)
  • Help Desk Institute (HDI)
  • International Customer Management Institute (ICMI)
  • American Payroll Association (APA)
  • Remote Work Certification by process 2016
  • American Marketing Association

Certifications

  • Salesforce Certified Administrator
  • Certified Telework Professional (CTP)
  • Certified Microsoft Teams Administrator, HubSpot
  • Google Certified Professional Cloud Architect
  • Cisco Certified Network Associate (CCNA)
  • Six Sigma Green Belt (CSSGB)
  • Professional Certificate in Customer Relationship Management (CRM)
  • Certified Customer Support Representative, Summit Group
  • Certified Remote Work Expert (CRWE)
  • Remote Work Professional Certificate, Meridian

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