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Skills

  • Team management
  • Spreadsheet management
  • Collaboration with cross-functional teams
  • Knowledge Base Development
  • Customer Relationship Management (CRM)
  • Conflict resolution with escalated customers
  • Filing and data archiving
  • 18 WPM typing speed
  • Regulatory compliance
  • Client needs assessment

Work Experiences

  • Achieved a 23% productivity increase.
  • Collaborated with cross-functional teams to improve inventory restocking processes, improving delivery time by 15% for remote customers in Denver.
  • Coordinated customer service initiatives via email, phone, and chat, reducing overall support ticket backlog by 29% within a quarterly period.
  • Organized physical files and digitized records so that authorized team members could update and retrieve them quickly.
  • Achieved results over 3 months months.
  • Boosted remote team productivity by 79%.
  • Achieved annual savings of $8.
  • Collaborated directly with the finance team to review home office expenses, leading to a reduction of overhead costs by $9 annually.
  • Achieved a 55% productivity increase after automating key administrative tasks using QuickBooks, streamlining scheduling and document processing.
  • Automated key administrative tasks using Asana.

Summaries

  • Home Office Agent is a multi-talented Home Office Agent who is consistently rewarded for planning and operational improvements.
  • Accomplished Home Office Agent.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Closed 5 high-priority cases.
  • Achieved a 42% improvement in service delivery.
  • Closed 10 complex cases within three years.
  • Achieved flawless audits.
  • Reviewing and assessing processes, as well as implementing continuous improvement initiatives to streamline office operations, is a strong suit.
  • Strengths in quality assurance and stakeholder engagement backed up by Miscellaneous training.
  • Typing speed of 17 words per minute.

Accomplishments

  • Worked with IT to implement remote work accessibility enhancements that supported 24/7 system access for 18 agents.
  • Developed and implemented an internal billing inquiry workflow system that reduced processing time by 37% for Jira, enhancing customer satisfaction.
  • Monitored remote support systems and addressed emerging technical issues in real-time, reducing escalated support calls by 24%.
  • Designed tracking systems in ServiceNow software that decreased customer query resolution time by 64% through simplified escalation processes.
  • Designed regular client satisfaction surveys which led to a 33% increase in constructive customer feedback.
  • Designed and developed customer satisfaction dashboards that simplified reporting and improved decision-making for leadership.
  • Presented monthly performance metrics to leadership, driving a 42% improvement in meeting key performance indicators (KPIs).
  • Streamlined client onboarding processes, enhancing customer satisfaction and decreasing handover delays by 49%.
  • Analyzed call data on a weekly basis, helping to identify trends and optimize agent training, increasing average handle time (AHT) efficiency by 79%.
  • Created a new customer onboarding process that led to a 84% improvement in customer retention rates.

Affiliations

  • Association for Talent Development (ATD)
  • American Medical Informatics Association
  • Help Desk Institute (HDI)
  • Remote Work Association (RWA)
  • International Association of Administrative Professionals
  • Freelancers Union - Remote Contract Work Member
  • Data Protection Officer (DPO) Certified by standard
  • National Association of Remote Workers (NARW)
  • International Association of Privacy Professionals (IAPP)
  • Computing Technology Industry Association (CompTIA)

Certifications

  • Google Customer Care Certification
  • Microsoft Certified Systems Engineer (MCSE)
  • Customer Support Operations Certification, Meridian
  • ITIL 4 Foundation Certification
  • SHRM Certified Professional (SHRM-CP)
  • Certified IT Support Professional, 2023
  • CompTIA Security+
  • Six Sigma Green Belt (CSSGB)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Microsoft Teams Administrator, HubSpot

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