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Skills

  • Team management
  • Budgets
  • Advanced Reporting Systems
  • Application Review
  • Change Management Leadership
  • Root cause analysis
  • Customer satisfaction improvement
  • Team building
  • Continuous learning program development
  • Operational improvement

Work Experiences

  • Collaborated with the IT department to automate routine reporting tasks, freeing up 13 hours per week for higher-value issue resolution.
  • Built preventive measures for recurring system issues.
  • Decreased training time by 72%.
  • Created an award-winning escalation process.
  • Oversaw the delivery of program project by procedure team, which resulted in program.
  • Achieved a 53% reduction in escalated tickets.
  • Collaborated with external partners.
  • Addressed cross-functional issues.
  • Coordinated efforts between customer service and product teams.
  • Decreased incoming complaints by 83%.

Summaries

  • Achievement-focused Issue Supervisor.
  • Collaborative leader with a proven ability to facilitate interdepartmental communication, improving cross-functional issue resolution and driving collaboration among 9 departments.
  • Contributed to 10 major software updates.
  • Achieved results across 18 months.
  • Adept at automating reports.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved a 37% rise in first-response resolutions.
  • Achieved a 23% rise in issue resolution times.
  • Consistently exceeded quality targets by 42%.
  • Trained in collecting payments, preparing deposits, and working with other clerks to complete high-volume work in a fast-paced environment.

Accomplishments

  • Implemented an issue resolution automation system that reduced time spent manually assigning tickets by 56%, increasing service efficiency.
  • Analyzed response and resolution time trends and adjusted staffing schedules accordingly, improving service delivery during peak times by 44%.
  • Resolved product issue through consumer testing.
  • Created targeted training sessions on troubleshooting advanced technical issues that led to a 60% reduction in product-related tickets.
  • Streamlined the issue escalation process by training a team of 8, which reduced response time by 49% and enhanced overall team productivity.
  • Trained a team of 17 issue specialists to manage escalations outside of business hours, ensuring continuous customer support and operational efficiency.
  • Documented and resolved process which led to framework.
  • Optimized issue categorization system, which improved the accuracy of issue triage and led to a 29% increase in first-contact resolutions.
  • Led a retraining initiative for senior staff on evolving customer lifecycle management techniques to improve long-term issue mitigation.
  • Designed metrics-driven reports on escalation trends and successfully mitigated high-risk incidents, cutting customer churn by 68%.

Affiliations

  • Society for Customer Service Professionals (SCSP)
  • Global Incident Response Coordination Group
  • International Council of Nurses
  • International Association of Issue Resolution Managers
  • Freemason
  • Project Management Institute (PMI) - Member since 2022
  • Association for Computing Machinery
  • Society of Human Resource Management
  • Internal Complaints Resolution Council (ICRC) Affiliation
  • Customer Success and Support Professionals Association

Certifications

  • Certified Problem and Change Management Specialist (CPCMS) Harbor & Co.
  • CompTIA IT Operations Specialist (CIOS) Summit Group
  • Certified Public Accountant (CPA)
  • Cisco Certified Network Associate (CCNA)
  • Certified Business Analysis Professional (CBAP)
  • Scrum Master Certified (SMC) - Agile Frameworks Beacon Labs
  • Leadership in Process Improvement (LPI) Certification Harbor & Co.
  • Certified Kaizen Facilitator (CKF) - Northwind
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Professional in Agile Project Management (CPAPM) - Beacon Labs

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