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Skills

  • Operational excellence
  • Budgets
  • Process improvement
  • Risk assessment and mitigation
  • Market research and analysis
  • Performance improvement
  • Sales forecasting
  • Customer outreach strategy
  • Mentoring and coaching
  • Customer Retention Improvement

Work Experiences

  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Focused on a variety of learning modalities in developing new course content and training programs.
  • Achieved results in under three years.
  • Achieved all performance targets.
  • Achieved this over two years.
  • Analyzed employee performance data, resulting in a custom coaching plan that increased team KPIs by 15%.
  • Achieved a 71% uplift in engagement.
  • Applied innovative methodologies to increase customer acquisition by 38% in under 18 months using standard.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Constructed financial models.

Summaries

  • Agile project manager with experience managing million-dollar portfolios, consistently hitting 79% under budget and three years ahead of schedule.
  • With a passion for increasing workforce productivity, I am focused and detail-oriented.
  • Achieved a 83% reduction in operational bottlenecks.
  • Comprehensive understanding of market research.
  • Costs were consistently reduced while profits were increased.
  • Achieved results over two years.
  • Achieved 42% improvements in productivity.
  • Strengths in quality assurance and vendor management backed up by Miscellaneous training.
  • Collaborative leader with a history of working closely with marketing on new initiatives, resulting in substantial growth within key KPIs.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Led customer service training program, decreasing complaint resolution times by 16% and improving overall satisfaction by 68%.
  • Uncovered inefficiencies in operations during a risk audit, which led to changes saving the company $12 annually.
  • Collaborated with team of 17 in the development of method.
  • Instituted a competitive analysis framework that identified 18 key market opportunities, increasing sales by $8.
  • Restructured the technical support process, cutting response times by 4 minutes and raising resolution rates by 66%.
  • Reengineered the customer feedback system, resulting in a 23% improvement in customer satisfaction scores.
  • Orchestrated training sessions for cross-departmental teams, leading to a 73% improvement in collaboration and efficiency.
  • Resolved product issue through consumer testing.
  • Developed a CRM strategy that improved customer retention by 32% and accessed new markets.
  • Launched a diversity and inclusion program that resulted in a 69% increase in minority group representation in leadership roles.

Affiliations

  • International Institute of Business Analysis (IIBA)
  • Lions Club
  • American Society for Training and Development (ASTD)
  • Institute of Management Consultants
  • Certified Professional in Supply Management (CPSM)
  • IEEE Computer Society
  • American Marketing Association
  • National Speakers Association (NSA)
  • Institute for Operations Research and the Management Sciences (INFORMS)
  • International Association of Administrative Professionals

Certifications

  • Google Certified Professional Cloud Architect
  • CompTIA Network+
  • ServSafe
  • Lean Six Sigma Black Belt Certification
  • HubSpot Inbound Marketing Certification
  • Google Analytics Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Google Project Management: Professional Certificate
  • Agile Certified Practitioner (PMI-ACP)
  • Cisco Certified Network Associate (CCNA)

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