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Skills

  • Business operations
  • Customer retention
  • Supervision and training
  • Client relationship management
  • Profit and loss accountability
  • CCTV
  • Team management
  • Sound judgment
  • Goal setting
  • Problem resolution

Work Experiences

  • Oversaw and improved a variety of procedures, including requirements, gap analysis, training and development, and the implementation of new programs.
  • Achieved 12% growth in customer retention.
  • Kept an eye on supplier operations to ensure quality, on-time delivery, and compliance with contract specifications.
  • Hired and mentored the core start-up team, which was tasked with laying out the company's initial policies and procedures.
  • Promoted professional skill development in framework and metric employees through effective training, management, and motivation.
  • Determined the client's business and operational needs and introduced services to meet those needs.
  • Created reports that included project information and forecasts.
  • Devised and implemented effective sales strategies that resulted in the team's monthly sales goals for Microsoft Excel being exceeded.
  • Used process improvement and team leadership to implement business strategies to increase revenue and expand into new markets.
  • Directed National Customer Service Managers in the creation of dynamic displays of new merchandise to attract store patrons' attention.

Summaries

  • Adaptable and deadline-driven, with the ability to manage and complete multiple projects in high-stress situations.
  • Student pursuing a Miscellaneous degree who is eager to contribute developed knowledge in the role of National Customer Service Manager.
  • Recognized for operational, customer service, category, and method excellence.
  • Results-oriented Miscellaneous professional with stakeholder engagement, workflow optimization, and client relations strengths.
  • Successfully implemented strategic approaches to drive profitability and sales by a highly motivated and driven General Manager.
  • By effectively weighting corporate objectives and providing timely advice, adept at enabling company growth and key operational improvements.
  • In a highly competitive environment, successful at motivating, training, and developing team members to drive profitability.
  • Communicative and team-oriented, with Tableau expertise.
  • Engaging personality, service-oriented background, and expertise in process improvement.
  • Strategic thinker with expertise in workflow optimization.

Accomplishments

  • Created and monitored KPI dashboards that tracked key performance metrics, which directly contributed to a 66% increase in customer satisfaction.
  • Led a cross-departmental initiative that effectively reduced churn by 57% through targeted outreach campaigns and tailored support programs.
  • Standardized customer service workflows across 11 locations, resulting in consistent SLA compliance above 46%.
  • Generated a 62% improvement in B2B customer satisfaction by redesigning support structures for key account clients and streamlining communication channels.
  • Achieved a 77% improvement in compliance with service level agreements through the implementation of rigorous performance tracking systems.
  • Negotiated third-party vendor SLAs to optimize service delivery time, leading to an overall reduction in incident resolution times by 2 minutes.
  • Successfully reduced attrition in the customer service department by implementing employee satisfaction programs, improving retention by 81%.
  • Collaborated with marketing teams to introduce upsell and cross-sell strategies during customer support interactions, generating an additional 17% in monthly revenue.
  • Collaborated closely with IT departments to ensure the seamless implementation of chatbots, resulting in a 18% reduction in simple inquiry tickets.
  • Designed a knowledge base for service teams, reducing average call handling time by 2 minutes and improving first-call resolution by 28%

Affiliations

  • Programming and training partner with HubSpot Academy focusing on CRM system optimization and customer service agent productivity improvements.
  • Participant, American Management Association (AMA) courses specializing in strategic customer service management and process improvement.
  • Certified Customer Experience Professional (CCXP) credential pursued through CXPA, supporting enhanced strategies in improving customer touchpoint experiences.
  • Certified Professional Member of the International Customer Management Institute (ICMI) actively providing insights through their leadership forums.
  • Participant in the Harvard Business School Customer-Centric Leadership Program for Customer Service Executives, 2016.
  • Affiliate of the Customer Experience Professionals Association (CXPA) contributing toward professional development and strategic practices in customer experience management.
  • Participant at Customer First Academy, specializing in designing, implementing, and tracking feedback systems for escalating customer retention rates.
  • Collaborator with the Contact Center Association (CCA) to contribute data regarding nationwide initiatives focused on reducing customer service response times.
  • Contributor to the Executive Leadership Course on Customer Experience Strategy in collaboration with ICMI, held annually in Chicago.
  • Participant in the HubSpot CRM Certification program, mastering CRM system implementation for enhanced customer satisfaction and retention.

Certifications

  • Google Certified Professional Cloud Architect
  • CompTIA Network+
  • Customer Loyalty Professional Certification – Loyalty Academy
  • Certified Customer Experience Professional (CCXP) – Customer Experience Professionals Association (CXPA)
  • Professional Scrum Master (PSM) – Scrum.org
  • Certified Call Center Professional (CCCP) – RCCSP
  • Harvard Business Analytics Program Certification – Harvard Business School Online
  • Lean Six Sigma Green Belt Certification – process
  • Executive Leadership Development Certification – method
  • Certified Key Account Manager (CKAM) – The Strategic Account Management Association (SAMA)

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