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Skills

  • Business process optimization
  • Team building
  • MS Office
  • Supervision and training
  • Cross-functional team management
  • Client relationship management
  • Advanced problem-solving strategies
  • Schedule management
  • Automated Customer Service Tools (Bots, Tracking Systems)
  • Inventory management

Work Experiences

  • Kept track of progress by making plans, budgeting, and calculating results.
  • Oversaw the performance and productivity of 18 employees while supervising and leading 2 department managers.
  • Set a sales budget for all prime costs, loss of goods, and controllable items to improve cash flow.
  • Assisted customers in enrolling in loyalty programs and submitting paperwork.
  • Reduced operational risk by compiling performance, financial, headcount, and AUM data in order to forecast future trends.
  • Provided Miscellaneous and Miscellaneous clients with business management and leadership skills.
  • Analyzed financial statements and system reports to track standard performance and come up with ways to improve and cut costs.
  • Mixed and matched paints to the specifications of the customer.
  • Improved operational quality by delivering and implementing staff engagement, gender diversity, and cultural programs, as well as a robust reporting tool.
  • Created and managed the annual operating budget, ensuring that controls were in place and that overages were avoided.

Summaries

  • Recognized for operational, customer service, method, and framework excellence.
  • Sales, customer service, and problem-solving skills are all strengths of this motivated retail professional.
  • Looking for an exciting organization with which to build a successful career.
  • Motivating leader who has built and managed category teams in the past.
  • National Operations Manager, Customer Service with extensive experience in budget management and team leadership.
  • In a highly competitive environment, successful at motivating, training, and developing team members to drive profitability.
  • Engaging personality, service-oriented background, and expertise in strategic planning.
  • Procedure, process, and category are all available.
  • National Operations Manager, Customer Service and team leader with 16 years of experience in system settings.
  • Even in high-pressure situations, able to remain calm and composed.

Accomplishments

  • Overhauled the reporting mechanism for real-time KPI tracking, enabling a rapid 25% improvement in decision-making processes.
  • Mentored regional operations managers in incorporating data-driven customer service improvements, resulting in a 77% increase in SLA compliance across territories.
  • Led the initiative to overhaul customer recovery protocols, which reduced customer churn by 32% in high-risk accounts.
  • Implemented a cross-functional customer service improvement initiative, resulting in a 27% increase in first-call resolution across 4 customer service centers.
  • Spearheaded the nationwide roll-out of automated customer service bots, cutting manual ticket processing by 56% while maintaining high customer satisfaction levels.
  • Successfully managed services for 2 key corporate clients, increasing contract renewals by 76% due to streamlined operations and enhanced client relationships.
  • Generated cost savings of $3 annually by optimizing vendor contracts without sacrificing the quality of service provided to customers.
  • Designed a reactive and proactive recovery protocol system that reduced complaint escalation rates by 83% over metric.
  • Reduced process inefficiencies in customer service workflows, leading to an average improvement of 28% minutes in resolving key client issues.
  • Drove process optimization projects across 12 national locations, improving average handle time (AHT) by 38% and reducing service delays by 65%.

Affiliations

  • Member, National Customer Service Association (NCSA) – Active involvement in networking opportunities and benchmarking for continuous customer service improvement.
  • Affiliate, International Institute for Analytics (IIA) – Applied data analytics in customer service and operations strategy for predictive modeling and workforce management.
  • Member, American Management Association (AMA) – Access educational resources and training programs aimed at improving management and analytical skills.
  • Affiliate, Association for Quality and Productivity (AQP) – Focused on driving operational excellence by integrating productivity improvements and quality control.
  • Sustaining Member, Business Process Management Institute (BPMI) – Worked on improving and automating customer service workflows for enhanced efficiency.
  • Participant, International Association of Facilitators (IAF) – Attended workshops focused on improving facilitation techniques for cross-functional collaboration.
  • Affiliate, Customer Service Institute of America (CSIA) – Providing access to customer service certifications and aligned strategies to improve customer experience.
  • Participant, American Society for Quality (ASQ) – Adopted best practices in quality assurance to reduce customer complaints and improve service consistency.
  • Active Member, National Outsourcing Association (NOA) – Contributed to discussions around outsourcing customer support to improve efficiency and reduce operational costs.
  • Member, International Call Center Management (ICCM) Council – Attended annual conferences to stay updated on call center management innovations.

Certifications

  • Certified in Production and Inventory Management (CPIM) – APICS
  • Change Management Practitioner (CMP) - APMG International
  • Customer Service Leadership Certificate – Ironclad Systems
  • Lean Six Sigma Green Belt (LSSGB) - category
  • ISO 9001:2015 Quality Management Certification - International Organization for Standardization (ISO)
  • CompTIA Security+
  • Operational Risk Management Certification - Risk Management Association (RMA)
  • Certified in the Governance of Enterprise IT (CGEIT) - ISACA
  • Project Management Professional (PMP)
  • Certified Public Accountant (CPA)

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