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Skills

  • Goal setting
  • MS Office
  • Process improvement
  • Business process optimization
  • Invoice generation
  • Communication with executive stakeholders
  • First Aid/CPR
  • Project organization
  • Relationship development
  • Recruiting and Hiring

Work Experiences

  • Set a sales budget for all prime costs, loss of goods, and controllable items to improve cash flow.
  • Reduced financial discrepancies by 11% by implementing workflow optimization and budget management.
  • Improved resource allocation while keeping expenses under tight control.
  • Oversaw a successful turnaround that resulted in the elimination of over $9 in debt in two years.
  • Assisted with HR operations such as strategic workforce planning, performance management, staffing, and benefit administration.
  • Assisted customers in enrolling in loyalty programs and submitting paperwork.
  • Developed effective 5 month business plans to help strategic decision-makers focus on achieving long-term goals.
  • Organized displays and stocked shelves to draw customers' attention to specific items.
  • Evaluated, optimized, and raised operations to meet current and anticipated demand.
  • Mixed and matched paints to the specifications of the customer.

Summaries

  • Decisive leader with a track record of setting and achieving lofty goals, high quality standards, and method and initiative.
  • Strategic thinker with expertise in performance reporting.
  • Stakeholder engagement Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.
  • Recognized for operational, customer service, method, and framework excellence.
  • In a highly competitive environment, successful at motivating, training, and developing team members to drive profitability.
  • Results-oriented Miscellaneous professional with strategic planning, data analysis, and project management strengths.
  • With hands-on experience, eager to learn new skills and advance knowledge.
  • Cross-functional collaboration in system settings and strategic planning in process improvement settings.
  • National Operations Manager, Customer Service is a determined National Operations Manager, Customer Service with excellent customer service skills.
  • Engaging personality, service-oriented background, and expertise in strategic planning.

Accomplishments

  • Reduced process inefficiencies in customer service workflows, leading to an average improvement of 28% minutes in resolving key client issues.
  • Achieved a 71% improvement in cross-functional collaboration between the operations and customer service departments, resulting in faster issue resolution for high-priority clients.
  • Directed a nationwide onboarding transformation, standardizing new hire training across 2 service centers, which cut onboarding time by 18 days.
  • Achieved a 17% improvement in year-over-year operational efficiency through KPIs and root-cause analysis of service disruptions.
  • Aligned operational processes with ISO Six Sigma standards, achieving certification in 2024, which enhanced service center reputation and client trust.
  • Created an automated ticketing system that decreased response times by 55% while improving overall customer sentiment measured by post-service surveys.
  • Led the initiative to overhaul customer recovery protocols, which reduced customer churn by 32% in high-risk accounts.
  • Designed and implemented an employee incentive program that improved agent performance metrics by 54% through target-driven rewards.
  • Successfully managed services for 2 key corporate clients, increasing contract renewals by 76% due to streamlined operations and enhanced client relationships.
  • Overhauled the reporting mechanism for real-time KPI tracking, enabling a rapid 25% improvement in decision-making processes.

Affiliations

  • Active Member, National Outsourcing Association (NOA) – Contributed to discussions around outsourcing customer support to improve efficiency and reduce operational costs.
  • Member, Customer Journey Mapping Institute – Collaborated with professionals to create customer journey maps that aligned operational strategies with customer expectations.
  • Participant, International Association of Facilitators (IAF) – Attended workshops focused on improving facilitation techniques for cross-functional collaboration.
  • Participant, Society of Human Resource Management (SHRM) – Focused on implementing employee development programs and workforce optimization techniques.
  • Affiliate, Association for Quality and Productivity (AQP) – Focused on driving operational excellence by integrating productivity improvements and quality control.
  • Affiliate, Customer Contact Week (CCW) Executive Advisory Board – Collaborated with executives to set future-forward customer service strategies and innovations.
  • Fellow, Institute of Operations Management (IOM) – Supporting professional growth and networking in the field of business operations management.
  • Affiliate, Customer Service Institute of America (CSIA) – Providing access to customer service certifications and aligned strategies to improve customer experience.
  • Sustaining Member, Business Process Management Institute (BPMI) – Worked on improving and automating customer service workflows for enhanced efficiency.
  • Fellow, The Institute for Operations Research and the Management Sciences (INFORMS) – Utilized operations research to drive efficiency improvements across multiple service channels.

Certifications

  • Leadership and Management Certification – The Chartered Management Institute (CMI)
  • Google Certified Professional Cloud Architect
  • Customer Experience Management (CEM) Professional – framework
  • Certified ScrumMaster (CSM) – Scrum Alliance
  • Automation Anywhere Certified Master – AA University
  • Cost Management Professional (CMP) – Association for Financial Professionals (AFP)
  • Certified Customer Experience Professional (CCXP) – Customer Experience Professionals Association (CXPA)
  • Certified Six Sigma Black Belt (CSSBB) - standard
  • Certified Business Analysis Professional (CBAP)
  • Vendor Management Profession (VMP) – Sourcing Industry Group (SIG)

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