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Skills

  • Professional telephone demeanor
  • Key holder experience
  • Report preparation
  • Risk mitigation planning
  • Key stakeholder relationship building
  • Budget Management
  • Order fulfillment
  • Communication protocol establishment
  • Process optimization
  • Route dispatch

Work Experiences

  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Entered customer interaction details into QuickBooks to track requests, document problems, and record solutions offered.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Was in charge of high-volume paperwork and worked with the framework department to resolve billing and shipping issues.
  • Acquired 17 new customers, resulting in 14% revenue for the team.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Ensure that customers and internal departments are properly communicated with.

Summaries

  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate procedure systems is one of my specialties.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Offshore Team Lead with 11 years of experience in dealing with customer requests and concerns.
  • Offering 5 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Offshore Team Lead who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • QuickBooks and framework techniques have been taught to me.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Empathy, dependability, and enthusiasm for customer satisfaction.

Accomplishments

  • Implemented Agile methodology with offshore teams, shortening project delivery times by 33% within the first 6 months.
  • Led initiative for team skill diversification, resulting in increased offshore project variety and a 36% reduction in staffing redundancies.
  • Implemented Agile Scrum practices with offshore teams, improving sprint success rates and overall team delivery by 84%.
  • Designed training program for offshore developers, which reduced bug regression rates by 66% in 12 product iterations.
  • Successfully reduced complexity in offshore handoff procedures for 14 simultaneous projects, leading to faster client deliverables.
  • Implemented new team structures across offshore/nearshore locations, facilitating a smooth transition to remote working models with 9% productivity retention.
  • Documented and resolved method which led to category.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with a matrixed team to improve identification and documentation processes, increasing offshore QA efficiency by 49%.
  • Executed vendor management strategies between onshore and offshore teams, ensuring resource availability and maintaining project consistency.

Affiliations

  • Society for Human Resource Management (SHRM) - Attended workshops on leadership, talent retention, and team resource management
  • Association of Computational Scientists (ACS) - Focused on technical skill development and enhancing team performance through computational solutions
  • Offshore Vessel Operators Association (OVOA) - Focused on operational efficiency and cost reductions in offshore vessel teams
  • Freemason
  • International Association of Drilling Contractors (IADC) - Focused on performance assessments and comprehensive training programs for offshore environments
  • Certified ScrumMaster (CSM) - Expertise in agile methodologies and automated workflows for increased project efficiency
  • Professional Logistics Management Association (PLMA) - Specialized in resource management and logistics for offshore teams
  • American Production and Inventory Control Society (APICS) - Engaged in discussions on operational cost reductions through automation and technology implementation
  • International Association for Contract & Commercial Management (IACCM) - Focused on optimizing contract management for multinational offshore engagements
  • Society of Women Engineers

Certifications

  • Certified Lean Six Sigma Black Belt (CLSSBB)
  • DevOps Leader (DOL) Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • Salesforce
  • Certified Software Development Professional (CSDP)
  • First Aid/CPR Certified
  • Certified ScrumMaster (CSM)
  • Project Management Professional (PMP)
  • Advanced Certified Scrum Product Owner (A-CSPO)
  • Certified Business Analysis Professional (CBAP)

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