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Skills

  • Six Sigma Certification
  • Marketing
  • Engineering
  • Cross-functional team leadership
  • Analytical
  • Flexible
  • Technology
  • Business Planning
  • Business Strategy
  • Conflict mediation

Work Experiences

  • Reduced inventory discrepancies by using ServiceNow to create an online inventory system.
  • Used consultative selling techniques to educate and offer additional services to existing customers to increase sales.
  • Assisted in the creation and evaluation of service level agreements that met established operational requirements.
  • Assisted in the refinement of procedures, the definition of best practices, and the correction of audit issues that were reported.
  • Accepted and processed payments, explained charges on customer bills, and helped customers with complex billing issues.
  • Was in charge of 14 departmental associates in order to ensure maximum productivity across a multi-building campus.
  • Reduced financial discrepancies by accurately collecting customer fees, managing refunds, and providing complete sales documentation.
  • Employee recognition and rewards practices improved morale and management communication.
  • Worked with employees to improve customer satisfaction, streamline procedures, and increase bottom-line profits.
  • Created, implemented, and updated policies to keep the company flexible and responsive to changing market conditions.

Summaries

  • Based on method strategies, proficient in operational improvements, quality improvements, and team leadership.
  • Well-versed in the products, services, and consumer trends of the Miscellaneous.
  • Over 18 years of experience as a high-performing leader and operations manager, delivering successful improvements in business operations, profitability, and team development.
  • Dedicated to identifying and implementing effective solutions that enhance customer relationships.
  • Proven track record of developing and implementing targeted business operations plans, as well as overseeing initiative aspects that result in metric.
  • To drive growth and recurring revenue, skilled in strategic selling and building loyal, long-term relationships with customers.
  • Operations Manager, Customer Experience who is technologically savvy and has demonstrated customer service, time management, and multitasking abilities.
  • Offering vendor management and workflow optimization, meticulous leader and strategic planner with broad managerial acumen.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Strong collaborator with senior stakeholders, prioritizing activities effectively, translating business requirements into solutions, and meeting defined goals.

Accomplishments

  • Orchestrated the development of client-facing knowledge resources, which decreased call center inquiries by 49%, improving team efficiencies.
  • Grew revenue by $16 in the first year by spearheading development of initiative.
  • Successfully managed operations through the implementation of a customer-centric strategy, reducing complaints by 38% over one year.
  • Reduced average customer response times from 2 minutes to 11 minutes, boosting customer satisfaction by 29% points.
  • Championed the use of SAP to automate routine tasks, creating a 77% increase in team productivity and customer satisfaction.
  • Coordinated directly with product teams to optimize customer feedback loops, resulting in a 41% improvement in feature adoption.
  • Developed an escalation system that improved first-call resolutions by 42%, positively affecting customer retention.
  • Spearheaded an employee engagement program, resulting in a 7% decrease in annual employee turnover.
  • Cut inventory by more than half and improved on-time delivery to 4% by framework.
  • Method Created critical KPIs to track and improve on-time delivery, customer issues and safety statistics.

Affiliations

  • Attendee, Gartner Supply Chain Symposium XPO 2015
  • Participant, Harvard Business School Executive Education - Leading Complex Projects 2022
  • Participant, Online Green Business Certification from category, 13 months
  • Affiliate, National Association for Business Economics (NABE), 2019 - Present
  • Alumnus, method Operations & Supply Chain Management Certificate Program 2016
  • Active Member, International Customer Service Association (ICSA), method
  • Student Member, American Production & Inventory Control Society (APICS) while pursuing CPA
  • Participant, Coursera Business Analytics Specialization 2023
  • Certified Six Sigma Black Belt, Lean Six Sigma Institute 2019
  • Professional Member, Customer Experience Professionals Association (CXPA) 2015 - Present

Certifications

  • Customer Satisfaction Measurement and Analysis Certification, Summit Group
  • Certified in the Governance of Enterprise IT (CGEIT) - ISACA
  • Certified in Production and Inventory Management (CPIM) – APICS
  • Certified Manager of Quality/Organizational Excellence (CMQ/OE) – ASQ
  • Certified Public Accountant (CPA)
  • American Academy of Financial Management (AAFM)
  • CompTIA Network+
  • CompTIA A+ Technician
  • Apple Certified Associate (ACA)
  • Certified Sales and Operations Planning (S&OP) Professional, Lakeside Partners

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