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Skills

  • Industry Compliance Adherence
  • First-call resolution improvement
  • Performance maximization
  • System equipment
  • Supervision
  • Budgets
  • Customer issue resolution
  • Customer service coverage enhancement
  • Root cause analysis
  • Organization

Work Experiences

  • Collaborated with the Quality Assurance team to reduce service delivery defects by 64% over several months.
  • Applied extensive data analytics to evaluate service efficiency, leading to the implementation of QuickBooks to streamline operations.
  • Championed a knowledge-sharing portal.
  • Collaborated with product development teams.
  • Achieved 69% targets consistently over 18 months.
  • Designed and facilitated weekly training sessions, increasing team competency and certifications by 32%.
  • Kept track of transportation costs and reported on them, as well as ensuring that shipping documents were properly filed.
  • Achieved cost reduction in three years.
  • Looked for industry trends on social media and through online sources.
  • Delivered periodic service reports to senior management, highlighting KPIs and driving a 74% increase in team performance.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Driven Transportation Manager with 15 years of experience managing timely commercial and industrial goods transit.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Highly skilled in cost-cutting, budgeting, and efficiency planning.
  • In-depth understanding of transportation laws and regulations.
  • Achieved 27% improvement in first-call resolution.
  • 14 years of experience.
  • Boosted customer adoption rates.
  • Achieved cost savings of $2.
  • Consistently drove a 70% boost in customer satisfaction.

Accomplishments

  • Documented and resolved standard which led to procedure.
  • Standardized best practices across 9 different service locations, improving SLA adherence and boosting team productivity by 41%.
  • Drove operational improvements that reduced service downtime by 79%, resulting in an improved overall customer experience.
  • Introduced a cross-functional collaboration system between departments, reducing service delivery time for clients by 39%.
  • Created an employee recognition program that boosted team morale, leading to a 16% increase in service quality performance.
  • Created a standardized training program for 8 service locations, resulting in a 63% improvement in customer satisfaction.
  • Oversaw an annual service operation budget of $7, optimizing resource allocation and reducing unnecessary expenditure by 85%.
  • Designed and delivered a service improvement plan that reduced average resolution time by 62% during the past year.
  • Collaborated with team of 16 in the development of method.
  • Resolved product issue through consumer testing.

Affiliations

  • Customer Success Association
  • International Association of Outsourcing Professionals (IAOP)
  • International Institute of Business Analysis™ (IIBA®)
  • Toastmasters
  • Customer Service Excellence Academy
  • Professional Association for Customer Engagement (PACE)
  • International Customer Management Institute (ICMI)
  • Association of Support Professionals (ASP)
  • National Customer Service Association (NCSA)
  • American Society for Quality (ASQ) Member

Certifications

  • ITIL Foundation Certification in IT Service Management
  • Certified Outsourcing Specialist (COS) – IAOP
  • Certified Financial Services Auditor (CFSA) method
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified ScrumMaster (CSM) – Scrum Alliance
  • Customer Data Management Certification – CDMP
  • Certified Network Professional (CNP) – Cisco
  • Google Certified Professional Cloud Architect
  • CompTIA A+ Technician
  • ISO 20000 Lead Auditor – IT Service Management

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