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Skills

  • Materials management
  • Team building
  • Budget forecasting and management
  • Business operations
  • Customer issue resolution
  • CRM software proficiency (e.g., framework)
  • Team management
  • Contract Management
  • Continuous improvement methodologies
  • KPI dashboard creation and reporting

Work Experiences

  • Answered 7 calls per the past year to help customers with their questions and concerns.
  • Looked for industry trends on social media and through online sources.
  • Achieved 69% targets consistently over 18 months.
  • Cross-promoted services.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Achieved this over 6 months.
  • Achieved a 68% reduction in unresolved service tickets.
  • Coordinated a cross-functional initiative with technical teams, resulting in a significant 40% increase in service uptime.
  • Applied extensive data analytics.
  • Achieved a 42% first-call resolution rate.

Summaries

  • Accomplished PD Service Manager recognized with the President's Club in 2022, known for strategic process improvements that reduce operational costs by $3 within 6 months.
  • Transportation Manager who is organized and knowledgeable in workflow optimization and budget management.
  • Collaborative leader driving cross-functional initiatives.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
  • 14 years of experience.
  • Achieved improvements over 6 months.
  • Achieved measurable increases in team performance.
  • Assigns tasks to drivers and supervises vehicle repairs.
  • Consistently drove a 70% boost in customer satisfaction.
  • Achieved 27% improvement in first-call resolution.

Accomplishments

  • Established a new customer feedback system that increased customer engagement with follow-up surveys by 82%.
  • Monitored and reported on customer satisfaction KPIs, achieving 60% improvement in feedback scores over 18 months.
  • Developed and maintained KPI dashboards for 11 departments, leading to a reduction in service resolution time by 59%.
  • Oversaw an annual service operation budget of $7, optimizing resource allocation and reducing unnecessary expenditure by 85%.
  • Created an employee recognition program that boosted team morale, leading to a 16% increase in service quality performance.
  • Achieved Lean to ensure the highest standard of customer-focused service operations within the department.
  • Took the lead on integrating a new customer service platform across 3 teams, improving NPS scores by 24%.
  • Increased operational efficiency by 52% through the implementation of a new CRM system, enhancing service team collaboration and reporting.
  • Resolved product issue through consumer testing.
  • Presented regular service performance reports to senior management, contributing to the strategic planning process.

Affiliations

  • Project Management Institute
  • Association for Computing Machinery
  • Jaycees
  • Rotary International
  • Member, Technology and Services Industry Association (TSIA)
  • Society of Human Resource Management
  • CX Network: Customer Experience Executives Group
  • International Association of Service Professionals
  • Customer Experience Professionals Association (CXPA)
  • The Institute for Performance and Learning

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Cisco Certified Network Associate (CCNA)
  • Certified ScrumMaster (CSM) – Scrum Alliance
  • Certified Technology Manager (CTM) - initiative
  • Apple Certified Associate (ACA)
  • Certified Support Manager (CSM) - Service Strategies
  • IT Operations Management Certified – Certified ITOM
  • DevOps Leader (DOL) Certification – DevOps Institute
  • First Aid/CPR Certified
  • Lean IT Foundation Certification

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