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Skills

  • Communications
  • Empathetic communication
  • Statistical analysis
  • Emergency protocols training
  • Report writing
  • Organization
  • Team building
  • Customer satisfaction tracking
  • Team management
  • Operational improvement

Work Experiences

  • Analyzed incident data.
  • Awarded for maintaining the fastest average response time.
  • Transported ServiceNow to one year customer locations.
  • Coordinated with local public safety officials to ensure synchronized efforts during 5 large-scale emergency events over one year.
  • Kept up to date on various software packages by attending training and webinars on a regular basis.
  • Collaborated with management to close gaps.
  • Collaborated with IT and Operations.
  • De-escalated 76% of high-priority emergency calls.
  • Achieved consistently high service level agreements (SLAs).
  • Constantly monitored real-time data feeds from HubSpot to mitigate potential issues, decreasing false alarms by 27%.

Summaries

  • Collaborated with IT and operations teams to minimize communication system downtime, ensuring 72% system availability during emergencies.
  • Strengths in project management and client relations backed up by Miscellaneous training.
  • Within Miscellaneous, senior Personal Response Associate and outstanding performer in performance reporting and strategic planning.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Adept at implementing follow-up processes that improved customer inquiry resolution by 85% in under the past year.
  • Motivated initiative professional who creates outstanding reports based on extensive data analysis.
  • Achieved a 77% reduction in unresolved cases.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved a 80% improvement in timely case closures.
  • Personal Response Associate is a multi-talented Personal Response Associate who is consistently rewarded for planning and operational improvements.

Accomplishments

  • Trained 12 of new hires on call-handling procedures, emergency protocols, and CRM system, resulting in a 16% reduction in handling inefficiencies.
  • Reduced first-response times by 15% in team shift realignment based on real-time performance analytics.
  • Conducted root cause analysis on recurring service issues, leading to a 76% decrease in repeat service failures over one year.
  • Mentored junior associates on service excellence, resulting in 6 team members meeting or exceeding key performance metrics in 2022.
  • Assisted in developing multilingual communication templates, ensuring culturally sensitive responses in initiative languages.
  • Contributed to the development of a new CRM integration, improving the accuracy of customer records, and reducing manual data-entry errors by 35%.
  • Collaborated with IT teams to enhance system reliability, reducing emergency notification system downtime by 76%.
  • Utilized HubSpot to systematically track and reduce customer support response time by 51% over a one year period.
  • Created real-time alert escalation protocols, reducing response time to high-priority incidents by 57%.
  • Enhanced emergency preparedness through mock simulations and drills, improving response time efficiency by 44%.

Affiliations

  • Association for Computing Machinery
  • Council for Certification in Volunteer Administration (CCVA) – Relevant Certifications
  • CERT – Community Emergency Response Teams Program
  • Association for Supply Chain Management (APICS)
  • Customer Experience Professionals Association (CXPA)
  • Society of Women Engineers
  • International Customer Management Institute (ICMI)
  • National Domestic Preparedness Coalition (NDPC)
  • First Contact Resolution Certification Council
  • American Society for Healthcare Risk Management (ASHRM)

Certifications

  • Emergency Telecommunicator (ETC) Certification from the International Academies of Emergency Dispatch
  • 8D Problem Solving Certification
  • Customer Service Excellence Certification
  • Certified Public Accountant
  • Root Cause Analysis (RCA) Certification by Cedar Works
  • Telecommunicator CPR (T-CPR) Course
  • Cisco Certified Internetwork Expert (CCIE)
  • Project Management Professional (PMP)
  • First Responder Certification by Ironclad Systems
  • Certified Contact Center Manager (CCCM) by Harbor & Co.

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