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Skills

  • Collaboration with field response teams
  • De-escalation techniques
  • Vendor relationship management
  • Business operations
  • High-volume inbound call management
  • Team management
  • Emergency call-handling protocol
  • Team building
  • Response documentation
  • Communications

Work Experiences

  • Achieved results within 2022.
  • Analyzed incident data to proactively identify recurring issues, implementing solutions that reduced call escalations by 19% over category.
  • Solved program issues, improved operations, and provided excellent customer service.
  • Coordinated with multiple third-party vendors to ensure seamless service delivery during critical incidents, improving resolution times by 46%.
  • Collaborated closely with the field response teams to ensure rapid dispatch and accurate location reporting for medical emergencies in Phoenix.
  • Collaborated with framework customers to determine their needs and deliver program service.
  • Awarded for maintaining the fastest average response time of 14 seconds, placing in the top 17% in Chicago/region.
  • Awarded for maintaining the fastest average response time.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Transported ServiceNow to one year customer locations.

Summaries

  • Achieved 79% improvements in first-contact resolution rates by optimizing call routing and enhancing knowledge management system training.
  • Adept at delivering immediate support.
  • Promoting 12 years of survey results delivery to appropriate stakeholders.
  • Collaborated with cross-functional teams and third-party vendors to improve emergency response accuracy and reduced resolution times by 32%.
  • Motivated initiative professional who creates outstanding reports based on extensive data analysis.
  • Collaboration with field response teams.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved successful resolutions in less than one year.
  • Collaborated with IT and operations teams to minimize communication system downtime, ensuring 72% system availability during emergencies.
  • Award-winning associate recognized in 2021.

Accomplishments

  • Led cross-training initiatives that allowed team members to specialize in both crisis management and technical troubleshooting, reducing errors by 26%.
  • Utilized HubSpot to systematically track and reduce customer support response time by 51% over a one year period.
  • Collaborated with team of 11 in the development of program.
  • Improved response accuracy by 35% by curating new communication templates specifically tailored for high-stress emergency situations.
  • Reduced call-handling errors by 59% after introducing comprehensive training modules for new and current staff.
  • Collaborated with IT teams to enhance system reliability, reducing emergency notification system downtime by 76%.
  • Mentored junior associates on service excellence, resulting in 6 team members meeting or exceeding key performance metrics in 2022.
  • Monitored industry trends and competitive analysis to update protocols, resulting in a 41% increase in client retention rates.
  • Designed optimized call queue systems, reducing average waiting time by 20% during high-traffic periods.
  • Conducted root cause analysis on recurring service issues, leading to a 76% decrease in repeat service failures over one year.

Affiliations

  • Project Management Institute (PMI) – Risk Management Certified
  • International Association of Administrative Professionals
  • International Customer Experience Professionals Association (CXPA)
  • Freemason
  • Certified Crisis Intervention Trainer (CCIT) Affiliation
  • American Academy of Crisis Counseling & Management
  • Society of Human Resource Management
  • American Heart Association (AHA) – CPR and Emergency Communication Training
  • American Society for Healthcare Risk Management (ASHRM)
  • International Critical Incident Stress Foundation (ICISF)

Certifications

  • Certified Crisis Intervention Specialist – category
  • HIPAA Awareness for Healthcare Providers Certification (HIPAA)
  • Certified Business Continuity Professional (CBCP)
  • Google Certified Professional Cloud Architect
  • Certified Healthcare Emergency Professional (CHEP)
  • Certified Call Center Manager (CCCM)
  • Salesforce
  • Microsoft Certified Systems Engineer (MCSE)
  • 8D Problem Solving Certification
  • SHRM Senior Certified Professional (SHRM-SCP)

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