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Skills

  • Data Management
  • Bookkeeping
  • Compliance with industry regulations (procedure)
  • Call volume and performance reporting (process)
  • Supervision
  • Database administration
  • Customer Experience Enhancements
  • Documentation and control
  • Call efficiency optimization
  • Relationship development

Work Experiences

  • Achieved results within 18 months.
  • Was in charge of billing, collection, and reporting for an office that generated over $4 per year.
  • Was in charge of client and personnel appointment scheduling and itinerary coordination.
  • Allocated staff to high-priority campaigns, resulting in an increase in sales conversions by $9 within three years.
  • Tracked and recorded expenses and reconciled accounts to keep accurate, current, and compliant financial records.
  • Achieved a 74% overall improvement in KPIs.
  • Organized physical files and digitized records so that authorized team members could update and retrieve them quickly.
  • Achieved results in 18 months.
  • Investigated and resolved a variety of issues that impacted executive leaders and business initiatives.
  • Supervised and guided new employees, and I responded quickly to questions, which improved understanding of job responsibilities on client relations and project management.

Summaries

  • With an organized approach and strong multitasking abilities, dedicated to maximizing customer satisfaction and exceeding business objectives.
  • 8 years of experience streamlining processes, managing talented team members, and performing team leadership by an educated professional.
  • Achieved 18% reductions in waiting times.
  • Excellent communicator and project manager with expertise in day-to-day operations, workflow improvements, and customer service.
  • To meet project objectives, prioritize projects and multitask effectively.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • In process, procedure, and policy improvement initiatives, the adroit professional exemplifies multidisciplinary managerial skill.
  • Accomplished Phone Room Supervisor.
  • In fast-paced environments, this tireless team player is known for remaining poised and calm.
  • Recruiting established talent in performance reporting and workflow optimization for Phone Room Supervisor.

Accomplishments

  • Created and enforced phone scripts that contributed to a 19% reduction in average handle time.
  • Analyzed call volume data and adjusted staffing schedules, leading to a 71% reduction in overtime costs.
  • Collaborated with IT to upgrade call center technology, resulting in 16% faster call processing times.
  • Collaborated with cross-functional teams to integrate CRM software that automated key processes, saving 18 hours per week.
  • Resolved product issue through consumer testing.
  • Reduced churn rates by 40% through a focused effort on increasing customer retention strategies and loyalty programs.
  • Trained and mentored new hires on call center operations, reducing new employee onboarding time by 15 days.
  • Introduced a reward system to recognize high-performing agents, resulting in an 45% increase in team morale and productivity.
  • Spearheaded team-building initiatives that increased employee engagement scores by 67% across the board.
  • Adjusted staffing levels dynamically, meeting increased call volume during peak periods while maintaining service level agreements.

Affiliations

  • Freemason
  • Customer Service Institute of America (CSIA)
  • International Ombudsman Association (IOA)
  • American Society of Safety Professionals
  • Phone Room Supervisors Network
  • Customer Experience Professionals Association (CXPA)
  • Sales Leadership Alliance (SLA)
  • Call Center Learning and Development Roundtable
  • Customer Service and Sales Association (CSSA)
  • Society of Women Engineers

Certifications

  • Supervisor Skills Development Certification - system
  • Six Sigma Green Belt Certification – Beacon Labs
  • Call Center Leadership Certification - standard
  • SHRM Certified Professional (SHRM-CP)
  • First Call Resolution Professional Certification (FCRP) - Lakeside Partners
  • Effective Team Management Certificate - category
  • Supervisory Skills for Improved Employee Relations Certification - Cedar Works
  • Customer Service Support Specialist Certification - Northwind
  • Microsoft Certified Systems Engineer (MCSE)
  • Call Center Quality Assurance Specialist Certification - program

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