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Skills

  • Documentation and control
  • Communication and Interpersonal Skills
  • First Aid/CPR
  • Stakeholder engagement
  • Time management and prioritization
  • Business operations
  • Workflow planning
  • Client Feedback Systems
  • Customer complaint resolution
  • Budgets

Work Experiences

  • Achieved consistently high performance ratings from customers.
  • Achieved results over 6 months.
  • Automated key customer service protocols.
  • Gathered and analyzed administrative cost data in order to prepare one year budgets for corporate management.
  • Achieved a 28% reduction in errors.
  • Analyzed satisfaction trends.
  • Intervened between Premium Services Supervisors during arguments and diffused tense situations using vendor management and quality assurance.
  • Achieved this over the past year.
  • Automated key customer service protocols using metric, saving 10 man-hours per week and decreasing response delays.
  • Improved the organization's payment collection, AP/AR, deposit, and recordkeeping systems.

Summaries

  • Meticulous Premium Services Supervisor capable of creating exceptional communications, presentations, and spreadsheets that meet a variety of administrative needs using Asana.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Costs were consistently reduced while profits were increased.
  • Miscellaneous administrative office management, related regulatory guidelines, and team leadership certified CPA and Premium Services Supervisor.
  • Excellent communicator and project manager with expertise in day-to-day operations, workflow improvements, and customer service.
  • SAP expert with database management experience.
  • Achieved Innovation Award recognition by upper management.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Premium Services Supervisor who is self-motivated and has demonstrated leadership, organizational, and customer service skills.
  • Implemented workflow optimization techniques that increased productivity, reduced labor costs, and maintained business integrity and service quality.

Accomplishments

  • Enhanced premium services communication channels, decreasing inbound escalations by 17%.
  • Trained 4 new hires in customer service standards, resulting in a 61% decrease in onboarding duration.
  • Documented and resolved metric which led to category.
  • Awarded Employee of the Year for excellence in team management and customer satisfaction in 2015.
  • Collaborated with team of 11 in the development of standard.
  • Executed a data-driven hiring plan aligned with service needs, reducing application review times by 42%.
  • Partnered with IT and development teams to integrate new procedure, improving customer query resolution by 18%.
  • Increased customer satisfaction by 64% by leading service improvement initiatives and optimizing response workflows.
  • Developed and implemented staff training programs, leading to a 72% reduction in average response times.
  • Implemented quality assurance protocols, raising team adherence to service standards by 49% and earning President's Club for excellence.

Affiliations

  • Certified Customer Experience Professional (CCXP)
  • International Council of Nurses
  • National Association for Business Economics (NABE)
  • Professional Association for Retail Executives (PARE)
  • International Association for Customer Service (IACS)
  • American Society of Safety Professionals
  • Certified Professional in Training Management (CPTM)
  • Business Leadership Development Institute (BLDI)
  • Toastmasters
  • American Medical Informatics Association

Certifications

  • Google Certified Professional Cloud Architect
  • CompTIA Security+
  • Salesforce
  • Certified in Customer Service Leadership (CCSL)
  • Advanced Vendor Relations and Purchasing Techniques Certification
  • SHRM Certified Professional (SHRM-CP)
  • MSP (Managing Successful Programmes) Foundation Certification
  • CompTIA Customer Service Skills Certification
  • Certified in IT Service Management (ISO 20000)
  • Apple Certified Associate (ACA)

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