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Skills

  • Data Management
  • Relationship development
  • Data entry
  • MS Office
  • Process optimization
  • Client Feedback Systems
  • Communications
  • Documentation and control
  • Strategic planning and execution
  • Client Relationship Management (CRM)

Work Experiences

  • Was in charge of client and personnel appointment scheduling and itinerary coordination.
  • Adopted Salesforce.
  • Automated key customer service protocols.
  • Organized physical files and digitized records so that authorized team members could update and retrieve them quickly.
  • Achieved promotions within 6 months.
  • Achieved results over 2022.
  • Was in charge of the supervisor's schedule and appointments, as well as streamlining the scheduling process.
  • Completed 13 employees' bi-weekly payroll.
  • Analyzed survey results and implemented actionable improvements, boosting customer satisfaction at premium touchpoints by 21%.
  • Was in charge of the office inventory, which included ordering and requisitions, stocking, and receiving shipments.

Summaries

  • Thorough and dependable Office Worker with excellent administrative skills and a strong Miscellaneous background.
  • Achieved 83% improved SLA compliance across all premium service accounts.
  • Accomplished services supervisor.
  • Costs were consistently reduced while profits were increased.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • With 18 years of Miscellaneous experience, I am a well-organized Administrative professional with excellent multitasking abilities.
  • Excellent communicator and project manager with expertise in day-to-day operations, workflow improvements, and customer service.
  • Accomplished services supervisor known for delivering consistent results in process improvements, saving the organization $8 annually through effective vendor negotiations.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.

Accomplishments

  • Increased customer satisfaction by 64% by leading service improvement initiatives and optimizing response workflows.
  • Instituted monthly feedback sessions, which fostered a 50% increase in team engagement and morale.
  • Streamlined workflows for account management, reducing staff task redundancy by 52% and saving 11 hours weekly.
  • Implemented quality assurance protocols, raising team adherence to service standards by 49% and earning President's Club for excellence.
  • Implemented real-time feedback mechanisms, leading to a 41% improvement in customer interactions within 6 months.
  • Restructured service protocols to minimize downtime, elevating service efficiency by 22%.
  • Monitored service performance dashboards in real-time, making data-driven adjustments achieving a 70% improvement in response times.
  • Expanded customer loyalty program, resulting in a 6% boost to customer re-engagement and sales.
  • Trained 4 new hires in customer service standards, resulting in a 61% decrease in onboarding duration.
  • Created cross-training programs across departments, increasing process flexibility and reducing absentee disruption by 70%.

Affiliations

  • National Retail Federation (NRF)
  • Sales Management Association (SMA)
  • Professional Association for Customer Engagement (PACE)
  • Project Management Institute (PMI)
  • Freemason
  • International Association for Six Sigma Certification (IASSC)
  • National Management Association (NMA)
  • Customer Experience Professionals Association (CXPA)
  • International Association of Administrative Professionals
  • Center for Service Leadership (CSL)

Certifications

  • Certified Public Accountant (CPA)
  • CompTIA Customer Service Skills Certification
  • CompTIA Security+
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Conflict Resolution Manager from system
  • MSP (Managing Successful Programmes) Foundation Certification
  • Certified Supplier Management Professional (CSMP) from standard
  • Customer Relationship Management (CRM) Certification from Tableau
  • Vendor Management Professional Certification (PMI Certification)
  • Certified Business Analysis Professional (CBAP)

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