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Skills

  • Customer Relationship Management (CRM) Software Proficiency
  • Business operations
  • Customer Behavior Trend Analysis
  • Problem resolution
  • Microsoft Office Suite proficiency
  • Property insurance
  • Conflict resolution and de-escalation
  • Customer service
  • Data-driven decision making
  • Vision and dental insurance

Work Experiences

  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Aligned customer service with business goals.
  • Assisted in training new team members.
  • Contributed to a 48% improvement in first-call resolution.
  • Oversaw the delivery of category project by process team, which resulted in procedure.
  • Achieved a 41% incident-free record.
  • Advised senior management on customer service trends.
  • Acted as a liaison between departments.
  • Advised senior management on customer service trends, resulting in key policy changes that improved overall satisfaction by 44%.
  • Compiled and presented detailed reports to executives on key service metrics, contributing to strategic decision-making.

Summaries

  • Collaborative leader skilled in working cross-functionally with technical teams, resulting in a 64% reduction in system downtime via fast and efficient issue resolution.
  • Priority Assistant Agent with 7 years of successful team leadership and budget management experience.
  • Clear understanding of workflow optimization and data analysis as well as quality assurance training.
  • System Insurance Agent with superior cross-functional collaboration and budget management abilities.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Aligned customer service with business goals.
  • Achieved deadlines.
  • Collaborated across multiple departments.
  • Collaborative leader skilled in cross-functional teamwork.
  • Achieved a 22% incident-free record.

Accomplishments

  • Facilitated weekly meetings with logistics to review client issues, improving complaint resolution rates by 73%.
  • Designed workflow optimization strategies that shortened ticket resolution times by 28% and improved overall team productivity.
  • Created and distributed detailed performance reports that helped leadership identify key areas for service improvement and enhanced client relationships.
  • Led troubleshooting for client escalations involving confidential data, with a 18 month streak of error-free case management.
  • Collaborated with vendors to ensure seamless integration of third-party tools, improving real-time case visibility and reducing escalations by 41%. This enhanced problem-solving within product.
  • Utilized CRM tools to organize and track 17 client interactions, allowing for faster issue resolution and a 56% decrease in response times.
  • Documented and resolved procedure which led to process.
  • Digitized the client documentation process, cutting search times for high-priority case-related information by 59%. Achieved a consistent operational gain of 40%.
  • Monitored service-level agreements (SLAs), ensuring 49% adherence and improving client retention over 4 months.
  • Collaborated with senior management on 3 priority accounts to ensure alignment with client expectations, resulting in a 58% increase in client satisfaction.

Affiliations

  • National Association of Event Planners (NAEP)
  • International Association of IT Asset Managers (IAITAM)
  • Institute for Certified Business Consultants (ICBC)
  • Global Business Travel Association (GBTA)
  • International Institute of Business Analysis (IIBA)
  • International Association of Administrative Professionals
  • Help Desk Institute (HDI)
  • Admin Professional Alliance Group (APAG)
  • Society of Human Resource Management
  • Meeting Professionals International (MPI)

Certifications

  • Microsoft Office Specialist (MOS) - Word, Excel, and PowerPoint Proficiency by Lakeside Partners
  • Certified Information and Privacy Manager (CIPM) - method
  • Customer Success Manager Certification - Summit Group
  • Cisco Certified Network Associate (CCNA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Information Systems Security Professional (CISSP) - ISC2
  • CompTIA Security+
  • Certified Public Accountant (CPA)
  • Conflict Resolution and Mediation Certification - procedure, 2021
  • HubSpot Service Hub Certification - Summit Group, 2024

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