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Skills

  • Incident closure rate improvement
  • Data-driven decision making
  • Service standard compliance
  • First-Time Fix Rate Improvement
  • Key holder experience
  • Multi-line phone talent
  • Sales expertise
  • CRM
  • Medical terminology knowledge
  • Escalation procedure management

Work Experiences

  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Facilitated standard orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Handled over 6 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Kept up to date on product and service changes.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Assisted and cross-trained other customer service managers.
  • Collaborated with vendors to plan more than 10 daily pickups and weekly deliveries.

Summaries

  • Salesforce and framework techniques have been taught to me.
  • Problem Manager with 7 years of successful vendor management and workflow optimization experience.
  • Offering 11 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Customer Service Representative with 15 years of retail experience in fast-paced, team-oriented environments.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Committed to providing world-class customer service while remaining professional.

Accomplishments

  • Identified recurring issues in IT systems through trend analysis, resulting in a 29% decrease in system downtimes over 18 months.
  • Championed cross-team collaboration post-major incidents, boosting collective alignment and reducing service interruptions by 35%.
  • Conducted in-depth service impact analysis after priority incidents, identifying infrastructure inefficiencies that reduced identified risks by 54%.
  • Led initiative to improve problem handovers by optimizing documentation and escalation procedures, cutting transfer time by 18 minutes on average.
  • Implemented continuous improvement frameworks to analyze major incidents, leading to more accurate root-cause analysis and reducing the recurrence of issues by 69%.
  • Introduced service health monitoring dashboards, enabling real-time visibility into key services and reducing reporting latency by 8 minutes.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led a task force addressing recurring high-severity incidents, reducing their impact by 66% through targeted root-cause mitigations.
  • Managed a portfolio of 6 major incidents annually, ensuring all issues were resolved within agreed SLAs, boosting client satisfaction by 82%.
  • Optimized the critical problem documentation process, reducing errors by 49% and speeding up handover time by 9 minutes, improving overall workflow efficiency.

Affiliations

  • Lions Club
  • Certified Knowledge Manager (CKM) via Beacon Labs
  • Certified in Problem Management from initiative
  • Global Information Assurance Certification (GIAC) Holder for Incident Management
  • Member of the Association for Computing Machinery (ACM)
  • IT Service Management Forum (itSMF) International
  • Certified ITIL Practitioner 2018
  • Jaycees
  • Founding member of standard Problem Management Meetup Group
  • Association for Computing Machinery

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Apple Certified Associate (ACA)
  • Certified Problem Manager (CPCM) Brightline
  • Project Management Professional (PMP) - PMI
  • Lean IT Leadership Certification Meridian
  • Certified in the Governance of Enterprise IT (CGEIT)
  • Certified Cloud Security Professional (CCSP) – (ISC)²
  • Certified ScrumMaster (CSM) – Scrum Alliance
  • Project Management Professional (PMP)
  • Certified Business Analysis Professional (CBAP)

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