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Skills

  • Employee coaching
  • Conflict resolution
  • Shipping and receiving understanding
  • High-energy attitude
  • Product testing
  • Conflict mediation
  • Interpersonal and written communication
  • Project management
  • Report writing
  • Extremely organized

Work Experiences

  • Won
  • Exceeded three years service goals using customer service, sales, and employee management best practices.
  • Consistently outperformed my daily credit card application goals.
  • Got better.
  • Kept track of everything.
  • Measured yardage and looked for stray golf balls.
  • Conducted customer interviews for program issues and provided feedback to the management team.
  • Daily fuel inspections, including preloading and quality control, were something I helped with.
  • Used ServiceNow to complete cross-functional collaboration, which resulted in framework.
  • Had planned ahead.

Summaries

  • Versatile
  • Dedicated to identifying and implementing effective solutions that enhance customer relationships.
  • For future mailings and newsletters, the database has been updated with updated addresses and other alumni contact information.
  • Financial analysis, reconciliation, mortgage collections, loan documentation, SBA liquidation, credit and risk management assessment, and customer service are all areas of expertise for me.
  • Trained in the use of ServiceNow and has in-depth knowledge of workflow optimization.
  • Customer-focused, strategic-thinking salesperson with more than 20 years of experience in developing relationships, cultivating partnerships, retaining top accounts, and expanding profit channels.
  • Problem Solver with over 16 years of experience in service and support who is personable, friendly, and solution-oriented.
  • Adobe Creative Suite expert who excels at meeting and exceeding sales targets.
  • Ambitious
  • Work quickly to understand, document, and resolve customer issues, ensuring customer satisfaction while meeting stringent business goals.

Accomplishments

  • Developed a new customer retention strategy by analyzing usage data, saving the company 13 in churn-related losses annually.
  • Spearheaded a data-driven investigation into high customer churn rates, resulting in a 80% improvement in overall customer retention.
  • Initiated cross-departmental process improvement workshops that resulted in a 38% increase in project throughput.
  • Launched a defect tracking initiative for framework, cutting the product failure rate by 18% and improving overall quality.
  • Presented data-driven solutions to leadership, which led to a 8% reduction in operational costs over three fiscal quarters.
  • Designed a KPI dashboard for monitoring live system performance, reducing troubleshooting times by 74%.
  • Captained a root cause analysis project for addressing quality issues, slashing rework costs by 84%.
  • Led the development of a service-level KPI scorecard that enabled the team to improve service delivery time by 14% within one year.
  • Resolved product issue through consumer testing.
  • Created a real-time KPI reporting system, enabling faster executive decision-making and improving business agility.

Affiliations

  • Alumni of metric Leadership Program, supporting innovation and systematic approaches to problem resolution.
  • Contributing member of the Institute of Electrical and Electronics Engineers (IEEE) related to real-time monitoring and technology implementations.
  • Recipient of the Association for Talent Development (ATD) certification, specializing in team development and creating effective training programs.
  • Certified Agile Project Manager through standard, with successful application of Agile principles to accelerate project completion.
  • Completed OSHA from the Scrum Alliance, specializing in effective Scrum practices for complex problem-solving.
  • Active member of the Data Visualization Society, driving skills in creating visual tools like troubleshooting flowcharts for process optimization.
  • Associated with the Business Architecture Guild, working to enhance workflow integration and organizational decision-making.
  • Participant in the Operations Research Society of America (ORSA), advancing problem-solving techniques for large-scale operational issues.
  • Member of the Global Association of Risk Professionals (GARP), focusing on systems monitoring and risk mitigation strategies.
  • Engaged in the Negotiation and Leadership Network to enhance vendor relationship management and cost reduction strategies.

Certifications

  • Executive Certificate in Management and Leadership - process
  • CompTIA Security+
  • Certified Public Accountant (CPA)
  • Cisco Certified Internetwork Expert (CCIE)
  • Chartered Wealth Manager (CWM), certified by the American Academy of Financial Management (AAFM)
  • Certified Supply Chain Professional (CSCP) - program
  • Certified Business Analysis Professional (CBAP)
  • Certified Professional in Supply Management (CPSM) - Institute for Supply Management (ISM)
  • Agile Certified Practitioner (PMI-ACP) – Project Management Institute
  • Certified Problem and Incident Manager - Summit Group

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