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Skills

  • Process optimization
  • Employee retention
  • Customer service
  • Advanced mediation techniques
  • Team management
  • Cross-functional team leadership
  • Data Analytics for Issue Prediction
  • Problem resolution
  • First Aid/CPR
  • Conflict resolution

Work Experiences

  • Achieved high-resolution rates.
  • Attained 20% customer satisfaction rate.
  • Assumed ownership of metric escalations during critical service outages, driving a two years-based solution and full resolution at 59% customer satisfaction rate.
  • Advocated for and secured additional training resources for customer-facing teams, improving cross-department knowledge transfer, which reduced escalated ticket volumes by 73% over 2015.
  • Achieved results within several months.
  • Advocated for additional training resources.
  • Bolstered team performance.
  • Had an excellent attendance record and was always on time for work.
  • Affected 5 customers.
  • Achieved timely solutions that exceeded SLAs by 40%.

Summaries

  • Resolution Expert with 8 years of successful team leadership and performance reporting experience.
  • Interpersonal and conflict resolution skills are exceptional.
  • Accomplished Resolution Expert with a specialization in SLA adherence and complaint backlog reduction, known for decreasing average case resolution times by 51% while excelling in customer retention.
  • Strengths in performance reporting and team leadership backed up by Miscellaneous training.
  • Analytical Resolution Expert.
  • Data-driven, diligent, and hardworking, with a flexible and responsive mindset.
  • Clear understanding of team leadership and budget management as well as project management training.
  • Costs were consistently reduced while profits were increased.
  • Accomplished in mentoring teams and implementing service optimization strategies, this Resolution Expert achieved a 66% increase in first-call resolutions across a the past year span for Ironclad Systems.
  • Advocated for enhanced team training.

Accomplishments

  • Introduced a new follow-up procedure post-resolution, improving long-term customer retention by 17% over 7 months.
  • Mediated 17 interdepartmental disputes leading to enhanced collaboration and resulting in a 40% reduction in processing delays.
  • Developed and implemented continuous improvement strategies that reduced customer churn by 64% within 7 months.
  • Collaborated with cross-functional teams to refine customer service strategies, improving NPS (Net Promoter Score) by 63% in 2022.
  • Analyzed ticket trend data to identify emerging customer issues, leading to proactive solutions and a 53% drop in repeat complaints.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with IT to implement a technical monitoring solution for complex system outages, reducing downtime by 14 hours on average.
  • Actively participated in customer service improvement initiatives, consistently achieving customer satisfaction scores over 17% month-over-month.
  • Resolved high-complexity technical customer issues with a 63% first-time resolution, enhancing overall client trust and engagement.
  • Created a custom dashboard that tracked real-time customer escalations, reducing incident response times by 72%.

Affiliations

  • Service Quality Institute (SQI)
  • Customer Retention Specialists Circle
  • Society of Women Engineers
  • Jaycees
  • Certified Professional in Customer Relations (CPCR) program
  • National Association of Case Management (NACM)
  • Rotary International
  • International Association of Administrative Professionals
  • Process Excellence Network (PEX)
  • National Conflict Resolution Center (NCRC)

Certifications

  • ISO 10002 Complaint Management Certification
  • Customer Retention and Loyalty Specialist Certification
  • Certified Knowledge Manager (CKM)
  • Certified Business Analysis Professional (CBAP)
  • Certified Customer Service Trainer by ICSA
  • Zendesk Administrator Certification
  • Business Process Outsourcing (BPO) Management Certification
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Team Leader in Customer Support and Service
  • ITIL Foundation Certification (for service management)

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