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Skills

  • Customer dispute negotiation
  • After-action reporting
  • Cost-saving dispute negotiation
  • Coaching and team mentoring
  • Escalation management
  • Organization
  • Automated escalation tracking
  • Conflict resolution skills
  • CRM platform management
  • MS Office

Work Experiences

  • Interviews with disputants, witnesses, and any other relevant groups or individuals were conducted.
  • Transported Power BI to one year customer locations.
  • Saved $10 by putting in place cost-cutting measures that addressed long-standing issues.
  • Boosted resolution success metrics globally by 32%.
  • Customized a daily reporting process.
  • Achieved results over a one year period.
  • Achieved a 11 minute reduction in average handle time for difficult cases.
  • Created a feedback loop with Quality Assurance.
  • Conducted root-cause analysis of high-priority tickets.
  • Achieved a 57% drop in product returns.

Summaries

  • Creator of resolutions that balance customer satisfaction with cost-saving strategies, saving $3 in litigation or refunds while improving brand perception.
  • Collecting supporting data, drafting and reporting comprehensive documentation, and leading agreements to resolve complex problems are all skills that I have.
  • Resolution Supervisor is a multi-talented Resolution Supervisor who is consistently rewarded for planning and operational improvements.
  • Conducted progressive team training.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.
  • Cut case resolution times by 22%.
  • Achieved a 67% improvement in first-contact resolution.
  • Achieved a 57% increase in resolution efficiency.
  • In all cases, I am compelled to adhere to all applicable laws and ethical procedures.
  • Achieved efficiency improvements of 16%.

Accomplishments

  • Applied conflict resolution frameworks across 13 cases, leading to a consistent team resolution rate of 85%.
  • Reduced company liability by negotiating settlements on disputes valued at $4, saving legal costs while maintaining customer relationships.
  • Led conflict de-escalation training for a team of 16, achieving a 79% reduction in team disputes and improved team cohesion.
  • Utilized HubSpot to monitor performance and automate recurring tasks, reducing resolution turnaround time by 85%.
  • Successfully resolved disputes for QuickBooks at a 48% rate, creating a new standard procedure now adopted company-wide.
  • Implemented weekly case reviews and cross-departmental communication meetings, increasing resolution speed by 56% across all teams.
  • Developed Key Performance Indicators (KPIs) for resolution staff, increasing transparency and accountability leading to a performance boost of 23%.
  • Streamlined resolution processes, reducing average case handling time by 55% through the introduction of automated escalation tracking.
  • Improved operational reporting accuracy by 28% through the integration of Jira into the escalation management process.
  • Implemented personalized coaching sessions for resolution staff, resulting in performance improvement across 3 key metrics.

Affiliations

  • American Society of Safety Professionals
  • Employee Assistance Professionals Association (EAPA)
  • Customer Service & Support Leadership Network
  • Association of Talent Development (ATD)
  • National Conflict Resolution Center (NCRC)
  • Team Management Systems – TMS Network
  • Leadership and Management Network (LMN)
  • Lions Club
  • Customer Success Association
  • Society for Customer Intelligence (SCI)

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Advanced Certificate in Problem Solving & Decision Making - process
  • Salesforce
  • Complaint Handling & Dispute Resolution Certification - program
  • Managing Customer Complaints Certification - metric
  • ITIL Practitioner Certification - program
  • Apple Certified Associate (ACA)
  • ServSafe
  • Certified Public Accountant (CPA)
  • Certified Dispute Resolution Practitioner - Columbus

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