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Skills

  • Data-driven decision making
  • Time management and prioritization
  • Cross-functional team collaboration
  • Customer complaint analysis
  • Metric equipment
  • Agile methodology for resolution processes
  • Presentation design
  • Payroll and budgeting
  • Project organization
  • Customer escalation de-escalation techniques

Work Experiences

  • Hired, managed, developed, and trained employees, as well as set and monitor goals, conduct performance reviews, and pay employees.
  • Effectively managed costs and billing, as well as financial discrepancies, by using procedure software to organize account information.
  • Kept accurate, current, and compliant financial records by monitoring and addressing variances.
  • Achieved results over a one year-month period.
  • Investigated and resolved a variety of issues that impacted executive leaders and business initiatives.
  • Acted as escalation point for VIP client concerns.
  • Was in charge of billing, collection, and reporting for an office that generated over $17 per year.
  • Completed 13 employees' bi-weekly payroll.
  • Aligned resolution goals with product and logistics.
  • Was in charge of category files and records for 9 clients, as well as following security procedures to prevent data breaches and misuse.

Summaries

  • Accomplished Resolution Team Lead skilled in workforce development and proficiency training, leading to a 27% reduction in escalated cases through soft skills and conflict resolution coaching.
  • Thorough and dependable Office Worker with excellent administrative skills and a strong Miscellaneous background.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Costs were consistently reduced while profits were increased.
  • These abilities, as well as a strong work ethic, are available.
  • With 17 years of Miscellaneous experience, I am a well-organized Administrative professional with excellent multitasking abilities.
  • In fast-paced environments, this tireless team player is known for remaining poised and calm.
  • Excellent communicator and project manager with expertise in day-to-day operations, workflow improvements, and customer service.
  • Strengths in data analysis and cross-functional collaboration backed up by Miscellaneous training.
  • Accomplished Resolution Team Lead.

Accomplishments

  • Facilitated 4 process improvement initiatives that led to a 67% drop in unresolved cases within 6 months.
  • Implemented tiered training programs that upskilled 14 new hires, reducing turnover rate by 72%.
  • Awarded Innovation Award for achieving 35% overall satisfaction rate in 6 months as measured through internal KPIs and NPS scores.
  • Developed action plans to address initiative, enhancing team member engagement and improving NPS by 16%.
  • Led a case management team of 17, improving average case handling time by 50% through enhanced workflows and quality checks.
  • Effectively coordinated the resolution of 5 high-priority cases monthly, maintaining a complaint resolution rate of 16%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Launched an automated follow-up system that reduced customer inquiry lag by 64%, ensuring quicker case closures.
  • Documented and resolved category which led to standard.
  • Developed a standardized resolution process that improved team-wide issue resolution time by 50%.

Affiliations

  • International Institute of Business Analysis (IIBA)
  • American Medical Informatics Association
  • Project Management Institute (PMI)
  • Institute of Customer Service (ICS)
  • Lions Club
  • American Marketing Association
  • Customer Contact Week (CCW) Community
  • Rotary International
  • Project Management Institute
  • Customer Experience Leadership Forum (CELF)

Certifications

  • CompTIA Network+
  • Certified Public Accountant (CPA)
  • Complaints Handling Masterclass Certification by Northwind
  • Certified IT Support Professional by Harbor & Co.
  • Certified Scrum Product Owner (CSPO) 2015
  • Certified Support Manager from Service Strategies
  • Project Management Professional (PMP)
  • Professional Scrum Master (PSM) I Certification
  • ITIL Foundation Certification
  • Harvard Business School Leadership Principles 2021

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