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Skills

  • Project management
  • Miscellaneous expertise
  • Data Management
  • Account development
  • Operational improvement
  • Process implementation
  • Team management
  • Relationship development
  • Scheduling understanding
  • Hardware evaluation

Work Experiences

  • Collaborated with retail representatives to improve product presentations and advertising collateral in order to increase sales.
  • Acquired 8 new customers, resulting in 9% revenue for the team.
  • Achieved year-end targets through proactive customer support across 18 key growth markets, securing $7 in recurring revenue.
  • Met sales and service targets of $13 by leveraging interpersonal communication skills and product knowledge to cultivate and secure new customer relationships.
  • Created boardroom and courtroom multimedia presentations that included video and text-synced depositions for better understanding.
  • Examined departmental documents to determine how they should be distributed and filed.
  • Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries.
  • Achieved a 16% reduction in service delivery times.
  • Implemented marketing strategies that resulted in a 12% increase in the number of customers.
  • Created multi-threaded admin web applications based on system.

Summaries

  • Excellent communicator and team player looking for a position as a QA analyst with a forward-thinking company.
  • Innovative
  • Financial analysis, reconciliation, mortgage collections, loan documentation, SBA liquidation, credit and risk management assessment, and customer service are all areas of expertise for me.
  • dependable self-starter looking for a position as a customer resolution specialist with a forward-thinking company.
  • Service Ambassador is articulate and driven to succeed.
  • Professional with risk assessment and budget management expertise who is organized and resourceful.
  • Deadline-driven
  • Service-driven
  • With 14 years of progressive experience in large-scale corporate banking environments, I am a highly analytical and results-driven banking professional.
  • Customer service specialist with 2 years of initiative experience who is dedicated and detail-oriented.

Accomplishments

  • Awarded 'Service Star' recognition in 2015 for exceptional training contributions that led to 68% higher customer retention.
  • Introduced a peer mentorship program that helped new hires achieve full productivity two years faster than previous cohorts.
  • Designed and executed virtual training sessions for Tableau, achieving 17% higher agent adherence to protocol.
  • Reduced team downtime by optimizing shift scheduling based on forecasted service demand, saving an average of the past year per day.
  • Used Salesforce to track client interactions and increase customer follow-up rates, contributing to 53% growth in repeat business.
  • Collaborated with cross-functional teams to resolve escalated service issues, resulting in a 44% reduction in service backlog.
  • Supported ServiceNow launches with comprehensive training workshops, leading to a 60% decrease in customer post-launch inquiries.
  • Developed a customer service training manual that increased agent onboarding speed by 32% while maintaining quality standards.
  • Trained 14 team members on updated HubSpot features, reducing miscommunication in client interactions by 61%.
  • Introduced a new ticket triage system, cutting response times by 54% and reducing escalations by 35% points.

Affiliations

  • Association of Information Technology Professionals
  • National Retail Federation (NRF)
  • American Marketing Association (AMA) – Customer Relations Division
  • Certified Customer Experience Professional (CCXP) PMP
  • Customer Experience Professionals Association (CXPA)
  • Society for Service Excellence (SSE)
  • Team Management Institute 2021 Portland
  • International Council of Nurses
  • Society of Human Resource Management
  • Jaycees

Certifications

  • Data-Driven Decision Making in Service Management Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • KPI Management and Reporting for Service Teams Certification
  • CompTIA Network+
  • Certified Professional in Customer Service Management (CPCSM)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Public Accountant
  • Professional Service Management (PSM) Certification
  • Customer Relationship Management (CRM) Certification by Northwind
  • Customer Service Excellence Certification by Lakeside Partners

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