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Skills

  • Pre-Employment Screening
  • Supervision
  • Talent management
  • Customer issue resolution
  • Project organization
  • Customer service operations integration
  • Training and development
  • Advanced Troubleshooting Techniques
  • First Aid/CPR
  • Customer education on product use

Work Experiences

  • Achieved a 37%-reduction in service response times.
  • Conducted a comprehensive audit of service center processes.
  • Upgraded a legacy HRIS system to new technology to minimize business impact.
  • Assisted in the launch of a new Jira, training fellow consultants and driving a 32% uptick in first-call resolutions.
  • Authored knowledge base articles on quality assurance, reducing call handling times by empowering customers to self-serve in 2018.
  • Collaborated with the marketing team.
  • Decreased live agent interaction by 69%.
  • Collaborated with IT to troubleshoot and resolve server issues impacting customer communication, resulting in 16 hours saved per week.
  • Served as a staff advocate, encouraging and assisting standard in identifying and resolving conflicts.
  • Created key performance indicators (KPIs) to track efficiency, resulting in a 48% reduction in average handle time over several months.

Summaries

  • Contributed to sales revenue growth of over $5 per quarter.
  • Collaborative Service Center Consultant.
  • Achieved a 49% customer satisfaction rating.
  • Contributed to a 38% drop in recurring inquiries.
  • Consistently driving innovation.
  • Within Miscellaneous, senior Service Center Consultant and outstanding performer in strategic planning and data analysis.
  • Achieved a 3-point boost in NPS.
  • Boosted service center productivity by 37%.
  • Service Center Consultant with 9 years of successful risk assessment and data analysis experience.
  • Adept at managing daily operations.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led pilot program for call deflection initiatives using self-service technology, resulting in 56% reduction in support request volumes.
  • Collaborated with senior engineers to implement AI-driven chatbots, resulting in 60% reduction in repetitive question support tickets.
  • Optimized call-center metrics by reducing service ticket backlog by 76% using newly implemented workflow automations.
  • Serviced more than 18 inbound calls monthly while maintaining an 69% CSAT score, ensuring superior customer experience.
  • Reduced average handle time (AHT) by 18% through targeted customer care training and script optimization.
  • Proactively identified customer trends by reviewing support tickets, created reports that led to 69% improvement in service delivery.
  • Trained newly recruited consultants on policy changes and customer service best practices, leading to improved performance assessments among the team.
  • Implemented feedback loop between call center agents and product team to address recurring issues, reducing related service tickets by 84%.
  • Collaborated with workforce management team to reduce rate of abandoned calls by 54%, leading to improved customer retention.

Affiliations

  • Project Management Institute
  • Freemason
  • MS Dynamics Users Group
  • National Contract Management Association (NCMA) — customer service specialization
  • Tech Support Leaders Collaborative (TSLC)
  • Customer Experience Professionals Association (CXPA)
  • American Medical Informatics Association
  • National Association of Social Workers
  • Customer Operations Group
  • International Customer Service Association (ICSA)

Certifications

  • Customer Service Excellence Certification Brightline
  • Certified Contact Center Professional (CCCP) – Vantage
  • Salesforce
  • Certified Information Systems Auditor (CISA) 2024
  • Cisco Certified Internetwork Expert (CCIE)
  • Google Analytics for Customer Satisfaction – 2021
  • HubSpot User Support Specialist Certification
  • ITIL Foundation Certification in IT Service Management
  • Certified Public Accountant (CPA)
  • Certified Business Analysis Professional (CBAP)

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