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Skills

  • Employee onboarding and training
  • Team Leadership
  • Effective Communication (Internal & External)
  • Method equipment
  • Call quality monitoring
  • Cross-functional team facilitation
  • Process improvement
  • Performance optimization
  • Operational risk mitigation
  • MS Office

Work Experiences

  • Used method and system approaches to evaluate employee work and improve performance.
  • With ongoing training and close employee mentoring for new and less experienced team members, I was able to close knowledge gaps.
  • Achieved a 33% reduction in service bottlenecks.
  • Aided in category decision-making.
  • Analyzed the final results to determine quality levels and isolate the root causes of any flaws that were discovered.
  • Achieved a 21% decrease in complaints.
  • Adjusted supply levels to keep stock within ideal parameters for anticipated demand.
  • Achieved zero downtime.
  • Was in charge of new employee training, licensing, and vehicle inspections.
  • Obtained pricing information from a variety of vendors to support cost-effective purchasing.

Summaries

  • Service Center Coordinator with 12 years of successful strategic planning and performance reporting experience.
  • Accomplished Service Center Coordinator adept at implementing new service strategies through cross-departmental collaboration, achieving up to 71% improvement in workflow efficiency and customer retention.
  • Consistently exceeded performance KPIs.
  • Experienced Service Center Coordinator with proven safety management and performance optimization skills gained in category environments.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • With over 14 years of experience successfully managing front-line system operations, I am a gifted leader and analytical problem-solver.
  • Analytical Service Center Coordinator skilled in KPI reporting and real-time performance monitoring, driving service performance improvements and exceeding quarterly targets by 40%.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Adaptable Service Center Coordinator.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.

Accomplishments

  • Created and facilitated regular training workshops for service center staff, resulting in 52% improved first-call resolution rates.
  • Enforced service-level agreements (SLAs) resulting in 79% of customer issues being resolved within agreed timelines.
  • Reduced onboarding time for new employees by 34% through revision of training materials and improved mentorship programs.
  • Collaborated with IT department to implement a new ticketing system, increasing ticket resolution speed by 40%.
  • Collaborated with team of 5 in the development of system.
  • Authored policies that aligned inter-departmental communication, reducing friction between internal teams and lowering service resolution time by 65% minutes.
  • Successfully reduced complaint escalation by 64% within first six months through streamlined resolution processes and enhanced internal communication.
  • Analyzed monthly call center performance metrics, identifying opportunities for improvement and driving initiatives that reduced wait times by 48% minutes.
  • Managed cross-functional collaboration with sales, engineering, and operations teams to ensure a seamless experience for service center users.
  • Led a team of 17 service representatives to resolve over 13 customer cases monthly, improving overall customer satisfaction by 48%.

Affiliations

  • International Customer Service Association (ICSA)
  • Institute of Customer Service (ICS)
  • International Association of Administrative Professionals (IAAP)
  • American Business Women's Association (ABWA)
  • Association for Supply Chain Management (APICS)
  • National Association of Service Managers (NASM)
  • American Production and Inventory Control Society (APICS)
  • International Council of Nurses
  • American Medical Informatics Association
  • American Society of Safety Professionals

Certifications

  • CompTIA Network+
  • Project Management Professional (PMP)
  • Certified Customer Service Leader (CCSL)
  • Microsoft Office Specialist: Excel Associate
  • Certified Professional in Supply Management (CPSM)
  • Certified Team Leader (CTL)
  • Certified ScrumMaster (CSM)
  • Six Sigma Green Belt
  • SHRM Certified Professional (SHRM-CP)
  • Cisco Certified Network Associate (CCNA)

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