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Skills

  • Customer Satisfaction Enhancement
  • Database administration
  • First Aid/CPR
  • Business operations
  • Process improvement
  • Payroll and budgeting
  • Bookkeeping
  • MS Office
  • Employee performance reviews
  • Data-driven decision making

Work Experiences

  • Built strong relationships with other departments such as product development which enabled faster resolutions for Microsoft Excel issues.
  • By automating client correspondence, record tracking, and data communications, I was able to improve office operations.
  • Built strong relationships with other departments.
  • Established and developed a highly efficient and dependable administrative team by providing ongoing coaching and motivation and fostering career advancement.
  • Championed the integration of Microsoft Excel to track customer issues, reducing incident reporting errors by 59%.
  • Was in charge of client and personnel appointment scheduling and itinerary coordination.
  • Intervened between Service Center Supervisors during arguments and diffused tense situations using client relations and project management.
  • Supervised and guided new employees, and I responded quickly to questions, which improved understanding of job responsibilities on quality assurance and stakeholder engagement.
  • Achieved improvement in one year.
  • Organized corporate and office conferences for company employees and guests.

Summaries

  • These abilities, as well as a strong work ethic, are available.
  • Support specialist and leader with advanced organizational, technical, and business acumen who is highly dependable, ethical, and trustworthy.
  • In process, procedure, and policy improvement initiatives, the adroit professional exemplifies multidisciplinary managerial skill.
  • Achieved a 62% decrease in overtime hours.
  • Clear understanding of vendor management and risk assessment as well as stakeholder engagement training.
  • Service Center Supervisor with 12 years of successful data analysis and project management experience.
  • Adaptable person with client relations and team leadership abilities.
  • Highly skilled in budget management terminology, as well as departmental payroll, budgeting, and AP/AR activities.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Excellent communicator and project manager with expertise in day-to-day operations, workflow improvements, and customer service.

Accomplishments

  • Guided the introduction of a new ticketing system that reduced average customer wait times by 59% and raised customer satisfaction score by 49% points.
  • Monitored and coached team members to meet and exceed performance KPIs, leading to overall department ranking in top 22% company-wide.
  • Streamlined call flows and identified inefficiencies, reducing average handle time (AHT) by 21% while maintaining service quality.
  • Established a cohesive coaching program for low-performing agents, resulting in 51% increases in productivity and reduced absenteeism.
  • Promoted team culture around problem-solving and initiative-taking, resulting in 74% faster resolution time for complex, technical issues.
  • Developed escalation management procedures that improved time-to-resolution by 49% and enhanced client satisfaction on critical issues.
  • Authored performance incentive plans that boosted team efficiency, leading to a 22% increase in service ticket closure rates.
  • Achieved Scrum Master compliance by creating standardized processes and engaging the team in continuous improvement audits.
  • Resolved product issue through consumer testing.
  • Led quarterly compliance reviews that achieved a 31% reduction in policy violations within the service team.

Affiliations

  • Occupational Safety and Health Association (OSHA) - Safety Leadership in Service Centers
  • Freemason
  • Worker Association for Multilingual Professionals (WAMP)
  • International Association of Administrative Professionals
  • National Institute for Automotive Service Excellence (ASE)
  • American Marketing Association
  • Retail Management Association (RMA)
  • National Retail Federation (NRF)
  • International Franchise Association (IFA) - Operational Excellence in Service
  • Certified Customer Experience Professional (CCXP)

Certifications

  • Certified Operations Specialist (COS)
  • Certified Schedule Planner (CSP)
  • Managerial Leadership Certification (MLC) - Northwind
  • Root Cause Analysis Training (RCA) Ironclad Systems
  • Certified Professional in Training Management (CPTM)
  • Certified Public Accountant (CPA)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Service Supervisor (CSS) - Harbor & Co.
  • CompTIA Security+
  • Certified Email Manager - initiative

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