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Rachel B.Applying for grad programs.

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Skills

  • Project implementation
  • Data-driven decision making
  • Training material development
  • Team management
  • Conflict resolution
  • Regulatory compliance
  • Escalation management
  • Customer Experience Transformation
  • Digital-first service models implementation
  • Complaint resolution

Work Experiences

  • Created a performance dashboard using ServiceNow.
  • Consistently exceeded client expectations by ensuring 33% adherence to quality service standards, leading to Outstanding Service Award.
  • Collaborated with IT and HR to roll out a new service platform, increasing performance efficiency and reducing ticket resolution time by 84%.
  • Championed a new digital-first service model.
  • Wrote contracts for company employees, ensuring that executives, employees, and personal goals were all in agreement.
  • Collaborated with team leaders across departments.
  • Created high-impact training guides.
  • Achieved results in 2024.
  • Achieved a 83% reduction in complaint resolution times.
  • Boosted individual KPIs by 63% within one quarter.

Summaries

  • Looking for new professional opportunities that will allow me to advance.
  • Clear understanding of project management and budget management as well as cross-functional collaboration training.
  • Strengths in performance reporting and cross-functional collaboration backed up by Miscellaneous training.
  • Achieved $17 annual savings.
  • Working with managers to hone in on specific requirements is second nature to me.
  • An outgoing personality with a hands-on, creative approach.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Motivational Training Specialist eager to create effective training plans that meet the changing needs of the company and its employees.
  • Achieved 42% improvement in first-contact resolution.
  • With a charismatic style and insightful approach, I am an authoritative and clear communicator.

Accomplishments

  • Designed specialized refresher training on compliance and policy, reducing noncompliance issues by 15%.
  • Collaborated with team of 10 in the development of initiative.
  • Documented and resolved category which led to metric.
  • Developed new metrics tracking dashboards using Asana, streamlining reporting and improving decision-making for senior management.
  • Drove client-service initiatives that enhanced the customer journey and increased overall satisfaction by 41% points.
  • Trained customer service agents on data analysis, reducing average handle time by 43% over a two years period.
  • Collaborated closely with IT to implement new service software, improving performance metrics by 85%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Facilitated team meetings to align operations with company strategy, which led to an overall 75% increase in customer retention.
  • Successfully rolled out a new coaching model that led to a 63% decrease in escalations and a 43% boost in customer loyalty.

Affiliations

  • Salesforce Trailblazer Community - Regular contributor, enhancing CRM usage across customer service teams.
  • International Council of Nurses
  • Project Management Institute (PMI) - Participating in process streamlining and simplification workshops.
  • Society for Human Resource Management (SHRM) - Active participant to stay updated on HR best practices.
  • American Society for Training and Development (ASTD) - Focus on continued learning in coaching and development.
  • Learning & Performance Institute (LPI) - Certificate holder in coaching performance metrics and KPIs.
  • Association for Talent Development (ATD) - Completed coaching certifications focused on employee development.
  • Customer Success Association (CSA) - Active in discussions on client relationship building and retention strategies.
  • Association of Information Technology Professionals
  • American Marketing Association

Certifications

  • Accredited Customer Service Leader (ACSL) - Summit Group
  • Project Management Professional (PMP)
  • Certified Performance Improvement Professional (CPIP) - Vantage
  • Cisco Certified Internetwork Expert (CCIE)
  • Online Training and Facilitation Certification - Harbor & Co.
  • Certified Trainer for Contact Center Operations - Harbor & Co.
  • Certified Emotional Intelligence Practitioner (CEIP) - metric
  • Customer Service Operations Certification - method
  • Professional Certificate in Conflict Resolution - method
  • Customer Support Quality Assurance Certification - Ironclad Systems

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