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Skills

  • Data organization
  • Online training experience
  • Regulatory compliance
  • Customer service excellence
  • Problem resolution
  • Process improvement
  • Organization
  • Change Management
  • Supervision
  • Data analysis background

Work Experiences

  • Analyzed customer feedback trends.
  • Contributed to a 60% increase in customer retention.
  • Collaborated with team leaders across departments.
  • Achieved results within 2017.
  • Collaborated with frontline teams.
  • Created high-impact training guides.
  • Created new training programs for staff, including online modules, interactive software, language labs, and online programs, as well as providing ongoing training.
  • Examined the company's training methods and made changes to address issues, improve efficiency, and achieve training objectives, resulting in standard.
  • Collaborated with HR to implement employee wellness programs, reducing sick leave by 49% and increasing productivity.
  • Organized workshops for employees to help them better understand the company's mission, streamline daily operations, and align employee and company priorities.

Summaries

  • Achieved a 27% decrease in service errors.
  • Experienced Training Specialist with a track record of success in process improvement instruction spanning 15 years.
  • Achieved certification within 18 months.
  • Achieved a 80% reduction in service errors.
  • With effective training programs, we aim to maximize employee performance, team productivity, and quality assurance.
  • Known for team leadership and a goal-oriented mindset.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Clear understanding of project management and budget management as well as cross-functional collaboration training.
  • Achieved an average 84% increase in team KPIs.
  • Skilled Training Specialist who is very good at conducting individual and group training sessions on process, procedure, and standard.

Accomplishments

  • Collaborated with leadership on service improvement strategies, contributing to a 19% increase in customer Net Promoter Scores (NPS).
  • Successfully onboarded 7 new customer service associates within the past year, maintaining a consistent 39% adherence to company standards.
  • Incorporated feedback loops into daily operations, improving resolution effectiveness by 65% compared to the previous period.
  • Successfully rolled out a new coaching model that led to a 63% decrease in escalations and a 43% boost in customer loyalty.
  • Collaborated closely with IT to implement new service software, improving performance metrics by 85%.
  • Decreased team absenteeism by 54% through a robust employee wellness initiative and open communication channels.
  • Documented and resolved category which led to metric.
  • Automated recurring customer service tasks using Asana, freeing up 11 hours weekly and improving task efficiency.
  • Developed new metrics tracking dashboards using Asana, streamlining reporting and improving decision-making for senior management.
  • Organized workshops focused on soft skills and conflict resolution, increasing customer satisfaction scores by 45% points.

Affiliations

  • Society of Women Engineers
  • International Association of Coaching (IAC) - Pursuing certification in advanced coaching.
  • International Council of Nurses
  • Certified Revenue Cycle Executive Program - Credentialed in service training for financial services and customer engagement.
  • International Association for Continuing Education and Training (IACET) - Maintaining certification in ongoing employee skills development.
  • Global Business Travel Association (GBTA) - Attended workshops on improving client-facing service efficiency.
  • Lions Club
  • American Society of Safety Professionals
  • Society for Human Resource Management (SHRM) - Active participant to stay updated on HR best practices.
  • Global Workplace Wellness (GWW) - Focused on employee mental wellness and stress management training.

Certifications

  • Certified Public Accountant
  • Accredited Customer Service Leader (ACSL) - Summit Group
  • Certified Agile Service Manager (CASM) - Ironclad Systems
  • Project Management Professional (PMP)
  • Cisco Certified Network Associate (CCNA)
  • Certified Customer Service Professional (CCSP) - Vantage
  • Advanced Problem Solving and Decision Making Certification - system
  • ServSafe
  • Salesforce
  • Online Training and Facilitation Certification - Harbor & Co.

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