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Skills

  • Customer loyalty improvement programs
  • Project implementation
  • Relationship development
  • MS Office
  • Workshop coordination
  • Supervision
  • Behavioral coaching
  • Operational improvement
  • Employee training
  • Business operations

Work Experiences

  • Analyzed post-call survey data and conducted root-cause analysis to address gaps, leading to a 18% decrease in negative feedback within one year.
  • Achieved a 17% improvement in productivity.
  • Collaborated with HR to facilitate career development workshops, increasing internal promotion rates by 55% in the 2020 period.
  • Achieved results in under several months.
  • Achieved results over 18 months.
  • Collaborated with senior management.
  • Boosted customer retention by 31%.
  • Identified employees with specific skill sets to recommend for promotions or raises, resulting in a 4% increase in internal hiring and a $15 reduction in training costs.
  • Achieved a 68% decrease in negative feedback within three years.
  • Championed leadership programs.

Summaries

  • Achieved a 62% improvement in repeat customer engagement.
  • Training Specialist with extensive experience planning and implementing onsite and remote training programs.
  • Achieved 22% fewer customer complaints.
  • Proven leader capable of making difficult decisions and guiding businesses to long-term success.
  • Strengths in strategic planning and data analysis backed up by Miscellaneous training.
  • Service Excellence Coach with 15 years of successful process improvement and strategic planning experience.
  • Costs were consistently reduced while profits were increased.
  • Service Excellence Coach with 16 years of experience in team leadership.
  • Within Miscellaneous, senior Service Excellence Coach and outstanding performer in budget management and risk assessment.
  • Achieved a 62% improvement in staff productivity.

Accomplishments

  • Introduced real-time feedback loops between service teams and customers, contributing to a 69% improvement in real-time issue resolution.
  • Resolved product issue through consumer testing.
  • Designed a service performance dashboard to track KPIs, enabling faster decision-making and achieving a 52% improvement in team productivity.
  • Negotiated and facilitated partnerships across key departments, ensuring alignment on service excellence objectives that led to 81% increased customer satisfaction.
  • Coaching interventions led to 28% increase in customer retention and improved customer NPS scores by 45% points within 6 months.
  • Built and executed a service improvement roadmap aimed at reducing customer churn, achieving a 54% reduction in turnover within 10 months.
  • Implemented a continuous improvement framework, reducing turnaround time for service escalations by 76% and significantly increasing case resolution rates.
  • Created a feedback loop system for continuous service improvement based on customer and employee inputs, leading to a 32% improvement in service quality scores.
  • Collaborated with leadership to drive key initiatives targeting process optimization, resulting in a 49% improvement in overall service delivery metrics.
  • Collaborated with marketing to build a seamless customer journey, leading to a 39% boost in brand loyalty scores and repeat customer rates.

Affiliations

  • Society of Human Resource Management
  • Association for Talent Development (ATD)
  • Operational Excellence Society
  • American Medical Informatics Association
  • Customer Retention and Loyalty Association
  • Institute of Customer Service
  • Organizational Development Network
  • Association for Supply Chain Management (APICS)
  • Society of Women Engineers
  • Emotional Intelligence Academy

Certifications

  • Certified ScrumMaster (CSM)
  • Customer Service Excellence - Certificate (Harbor & Co.)
  • CompTIA Security+
  • Lean Six Sigma Green Belt Certification
  • Certified Performance Management Professional (CPMP)
  • Essential Skills for Supervisors and Managers Certification
  • Salesforce
  • First Aid/CPR Certified
  • Certified Business Analysis Professional (CBAP)
  • Google Certified Professional Cloud Architect

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