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Skills

  • Team building
  • Leadership development and empowerment
  • Regulatory compliance
  • First Aid/CPR
  • Budgets
  • Customer-centric service models
  • Data-backed decision making
  • Customer service
  • Behavioral coaching
  • Team management

Work Experiences

  • Coached the Boston service team.
  • Boosted customer retention by 31%.
  • Championed leadership programs that empowered team leads to manage service bottlenecks more effectively, increasing operational throughput by 51% in under two years.
  • Contributed to overall team productivity lift of 51%.
  • Achieved a 3% drop in escalated calls.
  • Addressed gaps in feedback.
  • Achieved a 24% increase in compliance.
  • Coached the Austin service team, resulting in a 82% quarterly sales increase and enhanced customer loyalty.
  • Assessed service agents’ performance biweekly.
  • Kept track of process company and employee activities on a daily basis, identifying areas for improvement and putting plans in place to address them.

Summaries

  • Accomplished this in less than 18 months.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Working with managers to hone in on specific requirements is second nature to me.
  • Motivational Training Specialist eager to create effective training plans that meet the changing needs of the company and its employees.
  • Supportive Service Excellence Coach with in-depth knowledge of procedure industry practices and the ability to help standard companies achieve long-term success.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • With extensive knowledge of Power BI use and initiative industry procedures, he is an expert in standard and framework training.
  • Achieved a 62% improvement in staff productivity.
  • Looking to apply 18 years of experience in Miscellaneous to a dynamic role with Summit Group.
  • Achieved 22% fewer customer complaints.

Accomplishments

  • Facilitated career development workshops for 6 employees, driving a 62% increase in internal promotions over a 2019 period.
  • Led a service excellence working group tasked with enhancing response times and escalations, contributing to a 42% decrease in customer service resolution times.
  • Introduced tailored coaching frameworks for high-performing teams which resulted in a 33% uplift in customer satisfaction scores.
  • Led a cross-departmental initiative focused on identifying service quality gaps, resulting in a 16% improvement in first-call resolution rates within 2019 period.
  • Introduced a new onboarding program focusing on service excellence, reducing ramp-up time for new employees by 83% and improving first-year retention rates.
  • Implemented a continuous improvement framework, reducing turnaround time for service escalations by 76% and significantly increasing case resolution rates.
  • Introduced real-time feedback loops between service teams and customers, contributing to a 69% improvement in real-time issue resolution.
  • Reduced service complaints by 19% through the implementation of a proactive customer feedback mechanism and targeted staff coaching.
  • Led the development and rollout of a knowledge management system that reduced training time for new hires by 60% and improved service delivery consistency.
  • Developed and implemented a call de-escalation training program that increased resolution rates by 21% and reduced average escalations by 2 incidents per quarter.

Affiliations

  • Organizational Development Network
  • American Society of Safety Professionals
  • American Marketing Association
  • National Customer Service Association (NCSA)
  • International Association of Contact Center Management (IACCM)
  • Rotary International
  • Society for Human Resource Management (SHRM)
  • Association for Supply Chain Management (APICS)
  • Certified Professional in Learning and Performance (CPLP), ATD
  • Collegiate Employment Research Institute (CERI)

Certifications

  • Facilitation Skills Certification Lakeside Partners
  • Project Management Professional (PMP)
  • Customer-Centric Process Improvement Certification
  • Kaizen Practitioner Certification
  • NLP Practitioner Certification (for Coaching and Communication)
  • Certified Quality Improvement Associate (CQIA)
  • Certified Business Analysis Professional (CBAP)
  • CompTIA Security+
  • Customer Service Leadership Certificate 2022
  • Emotional Intelligence (EQ-i 2.0) Certification

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