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Skills

  • Communications
  • Planning and coordination
  • Customer service
  • Opening and closing procedures
  • Data-driven decision making
  • Service operations management
  • Business operations
  • Teardowns experience
  • Preparation oversight
  • Cross-functional team leadership

Work Experiences

  • Redesigned the new employee training program to reduce training time by 7%.
  • Boosted service approval ratings by 38%.
  • Boosted team productivity by 75%.
  • Achieved 45% increase in service team productivity.
  • Achieved a 36% increase in staff engagement scores.
  • Reduced waste by 18% by effectively training employees, introducing standard programs, and effectively managing employee mistakes.
  • Championed a company-wide initiative.
  • Analyzed customer data trends.
  • Co-created service improvement strategies.
  • Calculated supply needs based on historical needs and projected business levels, taking into account special local events such as sporting events.

Summaries

  • Active leader with excellent communication and collaboration skills.
  • Ensured efficient kitchen operations in order to produce delectable and appealing dishes that exceeded guest expectations.
  • Motivating leader who has built and managed category teams in the past.
  • Experienced Service Experience Manager with a proven track record of developing and leading successful restaurant teams that serve over 6 customers per day.
  • ServiceNow and Power BI experts with exceptional interpersonal skills.
  • Project management in framework settings and team leadership in client relations settings.
  • With extensive knowledge of Jira, I've been trained in system management.
  • Knowledgeable about safety and sanitation regulations, as well as the best inventory management strategies.
  • High-energy culinary professional with exceptional planning and leadership skills.
  • Skilled at cutting costs without sacrificing quality and keeping a close eye on employees to ensure excellent service.

Accomplishments

  • Conceptualized and deployed an automated ticket prioritization system, decreasing average issue resolution time by 77% and boosting employee productivity in a fast-paced environment.
  • Collaborated with product teams to ensure seamless post-sale service experience, resulting in a 84% increase in service renewal rates for high-value clients.
  • Directed a large-scale service transformation project, revamping back-end operations and slashing customer complaint resolution times by 59%. Employee morale improved by 25% as a direct result.
  • Coached a geographically distributed service team, ensuring alignment on global service systems and reducing disparity in customer experiences across 17 regional offices.
  • Reduced operational expenses by $65,000 annually by revamping scheduling processes and optimizing resource allocation for peak hours.
  • Implemented technology that drove a 36% reduction in manual processes and centralized all customer communications, providing a single source of truth.
  • Optimized team performance by launching a staff training program, leading to a 45% improvement in first-contact resolution (FCR) rates within 6 months.
  • Successfully spearheaded an employee recognition program that boosted morale and resulted in an 6 point increase in employee satisfaction metrics.
  • Implemented data-driven staffing models, significantly improving workforce utilization and reducing customer wait times by 42%. Achieved a 42% improvement in service level agreements (SLAs).
  • Developed a team performance scorecard, tracking key metrics, including service quality and efficiency. Achieved a 26% increase in overall operational performance.

Affiliations

  • Member, Association for Talent Development (ATD) – Employee Engagement Initiatives
  • Participant, Global Experience Management Summit – 2020
  • Member, Society of Human Resource Management (SHRM) – Organizational Behavior and Culture
  • Recipient of Customer Service Excellence Award, 2016 – Columbus
  • Affiliate, Performance Management Institute – Metrics and KPIs for Customer Success
  • Member, Customer Experience Professionals Association (CXPA)
  • Affiliated, Harvard Business Review Advisory Council – Service Management Insights
  • Member, American Management Association (AMA) – Service Excellence Group
  • Active member, International Customer Service Association (ICSA)
  • Certified Member, American Society for Quality (ASQ) Scrum Master – Customer Experience Improvement

Certifications

  • CompTIA A+ Technician
  • Customer Service Certificate by Alison, 2021
  • Managing Customer Retention Certification by eCornell
  • Lean Management Certification
  • Certified Customer Support Excellence Specialist by The Success League
  • Certified Call Center/Help Desk Manager by ICMI (International Customer Management Institute)
  • Certified Public Accountant (CPA)
  • Apple Certified Associate (ACA)
  • CompTIA Security+
  • Certified Customer Service Trainer by Call Center School

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