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Skills

  • Planning and coordination
  • Strong verbal communication
  • Security systems
  • Invoice generation
  • Data Management
  • Process implementation
  • Pricing tool development
  • Team Leadership
  • MS Office
  • Staff development

Work Experiences

  • Observed employee performance and provided helpful feedback using online performance evaluation software.
  • Oversaw a service team of 18 Service Leaders by prioritizing tasks, one-on-one coaching, and performance reporting.
  • Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries.
  • Achieved a 65% improvement in average handle time.
  • Assisted various business groups with document organization and dissemination during acquisitions.
  • Worked with colleagues to organize training seminars and team-building activities.
  • Was in charge of opening and closing tasks like vendor management, project management, and stakeholder engagement.
  • Collaborated with the management team to create, develop, and implement a service strategy that reduced lag times by 16%.
  • Double-checked the data's accuracy and integrity.
  • Implemented marketing strategies that resulted in a 12% increase in the number of customers.

Summaries

  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.
  • Ability to recognize initiative issues and integrate process solutions to achieve category.
  • Program and system have a proven track record.
  • Multilingual and fluent in German and Japanese, with a strong grasp of cultural differences.
  • Service Leader and team leader with 14 years of experience in category settings.
  • Motivating leader who has built and managed category teams in the past.
  • Scrum Master certified
  • Proven track record of motivating improved to achieve team, individual, and management goals.
  • Negotiator with exceptional persuasion skills.
  • Effective leader capable of molding a team of experts through training, coaching, and morale building.

Accomplishments

  • Developed and executed a new customer feedback survey, leading to actionable insights that improved service efficiency by 73%.
  • Initiated performance reviews and guidelines that measurably improved team adherence to company service objectives and KPIs.
  • Monitored and analyzed post-service feedback to develop action plans for continuous improvement, reducing repeat queries by 53%.
  • Proactively resolved customer complaints by creating new escalation pathways, reducing negative feedback by 47%.
  • Created custom training modules on process, ensuring team proficiency and improving onboarding success rates by 76%.
  • Increased sales 3% over the past year.
  • Led the improvement of internal communication systems, seamlessly integrating CRM software to boost consistency in customer interaction outcomes.
  • Collaborated with IT and development teams to integrate service tools that improved system reliability and reduced downtime by 57%.
  • Partnered with cross-functional teams to define SLAs with vendors, maintaining a service uptime rate of over 13%.
  • Engaged with VIP clients to tailor personalized support strategies, improving retention rates among high-value accounts by 60%.

Affiliations

  • Member of the Global Association for Quality Management (GAQM), obtaining certifications in quality assurance relative to service operations.
  • Active membership in the International Customer Support Association (ICSA), sharpening key leadership and operations skills.
  • Participating in the Summit Group Service Action Group, pushing key initiatives in operational efficiency across departments.
  • Volunteer work organizing customer experience workshops through the Ironclad Systems, extending professional service competency to non-profit sectors.
  • Engaged with the Project Management Institute (PMI), completing certifications to improve service delivery and team efficiency.
  • Certified in Lean Six Sigma Green Belt, focusing on continuous improvement in service operations.
  • Contributing member of the Service Excellence Foundation, enhancing operational and service workflow innovation.
  • Achieved accreditation through the Certified Customer Experience Professional (CCXP) program to deepen comprehension of customer retention methodologies.
  • Proud member of the Society for Customer Experience & Engagement Professionals (SCEEP), emphasizing data-driven service solutions.
  • Continuous learning in workforce productivity optimization through seminars with the Association for Talent Development (ATD).

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • ISO 20000 Lead Auditor
  • Certified Business Analysis Professional (CBAP)
  • Customer Success Manager (CSM) Certified by Northwind
  • Chartered Wealth Manager (CWM), certified by the American Academy of Financial Management (AAFM)
  • Service Operations Excellence by process
  • Google Certified Professional Cloud Architect
  • ISO/IEC 27001 Lead Implementer
  • Certified Information Technology Infrastructure Library (ITIL) Expert
  • Certified Customer Service Leader (CCSL)

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