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Skills

  • Contract compliance management
  • Route dispatch
  • International sales support
  • Retail materials management
  • Staff education and training
  • Stock management
  • ITIL best practices for SLA management
  • Order fulfillment
  • Change management for SLA updates
  • Sales expertise

Work Experiences

  • Kept up to date on product and service changes.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Processed 7 invoices and mailed documentation to clients each the past year.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Increased the team's revenue by over $15 in sales.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Collaborated with vendors to plan more than 5 daily pickups and weekly deliveries.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Was quick to respond to potential customers' questions and requests.
  • Welcomed, greeted, and assisted customers, generating $10 in the past year revenue in a high-traffic store.

Summaries

  • Service Level Coordinator with 16 years of successful strategic planning and client relations experience.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to category regulations and process department guidelines.
  • Clear understanding of strategic planning and client relations as well as workflow optimization training.
  • Strengths in client relations and strategic planning backed up by Miscellaneous training.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Achieved success in providing unsurpassed customer service.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Service Level Coordinator with 6 years of experience in dealing with customer requests and concerns.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.

Accomplishments

  • Analyzed 5 weekly SLA performance reports, providing actionable insights that contributed to a 68% increase in policy adherence.
  • Enhanced operational metrics by aligning reporting processes with up-to-date SLA terms, improving standard compliance by 79%.
  • Collaborated with team of 6 in the development of category.
  • Collaborated with stakeholders to implement SLA monitoring tools, which contributed to an method for the company's overall customer engagement strategy.
  • Led the integration of new service management software, which improved SLA monitoring efficiency by 58% and reduced manual tracking efforts.
  • Streamlined client onboarding processes by redesigning the SLA alignment protocol, resulting in a 31% decrease in the time to first support response.
  • Coordinated team efforts during critical incidents, enabling resolution within the specified SLA time frame in 57% of cases.
  • Trained and mentored a team of 6 in SLA reporting and adherence, resulting in an overall compliance increase of 82%.
  • Continually reviewed and optimized SLA guidelines, ensuring clarity and achieving 74% compliance within Columbus.
  • Established customer feedback loops, leading to a 30% improvement in service response times for SLA-bound support cases.

Affiliations

  • American Marketing Association
  • Member of the Contract Management Association to better understand service agreements and client contract terms.
  • Partnered with the Customer Experience Professionals Association (CXPA), providing insights into customer satisfaction and SLA improvements.
  • Joined the Cloud Service Management Association, aligning cloud-based operational SLAs with business strategy.
  • American Medical Informatics Association
  • Active participant in the Institute of Service Excellence 2020, focusing on operational excellence for customer-facing services.
  • Affiliated with the Customer Support Professionals Organization, emphasizing improvements in high-priority issue resolution.
  • Member of the Technology Support Professionals Association, working towards optimized service levels and reduced response times.
  • International Association of Administrative Professionals
  • Member of the International Association of Business Process Management (ABPMP) to enhance contract compliance strategies.

Certifications

  • Certified in IT Service Management (CITSM)
  • Certified Public Accountant (CPA)
  • Cisco Certified Network Associate (CCNA)
  • Microsoft Certified Systems Engineer (MCSE)
  • Lean Six Sigma Green Belt Certification
  • Certified Customer Service Professional (CCSP)
  • Certified Service Delivery Manager (CSDM)
  • Certified Process Improvement Associate (CPIA)
  • CompTIA A+ Technician
  • Service Level Agreement (SLA) Best Practices Certification

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