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Skills

  • Staff training/development
  • Customer service
  • Client Retention Programs
  • Service Quality Improvement
  • Contingency planning and risk management
  • Employee reviews
  • Inventory management
  • Team management
  • Vendor relationship management
  • Change management in service environments

Work Experiences

  • By evaluating the effectiveness of procedure and process projects, I was able to increase profits.
  • Worked directly with management, Service Operations Assistant Managers, and the method department to brainstorm, discuss strategy, and mitigate procedure issues.
  • Employees were delegated program daily tasks, which streamlined daily progress and efficiency.
  • Used performance data to evaluate and improve operations, as well as forecast needs and target current business conditions.
  • Devised, implemented, and tracked processes to improve long-term business success and profit margins by 9%.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Worked to establish key internal functions and outline the scope of positions for the new organization by recruiting, hiring, and training initial personnel.
  • Organized the past year leadership workshops to teach team members about productivity best practices.
  • Played a key role in organizational transformation and implementation, and I was a part of a number of large-scale corporate restructurings that were successful.
  • Achieved Excellence Award for outstanding customer service management.

Summaries

  • Professional with exceptional sales, project management, and data analysis abilities.
  • Clear understanding of process improvement and team leadership as well as performance reporting training.
  • Successful and innovative Executive Manager with extensive experience and a track record of re-energizing and restructuring organizations, developing strategic initiatives, and seizing new business opportunities.
  • Accomplished in overseeing service teams and implementing strategic improvements, delivering 66% gains in on-time service delivery and reducing workforce costs by 84%.
  • Strengths in workflow optimization and stakeholder engagement backed up by Miscellaneous training.
  • Expertise in technology and product development.
  • Strong track record of developing precise and targeted business operations plans, managing procedure areas, evaluating performance, and implementing change.
  • Focused on ensuring smooth financial, personnel, and operational operations.
  • A seasoned Service Operations Assistant Manager with a talent for optimizing service workflows and delivering 42% improvements in productivity through innovative scheduling and resource management.
  • Known for leading standard employees to complete initiative tasks and for success in program industries.

Accomplishments

  • Reduced service response times by 33% through the introduction of cloud-based field service management systems.
  • Increased employee engagement scores by 16% after revamping internal communication channels and staff feedback mechanisms.
  • Documented and resolved standard which led to procedure.
  • Collaborated with leadership on strategy formulation, aligning operational workflows with company goals, achieving a 68% increase in delivery consistency.
  • Successfully handled escalated customer complaints, enhancing customer satisfaction by 43% and decreasing repeat complaints by 59%.
  • Established a data-driven decision-making framework, enhancing service performance tracking and decreasing reaction time to operational issues.
  • Directed a process improvement initiative that cut average service delivery time by 53% hours, improving overall customer satisfaction.
  • Optimized resource allocation and budget management strategies, resulting in a cost savings of $2 annually.
  • Partnered with the training and development team to roll out a new learning system for service managers, improving front-line response times by 21%.
  • Monitored and analyzed departmental KPIs, driving a 84% improvement in overall team performance through targeted interventions.

Affiliations

  • International Customer Service Association
  • American Society for Quality (ASQ)
  • American Marketing Association
  • American Management Association (AMA)
  • American Society of Safety Professionals
  • Jaycees
  • Customer Service Training Institute
  • Certified Managers International Association (CMIA)
  • Institute of Management Consultants (IMC USA)
  • Women in Operations Leadership Association

Certifications

  • CompTIA A+ Technician
  • Certified Customer Service Manager (CCSM)
  • ServSafe
  • Six Sigma Green Belt Certification by Northwind
  • Certified Professional in Supply Chain Management (CPSCM)
  • Certified in Risk and Information Systems Control (CRISC)
  • OHSAS 18001 Occupational Health and Safety Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified KPI Professional by Brightline
  • First Aid/CPR Certified

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