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Skills

  • Incident Management
  • Program evaluation
  • Customer-Centric Business Practices
  • Customer escalation handling
  • Energetic Leadership in Dynamic Environments
  • Workload prioritization
  • Problem resolution
  • Customer feedback analysis
  • Incident Resolution Improvement
  • Cross-functional team leadership

Work Experiences

  • Jira was delivered to customer locations by me.
  • Captured previously unreported data.
  • Conducted regular team workshops that enhanced collaboration, reducing inter-team conflicts by 23%.
  • Developed a reputation for punctuality and hard work.
  • Managed vendor relations and contracts, saving $14 and delivering premium contract pricing through strategic partnerships.
  • Answered 17 phone calls per two years to assist customers.
  • Achieved a 49% market share increase.
  • Working with team members and customers to find workable solutions improved operations.
  • Achieved results over 8 months.
  • Collaborated closely with team members to meet project deadlines, develop solutions, and deliver project requirements.

Summaries

  • Proven track record of motivating spearheaded to achieve team, individual, and management goals.
  • Adept at improving service times.
  • Looking forward to taking on a new challenge with a successful team.
  • Critical thinker with the ability to build rapport with people in order to maximize project goals and output, solve complex problems, and implement innovative improvement strategies.
  • Negotiation and multitasking skills are exceptional.
  • Addressed behavior bottleneck areas.
  • Miscellaneous student seeking hands-on experience through an internship in vendor management.
  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Achieved a 18% decrease in average response times.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.

Accomplishments

  • Successfully led a project to migrate legacy systems to system, reducing downtime by 80% and cutting costs by 13.
  • Implemented performance tracking dashboards that provided real-time visibility, boosting SLA compliance rates by 52%.
  • Established process audits for incident resolution, helping the team meet compliance requirements and reduce follow-up rate by 84%.
  • Designed and maintained a centralized resource library for service reps, reducing average task completion time by 83% through better knowledge sharing.
  • Secured President's Club for driving team achievement in customer satisfaction scores, reaching 46% above target goals for 2015.
  • Facilitated monthly cross-department forums to tackle service delivery challenges, resulting in 48% faster issue resolution and broader stakeholder engagement.
  • Created tailored client interaction protocols that decreased service complaints by 79% over 3 months, improving customer satisfaction metrics.
  • Established a feedback loop with key stakeholders to enhance service experiences, contributing to a 65% increase in customer retention rates.
  • Managed 12 high-priority incident escalations, reducing time-to-resolution by 31% through implementation of a streamlined support ticket process.
  • Reduced average first response time by 5 minutes/hours through performance coaching and workload allocation improvements.

Affiliations

  • Graduate, Lean Six Sigma Green Belt for Service Operations (2019)
  • Certified, Project Management Institute (PMI) for Service Operation Projects (2017)
  • Participant, Root Cause Analysis Forums & Think Tanks (2024)
  • Attendee, Cross-Departmental Collaboration Innovation Summit (2021)
  • Panelist, DevOps and Service Automation Conference (2021)
  • Attendee, Service Operations Best Practices Conferences (2017)
  • Certified, Workforce Training & Development Specialist (2016)
  • Member, Toastmasters Public Speaking for Service Leaders (2015 - Present)
  • Member, Service Incident Managers Association (2023 - Present)
  • Member, Operations Management Research Forum (2018 - Present)

Certifications

  • Certified Incident Manager (CIIM)
  • Certified Business Process Management Professional (CBPP)
  • Operations Management Leadership Program Certification
  • KCS v6 Practices Certification (Knowledge-Centered Service)
  • Certified Service Operations Professional (CSOP)
  • First Aid/CPR
  • CompTIA Cloud Essentials Certification
  • Lean Six Sigma Green Belt Certification
  • CompTIA Network+
  • SHRM Senior Certified Professional (SHRM-SCP)

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