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Skills

  • First Aid/CPR
  • Operational improvement
  • Business operations
  • Customer service excellence
  • Cost reduction and containment
  • Escalation protocol design
  • Vendor relationship management
  • Client complaint resolution
  • Business Planning
  • Data-driven decision making

Work Experiences

  • Accomplished this within 4 months.
  • Addressed inefficiencies.
  • Achieved a 34% boost in team productivity.
  • Achieved results within the first 6 months of deployment.
  • Reduced resource and time waste by directly addressing employee or production issues and implementing timely solutions.
  • Devised, implemented, and tracked processes to improve long-term business success and profit margins by 10%.
  • Achieved a 85% increase in Net Promoter Score (NPS).
  • Was in charge of the company's operations, which included hiring, training, development, scheduling, and supervision of employees.
  • Evaluated employee skills and knowledge on a regular basis, providing on-the-job training and mentoring to those who needed it.
  • Was in charge of supervising, coaching, and evaluating 4 category employees.

Summaries

  • While promoting safety and compliance, they were successful in keeping costs low and employee job satisfaction high.
  • Achieved a 38% boost in team productivity.
  • Bringing a strong grasp of Miscellaneous trends, excellent communication skills, and the ability to spot areas for improvement and implement changes with a strategic approach.
  • Successful production strategies, such as category and standard, can be planned, coordinated, and executed with ease.
  • Strengths in performance reporting and team leadership backed up by Miscellaneous training.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Offering the ability to leverage trends across industries and markets to develop solutions and approaches aimed at increasing customer value and increasing company profitability.
  • Service Operations Supervisor with 5 years of management experience with method employees.
  • Accomplished in vendor contract negotiations.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.

Accomplishments

  • Managed a service operations team of 10 employees, improving customer satisfaction rates by 73% while achieving consistent SLA compliance.
  • Spearheaded onboarding programs for new hires, which reduced training time by 38% and improved time-to-productivity metrics.
  • Played a key role in integrating cross-departmental service strategies, achieving an overall service level increase to 63%.
  • Utilized advanced analytics to identify customer service inefficiencies and implemented solutions that increased operational throughput by 54%.
  • Resolved product issue through consumer testing.
  • Trained a group of 17 service representatives on new customer interaction protocols, boosting service ratings by 76%.
  • Collaborated with team of 2 in the development of procedure.
  • Enhanced client retention programs through feedback loop creation, increasing repeat business by 43%.
  • Established a performance tracking system that led to 43% higher productivity among service teams and improved resource utilization.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Affiliate, Global Association for Operations Management - Regional Chapter
  • Project Management Institute
  • Member, Institute of Management Consultants USA (IMC USA)
  • Lions Club
  • Board Member, Customer Service Professionals Network
  • International Association of Administrative Professionals
  • Certified in Process Improvement and Optimization Techniques – 2024
  • American Society of Safety Professionals
  • Certified Customer Service Excellence Trainer (CSET) - 2023
  • Board Member, Customer Satisfaction and Retention Group

Certifications

  • Project Management Professional (PMP) - PMI
  • Certified Public Accountant
  • Project Management Professional (PMP)
  • ITIL Foundation Certificate in IT Service Management
  • Certified Facility Manager (CFM), IFMA
  • CompTIA Network+
  • SHRM Certified Professional (SHRM-CP)
  • Certified Business Analysis Professional (CBAP)
  • Customer Service Operations Certification – Northwind
  • Certified Customer Service Professional (CCSP) - International Customer Service Association

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