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Skills

  • Content strategy
  • Team management
  • Data-driven decision making
  • Process improvement
  • Insurance billing
  • Account management
  • Customer service
  • Blogging
  • KPI monitoring
  • Call handling time reduction

Work Experiences

  • Prepared and presented reports to stakeholders to update them on the success of each strategy every the past year.
  • Achieved a 25% boost in KPI compliance.
  • Achieved reduction in error rates in 2015.
  • Was the client's primary point of contact, answering questions and responding to messages.
  • Implementing metric initiatives helped me increase organic search traffic for clients.
  • Achieved a 74% drop in complaint rates in 2019.
  • Developed a reputation for punctuality and hard work.
  • Quickly resolved problems, escalating critical concerns to Service Quality Analyst for immediate attention.
  • Tracked metrics like redirects, click and bounce rates, and other KPIs to proactively optimize campaigns.
  • Achieved Lean in data analysis, enabling more granular assessment of service delivery metrics and improving reporting accuracy by 46%.

Summaries

  • Service Quality Analyst and team leader with 18 years of experience in procedure settings.
  • Service Quality Analyst with project management and data analysis abilities.
  • OSHA certified
  • Proficient in promoting metric by leveraging budget management and strategic planning knowledge.
  • Proven track record of motivating optimized to achieve team, individual, and management goals.
  • Looking forward to taking on a new challenge with a successful team.
  • Knowing how to market improves business results and allows for dramatic sales growth.
  • Active leader with excellent communication and collaboration skills.
  • Miscellaneous student seeking hands-on experience through an internship in data analysis.
  • Adept at customer feedback management.

Accomplishments

  • Designed a new client feedback loop protocol, shortening overall feedback turnaround time by 61%.
  • Integrated a customer feedback analysis dashboard using QuickBooks, enhancing the visibility of key service metrics across 3 departments.
  • Awarded President's Club for significantly improving service quality metrics, as measured by customer response rates improving by 30%.
  • Acted as primary liaison between quality assurance and IT team for a quality monitoring software upgrade, reducing system downtime by 59%.
  • Contributed to a 44% increase in Net Promoter Scores (NPS) by initiating process improvements across 5 departments.
  • Authored and distributed monthly quality reports showcasing progress metrics, resulting in a 70% reduction in missed KPIs.
  • Worked closely with external auditors to implement stricter internal control measures, leading to a 70% reduction in customer complaints.
  • Trained team members on the integration of a new quality management tool, improving data collection accuracy by 36%.
  • Championed the use of predictive analytics to project future quality metrics, improving resource allocation strategies by 26%.
  • Automated key parts of the service quality review process using SAP, which resulted in time savings of 19%.

Affiliations

  • Member of the Customer Service Institute of America (CSIA), integrating leading global customer experience metrics into organizational frameworks.
  • Collaborative participant in the Business Process Improvement Committee at category, helping reduce operational errors by 65%.
  • Chair of the Service Improvement Committee in partnership with the local Chamber of Commerce, focusing on call handling time improvements.
  • Member of the International Organization for Standardization (ISO) working group for customer service standards, focusing on total quality management.
  • Engaged member of the Association for Talent Development (ATD), leading quality improvement training initiatives for a team of 13.
  • Certified member of the Global Service Jam Network, facilitating workshops on collaborative problem-solving and user journey enhancement.
  • Active member of the American Society for Quality (ASQ) focusing on quality auditing methodologies and continuous improvement strategies.
  • Member of the International Institute of Business Analysis (IIBA), focusing on refining business processes and enhancing service quality analysis.
  • Certified Quality Management professional with 17+ years of successful membership in the National Association for Healthcare Quality (NAHQ).
  • Certified training facilitator for service quality improvement programs under the International Customer Management Institute (ICMI).

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • American Academy of Financial Management (AAFM)
  • Real-Time Service Monitoring Certification - process
  • CompTIA A+ Technician
  • Customer Experience Management (CEM) Certification from method
  • Microsoft Certified Systems Engineer (MCSE)
  • Advanced Statistical Analysis for Service Quality - metric by Brightline
  • IT Service Management Certification (ITIL) - method
  • Project Management Professional (PMP) by metric
  • Lean Six Sigma Black Belt - framework

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