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Skills

  • Data-driven decision making
  • Process improvement
  • Continuous improvement methodologies
  • Team building
  • Relationship development
  • Inventory management
  • Google Analytics
  • Customer feedback management
  • Keyword analysis
  • Keyword research

Work Experiences

  • Provided excellent service and attention when dealing with customers face-to-face or over the phone.
  • Analyzed complaint logs to identify patterns.
  • Collaborated closely with team members to meet project deadlines, develop solutions, and deliver project requirements.
  • Answered 11 phone calls per 6 months to assist customers.
  • QuickBooks was delivered to customer locations by me.
  • Implementing metric initiatives helped me increase organic search traffic for clients.
  • Was in charge of all tasks delegated to me, including process improvement and workflow optimization.
  • Developed a reputation for punctuality and hard work.
  • Achieved a 34% reduction in friction points.
  • Analyzed complaint logs to identify patterns, resulting in changes that saw complaint rates drop by 82% in 2018.

Summaries

  • Achieved results in 2021.
  • Achieved cost reductions.
  • Restructuring and launching campaigns, as well as increasing revenue and controlling costs, are examples of accomplishments.
  • Active leader with excellent communication and collaboration skills.
  • Achieved a 51% improvement in service efficiency.
  • Veteran Service Quality Analyst with 5 years of field experience and a deadline-driven approach to maximizing client results.
  • Knowledge of Tableau in depth, as well as vendor management and quality assurance abilities.
  • Adept at identifying performance trends.
  • Proven track record of motivating optimized to achieve team, individual, and management goals.
  • Achieved significant results in reducing call handling time by 13% while maintaining a satisfaction rating consistently above 38%.

Accomplishments

  • Developed standardized service level assessments, increasing adherence to KPIs by 27% in 15 key areas.
  • Developed and launched employee performance incentives based on quality assessment scores, increasing accuracy in service delivery by 52%.
  • 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.
  • Collaborated with cross-functional teams to redesign service quality processes, resulting in a 29% reduction in service defects.
  • Developed a comprehensive quality audit framework, which reduced non-compliance instances by 54% within 18 months.
  • Led a quality initiative to streamline service documentation procedures, which reduced errors in reporting by 67%.
  • Collaborated with a cross-departmental taskforce to develop strategies to reduce service inconsistencies, leading to a 40% increase in overall service quality ratings.
  • Achieved CPA in Lean Six Sigma methodologies, applying techniques that reduced process inefficiencies by 18%.
  • Contributed to a process re-engineering initiative, cutting service cycle time for key processes by 15%.

Affiliations

  • Key participant in annual benchmarking studies with the International Data Quality Association (IDQA) improving data integrity and traceability by 52%.
  • Chair of the Service Improvement Committee in partnership with the local Chamber of Commerce, focusing on call handling time improvements.
  • Participant in the National Service Quality Forum, promoting advancements in AI quality assessment tools to ensure accuracy while reducing overhead.
  • Actively engaged in the Continuous Service Improvement Program (CSIP) at Ironclad Systems, setting KPIs and error margin reductions.
  • Current member of the Association for Service Quality Measurement (ASQM), sharing best practices for performance benchmarking and service KPIs tracking.
  • Member of the Knowledge Management Institute working towards embedding best service quality knowledge-sharing practices within the organization.
  • Engaged member of the Association for Talent Development (ATD), leading quality improvement training initiatives for a team of 13.
  • Certified Quality Management professional with 17+ years of successful membership in the National Association for Healthcare Quality (NAHQ).
  • Certified Six Sigma Green Belt holder and member of the International Association of Six Sigma Certification (IASSC) dedicated to error rate reduction.
  • Certified member of the Global Service Jam Network, facilitating workshops on collaborative problem-solving and user journey enhancement.

Certifications

  • Certified Business Analysis Professional (CBAP) by International Institute of Business Analysis (IIBA)
  • ServSafe
  • Google Certified Professional Cloud Architect
  • Certified Service Quality Specialist (CSQS) - procedure
  • ISO 9001 Quality Management Certification - process
  • Association for Project Management (APM)
  • Advanced Root Cause Analysis - Summit Group
  • Certified Quality Auditor (CQA) Vantage
  • Project Management Professional (PMP)
  • High-Performance Teams: Quality Improvement Certificate - process

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