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Skills

  • Incident Resolution Speed Improvement
  • Data collection and analysis
  • Strategic planning
  • Negotiation
  • First Aid/CPR
  • Incident escalation management
  • Employee mentorship and coaching
  • Customer feedback loop integration
  • Problem resolution
  • Customer service

Work Experiences

  • Shared best practices with on-site and external personnel to align efforts and goals.
  • Devised, implemented, and tracked processes to improve long-term business success and profit margins by 2%.
  • Was in charge of maintaining store equipment such as computers, printers, and fax machines.
  • Achieved a 80% boost in first-contact resolution.
  • Led an overhaul of the company's best practices, which resulted in significantly higher employee retention rates and a top-ranking as an industry leader.
  • Various events, such as tradeshows, seminars, and workshops, were used to engage prospects and customers.
  • Achieved a 23% decline in escalated incidents.
  • Was in charge of global product development and partner relationships, which allowed the company to expand its footprint into new markets.
  • Achieved a 68% increase in resolution satisfaction.
  • Aligned quality benchmarks with corporate goals.

Summaries

  • Focused on ensuring smooth financial, personnel, and operational operations.
  • 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.
  • Competent offerings, pricing, and market positioning, as well as demonstrated Power BI expertise.
  • Dedicated to providing high-quality services and products.
  • Costs were consistently reduced while profits were increased.
  • Professional who is both energetic and poised.
  • Strengths in forming and maintaining relationships with a wide range of stakeholders in fast-paced, dynamic environments.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Service Quality Manager is a multi-talented Service Quality Manager who is consistently rewarded for planning and operational improvements.
  • Customer-focused professional with 6 years of experience in the Miscellaneous sector.

Accomplishments

  • Implemented a feedback loop utilizing customer reviews to guide product/service improvements, reducing complaints by 34%.
  • Re-engineered onboarding programs, reducing time-to-productivity for new hires by 18% and improving first-year retention rates.
  • Established a formal incident management structure that reduced average handling times for critical service issues by 8 hours.
  • Reduced service response times by implementing process optimizations that cut average resolution durations by 6 minutes.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Integrated customer satisfaction metrics into service team KPIs, leading to measurable improvement in end-user experience across the Northeast.
  • Developed and implemented a set of best practices for team training, improving service consistency across Denver.
  • Revamped service quality protocols within operations, which improved team compliance to standards by 32% over the past year.
  • Documented and resolved program which led to system.
  • Developed and maintained customer satisfaction tracking tools for operations, leading to data-driven improvements in service consistency.

Affiliations

  • Membership in the International Performance Management Association for operational benchmarking
  • Customer Service Institute of America (CSIA) Certification in Service Excellence
  • Project Management Institute
  • International Association for Six Sigma Certification (IASSC)
  • Freemason
  • Rotary International
  • Lean Enterprise Institute (LEI) Membership for applying Lean principles in service
  • Society for Service Quality Auditors (SSQA)
  • Lean Six Sigma Green Belt Certification (or Black Belt) for supporting process optimizations
  • American Society for Quality (ASQ) Membership, focusing on quality assurance and process improvement

Certifications

  • Certified Service Quality Manager (CSQM)
  • CompTIA Network+
  • Certified Business Analysis Professional (CBAP)
  • Cisco Certified Network Associate (CCNA)
  • SHRM Certified Professional (SHRM-CP)
  • Certified in Total Productive Maintenance (TPM)
  • Certified Professional in Training Management (CPTM) by Training Industry
  • Customer Relationship Management (CRM) Certification
  • Salesforce
  • Customer Experience Management (CEM) Certification by Beacon Labs

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