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Skills

  • Conflict resolution
  • Operational improvement
  • Regulatory compliance
  • Customer Experience (CX) Improvement
  • Creative merchandising
  • Team building
  • Sales and marketing
  • Business Planning
  • Team management
  • Employee mentorship and coaching

Work Experiences

  • Used performance data to evaluate and improve operations, as well as forecast needs and target current business conditions.
  • Reduced workflow inconsistencies by recruiting and hiring capable employees.
  • Established, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Increased employee morale and decreased turnover by 5%.
  • Created and managed an annual budget with effective controls to avoid overspending, reduce burn rate, and support sustainability goals.
  • Taught Service Quality Managers and Service Quality Managers effective customer service techniques, resulting in a 18% increase in client satisfaction.
  • Created procedure and program reports on a regular basis to evaluate performance, adjust strategies, and keep operations agile and sustainable.
  • Looked at current operations and market trends to see where improvements could be made and where opportunities could be capitalized on.
  • Achieved results in 2021.
  • Welcomed new members and established and updated memberships in Vantage method programs.

Summaries

  • Develop strategic business partnerships and relationships.
  • Multi-tasking manager with a reputation for fostering a positive work environment and high-performing teams.
  • Collaborative, with a commitment to collaborating with coworkers to foster an engaged, empowering work environment.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Data analysis, project management, and client relations are all well-trained.
  • Demonstrated ability to develop and manage exceptional teams in order to meet and exceed challenging goals.
  • Forward-thinking manager with 3 years of manufacturing project management experience.
  • Professional with over 15 years of experience as a manager for a $12 two years revenue-generating company.
  • Leader with an organized nature and an analytical problem-solving approach who is goal-oriented and enterprising.
  • Offering a can-do attitude and a track record of success in coordinating and monitoring operations across multiple departments.

Accomplishments

  • Designed cross-functional training programs for service teams, reducing incident resolution times by 51%.
  • Benchmarked service quality standards against industry metrics, achieving leadership in service consistency for the past year.
  • Standardized customer support processes across 17 locations, leading to consistent service experiences and a 29% reduction in escalations.
  • Revamped service quality protocols within operations, which improved team compliance to standards by 32% over the past year.
  • Conducted root cause analyses on service failures and led process redesign initiatives, reducing downtime by 25%.
  • Worked directly with Tableau to develop and implement service-enhancing solutions, improving workflow efficiency by 32%.
  • Developed and maintained customer satisfaction tracking tools for operations, leading to data-driven improvements in service consistency.
  • Reduced service response times by implementing process optimizations that cut average resolution durations by 6 minutes.
  • Collaborated with team of 12 in the development of method.
  • Automated customer interaction workflows, minimizing manual errors and improving average resolution speed by 83%.

Affiliations

  • Operational Excellence Society (OES) Member for service innovation alignment
  • Affinity with International Quality & Productivity Center (IQPC) for service process efficiency
  • Application of Quality Function Deployment (QFD) techniques, certification from QFD Institute
  • Affiliate of the International Facilities Management Association (IFMA)
  • International Council of Nurses
  • Business Process Management Institute Membership for efficiency initiatives
  • Lean Six Sigma Green Belt Certification (or Black Belt) for supporting process optimizations
  • Jaycees
  • American Marketing Association
  • Association for Supply Chain Management (APICS)

Certifications

  • Certified Business Analysis Professional (CBAP)
  • KPI Professional Certification by Northwind
  • Certified Professional in Training Management (CPTM) by Training Industry
  • Certified Performance Management Professional (CPMP)
  • SHRM Certified Professional (SHRM-CP)
  • ServSafe
  • Certified Public Accountant (CPA)
  • Certified Service Quality Manager (CSQM)
  • Design Thinking Practitioner Certification
  • Data Analytics for Service Quality Certification

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