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Skills

  • Business Planning
  • Business operations
  • Customer lifetime value (CLV) enhancement
  • Team management
  • Team building
  • Data-driven decision making
  • Incident escalation management
  • Customer Experience (CX) Improvement
  • Supervision
  • Problem resolution

Work Experiences

  • Achieved a 80% boost in first-contact resolution.
  • Achieved a 45% improvement in overall feedback.
  • Achieved a significant process by making proactive decisions based on market expertise and business knowledge.
  • Manufacturing service agreements and quality standards were negotiated by me.
  • Achieved a 40% efficiency increase.
  • Updated processes on a regular basis to eliminate inconsistencies and improve scheduling across metric calendars and programs.
  • Used forecasting to figure out what changes needed to be made in the supply chain.
  • Developed, managed, and implemented a business plan, as well as communicated the company's vision and goals to motivate teams.
  • Identified category areas in need of improvement and implemented program program, resulting in a 9% increase in productivity.
  • 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.

Summaries

  • Proactive Service Quality Manager uses determination and attention to detail to produce high-quality strategic planning work.
  • Focused on ensuring smooth financial, personnel, and operational operations.
  • Leader with an organized nature and an analytical problem-solving approach who is goal-oriented and enterprising.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Multi-tasking manager with a reputation for fostering a positive work environment and high-performing teams.
  • Mentoring and challenging team members to meet and exceed company goals is something I'm passionate about.
  • Expertise in technology and product development.
  • Professional with over 15 years of experience as a manager for a $12 two years revenue-generating company.
  • Dedicated to improving employee engagement and performance through training, monitoring, and morale-building.
  • Entrepreneur and executive-level business manager with experience running start-up and emerging companies.

Accomplishments

  • Documented and resolved program which led to system.
  • Led the development and execution of a comprehensive service quality improvement initiative, resulting in a 28% increase in customer satisfaction.
  • Revamped service quality protocols within operations, which improved team compliance to standards by 32% over the past year.
  • Nominated for Excellence Award in recognition of consistent service excellence and contribution to a 41% improvement in customer relations.
  • Worked directly with Tableau to develop and implement service-enhancing solutions, improving workflow efficiency by 32%.
  • Established a formal incident management structure that reduced average handling times for critical service issues by 8 hours.
  • Designed and launched new service quality dashboards utilized by executives in product to analyze service metrics in real-time.
  • Designed cross-functional training programs for service teams, reducing incident resolution times by 51%.
  • Developed and implemented a set of best practices for team training, improving service consistency across Denver.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Jaycees
  • National Association of Social Workers
  • Facilities Management Association Membership, strategic liaison for operations environments
  • Affiliate of the International Facilities Management Association (IFMA)
  • Operational Excellence Society (OES) Member for service innovation alignment
  • Business Analysis and Benchmarking Faculty from the American Productivity and Quality Center (APQC)
  • Certified Quality Engineer (CQE) through American Society for Quality (ASQ)
  • American Marketing Association
  • American Society for Quality (ASQ) Membership, focusing on quality assurance and process improvement
  • Service Management unit member at various international standards organizations (ISO series)

Certifications

  • CompTIA Network+
  • Service Level Agreement (SLA) Professional Certification
  • Certified Quality Improvement Associate (CQIA) by ASQ
  • Certified Service Operations Specialist (CSOS)
  • Advanced Business Process Mapping Certification
  • Certified Public Accountant (CPA)
  • Certified Performance Management Professional (CPMP)
  • Professional in Human Resources (PHR)
  • ServSafe
  • Project Management Professional (PMP)

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