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Skills

  • Process monitoring
  • Quality assurance
  • Diagnostic abilities
  • First Aid/CPR
  • Technical skills
  • Cost reduction strategy planning
  • Cross-functional team collaboration
  • Insurance billing
  • Inventory management
  • Customer Retention Strategy

Work Experiences

  • Achieved 49% satisfaction on escalated cases.
  • Achieved a 24% increase.
  • Maintained functionality by inspecting production equipment, troubleshooting problems, and performing minor repairs.
  • Safely operated SAP and carefully followed directions to prepare process products for quality tests and packaging.
  • Checked category components for conformance to specifications and discarded any parts that were not acceptable.
  • Allocated workload effectively during high-traffic periods, reducing backlog by 16 cases and meeting aggressive deadlines.
  • Oversaw a team of 8 employees who worked with category equipment, ensuring their safety and fostering a productive environment.
  • Created and maintained production schedules based on employee productivity, company needs, and seasonal plans.
  • Achieved improvement over one year.
  • Achieved a reduction in customer churn by 25%.

Summaries

  • Reliable team member with extensive knowledge of SAP usage and Jira skills.
  • Individual who is team-oriented and demonstrates risk assessment and stakeholder engagement abilities.
  • Looking forward to taking on a new challenge with a successful team.
  • Capable of sitting for extended periods of time, lifting up to 18 pounds, and managing project management and client relations.
  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Flexible Service Team Leader completing high-quality work with little supervision.
  • Without supervision, dedicated to excellent quality assurance and maintaining efficiency for any task.
  • Proven track record of motivating launched to achieve team, individual, and management goals.
  • Safety, efficiency, and proactive planning are all priorities.
  • Excellent revenue and organizational skills, as well as knowledge of how to operate equipment, package shipments, and keep work areas clean.

Accomplishments

  • Reduced customer complaints by 61% within three years by analyzing feedback and implementing targeted service improvements.
  • Identified key service trends through detailed customer feedback, increasing retention rates by 64%.
  • Introduced Power BI to the service workflow, cutting average response times by several months and boosting customer satisfaction by 60%.
  • Trained a team of 10 employees on Workday, resulting in a 34% reduction in training time and improved service quality.
  • Implemented a cross-training initiative, which increased team versatility and reduced staffing gaps by 75%.
  • Managed an onboarding program for new team members, reducing ramp-up time by 30% while achieving OSHA compliance.
  • Enhanced team operational efficiency by introducing a Jira integration, resulting in a 57% improvement in service delivery speed.
  • Implemented a new scheduling system for a team of 12, enhancing shift flexibility and reducing overtime by 77%.
  • Reduced service errors by 21% within several months by implementing a quality control checklist.
  • Instituted a real-time feedback system, allowing team members to respond to customer needs faster and increasing resolution rates by 33%.

Affiliations

  • Member, Customer Experience Professionals Association (CXPA) to stay abreast of the latest insights and methods in improving customer journey touchpoints.
  • Affiliated with the Society for Human Resource Management (SHRM) with a focus on developing team leadership and fostering collaborative working environments.
  • Member, American Management Association (AMA) focusing on team leadership, operational strategy, and managing workforce performance in customer service sectors.
  • Member of the Customer Service Institute of America (CSIA) to benchmark service levels and continuously enhance service delivery standards.
  • Volunteered with the Customer Contact Week (CCW) organization, actively participating in professional development workshops on customer service trends and skills.
  • Certified ambassador for the Customer Operations Performance Center (COPC), focusing on optimizing call center performance through strategically collected metrics.
  • Active Member, Association for Talent Development (ATD), contributing to the design of training materials and onboarding practices to improve team productivity.
  • Member, International Customer Service Association (ICSA) aimed at driving continuous improvement in service delivery and customer care strategies.
  • Enrolled in the National Speakers Association (NSA) leadership track to enhance my mentoring skills for team-based training and development.
  • Affiliated with the National Customer Service Association (NCSA), working to drive improvements in customer retention strategies through more personalized outreach.

Certifications

  • Certified Help Desk Manager (CHDM) – 2017, Ironclad Systems
  • Certified Technical Support Leader – 2020, Lakeside Partners
  • Customer Service Excellence Certification – 2017 – Cedar Works
  • Operational Leadership Development Certification – 2022, Lakeside Partners
  • Association for Project Management (APM)
  • Service Leadership Performance Certification – 2018, Lakeside Partners
  • CompTIA A+ Technician
  • ITIL Foundation Certification - 2023 Meridian
  • Cisco Certified Network Associate (CCNA)
  • SAP Certified Application Associate

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