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Skills

  • Customer satisfaction surveys and analysis
  • Multilingual communication abilities Portuguese
  • Leadership and team management skills
  • Customer retention program creation
  • Change management in customer service processes
  • Conflict resolution and mediation
  • Budget Management and Cost Control
  • Escalation process redesign
  • Relationship development
  • Client relationship management

Work Experiences

  • Collaborated with framework customers to determine their needs and deliver standard service.
  • Collaborated with cross-functional teams.
  • Worked with Services Team Lead on program operations, including providing participant feedback and improvement suggestions.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Looked for industry trends on social media and through online sources.
  • Achieved a 15% satisfaction rating.
  • Transported Microsoft Excel to three years customer locations.
  • Conducted quarterly performance reviews and provided actionable feedback, which led to 18 team members being promoted within 2019.
  • Achieved 31% gains in customer approval ratings.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Costs were consistently reduced while profits were increased.
  • Accomplished Services Team Lead, consistently leveraging performance coaching and team alignment techniques to deliver a 59% improvement in client satisfaction metrics.
  • Achieved a 81% decrease in response times.
  • Achieved KPIs exceeding standards by 62%.
  • Collaborative team member.
  • Achieved retention rates of over 19%.
  • Consistently improved response times by 21%.
  • With a detail-oriented and conscientious approach, well-organized and resourceful.

Accomplishments

  • Streamlined internal processes to enhance the customer journey, achieving a 31% reduction in service response times without compromising service quality.
  • Conducted performance reviews and created individual development plans for team members, leading to 83% improvement in employee productivity across the department.
  • Facilitated leadership roundtables to brainstorm customer service workflows, resulting in faster resolution times by 78% and increased cross-functional teamwork.
  • Utilized Adobe Creative Suite to refine customer tracking methods, leading to a 36% improvement in customer response rates.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Received recognition from senior leadership for surpassing service quality benchmarks, leading to a 19% increase in Net Promoter Score (NPS).
  • Leveraged data-driven analysis to predict customer behavior, implementing proactive strategies that led to a 41% increase in customer retention.
  • Documented and resolved program which led to initiative.
  • Created a comprehensive onboarding program for new hires, resulting in a 83% reduction in training time and improved service alignment.
  • Created an interactive knowledge base for team operations, improving first-call resolution rates by 83% within two years.

Affiliations

  • American Medical Informatics Association
  • Society of Human Resource Management
  • International Service Delivery Network (ISDN)
  • Association for Supply Chain Management (ASCM)
  • Project Management Institute
  • Professional Association of Support Services Executives (PASSE)
  • National Association for Large Case Service Leaders
  • American Society for Quality (ASQ)
  • American Society for Training and Development (ASTD)
  • Strategic Leadership Development Association (SLDA)

Certifications

  • Certified ScrumMaster (CSM) - Lakeside Partners
  • Employee Engagement Specialist Certification - Harbor & Co.
  • SAP Customer Relationship Management (SAP CRM) Specialist Ironclad Systems
  • Certified Performance Consultant (CPC) Meridian
  • Human Resources Management Certification (PHR/SPHR) Brightline
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Customer Loyalty Strategy Certification Beacon Labs
  • Google Certified Professional Cloud Architect
  • Project Management Professional (PMP) - Beacon Labs, 2016
  • Certified Team Leader (CL) Lakeside Partners

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