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Skills

  • MS Office
  • Time management and prioritization
  • Supervision
  • Client relationship management
  • Project organization
  • Change management in customer service processes
  • Team building
  • CRM system proficiency (e.g., method)
  • Escalation process redesign
  • Microsoft Excel for data handling

Work Experiences

  • Achieved results within the first 2 months post-implementation.
  • Collaborated closely with cross-functional teams to resolve escalated client issues, achieving an 82% success rate on first-contact resolutions.
  • Boosted customer satisfaction scores by 61%.
  • Transported Microsoft Excel to three years customer locations.
  • Awarded for service excellence.
  • Collaborated with cross-functional teams.
  • Maintained detailed records of program operations and participant activities.
  • Assisted in hiring customer service professionals.
  • Authored service protocol documentation used company-wide, which became the standard guide for achieving consistent service excellence.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.

Summaries

  • Approaches leadership with both tactical execution and big-picture vision, leading teams to deliver KPIs above benchmarked standards by 17%.
  • Collaborates effectively with cross-functional teams.
  • Avoided burnout.
  • Achieved satisfaction scores of 56%.
  • Achieved KPIs exceeding standards by 62%.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved response time improvement of 54%.
  • Achieved a 47% drop in turnover rates.
  • To maintain efficiency and program outreach, skillfully meet diverse needs and address issues.
  • Within Miscellaneous, senior Services Team Lead and outstanding performer in data analysis and cross-functional collaboration.

Accomplishments

  • 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.
  • Pioneered an enhanced customer feedback loop, leading to 84% improvement in CSAT (Customer Satisfaction) scores over 2022.
  • Successfully led the resolution of framework involving customer dissatisfaction, restoring customer confidence and maintaining ongoing relationships.
  • Collaborated closely with cross-departmental teams to develop and execute workflow efficiencies that reduced service resolution times from 6 months to the past year.
  • Partnered with marketing and sales teams to identify customer pain points, resulting in the creation of a new service bundle that increased client subscriptions by 41% over program.
  • Managed a customer escalation lifeline, ensuring 57% reduction in high-severity issue turnaround time.
  • 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.
  • Standardized service reporting formats to provide insights on key customer service metrics, achieving a 35% increase in response accuracy.

Affiliations

  • Toastmasters
  • Global Association for High-Impact Customer Interactions
  • Association of Information Technology Professionals
  • Society for Customer Service Professionals (SCSP)
  • International Council of Nurses
  • Harvard Business School Executive Education - Service Management Program 2019
  • National Association of Team Managers (NATM)
  • Association for Supply Chain Management (APICS)
  • Customer-Focused Leadership Network
  • Global Service Managers Alliance (GSMA)

Certifications

  • Certified Agile Leadership (CAL) - Summit Group
  • Google Analytics Certification for Data Analysis Summit Group
  • Certified ScrumMaster (CSM) - Lakeside Partners
  • Workplace Conflict Resolution Certification - Cedar Works
  • First Aid/CPR Certified
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Call Center Manager (CCCM) - Vantage
  • Certified Performance Consultant (CPC) Meridian
  • Certified Team Leader (CL) Lakeside Partners
  • Project Management Professional (PMP) - Beacon Labs, 2016

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