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Skills

  • Escalation management
  • Communications
  • Budgeting
  • Process improvement
  • Supervision
  • First-call resolution strategy
  • Strategic planning
  • Client Retention Strategies
  • Organization
  • Customer complaint resolution

Work Experiences

  • Achieved results in under 2019.
  • Led the company to a successful product launch and growth by developing an initial product roadmap and go-to-market strategy.
  • Developed, managed, and implemented a business plan, as well as communicated the company's vision and goals to motivate teams.
  • Planned marketing initiatives and tapped into my referral network to promote business development.
  • Created a cutting-edge employee recognition program that increased productivity and morale.
  • 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.
  • Used performance data to evaluate and improve operations, as well as forecast needs and target current business conditions.
  • Analyzed service trends.
  • Achieved a 13% cost reduction in vendor servicing fees.
  • Achieved a 49% reduction in customer complaints.

Summaries

  • Forward-thinking manager with 12 years of manufacturing project management experience.
  • Results-oriented, goal-oriented, and looking to apply my experience to the role of Servicing Supervisor.
  • With forward-thinking leadership, proven skills in increasing productivity, efficiency, and bottom-line profits.
  • Professional who is both energetic and poised.
  • Focused on ensuring smooth financial, personnel, and operational operations.
  • Servicing Supervisor with 3 years of successful cross-functional collaboration and budget management experience.
  • Encouragement manager and analytical problem-solver with abilities in team building, leadership, and motivation, as well as strong customer relations and relationship-building skills.
  • Ability to use sound judgment and independent decision-making skills to positively impact company success.
  • Strategic planning, process improvement, and cross-functional collaboration are all well-trained.
  • Strengths in vendor management and project management backed up by Miscellaneous training.

Accomplishments

  • Built a mentorship program that developed 14 frontline agents into team leads, achieving 21% improvement in overall team efficiency.
  • Improved Northwind satisfaction rates to 26% after introducing more personalized service touchpoints and regular follow-up procedures.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Optimized service delivery by transitioning to Salesforce, saving Vantage an estimated $18,000 annually in reduced manual workload.
  • Documented and resolved initiative which led to metric.
  • Reduced average resolution times for escalated cases from method to procedure, contributing to a 39% decrease in overall customer wait times.
  • Created real-time reporting structures in Asana, increasing visibility into key performance metrics across the servicing team.
  • Authored and standardized strategic planning manual, enabling seamless onboarding and cross-training for operations members.
  • Developed and introduced a new onboarding process for incoming supervisors, reducing training time by 60% and improving first-month performance KPIs.
  • Managed the resource allocation and deployment of 16 service agents, fulfilling workload requirements and improving efficiency by 23%.

Affiliations

  • Consumer Affairs Professionals Society (CAPS)
  • National Association of Professional Women (NAPW)
  • Society of Women Engineers
  • Customer Service Institute of America (CSIA)
  • Rotary International
  • American Medical Informatics Association
  • International Association of Administrative Professionals
  • Professional Association for Customer Engagement (PACE)
  • American Management Association (AMA) membership for leadership development
  • National Association of Social Workers

Certifications

  • Certified Business Operations Professional (CBOP)
  • SHRM Certified Professional (SHRM-CP)
  • ServiceNow Certification - Certified System Administrator
  • Certified Facilitator in Lean Six Sigma
  • Certified Professional in Learning and Performance (CPLP)
  • Certified Public Accountant (CPA)
  • Leadership Development Program Certificate Meridian
  • CompTIA A+ Technician
  • Certified Quality Auditor (CQA)
  • CompTIA Security+

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