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Skills

  • Customer service protocol development
  • Organization
  • Supervision
  • Operational improvement
  • Business Development
  • Creative merchandising
  • Staff management
  • Relationship development
  • Communications
  • KPI Tracking and Reporting

Work Experiences

  • Achieved consistent customer-first outcomes.
  • Planned marketing initiatives and tapped into my referral network to promote business development.
  • Increased employee morale and decreased turnover by 17%.
  • Achieved 25% improvement in technical support.
  • Created a cutting-edge employee recognition program that increased productivity and morale.
  • Achieved a 28% drop in unresolved cases.
  • Established, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Various events, such as tradeshows, seminars, and workshops, were used to engage prospects and customers.
  • Reduced workflow inconsistencies by recruiting and hiring capable employees.
  • Looked at current operations and market trends to see where improvements could be made and where opportunities could be capitalized on.

Summaries

  • Dedicated to providing high-quality services and products.
  • Entrepreneur and executive-level business manager with experience running start-up and emerging companies.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Effective problem-solver and leader who excels at streamlining operations to reduce costs and improve organizational efficiency.
  • Customer-focused team player with expertise in maximizing customer satisfaction while increasing profits and client acquisition.
  • Accomplished Special Services Manager skilled at developing contingency plans for emergency service situations, reducing response times by 5 minutes. Effective in facilitating cross-departmental collaboration to ensure seamless, high-quality service for high-priority projects.
  • Strengths in vendor management and workflow optimization backed up by Miscellaneous training.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Strengths in forming and maintaining relationships with a wide range of stakeholders in fast-paced, dynamic environments.

Accomplishments

  • Developed and launched a feedback collection program, which increased customer satisfaction scores by 61% over 2016.
  • Created and implemented policy changes in service protocols, achieving a 39% improvement in first-call resolution rates.
  • Partnered with finance to optimize service budget allocation, resulting in a 35% reduction in unnecessary expenditures.
  • Led a team of 4 service professionals, improving customer response times by 41% and enhancing customer satisfaction ratings.
  • Reduced service response times from 11 minutes to 16 minutes through improved resource deployment strategies.
  • Analyzed service request data and made recommendations that reduced service complaints by 44%.
  • Collaborated with marketing department to co-develop campaigns that led to a 47% growth in client referrals.
  • Played a key role in securing a long-term service contract with a major corporate client, valued at 16, through superior SLA negotiation and execution.
  • Provided active coaching and development to subordinate managers, increasing their leadership effectiveness by 54%.
  • Implemented new automated ticketing system, reducing manual intervention in the service process by 27% and improving overall team efficiency.

Affiliations

  • Association of Support Professionals (ASP)
  • Association for Talent Development (ATD)
  • Society for Human Resource Management (SHRM)
  • Association for Supply Chain Management (APICS)
  • National Association of Sales Professionals (NASP)
  • National Customer Service Association (NCSA)
  • Service Desk Institute (SDI)
  • American Society of Safety Professionals
  • American Medical Informatics Association
  • Project Management Institute

Certifications

  • Lean Management Certification from Vantage
  • Certified Negotiation Expert (CNE) by Ironclad Systems
  • First Aid/CPR Certified
  • Certified Professional in Learning and Performance (CPLP) by ATD
  • Certified Technical Project Manager (CTPM) from Summit Group
  • Certified KPI Professional from framework
  • Conflict Resolution Certification from Cornell ILR School
  • Certified Manager (CM) through the Institute of Certified Professional Managers (ICPM)
  • CompTIA Network+
  • Strategic Leadership in Customer Experience Certification by initiative

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