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Skills

  • Database administration
  • Change Management
  • Risk mitigation
  • Strategic planning
  • Credit and collections
  • Bookkeeping
  • MS Office
  • Scheduling
  • Vendor negotiation
  • Time management

Work Experiences

  • Hired, managed, developed, and trained employees, as well as set and monitor goals, conduct performance reviews, and pay employees.
  • Tracked and recorded expenses and reconciled accounts to keep accurate, current, and compliant financial records.
  • Accelerated performance growth.
  • Achieved a 85% reduction in workplace incidents.
  • Conducted critical analysis of performance data, leading to a reorganization of special service offerings that improved utilization by 25%.
  • Was in charge of billing, collection, and reporting for an office that generated over $2 per year.
  • Aided in compliance audits.
  • Organized corporate and office conferences for company employees and guests.
  • Was in charge of the CRM database, which included troubleshooting, maintenance, updates, and the creation of reports.
  • Was in charge of the supervisor's schedule and appointments, as well as streamlining the scheduling process.

Summaries

  • These abilities, as well as a strong work ethic, are available.
  • Staff, resource, and day-to-day operations are well-coordinated by this expert.
  • In process, procedure, and policy improvement initiatives, the adroit professional exemplifies multidisciplinary managerial skill.
  • Special Services Supervisor who is self-motivated and has demonstrated leadership, organizational, and customer service skills.
  • Professional in office management and administration with 13 years of experience maximizing productivity, efficiency, and service quality in a variety of settings.
  • Ensures operational and service excellence by working effectively with cross-functional teams.
  • Achieved a 17% reduction in issue resolution time.
  • 15 years of experience driving client satisfaction improvements.
  • Special Services Supervisor with 4 years of successful cross-functional collaboration and performance reporting experience.
  • Supporting corporate level officers and senior management personnel with demonstrated expertise in financial and operational leadership, organized and efficient Special Services Supervisor.

Accomplishments

  • Established team scheduling and workload plans that boosted on-time task completion to 34% while reducing overtime expenses.
  • Instigated monthly team performance reviews, resulting in 26% year-over-year improvement in employee engagement and service delivery.
  • Developed and executed customized client engagement plans, resulting in 47% customer retention across high-demand accounts.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Achieved regulatory compliance across 17 departments, ensuring ongoing adherence to procedure guidelines within a 2017 period.
  • Led the rollout of standard, drastically improving ticket resolution times by an average of 11 hours per issue.
  • Documented and resolved procedure which led to program.
  • Resolved product issue through consumer testing.
  • Drove customer satisfaction initiatives, directly contributing to a 51% improvement in Net Promoter Score (NPS) in 2024.
  • Acted as the service escalation point for high-priority accounts, resolving 10 critical issues and resulting in a 67% boost in client satisfaction.

Affiliations

  • Women in Technology International (WITI)
  • Society for Human Resource Management (SHRM)
  • Six Sigma Black Belt Certification
  • North American Society for Customer Service Management (NASCSM)
  • International Foundation for Customer Service (IFCS)
  • International Council of Nurses
  • National Association of Social Workers
  • Association of Information Technology Professionals
  • Freemason
  • National Association for Healthcare Quality (NAHQ)

Certifications

  • Train the Trainer Certification for Supervisory Skills
  • Certified Service Coordination Specialist (CSCS) by Harbor & Co.
  • Certified Business Analysis Professional (CBAP)
  • Certified Service Desk Manager (CSDM) by The Service Desk Institute
  • Six Sigma Green Belt Certification
  • Certified Government Service Supervisor (CGSS) by Brightline
  • Certified Customer Service Manager (CCSM)
  • Cisco Certified Network Associate (CCNA)
  • Mediation and Dispute Resolution Certification by Northwind
  • Conflict Resolution Certification by Brightline

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