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Skills

  • Agent Performance Audits and Feedback
  • Change Management
  • Call-handling Efficiency Enhancement
  • Budget management and cost optimization
  • Regulatory compliance
  • Staff education and training
  • Multitasking and prioritization
  • Incident management and resolution
  • Customer Feedback Integration
  • MS Office

Work Experiences

  • Achieved results over three years.
  • Achieved a 85% reduction in support escalations.
  • Kept track of running systems and entered commands to troubleshoot issues like program and framework.
  • Achieved $18 in cost savings.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Achieved a 59% improvement in brand perception.
  • Collaborated with cross-functional teams to revamp internal processes, resulting in a 56% reduction in support escalations.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Coached and mentored over 4 agents for upward mobility, with 53% advancing to higher-level positions within the past year.

Summaries

  • Excellent client relations and cross-functional collaboration knowledge.
  • Clear understanding of client relations and team leadership as well as budget management training.
  • Achieved a 27% issue resolution rate.
  • Excellent Support Center Manager with 4 years of experience providing exceptional support to users at all levels.
  • Adept at agent training and development, spearheading initiatives that have improved workforce competence, reducing onboarding times by 70%.
  • Within Miscellaneous, senior Support Center Manager and outstanding performer in performance reporting and risk assessment.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Collaborative strategist.
  • Costs were consistently reduced while profits were increased.
  • Award-winning Support Center Manager.

Accomplishments

  • Improved response times for high-priority tickets by 46% through the implementation of smart call routing protocols.
  • Led process improvements that reduced average call handling time by 82% and increased FCR (First Call Resolution) by 27%.
  • Reduced turnover by 23% through leadership training programs and regular performance feedback loops.
  • Documented and resolved program which led to system.
  • Developed multilingual support channels which reduced international ticket handling times by 49% and expanded global customer satisfaction.
  • Facilitated the transition to a cloud-based contact center platform, reducing operational overhead by $14 annually.
  • Collaborated with IT to customize CRM software, improving user experience, and reducing ticket resolution time by 64%.
  • Increased CSAT (Customer Satisfaction) score by 81% by implementing real-time resolution capabilities with supervisors.
  • Coached and mentored a team of 10 agents, resulting in a 20% promotion rate within two years.
  • Increased team’s customer satisfaction rating by 56% through targeted coaching sessions and agent realignment.

Affiliations

  • CompTIA AITP - IT Professional Association Affiliate
  • American Society of Safety Professionals
  • Association for Supply Chain Management (APICS)
  • American Management Association (AMA) Member
  • American Medical Informatics Association
  • Project Management Institute
  • Certified Facilitator in Customer Success Workshops
  • Association for Talent Development (ATD) Network Member
  • International Foundation for Customer Service (IFCS) Certification Holder
  • International Association of Administrative Professionals

Certifications

  • HDI Support Center Analyst Certification
  • Project Management Professional (PMP) Certification - Project Management Institute (PMI)
  • Certified Data & Analytics Professional (CDAP)
  • Google Analytics for Business 2015 Certification
  • CompTIA Security+
  • Certified Call Center Manager (CCCM) - Cedar Works
  • Customer Experience (CX) Transformation Specialist Certification – Cedar Works
  • ServSafe
  • Information Technology Infrastructure Library (ITIL) Foundation Certification
  • Certified Public Accountant

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