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Skills

  • Employee training and development
  • Workflow Optimization
  • Method equipment
  • Report automation
  • Software troubleshooting
  • Organization
  • Document organization and retention management
  • Budgets
  • Digital filing system management
  • Confidential Document Handling

Work Experiences

  • Assisted in data collection for Employee of the Year report.
  • Coordinated with multiple departments to ensure proper follow-up and resolution on service requests, reducing unresolved tickets by 68%.
  • Created training materials.
  • Consistently attended training sessions on customer service and support practices, achieving Lean in 2024.
  • Looked for industry trends on social media and through online sources.
  • Analyzed customer feedback.
  • Achieved a 30% reduction in waste.
  • Created and maintained client records in the Power BI system, ensuring up-to-date information and seamless transitions in service.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Identified service gaps and found needed resources for individuals, such as housing, job placement, and other forms of assistance.

Summaries

  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Contributed to higher client retention rates.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • 9 years of experience in customer inquiry resolution.
  • Adhered to budget constraints.
  • Aided in inventory reduction.
  • Boosted team coordination.
  • Consistently recognized for resolving client inquiries promptly, with service levels exceeding 55% goals and contributing directly to higher client retention rates.
  • Consistently exceeded service level agreements.
  • Accelerated client query resolution.

Accomplishments

  • Increased customer retention by 43% through proactive follow-ups and ensuring all client inquiries were resolved within the past year.
  • Provided administrative and customer support by managing over 18 incoming calls per day, ensuring efficient departmental referrals and timely responses.
  • Organized company-wide events, including category, improving cross-department collaboration and engagement by 18%.
  • Utilized CRM systems (procedure) to track client communications, leading to 84% improvement in follow-up consistency.
  • Compiled and prepared detailed reports for management, leading to data-driven decisions that improved workflow efficiency by 57%.
  • Collaborated with team of 17 in the development of framework.
  • Utilized program to manage customer profiles and relationships, leading to 33% improvement in overall customer satisfaction scores.
  • Collaborated with IT specialists on software updates, preventing data breaches and ensuring that sensitive data for over 16 clients remained secure.
  • Resolved product issue through consumer testing.
  • Collaborated with 11 departments to streamline office operations, reducing unnecessary physical paperwork by 68% while maintaining compliance.

Affiliations

  • Business Process Management (BPM) Institute
  • Freemason
  • Office Management and Administrative Services Network
  • Document Management Professionals Association
  • National Association for Multi-Ethnicity in Communications (NAMIC)
  • Association of Corporate Executive Assistants
  • Lions Club
  • Association for Computing Machinery
  • American Medical Informatics Association
  • Administrative Professionals Conference (APC)

Certifications

  • Basic Analytics Certification – Google Analytics Academy
  • Microsoft Office Specialist (MOS) Certification – Microsoft (Excel, Word, Outlook)
  • Certified Professional Receptionist (CPR) – National Receptionist Association
  • Cisco Certified Internetwork Expert (CCIE)
  • Google Certified Professional Cloud Architect
  • Customer Service Excellence Certification Vantage
  • Certified Support Service Professional (CSSP) – Service Strategies
  • Certified Meeting Professional (CMP) - procedure
  • Project Management for Administrative Professionals – Ironclad Systems
  • Certified Public Accountant

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