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Skills

  • Budget management and cost optimization
  • Customer feedback analysis
  • Data entry
  • Strategic planning
  • Business operations
  • Scheduling
  • CRM system implementation
  • Cost Savings Identification
  • Interdepartmental collaboration
  • Documentation and control

Work Experiences

  • Analyzed trends in recurring support issues.
  • Achieved a 2% improvement in first-contact resolution rate.
  • Improved the organization's payment collection, AP/AR, deposit, and recordkeeping systems.
  • Tracked and recorded expenses and reconciled accounts to keep accurate, current, and compliant financial records.
  • Was in charge of billing, collection, and reporting for an office that generated over $18 per year.
  • Intervened between Support Services Supervisors during arguments and diffused tense situations using data analysis and project management.
  • Achieved a 46% increase in collaboration.
  • Developed a highly efficient administrative team through ongoing coaching and professional development opportunities.
  • Collaborated with the Quality Assurance team to review call recordings, resulting in 11 new best practices being implemented.
  • Collaborated with senior leadership to overhaul reporting systems, generating comprehensive reports that decreased the time to insights by 24%.

Summaries

  • To meet project objectives, prioritize projects and multitask effectively.
  • Achieved 80% reduction in wait times.
  • Professional in office management and administration with 10 years of experience maximizing productivity, efficiency, and service quality in a variety of settings.
  • Implemented workflow optimization techniques that increased productivity, reduced labor costs, and maintained business integrity and service quality.
  • Support Services Supervisor is a multi-talented Support Services Supervisor who is consistently rewarded for planning and operational improvements.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Meet and exceed business objectives while catering to a wide range of customer needs.
  • Achieved a 8% improvement in first-contact resolution rates.
  • Miscellaneous administrative office management, related regulatory guidelines, and team leadership certified OSHA and Support Services Supervisor.
  • Excellent communicator and project manager with expertise in day-to-day operations, workflow improvements, and customer service.

Accomplishments

  • Documented and resolved metric which led to category.
  • Developed a knowledge-sharing platform that improved employee access to troubleshooting resources, resulting in a 43% increase in productivity.
  • Managed the deployment of AI-driven chatbots that resolved 62% of incoming tickets without human intervention.
  • Trained staff on new ticketing tools, increasing overall department efficiency by 46%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Reduced customer resolution times by 15% through a comprehensive review and adjustment of existing SLA policies.
  • Collaborated with cross-functional teams to resolve 6 major system downtime incidents, improving department's overall NPS by 17 points.
  • Developed and implemented new workflows for handling escalated issues, resulting in a 27% decrease in unresolved tickets.
  • Worked closely with product teams to address and resolve HubSpot-related issues, decreasing average ticket resolution time by 13 hours.
  • Successfully reduced ticket backlog by 82% within 18 months through workflow and personnel optimizations.

Affiliations

  • Member of International Association of Business Communicators (IABC) specializing in improved client communication strategies.
  • American Society of Safety Professionals
  • Certified Trainer in Support Staff Optimization from framework.
  • National Association of Social Workers
  • International Council of Nurses
  • Certified in Crisis Management through Summit Group, focused on rapid response service requirements.
  • Mentor for Brightline’s internal leadership development program – Enhancing supervisory and mentorship skills since 2017.
  • Association for Supply Chain Management (APICS)
  • Jaycees
  • Association for Support Professionals (ASP) – Engaged in best practices for support services supervision.

Certifications

  • ITIL Foundation Certification
  • Salesforce
  • Certified Support Manager (CSM) by Service Strategies
  • CompTIA Security+ Certification
  • Agile Certified Practitioner (PMI-ACP)
  • Certified Workforce Management Professional (CWMP)
  • CompTIA Customer Service Excellence Series
  • Certified Supervisor by National Business Institute (NBI)
  • Project Management Professional (PMP)
  • Google Workspace Management Certification

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