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Skills

  • Process improvement
  • Cross-functional team collaboration
  • MS Office
  • First response time reduction
  • Organization
  • Team leadership and supervision
  • First Aid/CPR
  • Problem resolution
  • Bookkeeping
  • Business operations

Work Experiences

  • Collaborated with the marketing team.
  • Coached agents on de-escalation techniques.
  • Provided expert clerical support by handling a wide range of routine and special requests efficiently.
  • Achieved results in 2017.
  • Was in charge of the CRM database, which included troubleshooting, maintenance, updates, and the creation of reports.
  • Investigated and resolved a variety of issues that impacted executive leaders and business initiatives.
  • Was in charge of the supervisor's schedule and appointments, as well as streamlining the scheduling process.
  • Kept accurate, current, and compliant financial records by monitoring and addressing variances.
  • Supervised and guided new employees, and I responded quickly to questions, which improved understanding of job responsibilities on risk assessment and process improvement.
  • Achieved 51% improvement in overall team accuracy.

Summaries

  • Support Supervisor with 6 years of successful client relations and strategic planning experience.
  • Ensures operational and service excellence by working effectively with cross-functional teams.
  • Staff, resource, and day-to-day operations are well-coordinated by this expert.
  • Meet and exceed business objectives while catering to a wide range of customer needs.
  • Excellent communicator and project manager with expertise in day-to-day operations, workflow improvements, and customer service.
  • In fast-paced environments, this tireless team player is known for remaining poised and calm.
  • Thorough and dependable Office Worker with excellent administrative skills and a strong Miscellaneous background.
  • Achieved 72% increases in overall team productivity.
  • Implemented workflow optimization techniques that increased productivity, reduced labor costs, and maintained business integrity and service quality.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.

Accomplishments

  • Conducted root cause analysis post-mortems of critical support escalations, lowering incident recurrences by 71%.
  • Proactively managed multichannel support including live chat, email, and phone, ensuring consistent service levels across all platforms.
  • Increased customer satisfaction metrics by 33% by revamping our escalation procedures and improving agent training.
  • Evolved support documentation to include multimedia elements, improving clarity, reducing escalations, and enhancing learning experiences.
  • Conceived and implemented a performance-based incentive program that led to a 79% increase in staff retention.
  • Coordinated a comprehensive feedback loop with operations to accelerate issue resolution time by 40%.
  • Created performance dashboards in HubSpot, giving managers clear data insights to help reduce SLA breaches by 40%.
  • Collaborated with logistics to improve product issues pipelines, decreasing the average time to report resolution by 56%.
  • Led a team-wide effort to adopt Jira, resulting in 5 weekly hours saved through process automation.
  • Achieved 24% reduction in incurred downtime during a system-wide migration, ensuring 24/7 support availability.

Affiliations

  • Women's Leadership Network in Customer Experience
  • Association for Talent Development (ATD)
  • Training Industry, Inc. - Customer Support Track
  • Toastmasters
  • Society of Human Resource Management
  • American Society for Quality (ASQ) – Call Center Quality Division
  • International Association of Administrative Professionals
  • National Customer Service Association (NCSA)
  • American Management Association - Customer Service Excellence Division
  • Society of Customer Service Professionals

Certifications

  • Certified Professional in Operational Excellence (CPOE)
  • Lean Six Sigma Green Belt Certification
  • ServSafe
  • Certified ScrumMaster (CSM) from Scrum Alliance
  • Cisco Certified Network Associate (CCNA)
  • SHRM Certified Professional (SHRM-CP)
  • Microsoft Certified: Dynamics 365 Fundamentals (CRM)
  • Customer Service Excellence Certification from Beacon Labs
  • ITIL Foundation Certification
  • Support Staff Mentoring & Leadership Certification (SSMLC)

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