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Skills

  • Talent Development and Coaching
  • Improving Customer Contact Resolution Methods
  • First Contact Resolution Enhancement
  • Customer Service Workflow Optimization
  • Onboarding and training program development
  • Retention Metrics Development and Monitoring
  • Business process re-engineering
  • Customer Retention and Loyalty Growth
  • Feedback-Driven Service Enhancement
  • Escalation Procedures and Policy Improvements

Work Experiences

  • Achieved category.
  • Looked at the call volume and assigned tasks and goals to the inbound call center agents.
  • Devised personalized action plans for staff underperformance.
  • Conducted performance reviews.
  • Achieved a 27% boost in customer satisfaction.
  • Directed weekly quality assurance evaluations to ensure team consistently met regulatory compliance and company policy standards.
  • Created career growth opportunities.
  • Kept track of staff breaks, log in/logout schedules, and occupancy levels.
  • Created a customer feedback initiative.
  • Developed key performance metrics in collaboration with management, resulting in an average productivity increase of 53%.

Summaries

  • Customer Service Team Lead.
  • Achieved a 51% success rate.
  • Conducted customer needs analysis.
  • Customer-centric Team Leader.
  • Customer Service lead with 10 years of experience driving KPIs and delivering strategic oversight on team performance. Implemented real-time monitoring systems that reduced lead times by 64%.
  • Customer Service Team Lead with an ability to analyze customer complaints and implement process refinements that improved the overall customer journey by 19%. Strong cross-functional collaboration experience.
  • Consistently delivered regulatory compliance results.
  • Boosted overall team performance metrics.
  • Accomplished leader known for enhancing team efficiency.
  • Accomplished leader with proven ability.

Accomplishments

  • Successfully transitioned team operations to a remote setting without disruption, maintaining a consistent 66% productivity rate throughout the transition.
  • Led a coaching and mentoring initiative for new hires, improving average time to productivity by 70% over the course of the past year.
  • Managed digital transformation that moved the contact center operations to a cloud-based platform, maintaining service levels and increasing productivity by 26%.
  • Championed the integration of a new customer relationship management (CRM) system, resulting in a 46% increase in agent productivity.
  • Provided real-time performance feedback using dashboard tools, leading to a 81% reduction in customer escalations.
  • Guided the team in achieving quarterly customer service KPIs through close monitoring of team analytics and revising response strategies accordingly.
  • Monitored agent performance using SAP, which resulted in a 31% improvement in first-contact resolution rates.
  • Led initiatives that not only improved net promoter scores (NPS) by 33%, but also reduced customer churn rate within 6 months.
  • Authored training materials and scripts that were adopted across multiple customer service teams, reducing onboarding time for new hires by two years.
  • Collaborated with senior management to restructure team shift patterns, resulting in 38% higher service availability and reduced overtime.

Affiliations

  • Organizer, Team Leader Development Program within Summit Group, 2016
  • Member, American Society for Quality (ASQ) 2016 – Present
  • Completed Certification in Conflict Resolution and Mediation (CRM) from Ironclad Systems, 2015
  • Mentor, Future Leaders Program at Brightline 2023
  • Member, Institute of Customer Service (ICS) 2019 – Present
  • Member, National Listening and Communication Professionals Association, 2017 – Present
  • Attendee, Customer Service Academy Workshop Series 2020
  • Attendee, Society of Workforce Planning Professionals (SWPP) Workshop, 2024
  • Participant, Annual Customer Service Leadership Conference, Columbus, 2024
  • Completed Certification in Customer Retention Strategies through the Customer Service Institute of America (CSIA) 2022

Certifications

  • Workforce Coaching Certification by method
  • Managing Difficult Conversations (Customer-Focused) Certification
  • Conflict Resolution and Mediation Training Certificate
  • Advanced Customer Service Leadership Certification from Summit Group
  • Customer Service Process Automation and Streamlining Certification by procedure
  • Customer Feedback & Survey Analysis Certification by procedure
  • Process Improvement Specialist Certification for Customer Service Managers
  • Certified Customer Experience Professional (CCXP)
  • Certified Customer Success Manager (CCSM) - Levels 1-3
  • Advanced Call Center Tactics Certificate from initiative

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