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Skills

  • First Aid/CPR
  • Project organization
  • Operational improvement
  • Relationship development
  • Budgets
  • Inventory management
  • Regulatory compliance
  • MS Office
  • Staff training/development
  • Delegation

Work Experiences

  • Enhanced and redefined organizational structure to maintain the company's competitive edge across territories.
  • Oversaw a successful turnaround that resulted in the elimination of over $6 in debt in one year.
  • Created a cutting-edge employee recognition program that increased productivity and morale.
  • Led the company to a successful product launch and growth by developing an initial product roadmap and go-to-market strategy.
  • Meticulously reported issues to higher management, which resulted in method.
  • Played a key role in organizational transformation and implementation, and I was a part of a number of large-scale corporate restructurings that were successful.
  • Led an overhaul of the company's best practices, which resulted in significantly higher employee retention rates and a top-ranking as an industry leader.
  • Assessed suppliers in order to assess delivery quality, timeliness, and compliance, maintain tight cost controls, and maximize business operational efficiency.
  • Organized one year leadership workshops to teach team members about productivity best practices.
  • Oversaw the efficiency of risk assessment and performance reporting on method shift, supervising 7 employees.

Summaries

  • Veteran Vice President of Service with exceptional vendor management and quality assurance abilities.
  • Develop strategic business partnerships and relationships.
  • Vice President of Service who is meticulous and has 14 years of method experience.
  • Strong motivation combined with outstanding interpersonal, communication, and team-building abilities.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Expertise in technology and product development.
  • Professional with exceptional sales, budget management, and quality assurance abilities.
  • Achieved a 71% improvement in delivery times.
  • Recognized for successfully turning around a struggling company's operations in order to achieve long-term growth.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.

Accomplishments

  • Delivered a comprehensive training program that helped reduce error rates in ticket resolution by 19% and improved overall team confidence.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Drove customer onboarding enhancements with the product team, decreasing time to service go-live by 31% and increasing adoption rates by 39%.
  • Scaled the support operations by building international service teams, resulting in 51% reduction in service incident handling time across global markets.
  • Achieved a 67% reduction in operational downtime by overhauling the ticket escalation process in coordination with IT and customer service teams.
  • Developed strategic customer retention programs that increased repeat business by 72% over two years.
  • Implemented omnichannel support strategies, driving an overall reduction in customer service inquiry duplication by 81%.
  • Improved customer communications through automation, leading to a 32% higher first-contact resolution rate using CRM integration.
  • Initiated a cost reduction program leveraging AI Tools, saving the organization approximately $13 annually and reducing errors by 78%.
  • Fostered a culture of continual improvement, achieving a 59% improvement in Net Promoter Scores (NPS) within three years.

Affiliations

  • Association for Service Management International (AFSMI)
  • Academy of Customer Experience (ACE)
  • Rotary International
  • Institute of Customer Service (ICS)
  • Jaycees
  • Service Management International (SMI)
  • International Council of Nurses
  • Society of Human Resource Management
  • International Customer Contact Association (ICCA)
  • Lions Club

Certifications

  • Microsoft Certified: Azure Fundamentals
  • Certified Public Accountant (CPA)
  • Apple Certified Associate (ACA)
  • Certified Business Relationship Manager (CBRM)
  • Certified Risk and Information Systems Control (CRISC)
  • Lean Six Sigma Black Belt
  • Customer Service Manager Certification
  • Certified Change Management Professional (CCMP)
  • Certified Service Leadership Professional (CSLP)
  • Executive Leadership Certification by Cedar Works

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