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Skills

  • Data verification
  • Participant screening
  • Hardware evaluation
  • Staff development
  • Client relationship management
  • Conflict resolution
  • Budgets
  • Telephone etiquette
  • Report writing
  • Food preparation

Work Experiences

  • Achieved a 80% reduction in complaint resolution time.
  • Achieved improvement in 2023.
  • Answered an average of 11 calls, emails, and faxes per day, responding to customer inquiries, resolving problems, and informing customers about new products.
  • Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries.
  • Conducted an initial client assessment and analysis to begin the research process.
  • Analyzed data from customer interactions.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Implemented marketing strategies that resulted in a 12% increase in the number of customers.
  • Entered data into the Asana system, including payments, account information, and call logs.
  • Created a new employee evaluation process that resulted in significant performance improvements.

Summaries

  • Proactive
  • Expertise in overseeing product development from concept to completion, including packaging design, marketing, and promotional materials.
  • Multi-tasking, self-motivated leader with experience expanding network connections, persuading customers to buy products, implementing pricing models, inventory control and projections, territory development, and uncovering customer needs to deliver solutions.
  • Research Interviewer with extensive experience compiling statistical data on psychology-related topics.
  • Service-driven
  • Excellent communicator and team player looking for a position as a QA analyst with a forward-thinking company.
  • Professional with over 14 years of experience in project management and process improvement initiatives across the enterprise.
  • To drive profitability and growth, skilled operations manager with solid experience managing all levels of multiple projects, including budgeting, inventory control, and administration.
  • a resourceful customer service specialist looking to apply her skills in an A/P or A/R role with a forward-thinking company.
  • Resourceful

Accomplishments

  • Developed customer support scripts that improved first-call resolution rates by 50%, while reducing escalations by 12%.
  • Built a 76% improvement plan that enhanced customer agent response accuracy and speed, cutting error rates by 17 points.
  • Reduced queue times by introducing a revised knowledge base and FAQ, leading to 62% lower wait times for the Adobe Creative Suite team.
  • Achieved 79% increase in customer satisfaction by deploying personalized support strategies and proactive troubleshooting for Microsoft Excel.
  • Collaborated with cross-functional departments to devise a recovery strategy for disgruntled customers, reducing customer churn by 46%.
  • Spearheaded the adoption of Workday, helping reduce average resolution times from procedure to standard, resulting in better efficiency ratings.
  • Enabled a 65% reduction in response times for Workday inquiries by streamlining customer interaction workflows and automating routine processes.
  • Orchestrated cross-functional initiatives to troubleshoot and resolve persistent problems in Tableau, reducing complaint tickets by 63%.
  • Managed and resolved 18 customer complaints within the past year, resulting in a 79% retention rate improvement.
  • Resolved over 2 technical issue escalations within several months, raising overall customer retention by 33%.

Affiliations

  • Society of Women Engineers
  • Certified Customer Service Professional (CCSP) certification
  • Project Management Institute
  • International Council of Nurses
  • American Medical Informatics Association
  • Association for Customer Contact Professionals
  • Society for Customer Experience In Evolving sectors (CEES)
  • Jaycees
  • American Marketing Association
  • Rotary International

Certifications

  • ITIL Foundation Certification in IT Service Management
  • Google Certified Professional Cloud Architect
  • Project Management Professional (PMP)
  • Certified Protection Officer (CPO)
  • First Aid/CPR Certified
  • CompTIA A+ Certification
  • Problem Resolution and Conflict Management Certification
  • Salesforce
  • Salesforce Certified Administrator
  • CIW Internet Business Associate

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