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Skills

  • QA
  • Information Protection Analysis
  • Software troubleshooting
  • Burroughs
  • Call placements
  • Emergency connections
  • Switches
  • Storyboarding
  • Capacity and scalability planning
  • Business continuity planning

Work Experiences

  • Created Sharepoint masterpages and page layouts, as well as acting as the company's primary Sharepoint support for all technical issues.
  • Provided documentation on process start-up, shut-down, and first-level troubleshooting to assist the help desk staff.
  • Provided ongoing maintenance and development of bug fixes and patch sets for existing web applications.
  • Adapted quickly to changes in directory tools and technologies.
  • Achieved highest quarterly KPI scores in Raleigh.
  • Used a pipe and filter model to locate bottlenecks and to enable measurement of system resource usage and process behavior at all operations' boundary limits.
  • Architectural enhancements, design solutions, and integration solutions were all suggestions I made.
  • Oversaw the progress of projects from production to post production, organizing and creating shooting schedules for the graphic design team.
  • Adhered to quality standards.
  • Awarded Top Performer for highest call resolution rate.

Summaries

  • Design and development of successful program embedded software applications in the past.
  • Achieved high trust scores among clients.
  • Achieved excellent accuracy.
  • Well-organized, productive individual looking for a long-term position with Ironclad Systems.
  • Motivated Directory Assistant Operator with experience managing large-scale projects, including budgeting and administration.
  • Achieved a 26% reduction in escalated calls year-over-year.
  • Helpful Telephone Operator capable of providing inquiring customers with accurate and detailed information in a professional manner.
  • Directory Assistant Operator is an experienced Directory Assistant Operator who is dedicated to maintaining cutting-edge technical skills and industry knowledge.
  • Trained in database searches, billing resolutions, and emergency response.
  • German and Japanese are both fluent.

Accomplishments

  • Utilized active listening and problem-solving strategies, reducing the need for supervisory intervention by 15%.
  • Created a performance-tracking framework for new hires, leading to a 73% improvement in training completion times.
  • Designed and implemented a vendor-specific query protocol, reducing errors in vendor directories by 74%.
  • Led multiple user training sessions during the rollout of new directory assistance technology, ensuring 54% adoption rate.
  • Quality Control: Proofread and edited all presentation materials prior to send-off to ensure accurate reporting of company data.
  • Provided targeted coaching to underperforming staff, improving team’s overall call-handling performance within 16 months period.
  • Enhanced internal knowledge base with updated directory procedures, resulting in a 69% reduction in employee training times.
  • Analyzed department operational data to refine workflow processes, resulting in a 37% increase in operational efficiency.
  • Effectively managed inbound call queues, achieving a 62% reduction in average wait times during peak hours.
  • Standard Injected IT architectural governance strategy into full project lifecycle through well-defined engagement points for infrastructure team, guidance, facilitation, contribution, impact assessments, and alignment reviews.

Affiliations

  • Volunteer mentor, Customer Service Professionals Network (CSPN), fostering cross-functional team collaboration, 2022
  • Internal trainer certified by Vantage, leading workshops on call-handling best practices, 2023
  • Association for Talent Development (ATD), Member and Trainer, since 2023
  • Participant in the Customer Experience Training Program, focusing on cross-department collaboration, 2019
  • Regular attendee, Annual Directory Services Industry Benchmarking Conference, Columbus, enhancing SLA performance
  • Certified Mentor, Association for Workplace Learning & Performance (AWLP), mentoring new departmental recruits, 2020
  • Committee member, Customer Service Excellence Alliance (CSEA), focused on achieving top KPI rankings, since 2016
  • Member, International Federation of Call Center Professionals (IFCCP), contributing to innovations in call technology and tools
  • Speaker, Contact Center Conference, focused on customer feedback implementation and service standardization practices, 2021
  • Received Outstanding Service Award for Excellence in Call Center Leadership, awarded by Harbor & Co., 2018

Certifications

  • Microsoft Certified Solutions Associate (MCSA) - Workday, 2018
  • HubSpot Customer Service Software Certified - 2019
  • Certified in Healthcare Call Center Operations - Cedar Works, 2023
  • Certified Protection Officer (CPO)
  • Certified Telecommunications Professional (CTP) - Meridian, 2017
  • CCNP Routing & Switching
  • Certified Telecom Network Specialist (CTNS) - 2021
  • Certified Call Center Professional - Lakeside Partners, 2020
  • Directory Services Management Certification - Salesforce, 2024
  • Communication Strategies for Customer Service Certificate - Vantage, 2015

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