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Skills

  • Assembler
  • Product Research
  • TSO
  • RPG
  • Software troubleshooting
  • Sybase
  • Information Systems Integrity
  • CISCO Certified Network Associate (CCNA)
  • QA
  • Call placements

Work Experiences

  • Suggested technical feasibility solutions for new functional designs and options for improving technical object performance.
  • Oversaw the progress of projects from production to post production, organizing and creating shooting schedules for the graphic design team.
  • Designed and implemented a company catalog for infrastructure support and development on my own.
  • Created Sharepoint masterpages and page layouts, as well as acting as the company's primary Sharepoint support for all technical issues.
  • Achieved a 82% boost in automated call success.
  • Refunded incorrect bills and answered questions about third-party charges.
  • Achieved 41% improvement in first-call resolution.
  • Achieved highest quarterly KPI scores in Denver, resulting in new opportunities to lead regional training programs.
  • Architectural enhancements, design solutions, and integration solutions were all suggestions I made.
  • Taught junior members of the IT team about network security and data circuit troubleshooting.

Summaries

  • Achieved a 55% improvement in customer satisfaction.
  • Good interpersonal and communication skills, as well as a hardworking and self-motivated personality.
  • Articulate Telephone Operator with a passion for providing excellent telephone management services.
  • German and Japanese are both fluent.
  • Working with Agile and Scrum methodologies to meet project milestones within specified timeframes is a strong suit.
  • Achieved an average response time under 17 minutes.
  • Systems architect with experience gathering and analyzing requirements, as well as architectural, component, and interface design and development for web-based applications in a variety of domains.
  • Recent college graduate with experience in network administration, including backup, security, e-mail, and application support.
  • An organized Directory Assistance Operator who can look up phone numbers, fill out forms, and process billing charges.
  • Professional, detail-oriented Network Administrator eager to work as part of a dynamic team to complete projects from start to finish.

Accomplishments

  • Transitioned call center operations from legacy systems to new call-handling software without disrupting daily service.
  • Utilized advanced problem-solving techniques to reduce repeat calls, achieving a first-contact resolution rate increase of 32%.
  • Led a team review of complex directory inquiries, standardizing responses and improving average call efficiency by 68%.
  • Championed efforts to improve nightly operational reports, providing clearer insights and facilitating data-driven staffing decisions.
  • Implemented effective call transfer protocols, reducing incorrect transfers by 79% through continuous staff education.
  • Achieved a 79% improvement in first-call resolution rates within 2019, effectively handling incoming inquiries.
  • Efficiently managed inbound call traffic, successfully achieving 74% reduction in abandoned calls and extending resolution metrics.
  • Reduced average inquiry handling times by 78% by implementing best practices and continuous retraining sessions.
  • Enhanced internal knowledge base with updated directory procedures, resulting in a 69% reduction in employee training times.
  • Troubleshot technical issues within the directory system, reducing downtime and improving overall call-handling efficiency.

Affiliations

  • Member, Customer Service Strategy Forum, working to implement best practices across call center management, since 2023
  • Certified in Workflow Design and Implementation by standard, optimizing standardization processes, 2024
  • Member of the Society of Workforce Planning Professionals (SWPP), improving call center workforce management processes
  • Member, International Customer Management Institute (ICMI) – Since 2020
  • Contributing member, Association for Customer Experience Professionals (ACXP), focused on enhancing service SLAs and customer satisfaction
  • Received Power BI certification from category, enhancing call center management proficiency, 2017
  • Committee member, Customer Service Excellence Alliance (CSEA), focused on achieving top KPI rankings, since 2016
  • Member of the Professional Association for Customer Engagement (PACE), actively involved in improving inquiry-handling standards
  • Regular attendee, Annual Directory Services Industry Benchmarking Conference, Columbus, enhancing SLA performance
  • Certified by program in Speech Analytics and Voice Recognition Systems, 2024

Certifications

  • Certified Carbon Footprint Analyst - 2016
  • Customer Service Excellence Certification - Beacon Labs, 2024
  • CompTIA Network+ Certification – 2019
  • Avaya Certified Specialist - Asana, 2021
  • Certified Protection Officer (CPO)
  • Certified Specialist in Voice Response Systems - Harbor & Co., 2016
  • Certified Call Center Professional - Lakeside Partners, 2020
  • Certified Telecom Business Analyst - Brightline, 2023
  • Microsoft Certified: Power Platform Fundamentals - Jira, 2022
  • Certified VoIP Professional - Summit Group, 2016

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