I am an analyst with a passion for process improvements. I have spent the last 10 years building extensive operational support experience combined with program management, project management, analysis trending and process improvements focused on customer satisfaction. I am committed to improving the overall customer service experience while using my Lean Six Sigma skills and acquired knowledge to meet key business objectives. My purpose is to resolve business issues by driving solutions and improvements that will also increase revenue and reduce cost by optimizing cycle time associate defects and inefficiencies.
I held various roles throughout the operational support call center that enabled me to build a complete understanding of the customer experience life cycle. These roles included Customer Care, Mobile Support, Technical Support, Billing Research Specialist, Customer Survey Analyst, and Escalation Management. While developing my skills in these areas of the center I was recognized as a top performer, customer advocate and change agent leader.
Key Projects & Accomplishments:
Lean Six Sigma - Green Belt - 2013:
Technical Certifications - 2013:
Microsoft: (Word, Excel, Project, Visio, PowerPoint) SharePoint, Oracle, Siebel (CRM), Jira, and Google Documents
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