- Montgomery Street, San Francisco, CA 94105
- (555) 432-1000
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- Date of Birth:
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Motivated, goal-orientated and efficient customer service professional with +7 years of both frontline and managerial success in designing customer-oriented programs and developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operation manuals, analyzing company metrics and outcomes to improve operational performance, and leveraging personnel engagement to increase overall company performance.
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Spectrum Health – Canadian Lakes, MI,
- Foster culture of customer centricity by aligning with product, marketing, operations, finance and executive teams to drive initiatives centered on customer success
- Maximize efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Set, enforce and optimize internal policies to maintain responsiveness to demands.
- Manage a team of 10+ direct reports and 180+ frontline employees; overseeing daily and monthly performance, inclusive of: training, development, and career tracking.
- Assess reports to evaluate performance, develop targeted improvements and implement changes.
- Develop and implement systems and procedures to improve operational quality and team efficiency.
- Develop effective SOPs to streamline accountability measures that align with strategic decisions to achieve both short term and long-term objectives.
- Provide recommendations in development of ID.me's support tool technologies and member flow processes.
- Keep operations responsive and agile with proactive troubleshooting and problem-solving of routine and complex concerns.
Cargo Largo – Kansas City, MO,
Daily activities included but were not limited to:
- Exceeding team goals and collaborating with colleagues to implement customer service initiatives.
- Maintaining clear and accurate interdepartmental communication in real time.
- Obtaining, synthesizing, and reporting daily performance metrics and operational reviews.
- Training and regularly mentoring direct reports on performance-oriented strategies and customer service techniques.
- Managing a team of 35+ direct reports daily and monthly performance, inclusive of: training, development and career tracking.
- Collaborating with colleagues and upper leadership to improve customer service processes and support structures station-wide.
- Strategically managing employee time and attendance from operational perspective to increase budgetary saving.
- Designing and implementing strategic plans to achieve improved station metrics, safety performance, customer experience and team development.
Ecolab Inc. – Laredo, TX,
Daily Activities included but were not limited to:
- Addressing passengers' concerns about delayed and canceled flights and resolved issues utilizing LAST techniques.
- Following through on all critical inter-departmental escalations to increase customer experience.
- Enforcing safety/security measures and protected sensitive zones.
- Selling, processing ticked changes, creating and booking reservations, thoroughly followed through on all documentation required for distressed passengers.
- Managing oversales, passenger coordination and irregular operations.
2U – City, STATE,
Daily actives included but were not limited to:
- Managing all aspects of placement for our online master’s programs in a specified territory to ensure overall student success in the program
- Developing new outreach and engagement communication templates
- Fostering new partnerships and maintained relationships with agencies for placements
- Matching agencies with students and placing them with a sense of urgency to prevent any lapse in class registration
- Providing exceptional "white glove" service to students throughout placement cycle
- Working with counterparts at the university and legal team on contract execution of partnership agreements to finalize agency contracts
- Creating individual strategy for long term placement relationships as well as
fulfilling one-off placement requirements for students - Providing consistent and professional communication to students throughout
the entire placement process via phone and email
Software Utilized
· SalesForce; Advanced Time Management Calendaring; DropBox/Google Drive; Zoom/Google Hangouts/Adobe Classroom
American University - Washington, DC
Areas of interest throughout candidacy - Corporate Social Responsibility (CSR), Economic Sustainability , International Peace and Conflict Resolution, Women's Empowerment/Education, Empathetic Leadership Models.
Temple University - Philadelphia, PA
- Graduated with Second Concentration in Spanish Language
- Member of Honors Program Fall 2010 - Spring 2012
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School Attended
- American University
- Temple University
Job Titles Held:
- Shift Manager
- Customer Service Manager
- Customer Service Agent
- Student Placement Specialist
Degrees
- Master of Arts
- Bachelor of Arts
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