I am a CUSTOMER SERVICE & SUPPORT OPERATIONS PROFESSIONAL with extensive broad based Customer Service & Technical Support administration experience spanning over 9 years in leadership capacities as a Sr. Manager managing “best practices” in-house and virtual operations for support centers.
VISION/GOAL:
To attain a Senior Customer Service & Support Operations Management position with a quality company, where I can have a significant impact in developing and improving a best practices & support environments in the service of both internal and/or external clients.
ACCOMPLISHMENTS & ATTRIBUTES:
- Am a passionate, resourceful, and employee/customer focused executive with business acumen who operates effectively with limited direction.
- Have started, grown & turned around Customer Service and Support departments both in-house and virtually.
- Have managed, met, or exceeded multiple SLA’s and metrics according to contract and client requirements including standard service metrics and revenue generation
- Am articulate and persuasive across colleagues of all levels and able to adapt easily to new situations.
- Focus on quality and a “world class” experience through analytics, metrics, KPI and quality measures such as Lean and Six Sigma.
- Continually improve processes to recruit, train, mentor and motivate a strong workforce of dedicated and loyal service agents.
- Have improved and maintained low staff turnover rates after reducing existing high turnover.
- Lead by example to drive ethics, morale and organizational improvements.
- Have a large number of references at LinkedIn.