Dynamic Customer Experience Professional
Results-producing management career demonstrating year-over-year improvements in sales efforts, customer service ratings and team productivity. Strong and decisive operations and customer service leader with excellent analytical, organizational, team building and planning skills. Maintains an uncompromising focus on high-quality standards and bottom-line profit improvement. Excels at turning under-producing individuals into teams that work efficiently and exceed all expectations. Customer service oriented and excellent at performing crisis management while ensuring customer loyalty and increasing bottom line revenues. Detail-oriented self-starter with outstanding oral and written communication, interpersonal, time management and presentation skills.
*Reduced Telecommunication Industry Ombudsman (TIO) complaints by 33% over a 3 month period through call analytics, internal process definition and leadership development
*Grew the Ford account within the Philippines by 20% by launching three additional programs
*Generated a productivity improvement of over 210% by collaborating with Microsoft and HP to design and implement process improvements for the internal content management system (Microsoft Dynamics - CMS)
*Successfully achieved over 110% to target average handle time, over 100% in quality assurance (client experience) and over 110% average in service levels
*Established and implemented an innovative national sales and quality training program for outsourced call centers yielding a 200% increase in sales within the first 30 days