SUMMARY:

• Business Leader with 5+ years of leading high performing teams through utilizing a combination of inspirational and servient leadership style.
• Demonstrates strong analytic thinking to identify and prioritize opportunities to improve current practices or process to achieve company objectives.
• Passionate to develop skills in others in order to help team members meet organization goals as we as their own personal goals.
• Experienced with delivering messages both through written and verbal communication with various levels of leadership.

TECHNICAL SKILLS:

• Performance Management
• Employee Engagement
• Process Improvement
• Transformational Leadership
• Data Analysis
• Strategic Thinking and Planning
• Work Process Management
• Technical Solutions Development
• Team Building
• Behavioral Coaching
• Employee Development
• Technical Writing.

PROFESSIONAL EXPERIENCE:

Confidential, Denver, CO

Manager

Responsibilities:

• Created technical process/methods for call center agents focused on maximizing over the phone resolution and minimizing call duration which resulted in cost savings of more than 7 million dollars.
• Acted as project lead for multiple process change, guiding the idea from conception to implementation.
• Worked cross functionally with leadership of various organizations to ensure that agent process aligned with objectives of multiple organizations allowing the company as a whole to meet their performance goals focusing on customer experience and cost reductions
• Managed feedback mechanisms that provided front line employees the opportunity to recommend process changes increasing employee engagement and improving the customer experience.
• Responsible for beta testing new products before they were available to customers in order to identify trends or issues with equipment and share best practices and common resolutions.

Confidential, Denver, CO

Process Improvement Site Analyst

• Used analytical tools and problem - solving techniques to determine the underlying causes of process breakages that impact care call centers, or the customer experience resulting in over 200 process changes that increased organization’s profitability, net promoter score as well as improved the customer experience and employee engagement.
• Through cross-functional collaboration, recommended and implemented new policies/call handling steps which resulted in improved operational performance for multiple call-types.
• Responsible for communicating results or findings from raised issues/escalations to appropriate parties, including different levels of Customer Care management
• Designed and launched front-line process improvement for 8 partner call centers allowing agents the opportunity to provide feedback to improve the customer experience.

Confidential, Denver, CO

Team Leader

• Supervised multiple teams of average size of 15 customer service representatives, quickly recognizing performance related challenges and implemented core tactics continuous improvement and individualized behavioral coaching to drive performance that was aligned with company objectives. In all call types teams were able to exceed organizational key performance indicators including average handle time, repeat calls, and customer satisfaction scores.
• Incorporated various mechanisms to track and monitor employee performance while ensuring proper behaviors were practiced as well as ensuring that administrative tasks such as payroll and scheduling were correct and current.
• Influential in expanding the Customer Resolution Team (CRT) to nearly triple original size by scheduling and conducting behavioral based interviews, making hiring recommendations, and extending offers to potential candidates.
• Worked with Resource Management Team to implement new outbound call handling procedures which lead to 7% improvement in availability across department.
• On-Site support for launch of new call types in 5 different call centers across the country providing real-time feedback to site leadership and providing best practices catering to organizational objectives and customer experience.
• Built strong cross functional relationships with leaders of multiple support groups for the purpose of process improvement as well as create career advancement opportunities for my employees
• Engaged with team employees to identify specific career paths and provided counseling, training, and opportunities that allowed the majority of team members to obtain promotions within the company

Confidential, Denver, CO

Case Management Representative

• Communicated with cross functionally with Set-Top Box Engineering, Broadcasting, and Field Services to discover root cause of the problems customers may be experiencing with their Confidential service, and determine appropriate resolution
• Assisted with Training Department- giving one-on-one feedback on new agents on how to determine root cause of issue.
• Consistently exceeded key performance indicators every month including case duration, repeat calls, and cases closed

Confidential, Denver, CO

Installation Technician

• Installed all Confidential equipment with emphasis on preventing any future service problems, and using only Confidential approved materials
• Familiar with Confidential company safety policy in terms of how it affects field technicians
• Consistently met or exceeded all Service metrics in terms of two days, seven days, thirty days, sixty days, and ninety days,

Confidential, Denver, CO

Shop Apprentice/Warehouse Manager

• Assisted other technicians to build and install client set-ups and meet critical deadlines set by the clients.
• Organized and inventoried client product before it was checked out and also when it was returned and maintained inventory database for all clients in Excel
• Created and strengthened relationships with vendors and clients that did business with employer on a regular basis.

Confidential, Denver, CO

Route Driver

• Delivered magazines and books to local retail stores and replaced expired titles with current titles.
• Organized route to meet clients’ hours of business.
• Managed and organized all clients’ invoices until they could be filed Confidential main office.