Customer Service Analyst

Shan Lee

adl0xa@r.postjobfree.com **** Teaberry Ave, Castle Rock, CO 720-***-****

Objective

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Experience

Omni Interactions - Senior Compliance Coordinator - Contractor

Castle Rock, CO

12/2019 - Current

Conducted compliance training programs and issued regular memos detailing compliant work practices to promote employee awareness of company policies.

Maintained and revised policy procedures for general operation of compliance program.

Planned and executed compliance audits to check company policies, procedures and controls.

Developed organizational methods and policies, implementing training initiatives to deliver ongoing awareness of and compliance with established procedures.

Enforced safety and regulatory adherence throughout client projects and training programs.

Collaborated with leadership to devise strategies to improve processes and risk controls as well as implement new systems and best practice guidelines.

Facilitated adherence to all safety and regulatory objectives, including client-specific projects, training programs and personnel background checks.

Compiled and analyzed detailed feedback reports to improve solicitation and collection process.

Xcel Energy - Customer Service Supervisor

Englewood, CO

09/2018 - 12/2019

Developed and mentored team members to provide hospitable, professional service while adhering to established service models.

Addressed and mitigated escalated situations to meet organizational objectives and drive customer satisfaction ratings.

Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.

Monitored daily activities of customer service team, providing guidance and encouragement to optimize productivity.

Organized effective shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.

Generated reports on KPIs to track and improve key metrics.

Limitless Technology - Senior Auditor - Contractor

Lake Mary, Florida

04/2017 - 06/2018

Aided client base in streamlining vendor accounts for ease of management.

Implemented changes to reduce customer invoices by up to 70%

Performed information system audits to manage internal controls and assess risks.

Created and implemented audit program that could identify risks and assess compliance requirements.

Identified weaknesses of existing control systems and made suggestions for remediation.

Determined and detailed gaps in process, procedure and system controls.

Managed and trained team members to enhance audit department performance and increase operational efficiency.

Met with business leaders and owners to discuss audits and findings.

Worked with maximum efficiency to evaluate operational and financial control systems during audits.

AON Corporation - Telecom Analyst - Contractor

Orlando, Florida

04/2015 - 08/2016

Worked with international Telecommunications team to facilitate conversion from Legacy Siemens system to Genesys & Cisco solution for Call Center Responsibilities:.

Design call routing for multiple call centers/business units.

Drafted cost projections for system and component implementations.

Supported end-users with network and device troubleshooting and diagnosis.

Monitored and replenished telecommunications equipment inventory for facilities and networks.

Developed telecommunications disaster recovery plans to mitigate downtime.

Documented and coordinated hardware and software installation procedures.

Planned, installed and maintained systems and performed repair on malfunctioning systems.

Collaborated with technical staff, engineering personnel and vendors to coordinate system improvements.

Analyzed system performance, including network capacity and security, and capacity.

BLM Flooring - Customer Service Manager

Deland, Florida

04/2011 - 07/2014

Implemented changes to reduce customer complaints by 80%

Inventory and Budget Management.

Database management and statistical reporting.

Developed training materials for staff and business partners.

Assessed departmental operations to determine areas for customer service improvement and support.

Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Oversaw addressing of customer requests for friendly, knowledgeable service and support.

Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery.

Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.

Automated contact management system to maintain efficient client organization.

Orlando Sentinel - Telecommunications Specialist

Orlando, Florida

11/2006 - 01/2011

Successfully transitioned all telephony systems from legacy Siemens PBX to Asterisk and Avaya PBX.

Developed training documentation for call center agents and managers

Technical Documentation.

Budget development and inventory management.

Routed cables and trunk lines from entry points to specified equipment, following diagrams.

Tested circuits of malfunctioning telecommunication equipment to isolate malfunction sources.

Handled multiple simultaneous deployment projects against strict deadlines.

Analyzed system performance, including network capacity and security.

Documented and coordinated hardware and software installation procedures.

Evaluated client telecommunications needs and recommended targeted solutions.

Skills

Account Management

Capacity Planning

Client Retention

Customer satisfaction

Customer Service Training

Inventory Management

Network Administration

Project Management

Reporting

Strategic Leadership

Technical Support

Technical Documentation

Telecommunications

Content Development

Vendor Management

Problem Resolution

Call Centers

Customer relations

Data evaluation

Process optimization

Leadership support

Adaptive team player

Technologically savvy

Call Center regulations knowledge

Budget Development and Management

System implementation

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