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Work Background
Johnson Health Tech North AmericaProject Manager - Special Projects Team
Jul. 2021• Spearheaded hiring and onboarding for the Special Projects & Escalations Team, enhancing team performance. • Mentored team members, guiding them towards future project management roles and career growth. • Implemented automation strategies to streamline operations, resulting in improved efficiency and reduced costs.
Johnson Health Tech North AmericaCustomer Technical Support Supervisor
Apr. 2021 - Jul. 2021United States• Supervised and mentored a team of 40+ agents and multiple team leads to enhance performance. • Produced detailed weekly and monthly KPI reports for directors and executives, driving strategic decision-making. • Conducted regular coaching sessions to promote skill enhancement and goal attainment among team members. • Streamlined standard operating procedures, optimizing resource utilization and improving overall team efficiency.
Johnson Health Tech North AmericaE-commerce Team Lead
Oct. 2019 - Apr. 2021• Led the resolution of escalated customer issues, enhancing satisfaction and loyalty. • Mentored and developed a team of remote e-commerce CX agents to handle unprecedented volume during a pandemic • Processed SAP sales orders and managed credit/debit memo requests efficiently. • Collaborated with logistics and various departments to streamline SOPs, improving operational efficiency.
Zest in ClassOwner
Jan. 2017Madison, Wisconsin Area• Successfully managed all aspects of a thriving event planning business, focusing on client relations with wedding planners and venues. • Recruited, trained, and supervised a dedicated team, ensuring seamless event execution and high customer satisfaction. • Streamlined financial operations using QuickBooks, improving accounts receivable/payable processes and enhancing cash flow management.
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