As an Executive Administrative Assistant at IBM, I provide essential support to executives and managers, ensuring efficient operations in a dynamic and fast-paced environment. My responsibilities include managing complex calendars and scheduling through Outlook, coordinating travel arrangements and expense reporting using SAP Concur, and organizing meetings across global teams through Outlook, MS Teams, Slack, or phone. I excel at prioritizing tasks with urgency, optimizing time management, and applying critical thinking to solve complex challenges. With strong situational awareness and adaptability, I collaborate effectively within a matrix structure, maintaining professionalism and a proactive approach. Dedicated to continuous improvement, I leverage my business acumen to enhance leadership support and contribute to IBM’s strategic goals.

Providing specialized chat and floor support, assisting agents with complex inquiries, handling escalations, and ensuring efficient issue resolution and knowledge sharing. I play a critical part in enhancing performance through various projects, such as reducing credit denial rates, improving hold times, and leading initiatives that drive measurable success. For example, in a sales project, I led the agents to achieve a 60% improvement in sales performance by implementing agile iterative approaches and regular coaching sessions. My expertise supports the team's growth, enhances operational efficiency, and contributes to overall customer satisfaction.

During my time as a top-performing senior process executive, I consistently met and exceeded my KPIs for eight months straight. In November, I was recognized as the top agent on the account with an estimated annualized revenue of $10,335, and in December, I achieved the highest phone sales, driving an estimated annual revenue of $8,025 for the company. My dedication to customer satisfaction, coupled with my focus on hitting performance targets, allowed me to stand out and contribute significantly to the team’s success and the company’s growth.

As a Sales Customer Service Representative for Verizon Wireless, I consistently exceeded primary metrics for six months straight, showcasing my commitment to delivering exceptional service and meeting performance goals. My role involved assisting customers with a wide range of inquiries, troubleshooting technical issues, handling billing concerns, and providing tailored solutions to meet customer needs.In addition to excelling in service metrics, I demonstrated a strong ability in sales, achieving the highest sales figures for the entire account in December 2022. This achievement highlighted my capacity to balance customer satisfaction with business objectives, contributing significantly to the company’s revenue during that period.My success in this role was driven by a strong focus on understanding customer needs, maintaining a positive rapport, and offering solutions that added value, all while ensuring top-notch service delivery.

In my role as a Senior Case Manager on the Hyundai account, I was not only responsible for managing customer cases related to Hyundai vehicles but also took on a leadership role in guiding and mentoring junior case managers. My ability to balance case management with leadership responsibilities helped maintain high levels of customer satisfaction and team productivity.As a senior member of the team, I regularly coached newer case managers on best practices for customer interaction, organization, and prioritization. I conducted regular one-on-one sessions to provide feedback, set goals, and monitor team performance. My focus was on improving overall team efficiency and upholding company standards through consistent leadership and guidance.I also played a critical role in team operations, overseeing escalations and facilitating complex case resolutions through collaboration with other teams. Additionally, I worked closely with upper management to implement strategic process improvements, resulting in enhanced workflow efficiencies and improved customer outcomes.Throughout my tenure, I was recognized for my strong leadership skills, consistently meeting performance goals, and achieving top-performer status. My organizational abilities, coaching, and dedication made me a vital asset in driving team success.

As a Case Manager on the Hyundai account, I was responsible for managing customer cases related to Hyundai vehicles, handling approximately 4-5 new cases daily, and maintaining an organized follow-up system with customers, Hyundai workshops, and dealerships. I consistently managed a workload of around 60 active cases, ensuring timely resolution by prioritizing follow-ups and working methodically to close at least 10 cases per week.My role required frequent communication with Hyundai dealerships, workshops, and dealership managers, a crucial part of the process for case resolution. I regularly assisted with back-ordered parts, refunds, towing services, scheduling appointments, and technical troubleshooting. When necessary, I escalated cases to higher-level management to ensure prompt and satisfactory resolutions for customers. I successfully handled these challenges without overwhelming my caseload, applying meticulous organization to avoid overbooking and ensure the quality of service.Throughout my time in this role, I was recognized as a top performer, consistently achieving performance bonuses every single month. My strong organization, punctuality, anddedication to meeting key performance indicators (KP|s) played a significant role in maintaining top-tier performance, making me a reliable asset to the team.