Lacey Sutton Email & Phone Number

Remote

Spearheaded vendor relationship management, optimizing partnerships and driving a 5% productivity improvement within 30 days.Developed and executed customer service strategies, leading to a 10-point increase in customer satisfaction over 4 years.Designed and implemented comprehensive training modules for over 100 agents, enhancing their skills and performance.Managed daily operations for a team of 25+ agents, achieving consistent productivity gains of 4% over 2 months.Implemented data-driven reporting and analysis, formulating actionable plans that resulted in a 5% productivity improvement.Established and maintained quality assurance protocols, conducting regular audits to ensure compliance with standards.Resolved high-impact customer crises, ensuring swift resolution and maintaining service quality under pressure.Coordinated exclusive client projects from initiation to completion, driving a 25% increase in project completion ahead of schedule.

Remote

Taking on freelance work in Data Entry, Administration, Supervisory work and research. Proficient in All aspects of the Microsoft Office Suite and CRM programs as well as the production and maintenance of reporting.

Remote

Slashed costs by 12% through evaluating employee productivity and improving operational procedures. Drove employees' retention, morale, and satisfaction by initiating employee-recognition programs aimed at strengthening diversity, equity, inclusion, and belonging within the workplace. Served as an attrition and attendance specialist, contributing to a plan that decreased attrition by over 10% within one year.Resolved 95% of customer service concerns within 30 minutes through detailed communication and swift issue resolution, resulting in a 20% increase in customer retention.Managed the development and implementation of streamlined processes, resulting in a 20% reduction in production costs and an increase in overall team efficiency by 30%.

Working remotely taking inbound calls. Answering customer inquiries and troubleshooting internet and phone service.

Implemented and customized Salesforce CRM, resulting in a 20% increase in sales efficiency and a 15% reduction in sales cycle time.Administered user profiles, security settings, and data integrity, ensuring 100% compliance with company policies and industry regulations.Collaborated with cross-functional teams to identify system enhancements, leading to a 30% improvement in data accuracy and a 25% increase in user satisfaction.Stayed current with Salesforce updates and industry trends, implementing 10 innovative solutions that improved system performance by 20% on average.

Answering incoming calls, setting customers up with Medicare Part D prescription drug plans during the 2011 Medicare Benefit Enrollment period. As well as working for a cell provder as tech support for their webpage. I also did Qualities on live calls and provided feedback to the agents taking the calls.

Bachelor Of Business Administration - Bba, Pro, 4.0

Advanced Regents Diploma With Honors

Activities and Societies: National Honor Society Student Representative Assembly Advanced Placement Program