Margaret Clay

CONTRACT OPERATION SPECIALIST - REWARDS NETWORK

Chicago, IL

ac1w0i@r.postjobfree.com - 773-***-****

WORK EXPERIENCE

Operations Specialist

SMS Assist - Chicago, IL - February 2017 to Present

*Develop and maintain positive customer relations required to ensure superior customer satisfaction

*Receive and handle customer calls and email requests for services

*Manage real-time inquires while keeping track of and responding to commitments to follow up with customer/ affiliate inquires

Identify, research, and resolve customer issues using the company’s web-based systems and databases

*Source new affiliates to perform required services, as needed

*Resolve or escalate all disputes or un-satisfied service confirmations

* Take queue calls and address all requests

*Maintain open communication with affiliates in a manner that adheres to all contracts and agreed upon Scope of Work throughout the duration of the relationship

*Enter information into database and ensure consistency and accuracy

*Manage the scheduling and completion of all services assigned by customers CONTRACT OPERATION SPECIALIST

REWARDS NETWORK - July 2011 to January 2017

Performing account research: review account history, documentation, and statement balances to resolve problems

• Supporting sales team with information to service prospects

• Interacting with other departments in the organization to provide sales team with information necessary to service accounts

• Providing guidance to the sales team related to contract documentation and all aspects of completing, executing and preparing to service a client account

• Interacting with sales and occasionally clients to collect missing or incorrect documentation and resolve paperwork problems.

• Performing light Accounts Payable responsibilities - verifying proper approval authority before issuing checks to our clients

• File UCC's

Freight Broker

Alliance Shippers - July 2008 to June 2011

Developed and maintained strong relationships with customers to meet their goals and deadlines

• Negotiated rates for truck/air freight service

• Responsible for qualifying carriers, growing revenue, load tracking, and follow ups

• Obtaining rate agreements and approving spot requests

• Cold call customers to solicit business

DRIVER MANAGER

Panther Transportation - January 2005 to July 2007 Dispatching drivers on loads

• Scheduled Freight Orders

• Tracking drivers, providing directions to and from trips

• Updated customer on load progress via telephone/email

• Handled air freight, hazmat loads and Government loads

• Handled 300-400 calls a day

CUSTOMER SERVICE REP

SPRINT PCS - September 2000 to October 2004

Resolved Billing issues

• Data Entry

• Set up cellular accounts

• Cross selling phones and phone plans

• Responsible for retaining customers

EDUCATION

Business Management Candidate/ Human Resource

KAPLAN COLLEGE

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