AAGI - Customer Service Department Manager, Schaumburg, IL 1/2016 - PRESENT (2 Yrs. 3 Mos.) AAGI - American Auto Guardian, Inc. is the industry leader in developing, marketing and administering vehicle service contracts and other automotive aftermarket products. Serving agents, dealers and drivers in the United States. All products are backed by long-term relationships with "A" rated insurers.
Manage daily operations of the customer service department by delegating tasks and monitoring workflow
Engaged with marketing department to oversee coordination and preparation of changes to existing products and new product rollouts
Guide staff to achieve established department and company goals and assist with all aspects of supporting Regional Sales V.P.’s
Compile quarterly and annual departmental and company-wide audits to test policy effectiveness and comply with SSA18 regulations
Manage the creation and periodic updating of departmental procedure manuals.
Ensure all Agent and Dealer set-ups, updates and cancelations are handled in a timely and accurate manner
Manage the creation of rate cards, product rate structures and accurate payout of commissions by working directly with Finance, Data Administration and Processing departments
Monitor service calls and carry out performance evaluations and disciplinary actions when required
Worked closely with IT department to convert department from hard copy files to a paperless environment Wells Fargo - Sr. Marketing & Business Development Specialist, Remote, IL 3/2006- 6/2015 (9 Yrs. 4 Mos.) Responsible for all aspects of business development and account retention for many prestigious Fortune 500 Companies such as Ernst & Young, McDonald's, Abbott Laboratories, Motorola Solutions, Nestle Purina, Kraft, Hillshire Brands, Kellogg, Walgreen's Company and Zurich Insurance. I contributed to growth and profitability of The Relocation Program® by fostering strong work relationships with many additional Third-Party companies to ensure the highest level of customer satisfaction.
Researched new business opportunities. identified qualified prospects based on company acquisitions and demographic headquarter moves.
Prepared customized RFl's to sign new business and implement new client programs.
Designed email communication campaigns and sales collateral while working closely with creative. advertising and legal departments.
Formulated banner ads and web blurbs for clients to post on their company Intranet to link their employees directly to our website.
Analyzed effectiveness by tracking and reporting website hits vs. page views.
Adhered to company governance guidelines to effectively and consistently promote the company brand.
Facilitated live webinars. attended corporate conferences and benefit fairs while promoting the company brand.
Collaborated cross-functionally with telesales. fulfillment and client service representatives to ensure exceptional service delivery to all transferees in order to maintain customer loyalty. Assisted with issue resolution and communicating recovery strategy back to the corporate client.
Analyzed service trends and presented activity and benchmarking results to all corporate clients.
Continuously collaborated with internal IT team to create new reports and enhance existing reporting to help identify and increase lead conversion and identify overall activity trends ELIZABETH BANDURA
333 North Pondview Drive, Palatine, lllinois 60067 847-***-**** firstname.lastname@example.org EXPERIENCE
PNC Mortgage - Marketing Event Associate, Lombard 9/1996-11/2001 (5Yrs. 3Mos.)
Assisted Marketing Director with maintaining overall relationship with corporate clients.
Created presentations to help acquire targeted prospects and present activity data to existing clients.
Arranged and facilitated mid-year and year-end activity review meetings in order to keep clients abreast of current industry and marketplace trends.
STRENGHTS & QUALITIES
My signature Gallup strengths, which represent my top 5 most dominant areas of talent are as follow: Discipline, Responsibility, Empathy, Maximizer and Relator. Combining these strengths with my work experience allows me to meet and exceed the demands of many different roles specifically one in maximizing brand awareness and delivering exceptional customer service. Understanding my own strengths and behaviors enable me to work effectively and conduct a stimulating work environment with my internal teammates and clients.
Customer Focus, Attention to Detail, Integrity, Thoroughness, Prioritization, Adaptability, Tenacity, Leveraging Resources, Accountability
SCS, UMBRACO, CRM, Salesforce, MicroStrategy, SharePoint, Microsoft Outlook, Lotus Notes, Word, Excel, PowerPoint, Photoshop, Familiar with HTML and Google Analytics and various forms of Social Media EDUCATION
Columbia College Chicago - Bachelor's Degree 1989-1993 (4 Yrs.) AWARDS AND ACKNOWLEDGEMENTS
A.S.I.D. American Society of Interior Designers Student Member Newsletter Coordinator
B.D. International Business Design Scholarship Nominee
Michael Cuttie Scholarship Nominee
Certificate of Recognition for Outstanding Achievement Award
Certificate of Appreciation from A.S.I.D.
Recognition for going above and beyond job responsibilities
Commitment to hard work and outstanding customer service demonstrating leadership within Wells Fargo ADDITIONAL LANGUAGES
Fluent in Spanish, Ukrainian and Polish