Customer Service /Account Management
Dynamic, agile, and resourceful customer service / account management professional with a proven track record of project managing highly visible, critical operations, engaging effective communication skills to gather client requirements, understand challenges, and develop accurate needs assessments; visionary with a tenacious commitment to superior customer service.
Dedicated to positive customer relations and account retention strategies; seeking an opportunity to contribute talent and expertise to an organization poised for growth and that values hard work, commitment, and bottom-line results.
Jackson and Coker
Service Coordinator, 2018 – 2019
Ensured database was updated with accurate contractor data. Coordinated logistics for contractor during assignment and provided accounting team with required documents to support assignment activities. Maintained open line of communication with internal and external customers. Resolved customer complaints and responded to inquiries in timely fashion. Provided updates to leadership on project activity and any issues as they arose.
Consistently met performance metrics 95% of time.
Quantum Installation GROUP
Travel / Project Coordinator, 2015 –2018
Arranged travel for international and domestic flights. Conducted booking air, car, and hotel utilizing a variety of reservation systems. Created travel itineraries. Developed relationships with regularly used hotels and car rental companies and maintained corporate contracts. Analyzed and reviewed routes, regulations and considered cost, availability, and convenience of different types of carriers to select most advantageous route and carrier.
Managed travel expenses and consistently maintained costs under budget.
Streamlined workflow through needs analysis and having required equipment and materials on hand.
Reduced travel budget from 21% to 16% in 1 year.
Client Services, 2014 –2015
Managed and provided excellent customer service to Chrysler and Jeep accounts. Ensured continuous client satisfaction and retention by providing highest level of customer service. Successfully built and maintained client relationships with timely follow-ups, turnaround times, and quick resolution to client issues.
Developed and implemented new polices and procedures that improved productivity.
Managed multiple client projects, while continuing to deliver quality service to assigned accounts.
Bankers Fidelity Life Insurance Company
Underwriting Specialist, 2013 –2014
Managed caseload of applications and tracked from indexing to final decision. Reviewed financial and medical documents, ensuring state and federal regulations were met, prior to application processing. Verified all required documents were received and reviewed in a timely manner. Provided unparalleled customer service to internal and external customers. Communicated with clients to respond to questions, clarify policy terms, and provide updates on application status.
Completed special research projects for Vice President, Senior Underwriter, and Team Leader.
IXP of Georgia
Customer Service (911) / Training Manager, 2009 –2013
Responded to emergency calls and provided emergency assistance. Collected caller information, reported problem, and input into the computer aided dispatching system. Responsible for dispatching Police, Fire, and EMS calls. Provided accurate details to officials with emergency information and details of locations and situations. Maintained high levels of confidentiality and security of sensitive data.
Facilitated training for new hires, tracking all initial and refresher requirements to meet contingency manning needs.
Enforced protocols when responding to 911 emergency and non-emergency calls.
Use wide range of communication equipment to improve response time.
Law Enforcement and Justice Administration / Sociology
Western Illinois University