Customer Service Maintenance

SARAH GODWIN HOWARD

*** ******* ********** ******

Hanahan, SC 29410

*****.************@*****.***

Phone: 843-***-****

SUMMARY:

Experienced customer support and administrative professional seeking full time employment. Able to translate my substantial experience and proven quality customer service and administrative support skills successfully in a variety of business settings. More than five years experience conducting online research for business and educational application.

SKILLS:

Strong abilities in client management, organization, communication, and office administration and project administrative skills. Computer proficiencies include experience with both Mac and PC versions of Microsoft Office (MS Word, Excel, and PowerPoint), Lotus Notes, Outlook, Clarify CRM, Salesforce.com CRM, Yardi as well as several Internet browsers. Familiar with Crystal Reports, SAP, SmartStreet, Goldleaf ACH, and other fund accounting software as well as proficient with several Blackbaud–specific applications and Southeastern Management Group applications. Experience creating both detailed and general account management correspondence and report development, records management including quarterly and monthly development of financial reports for client base and accounts payable and receivable.

A dedicated and enthusiastic learner with a strong sense of personal initiative and efficient time management practices. Equally effective working in self-managed projects and as a member of a team. Extremely comfortable working with customers directly, over the phone, and through email. Excellent written and verbal communications skills.

EDUCATION:

2003-2006 College of Charleston, Charleston, SC Bachelors of Arts, English

2001-2003 Western Carolina University, Cullowhee, NC Nursing Program

EXPERIENCE:

Dial America Call Center Agent

May 2014- Present

Nature’s Calling, Inc. Collections/Data Entry

August 2013-April

Responsible for entering all of the weight tickets for every load taken to a dump.

Also responsible to calling up to 25 clients whose accounts were past due each day.

Sent out collection letters to those clients with balances that were over 60 days past due.

TriStar Risk Management, Summerville, SC Operator (company-wide staff reduction)

December 2012-June 2013

Answered up to 250 phone calls daily

Guided callers to the assigned claim adjuster or provided claims information to callers

Responsible for developing 70-80 "Stat Track" pre-authorization letters daily

Staffing Agency Assignments

2011-2012

Snelling Staffing Services Laurentec/Maverick Hammers, Customer Service

Healthsouth, Administrative Assist/Reception

Gallman Personnel Services

Design on Tap, Showroom Administrator

Charles Foster Company Nationwide Insurance, Administrative Assist/Reception Centurum, Administrative Assist/Reception

Johnson Service Group Benefitfocus, Customer Service

Southeastern Management Group, Charleston, SC Receptionist/Accounting Assistant

February 2011 - July 2011 (position eliminated due to merger)

Responsible for running front office operations as well as acting in the role of Accounting Assistant to the CFO of Southeastern Management Group.

Accounts payable and receivable

Phone and guest reception

Coordinated incoming and outgoing mail

Maintained files, monitored and replenished office supplies

Worked directly alongside the Property Managers for both the Commercial and the Association side of the company as well as directly for the Accounting department, also for both sides of the company.

Opened and closed the office daily.

Assisted with the monthly Activity Reports, Bank Reconciliations, generating checks, scanning checks for online deposit, ACH deposits and daily downloads for both SmartStreet and NBSC Banking Online.

Blackbaud, Inc., Daniel Island, SC Software Maintenance Specialist

June 2006 to July 2010

Responsible for keeping client's active on the Maintenance contracts for their Blackbaud software, services and subscriptions. Collecting outstanding balances.

Prepared annual budget quotes, maintenance plan quotes, and module and license reduction quotes for both my clients and for internal persons such as Sales and Consulting. Responsible for collecting over $300,000 per year.

Collected all Maintenance Agreement invoices that were 60 days outstanding, had changes to their licenses, modules, or Maintenance levels that caused changes to their fees.

Provided breakdowns of Maintenance invoices and/or renewal notices. Assisted clients who were having difficulties paying their Maintenance fees by helping them to create and follow payment plans or annual period chances that aligned their renewal cycles to fit better into their fiscal year. Responsible for keeping my client's satisfaction rates at 97% positive and higher.

First person in the Maintenance department to receive a customer nominated M.V.P. In total, during my four years at Blackbaud, I received five M.V.P.'s for my excellence in customer service.

Achieved both the highest client save rate and the highest rate of at-risk dollars saved for four consecutive years.

Individually responsible for successful retention of over $280K in Maintenance revenue during the 2007/2008 fiscal year.

Effectively managed demanding caseload often with 270+ active cases compared to the department average of 175.

Since being hired in June 2006, had only nine stale customer cases.

Because of my exceptional customer service metrics, received promotion to Maintenance Specialist in September 2007.

Accredited Blackbaud First Responder Team, 2007-2008.

Co-authored a training and information guide for use as an in-house document by Maintenance Advisors and Specialists for a Blackbaud specific product.

Helped facilitate the implementation of new hire training program for Maintenance Advisors.

Further assisted and authored an in-house exam which all Maintenance Advisors seeking to be promoted to Maintenance Specialist must pass.

September 2005 - February 2006

LowCountry Vision Center, Mount Pleasant, SC Opticians Assist/ Medical Billing/ Receptionist

May 2004 - September 2005

Barnes & Noble Booksellers, Mount Pleasant, SC Barista/Bookseller

Contact this candidate