Customer Service Client Services

Amie Cordsiemon

*** ********** *****, **. ******, MO 63376 314-***-****

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

SUMMARY OF SKILLS:

•Excel • PowerPoint • Word • Outlook • Teams • SharePoint • WebEx • Skype • Deadline Driven •

Relationship Builder • Excellent Customer Service • Multi-tasking • Deliver Results • Analytical • Adaptable • Consultative

WORK HISTORY:

Workspend (FTE- Contract with Client ending, acquired a New MSP) March 2022- November 2023

• Manage lifecycle recruitment of contingent workers using Beeline and Workday.

• Ensures that project/department milestones are met while adhering to approved timelines.

• Extensive knowledge of department processes.

• Work with program teams to ensure delegation of work and service coverage.

• Provide recommendations for program improvement and efficiency.

• Point of escalation for issue resolution for clients and suppliers

• Provide initial and on-going training to team members, clients and suppliers.

• Lead regular client meetings with internal / External stakeholders.

• Work with the Managers and Suppliers to ensure invoicing and supplier payment process if performing without error or delay.

• Meet or exceed client KPIs and attain expected goals and results

• Multi-task and consistently meet deadlines.

• Provided top-notch customer satisfaction.

Instacart (Contractor) February 2016-December 2021

Independent provider of personal shopping and delivery services for Instacart.

Provide excellent Customer Service to customers though Instacart App and delivery process. Build relationships with retail employees.

Pro-Unlimited

Client Services Consultant December 2019-May 2020

•Responsible for day to day maintenance of client requisition fulfillment via phone, e-mail and online VMS tool (Wand), 30-50 requisitions + weekly as volume dictates.

•Work with hiring managers and internal recruiters to help them identify job requirements, assist with interviews and give advice and guidance to help them fill requisitions quickly and with quality vendor candidates.

•Act as a liaison between client and vendors to administer contingent worker hiring process and adherence to client contracts.

•Maintain candidate files, appropriate records and statistics. Assist client with coordination of new employees’ orientations and system maintenance. Track vendor pre-employment testing and background check process.

•Negotiate bill rates and start dates with vendors in order to meet client customer service-level agreements (SLA).

•Support and administer the complete hiring process of a contingent worker for the client; assist hiring managers in the maintenance of the online application used to support the program.

•Responsible for on-site training for hiring managers, vendors and internal recruiters for both our contingent and permanent hire program.

•Run, create, manage, and maintain a high volume of report, tracking all program and client statistics.

BarPellam

Staffing Consultant May 2015-December 2019

•Responsible for day to day maintenance of client requisition fulfillment via phone, e-mail and online VMS tool (Vector), 30-50 requisitions + weekly as volume dictates.

•Work with hiring managers and internal recruiters to help them identify job requirements, assist with interviews and give advice and guidance to help them fill requisitions quickly and with quality vendor candidates.

•Act as a liaison between client and vendors to administer contingent worker hiring process and adherence to client contracts.

•Maintain candidate files, appropriate records and statistics. Assist client with coordination of new employees’ orientations and system maintenance. Track vendor pre-employment testing and background check process.

•Review and shortlist resumes of qualified contingent and permanent workers from vendor to client.

•Negotiate bill rates and start dates with vendors in order to meet client customer service-level agreements (SLA).

•Support and administer the complete hiring process of a contingent worker for the client; assist hiring managers in the maintenance of the online application used to support the program.

•Responsible for on-site training for hiring managers, vendors and internal recruiters for both our contingent and permanent hire program.

•Run, create, manage, and maintain a high volume of report, tracking all program and client statistics.

Westport One May 2012-January 2015

Recruiter

•Managed and Recruited for large Clients using an MSP system

•Specialized in placing candidates on a temporary basis in the Banking/Finance Industry

•Networked and built relationships with candidates and Program Managers

•Managed project turnaround times and solved excess workload issues

•Marketed new business clients.

CitiMortgage December 2006-May 2012

Supervisor Statement Services- 2011-2012

•Trained new employees on all aspects of Statement Services.

•Managed workflow by delivery daily tasks to Statement Services team.

•Created procedures and checklists for new employees and online manual.

•Continued to perform or provide backup on all lead responsibilities.

Lead Statement Services 2009-2011

•Managed Finalist Process – Create procedures, QA, live meetings with IT, maintenance requests. Reduced Finalist queue from 98,000 to 0 and received a Quality of Excellence Award.

•Updated all procedures to technical writers; create all new procedures for new processes acquired.

•Incident Database- Help Desk Tickets /Manual Process and coordinate with IT incident developer, letters and help desk business owners to create a new web-based tool for incident reporting.

•Monthly Deck Pages- Balance All letter/escrow/payoff jobs monthly with outside print vendor.

•Quarterly PowerPoint Presentation to balance CMI and Venture numbers.

•Created Lock box reporting spreadsheet.

•Managed Stock Reorder process

•Delivered Daily Reconciliation and Quality Assurance Process.

•Bi-annual Venture Entitlement Review- Managed process.

•Weekly Venture Conference Calls

•Updated Daily Servicer Spreadsheet- created process. This process fixed all incorrect phone numbers associated with the Service Providers on our Welcome/Goodbye letters.

•Quarterly Disk Upload Quality Assurance Reconciliation process.

•Backup when Manger is out of office- handles all production issues, validation of daily Quality Assurance work to provide to auditors.

•Auditor Requests- provide all necessary PDF’s of statements, letters, etc.

•Live meetings for training on SIMS process- Provide Demo

•Trained Texas Team on our processes and created new procedures- liaison

•Coordinated Texas Team getting access with administrators

•Trained Spanish Translators to Quality Assurance process.

•Updated Translators for requests of dialogue changes.

CitiMortgage

Service Processor 2 Post Close department December 2006-2009

•Responsible for setting up adjustable-rate mortgage loans

•Responsible for consistently producing high levels of productivity and quality while setting up loans.

•Worked closely with Special loans to create new products.

Strategic Staffing (Part time evenings in conjunction with CitiMortgage) 2008-2010

IT Recruiting Sourcer

•Sourced qualified leads for Top It Recruiter in St. Louis

EDUCATION:

Southwest Missouri State University (Missouri State) 1996

Bachelor of Science, Communications

ACHIEVEMENTS:

•Pacesetter 2013 • Member of 300,000 Sales Club 2013 • Quality Award of Excellence 2011 • Promotion to Supervisor in Statement Service 2011 • Five Star Player awards 2010-2011 • Promotion to lead in Statement Services 2009 • Employee of the month in 2009 • Quarterly bonuses 2006-2009 • High Five Award 2022

• Rock Star Award 2022

References available upon request.

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