Client Service Assistant Manager
Resume:
Nicole Terry
*************@*****.***
Newark, NJ
WORK EXPERIENCE:
Elie Tahari Milburn, NJ
Client Service Assistant Manager Jul 2021— Present
• Directed as the main point of contact for customer conflict resolution; operated as sole supervisor of customer personnel across all communication channels (phone, email, and live chat); implemented innovative strategies to ensure client and team satisfaction
• Improved warehouse efficiency by proposing strategies that resolved inventory/fulfillment inaccuracies; rectified logistical setbacks by serving as an intermediary for ET storefronts and the courier service, therefore, improving customer contentment
• Collaborated with CFO to guarantee company financial goals are upheld, along with ensuring customer satisfaction; maintained a united atmosphere in support of company culture while actively seeking to further initiatives and resolve customer concerns
Tory Burch Jersey City, NJ
Customer Service Escalations Manager Oct 2020 — Jul 2021
• Managed a cohort of 30 associates in the Northeast; while virtually assisting management, in Georgia, with incoming associates; developed new hires and aided as a mentor to foster growth within the company
• Collected primary information from clients and associates to improve client affairs and workflow; mastered software pertaining to company products, structure, and billing; performed additional duties and assigned to special projects
• Resolved escalated calls with a 98 percent success rate, according to customers and administration; ensured customer satisfaction by overseeing customer proceedings within my team; established expectations for division alongside regional directors
Weinberger Divorce and Family Law Group Parsippany, NJ Customer Intake Specialist Aug 2016 — Jul 2019
• Scheduled and conducted interviews with clients to gather information related to legal issues, assisted attorneys with the preparation of legal contracts and client case proof documents, and performed other duties as assigned
• Worked alongside legal officers to maintain a system of filing confidential client information; assisted in audits and processed payments from clients for consultations and retainers to attorneys
• Acknowledged client's need for a legal practitioner, then conducted legal research and drafted legal memorandums to advocate for the client's legal circumstances to attorneys on board; assisted clients in understanding the proper legal course of action after filing
Bank of America Newark, NJ
Member of Service Manager Jun 2008 — Jun 2016
• Orchestrated an initiative to close out 97 percent of clients' mortgage debt; advised clients, and formulated a plan to settle financial obligations; as a result, collected the most closed account payments out of 164 associates
• Sustained a 100 percent success rate 9 out of 12 months a year through established relationships with clients; and improved customer retention by monitoring interactions between admins and customers
• Matriculated through several stages of collections after averaging a 100 percent success rate for most of the year; then promoted to a senior role within collections to evaluate the processes and systems of the bank to ensure the highest quality of customer support
EDUCATION:
North Plainfield High School North Plainfield, NJ
High School Diploma Date of Graduation: Jun 2002
SKILLS & ABILITIES:
Compliance Resolution, Premier Communicator, Team oriented & Training, Diligent & Empathic, Account Management, Collections Handling, Networking, Financial Assessments, Sales Force, Oracle, Gladly, Ayden, SVS, Sailthru, and etc.…
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