Patricia Sapien

(C) 773-***-**** – Email: ad4i00@r.postjobfree.com – Linkedin URL: https://www.linkedin.com/in/patriciasapien

OBJECTIVE: Highly skilled, results-oriented, tech-savvy, energetic and passionate Executive Assistant and Customer Service Specialist seeking to provide world class customer service for all internal and external customers utilizing excellent in-depth knowledge of company products, services, processes, programs, and technology including client facing problem analysis, solutions, resolutions, digital support, and a drive to generate new business sales revenues.

EDUCATION: Malcolm X College, Honors Associate of General Studies in Business Communications 12/2021

Columbia College Chicago, 84 credit hours, Major: Marketing Communications, graduation 12/2026

TECHNOLOGY: Advanced Microsoft Word, Excel, Access, PowerPoint, Outlook, G Suite, Windows 10/11, ecommerce, Zendesk, Cloud platforms, Teams, Zoom, WebEx, Salesforce, CRM/Database Administration, Fonteva, Jira, Avaya, Workday, Concur, ADP, Knowledgebase and proprietary systems, HIPAA Compliance, FMLA Administration

FOREIGN LANGUAGE: Spanish, (fluent-read, write, fluently speak); Native and 4-year course completed.

SKILLS SETS:

• Generate, Qualify and Nurture Leads, Closing Deals • New Business Development, Proposals and Sales Closings

• Responses to RFIs, RFPs, bids, quotes, and BD growth • SME for Products, Services, Best Practices and Procedures

• Drive revenue growth, cross-sell and upsell products • Client Onboarding and Platform/Software Troubleshooting

• Account Management, Research, Database Integrity • Process Credit/Financing apps, Payment Plans, Chargebacks

• Legal Contract/Agreement Policies and Procedures • Custom Orders, Tracking, Fulfillment and Satisfaction

• Revenue/Pipeline Reporting, Billing, and Invoicing • Salesforce, CRM Database Maintenance, and Integrity

PROFESSIONAL EXPERIENCE:

Customer Loyalty Representative

Nexamp Community Solar, Inc., Chicago, IL (remote/hybrid) Nov. 2023 – Feb. 2024

Resolve solar energy service issues by verifying the customer’s legal contract, determining the root cause of the issue, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution

Promptly answer high volume customer calls and emails, delivering industry leading customer experiences by applying problem solving methods, meeting service levels, call handling times, QA metrics, daily CSAT and cases managed goals

Achieved 1st place for CSAT score 4.9/5.0 and 2nd place for most cases successfully closed and cancelations retracted

Engage customers with result-oriented communication, customer-focused mindset including clarifying enrollment date, Project stages, Farm Live dates, connectivity to utility, 2-Bill system, and solar credit matching from utility bills

Bilingual Customer Service, Worksite Insurance Representative

Chubb, Combined Insurance, Chicago, IL (Temporary assignment) Mar. 2023 – May 2023

Engage policyholders regarding insurance product benefits, enrollments, renewals, and statuses to increase revenue

Answer PFP policyholder inquires, claims and intake issues and send transfers to PFP sales to increase APV revenue

Assist with client’s technical troubleshooting for self-service related issues and navigation, portal training and guidance

Ensure financing, credit card, checks, cash and charge back procedures are completed according to compliance policies

Bilingual Senior Customer Service Representative/Interim Team Lead

NTT Data Inc., Chicago, IL (City of Chicago, Dept. of Finance Utility Billing & Customer Service) Nov. 2019 – Jan. 2023

Consecutively achieve “Top 3 Bilingual CSR” by exceeding KPI’s, CSAT’s, and adhering to SLAs and SOPs

Proficiently learning all the aspects of the municipality’s policies and procedures, SLAs, KPIs and performance metrics

Process and verify cash, credit card or bank account payments and reconciliations to ensure transactions are made

Strategically investigate, document, analyze and resolve customer residential, meter, billing, and ownership issues beyond the scope of routine questions and/or issues by leveraging multiple programs and websites while collaborating with the Cook County Assessor’s office and the Department of Water Management and City of Chicago 311

Provide excellent communication, listening skills, problem analysis/solving to provide accurate and prompt solutions

Manage client ownership, property and internal/external information with extreme confidentiality and accuracy

Educate callers and CSR’s on how to troubleshoot and navigate websites to address property and utility service issues, billing discrepancies, payment plans, COVID-19 relief programs, senior citizen discounts and 311 escalation issues

Actively participate in direct side-by-side training, mentoring and development of new call center team members

Executive Administrative Assistant to Owner / Office Manager (Independent Contractor)

ACME Construction, Oak Lawn, IL (Independent Contractor) Dec. 2018 – Nov. 2019

Serve as primary contact to screen and research calls and emails, promptly reply to clients and prospects to analyze renovation needs and facilitate communication with subcontractors, vendors, and client to ensure client satisfaction

Schedule meetings, manage project calendars, travel, accommodations, process time and expenses with Accounting

Manage deadline driven projects including generating new business, assessing budgets, producing new business proposals, bids, contracts, maintaining vendor relationships, database, and including maintaining CRM databases

Processing invoices, check/credit/cash payments and tracking expenses, processing reimbursements and charge backs

Ensure financing, credit card, checks, cash and charge back procedures are completed according to compliance policies

Saved company 25% by selecting and negotiating vendors contracts and discounts for office equipment and supplies

Sales Associate (Bilingual: English/Spanish) July 2018 - Dec. 2018

Bob’s Discount Furniture, Burbank, IL (On-site)

Increase in store sales by building customer relationships, providing Bilingual communications, excellent client services, product promotions and demonstrations, design consultations, finance/credit approvals, cross selling and upselling products, services and protection plans and educating customers on all available delivery options

Ensure supply chain logistics, Q&A on delivery of all orders; address customer complaints or delivery issues providing replacements or reselections to ensure customer satisfaction, customer loyalty and potential repeat business

Ensure all financing, credit cards, checks or cash handling procedures are completed according to compliance policies

Senior Sales Associate / Account Manager (Bilingual: English/Spanish) May 2016 – March 2018

H.H. Gregg, Inc., Chicago, IL (Company filed for Bankruptcy and liquidated all stores nationwide, March of 2018)

Upsell products to upsurge revenues, meet and exceed sales goals and increase customer loyalty and retention

Increase in store sales by building customer relationships, providing Bilingual communications, excellent client services, product promotions and demonstrations, design consultations, finance/credit approvals, cross selling and upselling products, services and protection plans and educating customers on all available delivery options

Senior Sales Representative (Bilingual: English/Spanish) July 2015 – April 2016

Sears Holdings Corporation, Bridgeview, IL (Company went bankrupt and closed all stores nationwide, April. of 2016)

Generate new sales by placing 150+ daily outbound calls, overcoming objectives and influencing existing customers to purchase extended preventative maintenance agreements and Master Protection Plans for multiple Sears appliances

Achieved top sales in Gate 1 and promoted to Gate 3 achieving 2nd place in national company sales within Q1 thru Q3

Process payments via credit/debit cards, personal checks, and corporate accounts with precision and confidentiality

Event Specialist– Sales Coordinator (Bilingual: English/Spanish) Oct. 2014 – July 2015

Advantage Solutions, Chicago, IL (On-site)

Promote and drive new product sales via live food product demonstrations to establish brand awareness and drive direct in-store sales and influence customers to purchase new products through booth samplings and promotions

Achieved 95%-100% “sold out” status of new products on each exhibit for new product demonstrations and purchases

C-Suite Executive Assistant / Office Manager / Events Coordinator Jan. 2000 – Sept. 2014

Top Clients: IBM SPSS, Adobe Frame Technology Datalogics, Aon, Ernst & Young-M&A, Mesirow Financial, Hewitt LLC, Leo Burnett, Ketchum, R.R. Donnelley, T-Mobile, K&A Consulting, Mediatech, Putman Media, Grey Advertising

Communication: Act as a primary point of contact. Gatekeeper: Anticipate executives’ engagements, projects, deliverables, deadlines, and screen, research and promptly reply to client, prospect and stakeholder calls, emails and in person requests. Scheduling: Manage and coordinate executives’ calendars and meetings to ensure a seamless flow of activities. Travel: Coordinate travel itineraries, accommodations, and arrangements including processing time and expenses. Document Prep: Meet deadlines and manage production and editing of documents, proposals, presentations, reports, and contracts to meet deadlines. Coordination: Manage and execute on-site and off-site conferences and events including onsite staff, securing facilities/venues and contracts, logistics, marketing materials, invitations, RSVPs, sponsorships, proposals, vendor contracts, transportation, hotel, catering, AV/I.T. equipment, establishing and tracking budgets and overseeing all pre-and post-event details and follow up. Facilities: Maintain facilities, office/IT equipment, CRM databases, and e-filing systems. Process PO’s, checks, invoices and expedite and track orders and inventory. Investigate and resolve vendor quality and invoicing issues. Implement improvements in office efficiencies.

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