Customer Service Business Development

L A U R A EGAN

Customer Service Operations Management Team Leadership

St. Petersburg FL 33707 ad5t6u@r.postjobfree.com 630-***-**** Dynamic customer service and operations leader with a consistent track record of surpassing service standards, fueling growth, and enhancing operational efficiency. Skilled in crafting and executing successful strategies, streamlining processes, and optimizing organizational performance. Demonstrated expertise in leading cross-functional teams to achieve ambitious objectives while prioritizing customer satisfaction and maintaining stringent quality standards. Strong communicator and problem solver with a commitment to elevating customer satisfaction and loyalty. Eager to apply diverse skill set to drive growth within a forward-thinking organization rooted in a strong culture and community. Areas of Expertise:

Client Relations Staff Development Business Development Quality Assurance Performance Metrics Marketing Strategic Planning Workflow Optimization Service Improvement Relationship Building Training and Coaching Sales Data Analysis Schedule Management Conflict Resolution Interpersonal Communication Problem Solving PROFESSIONAL EXPERIENCE

BrightFish Learning Aug 2018 – Jun 2023

Director of Educator Relations

• Spearheaded operations for a dynamic startup dedicated to online reading programs and services, catering to K-12 education and home markets.

• Provided visionary leadership, guiding the company's strategic direction and ensuring alignment with long- term goals and objectives.

• Ensured a strong customer-centric focus across the organization, resulting in improved customer satisfaction and loyalty.

• Drove strategic initiatives in product marketing and sales, ensuring market penetration and sustained growth.

• Elevated customer experiences through seamless service delivery and support.

• Cultivated strategic partnerships and successfully secured statewide and district-level contracts.

• Orchestrated end-to-end order fulfillment and renewal processes, optimizing operational efficiency.

• Oversaw support operations and maintained high-quality customer communications for key accounts and district-wide implementations.

Van Kampen Group – Geneva, IL 2016 – 2017

Private Asset Management/Accounting

• Provided comprehensive accounting support, including the preparation and maintenance of financial documents.

• Skillfully reconciled accounts, proactively researching and resolving any issues or discrepancies.

• Facilitated the execution of transactions for active portfolios, managing daily exchanges and trades with precision to optimize investment performance and client satisfaction.

• Played a vital role in ensuring the accuracy and integrity of financial records and portfolios, contributing to the company's overall success.

PNC Bank – Downers Grove, IL 2013 – 2014

Mortgage Document Procurement Processor

• Directed and supervised Mortgage Loan Officers and Underwriters, ensuring the accuracy and completeness of loan applications.

• Orchestrated efficient workflow management, guaranteeing that loan applications were processed within stipulated timeframes for timely decision-making and customer satisfaction. PNC Bank – Ellyn, IL 2010 – 2013

Customer Service Manager

• Oversaw the training and supervision of tellers, ensuring their effective execution of day-to-day operations.

• Conducted regular performance reviews, set clear performance expectations, and recognized top performers, resulting in improved team morale and productivity.

• Monitored and maintained high levels of customer satisfaction through effective issue resolution and proactive communication with clients.

• Managed weekly schedules for both teller and platform staff, optimizing branch efficiency.

• Oversaw critical aspects such as teller station cash balances, vault records, cash supplies, and negotiable instrument inventory.

• Managed and facilitated large customer cash transactions, including internal and external currency transactions.

• Contributed to the continuous education of branch staff on bank policies, laws, and regulations, staying current with operational soundness materials to ensure successful audits. Patricia Stuart & Associates, Inc. 2004 – 2009

Assistant Show Manager for Booths at the Chicago Merchandise Mart

• Led marketing and promotional initiatives for exhibitor booths at the Chicago Merchandise Mart, driving heightened visibility and engagement for each manufacturer.

• Provided effective leadership and guidance to booth personnel, ensuring seamless execution and successful outcomes for exhibitors.

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