Laland Baptiste Brooklyn, NY
Covid-19 Rent Relief Program Customer Success / Case Manager 07/2020 – Current
Responsible for tracking, verifying, and reporting call data and client interactions
Remain informed on new policy and procedures and other general information of interest to customers
Ensures policies and procedures are fully implemented.
Documenting project issues/conditions.
Ensuring all relevant communications, records and data are updated and recorded.
Adhere to work schedule to handle the call volume and contractual requirements.
Ensure callers are treated with courtesy and handling the most complex customer complaints or inquiries.
Draft reports on call activity.
Prepare call lists.
Coordinate the schedule of inspections.
Setting and meeting performance targets for speed, efficiency, and quality.
Carrying out need’s assessments and performance reviews.
Forecasting and analyzing data.
KMG, INC Melville, NY
Software Development Client/Project Manager 02/2020 – 07/2020
Drive achievement of projects/program success factors.
Drive project execution.
Provide direction and oversight throughout the project lifecycle.
project team to meet applicable business requirements.
Engage appropriate stakeholders in risk identification and mitigation.
Act as an internal advocate for the project.
Identify, coordinate, and communicate project dependency impact.
Coordinate, document, and communicate project plans and requirements.
Accountable for understanding business objectives and how the projects/program deliver them.
Drive adjustments in projects/programs to achieve desired business results more effectively.
Ability to adapt and respond to changes both inside and outside the projects/program.
Ability to predict risk areas, design mitigation/contingency strategies and execute on these strategies to avoid issues.
Flexim Americas Corp. Edgewood, NY
Inside Sales/Project Manager / CRM Administrator 01/2017- 02/2020
● Processing a high volume of product orders.
● Consult and manage my group 3-5 people.
● Handled employee/group inquiries.
● Interviewed candidates for many projects in the US and internationally.
● Escalated any matter to the CFO of the company.
● responsible for verifying pricing and contracts expiration dates.
● In charge of fulfilling all Amazon and Shopify orders.
● conducted reports to help provide feedback to my team.
● Responsible for making sure my team is achieving our weekly goal.
● Reporting monthly sales results to the sales team.
● Processing invoices for all sale transactions.
● Schedule shipments with trucking companies.
● Set up credit terms for new companies.
● Track potential new customers/Leads in CRM.
● Ensured all pictures listed on E-commerce sites were good quality.
● Handling on any inquiries via Shopify or Amazon.
● provided support and training for staff in data entry and management.
● Assist with the development and maintenance of documentation of
system configuration, customization, and functionality, and provide
training to end users.
● Handled and executed projects such as Hudson Yards in NYC.
● Handled and issued credits to clients.
● Overlooked high value customer accounts, to ensure great financial standing.
Linzer Products West Babylon, NY
Customer Service Representative/ Digital marketing 01/2015 - 01/2017
Respond to variety of customer requests and inquiries via the telephone or in person.
Provide information about products and services, take orders, respond to customer complaints and process returns.
Complete spreadsheets containing inventory information.
Collects customer information to insert into their files.
Maintain organized customer files.
Responsible for fulfilling orders on their online Shopify store.
Schedule shipments with trucking company.
Perform data entry and create invoices.
Manage bulk import, exports, and updates of data through data loader and other tools.
Farmingdale State College
Bachelor's degree: Criminal Justice & Technology systems
Farmingdale, NY May 2019
Suffolk County Community College
Associate Degree: Liberal Arts & Communications
Selden, NY December 2016
Microsoft Office proficiency
Network and servers
Fluent in English
Fluent in Spanish
CRM and Salesforce proficiency
Sales team oversight
**References upon request**