Customer Service Project Coordinator
Resume:
KD
Krystal F. DaSilva
Professional Summary
I am a Forthcoming Operations Coordinator systematic about enhancing project production and saving costs. Strong networking and computational skills with expertise in DIS and Work Management. Excellent written and verbal communication abilities focused on building consensus and achieving common goals. Talented at improving operational efficiency through researched strategies and processes. Work History
Columbia Gas Of Ohio Inc. - Operations Coordinator Columbus, OH
07/2017 - 04/2019
Franklin County Job And Family Services - Customer Service Support Specialist
Columbus, OH
****************@*****.***
Columbus, Ohio 43232
Skills
Education
Expected in 01/2022
Franklin University
Columbus, OH
Associate of Science: Business
Administration
Lincoln High School
Gahanna, OH
DIPLOMA: General Academic Studies
Collaborated with area managers to evaluate needs and optimize ordinate employee training events operational plans
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Developed and implemented daily operations plans such as delivery routes, employee assignments, and promotional strategies
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Reviewed financial reports each day and investigated variances with accounting staff to keep records accurate
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Provided direction and guidance to internal teams in order to achieve targets
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● Worked with vendors to make purchases and reconcile invoices Mediated contracts with outside providers to bolster customer service and reduce costs
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Collaborated with area managers to evaluate needs and optimize operational plans
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Educated key personnel inappropriate production methods to achieve expectations and meet quality control standards
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Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable
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Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft
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Generated and submitted invoices based upon established accounts receivable schedules and terms
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● Coordinating Projects
● Forecasting
● Risk management
● Proper payment verification
● Progress reporting
● Implementation planning
● Design development
● Schedule coordination
● Performance improvements
● Invoice processing
● Vendor relationship management
● Recordkeeping strengths
● Good listening skills
Key client and stakeholder relationship
building
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02/2017 - 08/2017
Discover Financial Services - Account Manager
New Albany, OH
08/2016 - 11/2016
Ohio Nursery & Landscape Association - Project Coordinator Westerville, OH
11/2015 - 01/2016
Enhanced productivity levels by anticipating needs and delivering outstanding support
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Assessed caller and in-person accounts to determine TANF, SNAP, and medical benefits, identify service needs and resolve issues
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Promptly responded to inquiries and requests from prospective customers
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Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions
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Compiled customer feedback and recommended service delivery improvements to management
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Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
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Completed various administrative tasks such as making phone calls, answering emails and inputting data into systems
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Scheduled appointments with applicants to gather information and explain benefits processes
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Communicated with people from various cultures and backgrounds, using active listening and interpersonal talents to ensure consistency
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Monitored accounts for compliance with established payment plans and flagged those in violation
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Used scripted conversation prompts to convey current account information and obtain payments
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● Processed payments and applied to customer balances
● Recorded all information regarding the financial status of customers Handled over 100 outbound calls daily with the goal of collecting owed debt
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Delivered exceptional customer service on all calls while maintaining a calm and professional demeanor in challenging circumstances
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Counseled debtors on payment options and arranged installment agreements
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Set updrafts and processed immediate payments after conducting thorough research and analysis of account
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● Achieved performance goals on a consistent basis Planned and arranged meetings with external organizations and individuals, enabling all parties to meet and discuss project progress
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Coordinated presentations for customers and project members detailing project scope, progress, and results, keeping all entities well-informed of milestones and goals
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Liaised between Stakeholders and Clients department, facilitating communications and keeping appropriate parties updated on project
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Franklin County Job And Family Services - Customer Service Account Representative
Columbus, OH
06/2015 - 09/2015
Franklin County Job And Family Services - Customer Support Specialist
Columbus, OH
05/2011 - 08/2014
developments
Transitioned projects from estimation and pre-construction phase to a well-defined project execution plan
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Built strong relationships with internal and external stakeholders and devised strategies, initiatives, and events promoting products and services
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Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments
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● Communicated with all team members to keep the project on schedule Set up round-trip transportation to medical-related appointments for disabled adults, disabled children, and pregnant women that are Medicaid eligible customers
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Promptly responded to transportation inquiries and requests from customers
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Increased efficiency and team productivity by promoting adherence to operational best practices and company policies
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Conferred with customers about concerns regarding transportation issues and resolved them expeditiously
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● Coordinated schedules and communicated changes to customers
● Worked with service providers to resolve issues and correct delays Followed criteria, application instructions, procedural manuals, and contracts for federal and state public transportation programs
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Complied with company policies and procedures by encouraging a positive and effective work environment among all employees
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Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions
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Developed working relationships with internal and external customers while assisting with account management duties
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Improved operational efficiencies while managing customers requests for TANF, SNAP and medical benefits
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Consulted with outside parties to resolve discrepancies and create effective solutions
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Compiled customer feedback and recommended service delivery improvements to management
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Answered constant flow of inbound customer calls with 20 calls in queue per hour
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Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
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