Customer Service Management Specialist

CL Cindy Leili

New Milford, CT ***** 860-***-****, 475-***-****

aduxb6@r.postjobfree.com

PROFESSIONAL

SUMMARY

** ***** ******************/***** ********** in the teleconference industry Summary Background of 18 years in the conferencing industry Solid conferencing sales contacts Experience of 10 + years in the Medical Marketing Industry Proven ability to close on new accounts and maintain and grow existing accounts. Top producer in sales.

SKILLS Forecasting and Reporting

Work Planning and Prioritization

Requirements Gathering

Change Management

Process Optimization

Client Engagement

Timeline Development

Client Requirements Assessment

MS Office

Problem-Solving

Integrity and Honesty

Attention to Detail

Outcome Accountability

Goal Setting

WORK HISTORY 401K SPECIALIST 05/2016 to CURRENT

Leed Corporate Services Brookfield, CT

Updated personnel handbooks and individual records to keep filed accurate and detailed.

Organized positions by factors such as salary and status to develop effective categories and operational strategies.

Delivered targeted advise on issues such as applicable employment regulations, compensation strategies and internal systems to help companies update antiquated or ineffective approaches. Maintained sensitive information with strict confidentiality and modeled ethics, professionalism and service orientation in employee interactions. Tracked 401K eligibility and managed enrollment and administration of company retirement and financial benefits plans.

Reconciled HSA, FSA and 401K elections against vendor records and reported weekly demographic changes to HR, payroll and 401K vendor. Responded to 403b inquiries from employees relating to enrollments, plan changes and contribution amounts.

Performed multifactor data and cost analyses for use in areas such as support of collective bargaining agreements.

Advised managers and employees on state and federal employment regulations, collective agreements and classification programs. Assisted with employee and manager benefits inquiries and routinely handled complex questions and resolutions.

KEY ACCOUNT REPRESENTATIVE 01/2010 to 12/2016

Leed Corporate Services Brookfield, CT

Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns or challenges.

Analyzed accounts for delinquencies and other ongoing issues. Processed client payments and updated accounts.

Proposed available products and solutions to meet diverse requirements. Drove sales by developing exceptional customer rapport to foster satisfaction.

Presented professional image consistent with [Company]'s brand values. Managed portfolio of [Number] accounts and $[Amount] in sales. Kept detailed records of daily activities through online customer database. Monitored service after sale and implemented quick and effective problem resolutions.

Worked independently with minimal supervision.

INTERCALL MEETING CONSULTANT 01/2004 to 01/2010

Sell communication management services to new accounts as well as existing ones.

Establish new accounts as well as expand existing business Establishing and maintaining effective communication between customers and internal operations.

Handle billing inquires and all logistics of accounts Provided management with forecasting, client activity, and sales reports. Proactively seek and develop new opportunities in my territory. Develop proposals and quotations for clients.

Exceeded quota per month.

Three Gold club awards with Intercall and one Meeting Consultant of the month award Won Best Market Coverage Award in 2008. Increased customer satisfaction by resolving customer issues and completing sales.

Used Microsoft Word and other software tools to create documents and other communications

Conducted research, gathered information from multiple sources, and presented results

Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately

Worked closely with team to maintain optimum levels of communication to effectively and efficiently complete projects

Developed and implemented performance improvement strategies and plans to promote continuous improvement

Served customers and followed outlined steps of service Participated in team-building activities to enhance working relationships Eliminated downtime and maximized revenue by providing top project quality control

Successfully maintain clean, valid driver's license and access to reliable transportation

Used critical thinking to break down problems, evaluate solutions and make decisions

Resolved problems, improved operations, and provided exceptional service

Actively listened to customers, handled concerns quickly, and escalated major issues.

Developed and maintained courteous and effective working relationships Identified issues, analyzed information, and provided solutions to problems Used coordination and planning skills to achieve results according to schedule

Conducted research, gathered information from multiple sources, and presented results

Resolved problems, improved operations, and provided exceptional service

Actively listened to customers, handled concerns quickly, and escalated major issues to supervisor

Identified issues, analyzed information, and provided solutions to problems SENIOR ACCOUNT EXECUTIVE/SALES 01/1998 to 01/2004

Connex International Danbury, CT

Sold communication management services to new accounts as well as existing ones.

Expanded existing business by utilizing all services offered by supplying data to clients and tailoring various specialized services to meet their every client's unique needs.

Establishing and maintaining effective communication between customers and internal operations.

Provided management with forecasting, client activity, and sales reports on a weekly basis.

Proactively seek and develop new opportunities in my target market of medical marketing.

Develop proposals and quotations for Medical Marketing Program Managers.

Exceeded quota by an average of 15% per month.

Top sales performer for two consecutive years.

Working primarily with pharmaceutical companies selling them event management services for CME programs.

Established customer relationships, interfacing with the team to collaborate and achieve mutually beneficial results. Strengthened customer relationships with a proactive and collaborative approach to managing needs

Contributed to annual revenue goals by selling new services and developing new accounts.

Met with new customers to share product and service information, listen to needs, and learn about business operations.

Obtained pricing deals, negotiated contracts, and solidified beneficial agreements.

Cold called prospects to explain partnership benefits, representing company values

Completed over 200 weekly cold calls to attract new customers, maintaining 75% conversion rate

Maintained information and client satisfaction for high-profile accounts worth up to 1.5 million dollars.

Networked at events and prospected for new customers with diverse strategies

Collaborated with research analysts to devise strategies for lead generation and growth

Promoted company offerings to diverse customers with a targeted and disciplined approach

Prepared forecasts and mapped resources to the most valuable opportunities.

Originated new business transactions by incorporating expertise and value propositions

Developed strategies using market research with support from cross- functional teams.

Set and monitored sales targets and identified potential customers. Maintained contact information database by keeping account details updated, clear and relevant.

Facilitated account acquisition team progress, setting monthly targets and goals for revenue and customer satisfaction.

Increased revenue by communicating payment changes and product updates to customers.

Strengthened customer relationships with a proactive and collaborative approach to managing needs

Contributed to annual revenue goals by selling new services and developing new accounts

Met with new customers to share product and service information, listen to needs, and learn about business operations

Established customer relationships, interfaced with representatives, and collaborated to achieve mutually beneficial results Researched emerging industry trends, new applications, concepts, and procedures for clients to update the current training curriculum Employed sales techniques to achieve successful rate closing sales Obtained pricing deals, negotiated contracts, and solidified beneficial agreements

Prepared forecasts and mapped resources to the most valuable opportunities

Set and monitored sales targets and identified potential customers Maintained contact information database by keeping account details updated, clear and relevant

Facilitated account acquisition team progress, setting monthly targets and goals for revenue and customer satisfaction

Prepared documentation, finalized sales, and maintained records Brought in revenue while managing multiple high-profile accounts Prepared documentation, finalized sales, and maintained records Increased revenue by communicating payment changes and product updates to customers

Developed strategies using market research with support from cross- functional teams

Strengthened customer relationships with a proactive and collaborative approach to managing needs

Met with new customers to share product and service information, listen to needs, and learn about business operations

Established customer relationships, interfaced with representatives, and collaborated to achieve mutually beneficial results Employed sales techniques to achieve 80% success rate closing sales Obtained pricing deals, negotiated contracts, and solidified beneficial agreements

Grew revenue ] through customer education for business solutions and product offerings

Secured new accounts to increase company revenue and drive market share

Strengthened customer relationships with a proactive and collaborative approach to managing needs

Met with new customers to share product and service information, listen to needs, and learn about business operations

Established customer relationships, interfaced with representatives, and collaborating to achieve mutually beneficial results Improved account management by predicting potential competitive threats and outlining proactive solutions

Obtained pricing deals, negotiated contracts, and solidified beneficial agreements

Maintained information and client satisfaction for high-profile accounts worth up to $.5 Million.

Prepared client budgets by reviewing client billing and managing monthly invoices

Prepared documentation, finalized sales, and maintained records Maintained information and client satisfaction for high-profile accounts, CLIENT SERVICES COORDINATOR 01/1996 to 01/1998

Connex International

Turnkey client relations from proposal development and delivery through account acquisition setup, pricing, and day-to-day management of client relation's activities.

Work with sales team to conduct client presentations to acquire, maintain and increase account base.

Development of customized multimedia instructional materials for industry- specific clientele and problem resolution.

Maintained reporting for compensation verification. Coordinated with medical project managers in setting up and logistics of CME programs and events.

Increased Sales by establishing a good rapport with customers. MEETING MANAGEMENT SPECIALIST 01/1994 to 01/1996

Connex International

Coordination and execution of large, high-profile telecommunications programs.

Provided support, information, and service recommendations to clients. Managed and developed customized CME programs utilizing ancillary services.

Actively participated in training programs.

Coordinated and developed registration process, timelines, scripts, and program management guidelines.

Organized work with reservations, operations, billing, sales, and marketing departments to ensure timely delivery of services. Implemented quality assurance plans, procedure recommendations, and management of special instructions.

Eliminated downtime and maximized revenue by providing top project quality control

Identified issues, analyzed information, and provided solutions to problems Increased customer satisfaction by resolving customer issues Led projects and analyzed data to identify opportunities for improvement Used coordination and planning skills to achieve results according to schedule

Identified issues, analyzed information, and provide solutions to problems Increased customer satisfaction by resolving issues Identified issues, analyzed information, and provided solutions to problems Developed and maintained courteous and effective working relationships Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately

Proved successful working within tight deadlines and a fast-paced atmosphere

Created plans and communicated deadlines to ensure projects were completed on time

Worked with customers to understand needs and provide excellent service Exceeded goals through effective task prioritization and great work ethic Used Microsoft Word and other software tools to create documents and other communications

Proved successful working within tight deadlines and a fast-paced atmosphere

Successfully maintain clean, valid driver's license and access to reliable transportation

Increased customer satisfaction by resolving issues. Identified issues, analyzed information, and provide solutions to problems ASSISTANT MANAGER 01/1992 to 01/1994

Connex International

Assist in managing reservations department consisting of eight team members.

Provided direction and support for reservations staff including employee relations and training.

Assist with coaching and discipline, as necessary Exceptional interpersonal skills required for problem-solving and working in a multi- faceted environment. Manged several calls throughout the day. Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.

Helped with planning schedules and delegating assignments to meet coverage and service demands

Increased sales revenues by promoting y products and educating customers.

Developed loyal and highly satisfied customer base through proactive management of team customer service strategies

Planned team-building exercises to increase employee performance and job satisfaction

Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources

Monitored security and handled incidents calmly

Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service Established and optimized schedules to keep coverage and service in line with forecasted demands

Increased sales by driving operational efficiencies and building excellent customer rapport

Achieved recognition for contribution department success by optimizing sales

Team player for sales team by applying effective sales techniques and delivering top-notch customer service

Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals

RESERVATIONIST 10/1990 to 01/1992

Connex International

Assisted customers in planning and scheduling conferencing services. Maintained exceptional service skills and knowledge for customer interaction.

Problem-solving and working independently within an extremely fast-paced team environment.

Established and performed working knowledge of standard and customized teleconferencing services.

Handled reservations and answered questions from clients for very busy Teleconferencing Center Arranged for group conferencing event in collaboration with CME programs.

Managed online booking inquiries and assisted clients with questions and solutions throughout the entire booking cycle.

Provided customers with information about availability and pricing. Provided follow-through on all calls with confirmations and dissemination of requested information.

Resolved various issues and discrepancies for customers. Maintained awareness of types of conferencing available for each of the clients different needs

Answered incoming phone calls and developed a friendly rapport with callers while answering questions, making recommendations EDUCATION Associate of Arts Business Administration And Management 03/1990 Naugatuck Valley College, Naugatuck, CT

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