Call Center Customer Service
Resume:
MELINDA RINGEL
*******.********@*****.***
Enthusiastic and dedicated Client Success Director with a profile of success driving call center operations, client relationship management and fundraising strategies for leading provider of fundraising services to the higher education and nonprofit sectors. Looking to leverage my ability to communicate, analyze data and work with others.
CORE COMPETENCIES
Human Resource Project Management Training & Development Office Management Process Improvement Talent Development Talent Acquisition Policies & Procedures Organizational Skill Data Integrity Customer Service System Administration Legal Documents New Hire Orientation Staff Relations Payroll Administration Client Retention Filing & Record-Keeping Presentations Data Store Prioritization Sensitive Data Information Statistical Analysis Fundraising Management Goal Setting
PROFESSIONAL EXPERIENCE
Client Success Director / RNL (06/2021 – Present)
● Manage client relationships with a portfolio of 6 Universities for this leading provider of technology-enabled solutions and services for student success and fundraising in higher education and nonprofit communities.
● Hired, trained and mentored a team of 8 Engagement Center Managers that were responsible for executing onsite services and managing onsite operations, including onsite staff.
●Maintained client relationships both remotely and through onsite visits, including conducting reviews of program statistics, areas of success and opportunities, and incorporating strategies in alignment with fundraising plans for each institution.
●Created budgets forecasts as well as re-scoped contracts based on clients’ needs and expectations.
●Responsible for overseeing and approving third party vendor contracts and invoices.
●Responsible for new client onboarding including internal project set up and budget planning.
●Worked with cross-functional internal teams to develop plans and strategy for developing new business.
●Met bi-weekly with clients to discuss financials and ongoing planning relating to program strategy.
●Ensured all programs were within scope and meeting internal metrics and goals.
Engagement Center Manager and Trainer / RNL (02/2016 – 06/2021)
●Served as onsite manager, responsible for implementing managed services and operations.
●Recruited, trained, and managed a staff of 40+ employees, including payroll, workforce management and human resources.
●Trained, and mentored 8 incoming full Program Managers in a 4 week on-site training.
●Handled performance review to identify improvement and created a plan of action while managing the ambassador schedule and regulating the onboarding of new staff, including the distribution or approval of HR paperwork, etc.
Key Accomplishments:
● Presented at the 2019 ECM Summer meeting on Credit Card Culture within Engagement centers
● Asses the New Hire Training Rise course and provide insight on how to make it better
Bookkeeper & Retail Associate / Krispy Kreme, Fayetteville, NC (09/2015 – 02/2017)
●Bookkeeper-Count the safe at the start and finish of each shift, provide cashiers with change when needed
●Settle routes for drivers, print production sheets for routes and make labels.
●Retail- Greet Customers and fulfill all orders in a timely manner
EDUCATION & PROFESSIONAL DEVELOPMENT
BACHELOR OF SCIENCE BIOLOGY
University of West Florida, Pensacola, FL August 2015
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