Customer Service Administrative Assistant
Resume:
CHICAGO, IL & NORTH CAROLINA
adxkq4@r.postjobfree.com
linkedin.com/in/shannon-gray-274969240
SHANNON GRAY
SKILLS
Problem Solving, Operational Planning, Microsoft Office, Data Analysis, Marketing Initiatives, Talent Acquisition, Interviewing, Training and Development, Developing Sales Plan, Financial Services, Public Presentation, Data Management, Supervising, Customer Relationship Management, Human Resource Management, Financial Reporting Interpretation Analysis, B2B Sales, QuickBooks, Stakeholder Negotiations, Customer Optimization
EXPERIENCE
Executive Legal & Insurance Assistant - Joe Wilson CHICAGO, IL (MAY 2022 - FEB 2023)
● Supported three Attorneys including Senior Partner
● Answered and screened phone calls in a professional and courteous manner, directed calls to appropriate people and recorded messages and delivered to appropriate party in a timely manner
● Effectively composed, transcribed and edited confidential correspondence and documents
● Performed all general office duties; prepared and administered all time entries, client billings, opened and closed files, arranged appointments, typed contracts, deeds and agreements, maintained and organized all client files
● Coordinate and manage personal schedules, including travel arrangements, accommodation and transportation
● Manage all facets of conference and seminar planning, including registration, attendance, badges and visitor passes
● Draft monthly expense report, and upkeep inventory stock
● Oversee administrative projects ensuring completion within deadlines Account Executive — Enterprise Holdings Inc.
REIDSVILLE/GREENSBORO, NC (MAY 2019 - MARCH 2022)
● Manage and organize book of business using Salesforce CRM and internal reports
● Generate qualified sales leads for pipeline resulting in 80% growth in closed won opportunities
● Book in person and virtual discovery meetings to best understand needs of customer
● Use listening and negotiation skills to find creative ways to solve customer issues
● Manage forecast to achieve goals and present to executive management
● Assist in the qualification and procurement of financing through partnered lenders
● Develop, drive and execute account strategy to deliver strong revenue, margins and profits
● Maintain extensive product knowledge to overcome objections and provide best service possible
● Run highly consultative sales cycle, while listening to customers needs in collaboration with company views
● #1 in sales within 3 months of managing accounts
● Build relationships with customers face to face and close sales
● Explain delinquent customer accounts to customers and executive management Branch Manager — Enterprise Holdings Inc.
REIDSVILLE, NC (MAY 2019 - MARCH 2022)
CUSTOMER RELATIONSHIP MANAGEMENT AND OPERATIONS MANAGEMENT
● Manage overall branch operations
● Manage the efforts of Branch employees in providing a high level of customer service, including management of the rental counter, customer flow, telephone service, as well as training by example
● Develop and maintain branch operational plan
● Manage overall success of 10+ employees and 500 car fleet branch
● Use initiative, independent judgment, discretion, and decision-making skills to perform a variety of duties and solve problems. Examples include (approving rate deviations, approving rental extensions of delinquent customers, determining to retrieve cars when tickets are overdue, approving rentals for drivers under 25, approving cash deposit rentals, etc)
● Increased Branch overall customer service/success score from 74% to 91% within 6 months TRAINING AND DEVELOPMENT
● Work with team members on an ongoing basis to help achieve performance expectations (ensuring accountability and coaching), formal and informal
● Ensure team had the appropriate skills to do job effectively
● Lead in an ethical and respectful manner based on company policies and practices
● Identified opportunities to improve training practices, while working with leaders to improve the processes
● Establish and maintain metrics that helped drive improvement in training and development
● Maintain productive, fun and trusting team culture to effectively establish relationships with employees and customers
● Positively influence and direct execution of assigned training and metrics
● Built, led and maintained an effective training team applying positive concepts to create a great workplace and culture
HUMAN RESOURCE MANAGEMENT
● Supervise, mentor, train, coach, evaluate and develop staff
● Provide continual feedback regarding employee performance; meet with personnel to monitor sales goals and overall performance
● Prepare effective and timely employee reviews and participate in review process
● Administer and/or recommend disciplinary action, promotions, transfers and/or other personnel actions
● Establish overall training and development strategy for Branch employees SALES AND MARKETING/FINANCIAL PERFORMANCE
● Asses and analyze competitive environment and provide appropriate reports and recommendations
● Develop, plan, and participate in Branch sales and marketing efforts to increase and improve business
● Present goals and metrics to executive management
● Train, motivate and coach employees to increase branch sales by understanding, communicating and using a 4 step sales process to promote and sell optional protection products, vehicle features and benefits, fuel options and additional equipment
● Flag customer accounts that require follow up and report them to executive financial management
● Manage portfolio of customers with overdue invoices
● Explain delinquent customer accounts to customers and executive management
● Run a disciplined forecast to consistently achieve goals
● Actively collect payments from customers with overdue accounts
● Grew branch fleet by 150 cars to make the branch more profitable
● Increased operating profit by 45% within first year of management
● Call existing and potential customers to develop business
● Accompany other employees on marketing visits for training purposes Tri-Brand Operations Manager — Enterprise Holdings Inc. GREENSBORO, NC (MARCH 2018 - APRIL 2019)
● Manage overall branch operations and supervise the management team
● Develop overall branch business and operational strategy
● Oversee the development and maintenance of the branch operational plan
● Drive customers to sign up for promotions and optional insurance packages
● Manage the efforts of branch employees in providing high level customer experience
● Assist team to increase customer service score from 73 to 87 within 3 months
● Proactively seek process improvement to ensure high quality customer experience
● Ensure the branch complied with company/group policies, procedures, rules and regulations HUMAN RESOURCE MANAGEMENT
● Supervise and coordinate the efforts of the branch management team
● Supervise, mentor, train, coach, evaluate and develop staff by setting monthly goals and coaching for specific career tracks within the organization
● Provide continual feedback regarding employee performance; meet with personnel to monitor sales goals and overall performance
● Conduct and participate in the recruitment, interviewing and hiring of branch employees
● Hands on training with all new hires from system set up, how to navigate systems and overview of mission statement
● Prepare effective and timely employee reviews overseeing the review process
● Evaluate, document and confer with management team regarding employee performance
● Administer and recommend disciplinary action, promotions,transfers and other personnel actions
● Investigate and resolve employee complaints
FINANCIAL PERFORMANCE
● Managed branch receivables, including negotiating payment plans, preparing write-offs for uncollectible accounts, and recommending accounts for referral to collection
● Supervise and train other employees regarding branch receivables
● Review and analyze reports, financial statements and billing
● Plan for future growth of branch with critical analysis of financial statements
● Top 5 sales person in region 5 times out of an 8 month metric system
● Analyze multiple brands performance to plan for future initiatives to present insight to stakeholders
● Identify key markets for potential expansion and growth to present to Sales Managers at branch level FLEET MANAGEMENT AND MAINTENANCE
● Evaluate fleet mix and utilization
● Manage over 900 car fleet for rentals
● Ensure adherence to deletion policy
● Ensure completion of daily unit reconciliation
● Manage portfolio of customers with overdue invoices
● Manage vehicle maintenance repairs, including preventative maintenance, manufacturers recalls, breakdowns and accident damage
● Develop overall fleet strategy for three brands
Health & Life Insurance Customer Service Specialist - Alight Solutions (Aon Hewitt) WINSTON-SALEM, NC (MAY 2017- JANUARY 2018)
● Cultivated relationships with existing clients within fast-paced environment
● Approached tasks proactively and anticipated needs, while prioritizing multiple systems without sacrificing quality
● Worked to retain client and insurance broker relationships, while strictly adhering to underwriting guidelines and maintaining high customer service standards
● Used strong technical skills to handle complex and challenging claims within authority level and specialization
● Online customer support (email, chat, telephone)
● Managed life and health insurance benefit customer accounts (enrollment, cancellations, significant life changes)
Executive Legal Assistant & Insurance Intern - Joe Wilson CHICAGO, IL (JUNE 2016 - APRIL 2017)
● Supported three Attorneys including Senior Partner
● Answered and screened phone calls in a professional and courteous manner, directed calls to appropriate people and recorded messages and delivered to appropriate party in a timely manner
● Effectively composed, transcribed and edited confidential correspondence and documents
● Performed all general office duties; prepared and administered all time entries, client billings, opened and closed files, arranged appointments, typed contracts, deeds and agreements, maintained and organized all client files
● Coordinate and manage personal schedules, including travel arrangements, accommodation and transportation
● Manage all facets of conference and seminar planning, including registration, attendance, badges and visitor passes
● Draft monthly expense report, and upkeep inventory stock
● Oversee administrative projects ensuring completion within deadlines Executive Administrative Assistant - Gilead Management LLC. CHICAGO, IL (MAY 2013 - AUGUST 2015)
● Scheduled and coordinated meetings, appointments and projects for executives
● Trained new administrative assistants during a period of company expansion
● Developed new filing and organization practices, saving funds annually on different projects
● Screened calls, managed calendars, and composed documents
● Utilized QuickBooks to manage income and expenses
● Keeps track of customer accounts within designated collections system
● Interact professionally with all levels of staff, while maintaining the highest level of confidentiality
● Composed ads for company marketing projects
EDUCATION
Winston-Salem State University, Winston-Salem, NC
Bachelors of Science, Healthcare Management
AUGUST 2012 - MAY 2016
● Healthcare Management Professionals Club Chairperson
● Member of G3 Community Outreach Diversity and Inclusion Program
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