Client Services & Administrative Professional /analysis

Wandisa Cowart

Phoenix, AZ

602-***-**** **************@*****.***

PROFESSIONAL SUMMARY

Client Services and Administrative professional experienced in high-volume contact center and front-office environments. Demonstrated ability to manage 40–60 daily client interactions and conduct 175–200 outbound calls while maintaining accuracy, compliance, and a customer-first approach. Skilled in consultative service, account research, multi-system navigation, and delivering personalized, detail-oriented support designed to create seamless service experiences. CORE COMPETENCIES

• Customer Experience & Service Excellence

• High-Volume Contact Center Operations

• Consultative Client Support

• Account Research & Resolution

• Cross-Sell & Revenue Support

• Reception & Front Desk Management

• CRM Documentation

• Compliance & Quality Assurance

• Professional Written & Verbal Communication

• Performance Metrics & Productivity

PROFESSIONAL EXPERIENCE

MiniCo Insurance Agency – Phoenix, AZ

Client Services Representative / Administrative Assistant June 2024 – Present

• Manage reception operations as primary point of contact ensuring professional client experience

• Handle 40–60 daily interactions via calls, walk-ins, and heavy email correspondence

• Provide consultative support and research client accounts to resolve policy and billing inquiries

• Coordinate scheduling and follow-ups to ensure seamless service delivery

• Maintain accurate records across multiple systems while ensuring compliance standards United Tax Credit – Phoenix, AZ

Quality Assurance Analyst / Sales December 2022 – September 2023

• Conducted internal audits to ensure compliance with quality standards

• Analyzed performance trends and communicated findings to leadership

• Maintained documentation and reporting processes

• Utilized CRM systems to track documentation and quality metrics Liberty Mutual – Chandler, AZ

Customer Service Onboarding Specialist January 2020 – September 2021

• Conducted 175–200 outbound calls daily to support onboarding initiatives

• Identified cross-sell opportunities and educated customers on policy enhancements

• Transferred qualified prospects to Sales to support revenue growth

• Documented interactions in CRM systems and met productivity benchmarks TECHNOLOGY SKILLS

Microsoft Office (Basic) CRM Systems Multi-Line Phone Systems Email & Calendar Management Data Entry

EDUCATION

Southern New Hampshire University

Bachelor’s Degree (In Progress), Expected Graduation: May 2027

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