Client Relations & Operations Professional

AMANDA ELSCHLAGER

******.***@*****.***

Des Moines, IA 515-***-****

PROFESSIONAL SUMMARY

Valuable business professional with 18+ years of experience across diverse industries. Proven track record of fostering positive, long term relationships in a wide variety of client/customer bases. Keen talent in efficiently managing company time & resources. Highly organized with eagle-eyed attention to detail and comfortable managing high volume workloads in fast-paced environments.

CORE PROFESSIONAL SKILLS

● Client Account/Customer Support skill set: top-notch service provided for 18+ years via face to face interactions, inbound/outbound calls, e-mails, & online chat interfaces.

● Accomplished sales rep/account specialist in complex CRM databases (including Mainframe), efficient in operating several programs/windows on multiple monitors.

● Strong trainer/team lead/coach with proven success in conflict resolution, multi-departmental communications, scheduling, event planning, and more.

● Knowledgeable in recruiting/onboarding, employee surveys, incentive/recognition initiatives, etc. Former notary of company forms/contracts, including HR documents.

● Valuable skillset in inventory management, risk/liability assessments, loss reduction/mitigation, quality assurance audits, compliance reviews, etc.

● Office Administrator with success in the following areas: being a key holder for daily opening/closing, supplies budget & ordering, reserving spaces for and scheduling meetings/training/events for executives & teams, arranging employee travel plans, visitor management, cleaning, building maintenance/facilities requests/follow up, and more.

● Trusted financial professional as a cashier & an EFT/POS systems SME who has direct experience with daily bank deposits/records, daily & monthly sales metrics/reporting, high level HUD claims reconciliation for a top property servicer, and claims filing and reconciliation in multiple industries.

● Professional driving & navigational skillset while operating a commercial delivery truck/van (with a Clean Driving Record).

● Efficient in packaging and shipping via USPS, UPS, FEDEX, etc. Experienced the use of mail room/warehouse equipment.

● Expert use of Outlook/Teams, Microsoft Office, Google Workspace, Salesforce & more.

● Proficient w/ accounting programs & calculators, including QuickBooks.

● Expert level skills in typing, data analysis, data entry, record keeping, reporting, transcription & meeting note facilitation (placing high importance on review & accuracy). PROFESSIONAL EXPERIENCE

AKUWOODPANEL Des Moines, IA

Inventory Specialist June 2025 – Present

● Manage complex inventory using Warehouse Management Systems (WMS) to ensure 100% stock accuracy.

● Process and enter data for high-volume orders, shipments, and supply needs.

● Respond to customer inquiries via email and phone. Including B2B and promoter relationships/marketing campaigns.

OBSERVA Des Moines, IA

Merchandising Auditor 2023 – Present

● I conduct audits for major distributors to ensure correct inventory/stock, pricing and visual merchandising is in place according to their business contracts with their authorized retailers. I identify, photograph and type records of any: stock overages, shortages, damaged goods, expired products, or issues with display. I then report the audit; both to on-site store management, as needed, and the distributor, via the online/application format.

DOORDASH LYFT UBER PARTNERS Des Moines, IA

Delivery Driver May 2023 – Present

● Timely delivery of packages and goods, safe handling of fragile or perishable items, utilizing GPS navigation for optimal routing, & driving repeat sales/long term customer/client relationships through professional presentation and friendly interactions with everyone I come in contact with.

PRIA LOGISTICS for AMAZON Ankeny, IA

Delivery Driver Sept. 2024 – Dec. 2024

● Completed business and residential delivery of 100+ packages per day while adhering to safety policies and the Netradyne monitoring system with zero errors or incidents. ATHENE MIDWEST FAMILY MUTUAL INSURANCE (MFM) DesMoines, IA Office Admin Service Representative & Claims Specialist Feb. 2017 – Aug. 2024

● Processed Athene annuity products, reviewing New Business files for compliance Pre-Issue & Post-Issue service requests with high technical accuracy (Hybrid Remote).

● Worked as a liaison for Athene and ISO/Back Office/Agency support when the applications were handled directly between the client and financial advisor/licensed agent.

● Managed Midwest Family Mutual Property and Casualty insurance claims, including small auto, catastrophic (CAT), and storm-related damage, ensuring precise documentation and regulatory compliance (Fully Remote when not ‘In Office’)

● Prior to my processing and claims work at MFM I collated all new business inquiries into the proper department bucket or queue and held a rotating schedule for Office Manager with other Iowa employees in a West Des Moines, IA office space. These on site duties were vast including, but not limited to, opening and closing procedures, executive administrative support, reserving rooms and managing a calendar for company meetings and training and handled facilities management.

● At both companies, I maintained top-tier production scores (97%+) while managing high-volume policy files via phone, email, and chat. MIDAS Ankeny, IA

Assistant Manager Sales Associate

Nov. 2021 – Sept. 2022

● Assumed full responsibility for shop operations, including cash handling and bank deposits.

● Conducted regular stock checks to maintain accurate levels and minimize loss due to shrinkage.

● Served as Assistant Manager and primary customer liaison, translating complex vehicle diagnostics into clear repair estimates and coordinating workflow with shop mechanics. WELLS FARGO HOME MORTGAGE (WF) MORTGAGE SERVICES INT’L (MSI) WDSM, IA Lead Analyst Claims Auditor Property Preservation Specialist May 2010 – Dec. 2016

● Lead analyst for WF, the primary servicer of the Secretary of Housing and Urban Development (HUD)/FHA properties at the completion of the foreclosure life cycle. Reconciled & submitted claims to HUD for reimbursement of WF’s servicing costs, ensuring 100% compliance with federal and investor guidelines for FHA/HUD conveyance of title. Claims were between $3,000 and $150,000 with a $30,000 average.

● Reviewed all documentation & investigated discrepancies to ensure regulatory adherence, maximize reimbursement, and minimize losses. Handled chargebacks of attorneys & vendors in the event of procedural errors or lack of photos & invoice support.

● QA review/Audit of claims files completed by others. Played the role of a SME/Coach, answering questions for those who required addt’l support or development through improved performance/quality scores (assigned 4-6 team members, weekly).

● Facilitated several 6-week intensive training courses for groups of 10-16 new employees on high-stakes remediation processes.

● Worked with WF Vendor MSI to address and cure any source of damage through property preservation ordering work to be done by WF authorized contractors prior to conveyance of title. Was a direct point of contact for field contractors to ensure quality work with minimal errors/chargebacks. Improved client relationships, reducing the need to find and train new contractors.

ELECTRONIC DATA SYSTEMS (EDS) HP Des Moines, IA Service Representative Front Desk Receptionist 2007 – 2010

● Provided admin/front desk/receptionist services, including professional visitor greeting. Rotated with another receptionist and acted as on-call coverage per business need.

● Managed sales & diverse client inquiries in accounts for high-profile Guthy-Renker products/continuity shipments, driving revenue through effective call center and email support within a high call volume, fast-paced, enterprise environment. Also held lead, back-end duties involving financial transactions (e.g. chargebacks, bankruptcy), promotions, escalations, etc.

SERVICE & HOSPITALITY SUPPLEMENTAL EXPERIENCE Various Des Moines, IA Restaurant Server & Bartender Since 2006

● Maintained consistent roles within the restaurant and bar industry as a Server, Bartender, and Cashier - I’ve worked in these roles both full-time as a school graduate/teen or in between other professional roles and part-time, or as a second job for supplemental income and experience as a working adult and mother - Over 20 year span (from 2006 - recent, with the latest role ending in 2025).

● Expertly managed high-volume cash transactions, register reconciliation, and POS systems.

● Provided exceptional, fast-paced customer service and conflict resolution in high-pressure environments, including efficient coordination and communication with management and between front of house staff and back of house staff. Top notch service including keeping extensive knowledge of the establishment’s menus and prices.

● Drove high visitor counts of return customers and kept sales rates up by engaging with customers and running specials or promotions that included creative photography and typography content.

● Internally and externally promoted these establishments & their business partners via direct referrals and online/social media marketing platforms. EDUCATION

Associate’s in Business Administration Kaplan University Degree awarded, 2011 AINS, Personal & Commercial Lines Insurance TheInstitutes Pre-Study and 2/3 Exams, 2021

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