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Skills

Customer success strategies
Client complaint resolution
Call Dispatch Automation
Customer feedback analysis
Service quality assurance
Customer satisfaction survey design
Customer journey mapping
Ticket Handling Optimization
Client-Focused Communication
CRM system implementation Asana

Work Experiences

Provided friendly, knowledgeable service and support in response to customer requests.
Collaborated with finance to create actionable insights from client data, improving personalized service delivery by 66% overall.
Oversaw a team of 5 Client Service Coordinator while leading case management services.
Answered 6 daily phone calls on average to schedule appointments and answer patient questions.
Used Jira to transcribe over 8 daily meetings and appointments, as well as organize documents for improved office efficiency.
Digitized over 8 medical records and used Microsoft Excel to organize them.
Achieved commendations from senior leadership.
Achieved improvement over 2016-year periods.
Was in charge of creating and maintaining accurate and confidential patient records.
Achieved a 10 increase in annual contract renewals.

Summaries

With hands-on experience, eager to learn new skills and advance knowledge.
Client Service Coordinator is a vivacious Client Service Coordinator who has extensive experience in framework support roles.
Interpersonal and communication skills are excellent.
Customer Service student seeking hands-on experience through an internship in team leadership.
Forward-thinking and approachable, with a proven ability to multitask, modernize offices, and streamline processes.
Medical standards, compliance requirements, and operational procedures are all well-understood by this skilled administrative team member.
Strategic thinker with expertise in team leadership.
Results-oriented Customer Service professional with data analysis, project management, and process improvement strengths.
Expert in program with a strong aptitude for streamlined and spearheaded.
PMP certified

Accomplishments

Led service operations through a company-wide transition to Microsoft Excel, maintaining service levels and decreasing downtime by 83%.
Authored key client service reports detailing performance metrics, actionable insights, and service bottlenecks that led to 29% improvement in service delivery.
Received Excellence Award for consistently maintaining a 64% client satisfaction rate throughout the year of 2021.
Spearheaded interdepartmental training sessions on new systems, achieving a 42% reduction in onboarding time for the service team.
Overhauled existing customer service scripts, improving first-call resolution by 53% and enhancing client interactions.
Guided cross-functional teams in the development of new customer support practices, leading to a 49% reduction in resolution times.
Led the rollout of bi-weekly client satisfaction surveys, which allowed for a 42% increase in actionable feedback.
Facilitated communication between clients and IT for integration of Microsoft Excel, resolving technical issues and improving overall satisfaction by 59%.
Authored comprehensive service manuals that were adopted company-wide, reducing onboarding time for new hires by 13 weeks.
Introduced a multi-channel communication approach (Phone, Email, Chat), resulting in a seamless client experience and boosting survey results by 16%.

Affiliations

Certified in Change Management from Harbor & Co., focusing on workflow transitions within client service environments.
Member of the Global Customer Service Professionals Group, focusing on multi-channel support delivery strategies.
Member of the Help Desk Institute, refining expertise in ticket handling and SLA adherence.
Volunteer Trainer for Summit Group facilitating workshops on customer issue resolution and escalation management.
Affiliated with Customer Experience Professionals Association, regularly attending sessions on enhancing client loyalty and retention.
Member of Meridian Customer Success Circle, discussing advanced service techniques for client satisfaction.
Alumni of system Executive Education Program in Client Lifecycle Management.
Mentor at category Client Management Workshop, helping students navigate service delivery challenges.
Active participant in the 2020 SLA Optimization Workshop, hosted by Harbor & Co..
Contributor to the Customer Experience Research Council, focused on collecting and implementing satisfaction survey insights.

Certifications

AccessData Certified Examiner (ACE) – Client Data Support
Salesforce
Microsoft Office Specialist (MOS)
First Aid/CPR
Digital & Social Media Marketing from Google Digital Garage
SHRM Senior Certified Professional (SHRM-SCP)
Association for Project Management (APM)
Google Certified Professional Cloud Architect
CompTIA A+ Technician
ITIL Foundation Certification (Service Management)

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