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Skills

  • Business Administration
  • Mail handling
  • Multi-line phone proficiency
  • Project Planning
  • Account management
  • Time management
  • Automation process implementation
  • Problem-solving
  • Regulatory compliance
  • Business operations

Work Experiences

  • Planned and coordinated logistics and materials for board meetings, committee meetings, and staff events.
  • Collaborated with external partners and vendors to troubleshoot urgent technical issues, minimizing downtime for clients.
  • Opened and properly distributed incoming mail in order to respond to client inquiries more quickly.
  • Acted as a primary liaison for key accounts, resolving escalated issues and maintaining long-term positive relationships.
  • Achieved timely closure of support tickets.
  • Built and maintained an updated knowledge base.
  • Achieved a 29% faster resolution time.
  • Tracked and recorded expenses and reconciled accounts to keep accurate, current, and compliant financial records.
  • Was the finance, IT, and marketing departments' corporate liaison.
  • Balanced multiple stakeholders.

Summaries

  • With an organized approach and strong multitasking abilities, dedicated to maximizing customer satisfaction and exceeding business objectives.
  • Within Miscellaneous, senior Agency Support Representative and outstanding performer in client relations and team leadership.
  • Achieved a 76% satisfaction rate.
  • Agency Support Representative is a multi-talented Agency Support Representative who is consistently rewarded for planning and operational improvements.
  • Talented Administrative professional with background in accounting and finance. Extensive knowledge of AR/AP, Microsoft Excel and QuickBooks software. Leveraging 16 years of excellence in framework settings and CPA competencies.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • For method business objectives, outgoing and efficient Agency Support Representative versed in project management.
  • With a background in accounting and finance, I am a talented administrative professional.
  • Costs were consistently reduced while profits were increased.
  • Offering a 13 background as well as exceptional vendor management and cross-functional collaboration abilities.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Tracked performance metrics and KPIs across accounts, leading to a 63% increase in customer satisfaction scores over several months.
  • Assisted in the onboarding of premium accounts, reducing implementation errors by 57% using detailed checklists and automated tools.
  • Collaborated with marketing and sales departments to develop targeted materials for customer outreach, resulting in a 39% increase in renewal rates.
  • Resolved customer inquiries and escalations regarding service agreements and billing, reducing churn by 18% over 6 months.
  • Developed risk mitigation plans that reduced downtime for key accounts by 16% during critical business periods.
  • Boosted revenue by recommending tailored contract adjustments that achieved a 47% higher client retention rate.
  • Reviewed and optimized billing workflows, decreasing invoice discrepancies by 23% and improving payment turnaround time.
  • Documented and resolved program which led to framework.
  • Led risk management initiatives related to service issues, resulting in a 79% reduction in customer complaints within 6 months.

Affiliations

  • Society for Marketing Professional Services (SMPS)
  • Certified Customer Experience Professional (CCXP)
  • Rotary International
  • Freemason
  • Project Management Institute (PMI)
  • Certified Customer Support Manager (CCSM)
  • Salesforce Certified Professional
  • Customer Service Professionals Network (CSPN)
  • International Professional Technical Support Association (IPTSA)
  • International Council of Nurses

Certifications

  • Salesforce
  • Project Management Professional (PMP) Portland
  • Cisco Certified Network Associate (CCNA)
  • CompTIA A+ Technician
  • Certified Business Analysis Professional (CBAP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Service Delivery Manager (CSDM) - 2019
  • Certified Technology Support Professional (CTSP) - Beacon Labs
  • Customer Satisfaction Measurement (CSM) Certification - Harbor & Co.
  • Customer Success Management Certification - 2018

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