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Skills

  • Client relationship management
  • Time management
  • Appointment scheduling
  • Relationship development
  • Problem-solving
  • Customer service excellence
  • Quality assurance
  • Multitasking
  • First Aid/CPR
  • Conflict resolution

Work Experiences

  • Cut down client wait time by the past year.
  • Decreased processing times by 29% %.
  • Boosted enrollments by 43%.
  • Conducted follow-up to enhance user experience.
  • Collaborated on a multi-channel marketing initiative.
  • Chose qualified applicants to refer to potential employers for job placement.
  • Collaborated with logistics to streamline application workflows, decreasing processing times by 16%.
  • Achieved 15% alignment with policy guidelines.
  • Used computer-assisted guidance packages such as skills assessment tools, career planners, psychometric tests, and personal inventories to help clients determine their strengths and weaknesses.
  • Achieved reduction of 17 minutes per application.

Summaries

  • Achieved satisfaction ratings across various programs.
  • Committed to innovation, responsible for reducing support tickets through effective client troubleshooting of technical issues by 46%.
  • Achieved better retention rates.
  • Motivated professional capable of managing and monitoring member and group eligibility information.
  • Costs were consistently reduced while profits were increased.
  • Achieved a 57% engagement rate.
  • Professional who is well-organized and has excellent communication and multitasking skills.
  • Considered a team player who excels at multitasking.
  • Boosted client engagement by 49%.
  • Complied with procedure.

Accomplishments

  • Trained and guided clients on the step-by-step application process, reducing data entry errors by 17% and increasing approval accuracy.
  • Created personalized action plans for clients, improving completion of required documentation by 63%.
  • Documented and resolved procedure which led to standard.
  • Provided outstanding customer service, maintaining a 19% client satisfaction rate across 2019 through proactive communication.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Successfully handled client objections with empathy, leading to a customer satisfaction rate improvement by 68%.
  • Analyzed enrollment trends, delivering actionable insights that drove a 38% increase in client sign-ups in 2015.
  • Revised client follow-up protocols, shortening response times to under 12 hours, leading to improved client relations.
  • Leveraged CRM technology to enhance client communication, resulting in 23% improvement in service delivery times.
  • Executed targeted client communication campaigns, resulting in 20% successful conversions of pending applications.

Affiliations

  • Project Management Institute (PMI) standard
  • Community Outreach Professional Network Austin Chapter
  • International Council of Nurses
  • National Association of Social Workers
  • National Association of Professional Background Screeners (NAPBS)
  • Application Service Providers Association (ASPA)
  • International Customer Service Association (ICSA)
  • International Coach Federation (ICF) Credential Holder
  • Lions Club
  • National Association of Career Development (NACD)

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Information Security Manager (CISM)
  • Certified Risk Management Assurance (CRMA)
  • Certified Trust and Fiduciary Advisor (CTFA)
  • Certified Document Imaging Architect (CDIA+)
  • Customer Service Excellence Certification Vantage
  • Certified Public Accountant (CPA)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Information Privacy Professional (CIPP)
  • CompTIA Network+

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