Compliance and Communications Specialist

• Nov 2012 - Present

Communications Specialist

• Nov 2012 - Present

Customer Service Supervisor

• Dec 2006 - Nov 2012

Highly motivated professional specializing in email and written communication, project management and training with marketing experience.  Expertise in resolving escalated customer service issues. Developed and maintained best practices and stock/canned responses for client email and online chat systems. Trained users in client email and online chat systems, coaching for best practices and superior client experience. Trained employees in general resolution of client and creditor issues and inquiries.  Maintain record of client concerns, reporting on this data quarterly.  Manage process of producing and completing required addendums for state legal compliance.  Establish/revise quality processes for continual improvement. Effective written and verbal communication skills. Proficient with Marketo, FrontApp, Microsoft Office System (including Microsoft Word®, Microsoft Excel®, Microsoft Outlook®, Liveperson Chat, Specialties Training and Coaching, Staff Management, Project Management, Online and Written Communication, Customer ServiceIntegrated Marketo, Twilio and Front to add SMS channel to company communications. Show less

Customer Service Specialist

• Feb 2003 - Nov 2006

Resolve client inquiries and complaints. Track and review completed inquiries for accuracy and client satisfaction. Correspond with clients via email. Draft specific, unique letters to address client issues and concerns.