Account Manager

• Aug 2022 - Present

Customer Service Manager

• May 2021 - Feb 2023

Customer Service Supervisor

• Sep 2019 - Aug 2021

Customer Service Department

• Jan 2019 - Sep 2019

Customer Service Senior Lead/Account Manager

• Apr 2017 - Jul 2018

• Manage multiple teams consisting of 9 members to effectively develop, train, mentor and enforce organizational goals and business directives.• Generate and analyze weekly internal and customer reports utilizing Microsoft Excel.• Track and identify trends using weekly reports to ensure team and projects are meeting customer goals.• Provide decisive leadership and deliver outstanding customer service.• Establish or refine internal processes and procedures with the aim to increase efficiencies and customer satisfaction levels.• Effectively communicate project numbers and account standing during weekly field operations calls.• Interpret and analyze customer and vendor contracts to ensure clear direction is given to internal and field teams.• Resolve high-level customer complaints by utilizing strong negotiation and conflict resolution techniques.• Provide clear and concise written and oral communication to internal and external customers. • Able to multi-task projects while being able to make sound judgment and solid decision making.• Build partnerships that produce strong relationships with customers and vendors.• Established productive, professional relationships with key executive level staff that promoted account success and initiatives.• Proven ability to communicate and implement strategic initiatives of the organization. • Exceptional interpersonal skills: team player, ability to communicate with diverse personalities, tactful, mature, and flexible. Show less

Customer Service Lead

• May 2016 - Apr 2017

Lead, develop, train and monitor all daily activities of a large nationwide retail customer by providing positive leadership, ensure customer deadlines are met while troubleshooting customer concerns.• Generate accurate weekly customer and executive reports • Manage and track yearly and ongoing projects • Review of current processes to improve work flow • Develop new reporting procedures to provide real time raw data to the field management teams • Organize and host weekly corporate customer conference calls to promote communication and a continued partnership• Organize and host bi-weekly internal management conference calls to ensure all levels of the organization receive updates and communications necessary to meet deadlines, discuss operational changes and customer concerns. • Create and implement policy changes as needed to meet customer and internal demands• Monitor and audit the customer coordinators daily work flow and provide positive and constructive feedback as needed• Set expectations, provide clear direction, and assign tasks to direct reports to ensure consistent progress is made toward yearly and quarterly goals• Assign additional projects and duties to promote the continued growth and development of the customer coordinator team• Create an environment that promotes open door policy for employees Show less

Customer Support Coordinator

• Nov 2014 - May 2016

Regional point of contact for large, nationwide commercial account in all customer service areas. Develop, coordinate and track process improvement projects and deliver content and communication to all levels within the organization. Work with a large volume of individual offices, contractors, and clients to manage projects simultaneously. Schedule and manage quarterly projects; ensuring materials are available per client site and adequate staff is in place for client.Interface with a large volume of individual offices, contractors and clients to manage multiple projects simultaneously. Recruit contractors to perform special work projects and daily contractual services. Where the established relationships with the corporate customer, field management and contractors are critical to providing the support that is needed to complete projects and support. Show less

Medial Office Support

• Mar 2014 - Nov 2014

Review, analyze, validate, and audit records for completeness, accuracy, and compliance with Joint Commission on Accreditation of Health Care Organization (JCAHO) standards. Protect the security of medical records to ensure that confidentiality is maintained by HIPAA regulation. Work independently on routine or continuing assignments within the framework established by the supervisor and in accordance with established admission's procedures. Perform the review and research of admissions performed by staff. Identify inadequate and missing admission information and correct errors in CHCS to ensure that the patient record reflects the correct information. Accurately admit 5 - 20 patients into hospital software systems CHCS and Essentris per 8 hour shift. Prioritize work and adapt quickly to change determined by the needs of the hospital. Effectively communicate to patient, describe and explain admission paperwork, hospital's privacy notice, and advance directives. Provide quality customer service to internal and external customers. Maintain job level above and beyond the scope of work to ensure customer needs are met. Show less

Personal Assistant

• Dec 2013 - Jul 2014

Responsible for overseeing a staff of 3 employees. Oversight of business email and correspondence. Responsible for managing all personal and business expenses. Created a tracking system for follow up, and a means to anticipate business and household needs. Established and maintained confidential files and record keeping systems using computer applications that include the use of electronic mail, word processing, spreadsheets and drop-box databases. Successfully created and implemented tracking process of household spending. Created and implemented a process for assigning job duties for staff project assignments. Worked remotely from home office via Drop-Box, Google+ and Webinar as needed. Maintained the home and office supplies, made travel arrangements, promptness and dependability, honesty, the ability to accept and give constructive feedback, strong organizational skills, ran errands as needed, maintained a flexible schedule to ensure the needs of the home and business were met. Show less

Client Service Representative

• Jul 2006 - Jun 2007

In bound call center, promoting an organization's products and services, responsible for researching and resolving complaints to ensure customer retention and satisfaction, conflict management, and effective listening to ensure proper customer care. Requests additional training to increase product knowledge and understanding, Ranked in the top 10% of 1000 employees with in 6 months, scored 98.88%/100% on Manager Audits, Participated in company focus groups and brain storming sessions. Community out reach and volunteer work by participating in Junior Acheivement Program. Show less

Certified Nursing Assistant

• May 2002 - May 2004

Under the supervision of nursing professionals provide ADL's for the rehabilitation and long term care of clients. Accurate reporting of patient treatment to all levels with in the organization. Provide communication to clients regarding their care as well as informing nursing staff of changes of patient status. Under the supervision of nursing professionals provide ADL's for the rehabilitation and long term care of clients. Accurate reporting of patient treatment to all levels with in the organization. Provide communication to clients regarding their care as well as informing nursing staff of changes of patient status.