Experience

CallTrackingMetrics

• United States
• Telecommunications
• 1 - 100 Employee

• Enterprise Client Success Manager

  • Jan 2020 - Present

• Client Success Manager

  • Sep 2018 - Present

  — Drive adoption through providing best practices for clients

• Client Onboarding Manager

  • Apr 2016 - Sep 2018

  -Responsible for ensuring new clients have a smooth experience using the CTM platform



Rand McNally

• Internet Publishing
• 100 - 200 Employee

• Call Center Supervisor - Consumer Publishing - Rand McNally

  • Aug 2006 - May 2007

  Rand McNally is an American publishing company of maps, atlases, textbooks, and globes for travel, reference, commercial, and educational uses. -Promoted to Supervisor of Consumer Publishing-Continued to manage a call center team of 5 people (Reduction in Force).-Responsible for processing, reviewing and analyzing large value orders that ranged from $25,000 to $100,000 to ensure successful fulfillment-Frequently read and applied contract conditions to orders-Primary contact for Custom View Maps which was the premier new product of the year. Show less

• Call Center Team Leader - Consumer Publishing - Rand McNally

  • Dec 2003 - Aug 2006

  -Promoted to the Team Leader for Consumer Publishing position after 3 months of hire.-Managed a call center team of 7 people -Developed a new hire training curriculum, designed and maintained documents for 15 classes-Responsible for financial reports that tracked the value of returned product-Reported returned product statistics to executive staff in weekly meeting-Participated in the employee life cycle by interviewing perspective employees, directing performance reviews and staff reductions.-Developed and implemented numerous processes and procedures to reduce errors and improve customer service. -Directed an internal sales tax audit for two states that directly contributed to a 97% reduction in fines for a external state sales tax audit-Worked closely with sales force staff to ensure client expectations were met Show less

• Call Center Team Leader - Educational Publishing - Rand Mcnally

  • Nov 2003 - Dec 2003

  -Managed a call center team of 4 people servicing educational institution customers. -Accountable and responsible for resolve billing and shipping issues, as well as overall customer satisfaction.-Processed $15 Million per year in orders



ADP

• Lebanon
• Architecture and Planning
• 1 - 100 Employee

• Web Interface Specialist

  • Aug 2000 - Jan 2003

  -ADP is a third party administrator for comprehensive human resource and payroll services. -Created Open Enrollment Websites for various clients-Maintained Health and Welfare websites for ongoing New Hire employee enrollment-Created testing parameters, then tested the websites that were created

• Senior Client Services Representative - Automatic Data Processing

  • Mar 1999 - Aug 2000

  -ADP was the third party administrator for Xerox benefits. Xerox was a Flagship client.-Managed a team of 17 through 2 successful open enrollment seasons-Trained 10 temporary employees for open enrollment-Direct client contact for Xerox Executives -Coached/Trained Customer Service reps on contracted standards and call center guidelines -Responsible for meeting contracted service levels of 97% for a 30 second answer time -Solved escalated benefit issues for Xerox employees and retirees for PPO's, HMO's and POS's-Point person for COBRA guidelines and Qualified Life Event Show less



Aon Hewitt

• United States
• 1 - 100 Employee

• Customer Service Associate

  • Feb 1997 - Mar 1999

  AON/Hewitt is a third party benefits administrator and I was assigned to the flagship Chrysler account. -Assisted Chrysler employees and retirees with benefit information -Memorized the MAGIC customer service platform -Promoted to Customer service Coach on the Chrysler Team AON/Hewitt is a third party benefits administrator and I was assigned to the flagship Chrysler account. -Assisted Chrysler employees and retirees with benefit information -Memorized the MAGIC customer service platform -Promoted to Customer service Coach on the Chrysler Team