Experience

Celero Commerce

• United States
• Financial Services
• 1 - 100 Employee

• Director Of Client Services

  • Dec 2015 - Present

  Developed reports outlining performance by tracking KPIs associated with client service.Determined training objectives and monitored team performance to refine training methods and content.Hired and oversaw employees within Activations, Contract Administration and Customer Service to propel business operations and boost service level delivery.Identified and implemented improvements to enhance client relationships.Devised adjustments to procedures and policies to support top-tier service delivery.

• Administrative Manager

  • Jan 2013 - Dec 2015

  Interviewed, onboarded, developed and oversaw daily activities of 5 clerical and administrative office personnel.Conducted bi-weekly performance evaluations of office staff to monitor progress and productivity and recommend promotions, corrective or disciplinary actions.Distributed company correspondence, including memos and updates to reinforce and apprise departments and divisions of corporate objectives and developments.Recruited, trained and developed dynamic administrative team.Supervised and tasked 5 employees, including payment coordinators, billing coordinators, letter of credit coordinators, claims coordinators and general clerks.

• Customer Support Retention Manager

  • Feb 2008 - Dec 2015

  Trained 4 employees on best practices and protocol while managing team to maintain optimal productivity.Evaluated employee job performance and motivated staff to improve productivity.Liaised with customers, addressed inquiries and answer billing questions to provide outstanding customer care.

• Customer Service Manager

  • Jan 1999 - Feb 2008

  Evaluated call center statistics to identify areas in need of improvement and devised proactive strategies to realign results with targets.Communicated sales targets and worked with front-line supervisors to enhance revenue numbers and promotional techniques.Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery.Developed open and professional relationships with team members, enabling better, more effective customer service.Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.Limited customer inquiry delays by efficiently scheduling staff.Delivered fast, friendly and knowledgeable service for routine questions and service complaints.Assessed departmental operations to determine areas for customer service improvement and support.Oversaw addressing of customer requests for friendly, knowledgeable service and support.Supervised 1500 customer service calls per week to track support issues and improve operating procedures.Scheduled appointments with Sales Managers to meet customer needs and resolve key concerns.Worked with the Risk Department to enhance customer service procedures and policies, improving support structures company-wide and boosting customer satisfaction.Evaluated customer account information to assess current issues and determine potential solutions.Helped customers work within established systems to achieve desired results and maintain company loyalty.