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Kaplan K12 Virtual Office - Client Service Coordinator Resume Example

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CLIENT SERVICE COORDINATOR
Summary
Experienced educational service professional seeks challenging position with the opportunity to expand and grow professionally
Experience
Client Service Coordinator 01/2013 to 09/2015 Kaplan K12 Virtual Office
  • Provided sales and operational support for 8 K12 Sales Reps across the country, which attributed to $4.5 million in sales for 2013, $4.1 million in sales in 2014, and $2.1 million in sales so far in 2015.
  • Responsible for price quotes, invoices, proposals, professional service agreements (contracts), sample materials, sales collateral, insurance requests, custom pricing analysis, account history, and order processing for sales.
  • Maintained and revised all document content templates as materials and services' curriculum changed in both Salesforce and Qvidian.
  • Proficient in using Salesforce to track opportunities, documents, emails, products, and account history. Created & revised products and reports as updates to curriculum or content occurred.
  • Created 40+ word template styles and the architecture for each document type used, as well as uploaded all product and RFP content to Qvidian, the system used by K12 to store all descriptive content for products and services to create proposals, PSAs, and RFP bid responses.
  • Assisted the Director of Operations in streamlining and managing K12's inventory of 50+ book titles, and testing materials. Shipped materials to support on-site or live online classes, professional development sessions, and school-taught implementations when needed. Identified titles that were decreasing in stock, and made it a priority to deplete this stock, helping to decrease the bottom line year over year.
  • Managed moving titles to Print On Demand, which included uploading titles, organizing the account, test printing, and the ordering titles for clients when the account rolled out.
  • Investigated 52 sites on a weekly basis for Request for Proposal "RFPs" bids which fit K12. Managed all aspects of the bid from start to finish including requesting information/approvals from appropriate teams (i.e. legal, tax, VPs), completing all forms, responding to questions, and customizing the scope of work to fit the bid. Acted as the K12 contact for all bid inquires, best & final offers, receiving the win/loss notification, and initiating the contract with legal as needed.
  • Created email blast templates as well as student and/or school facing flyers for classes/professional development sessions for marketing purposes.
  • Answered K12's National 800-number and checked voicemails, K12's general info email inbox, and National website leads. Responded to all inquiries and handled initial conversations about products and services.
  • Trained the Operations Coordinator on Client Services responsibilities/tasks.
Pre-College Service Specialist 04/2011 to 12/2012 Kaplan Pre-College Virtual Office
  • Provided effective support to resolve all service related issues to students and parents as well as internal operations support for Kaplan's field teams.
  • Prioritized between class wide notifications and student specific escalations while managing multiple inboxes and ticketing systems.
  • Acted as a student advocate to provide students and their families the best possible test prep experience.
  • Trained two new service specialists for the Southeast/National merger and the 11/2011 Nationwide merger.
  • Successfully led a project to decrease call volume for Pre College Service Team to allow the team to effectively assist teachers in emergency situations. Program has already been implemented, and has significantly impacted call volume.
  • During high call volumes, assisted Kaplan's Enrollment and Experience Team by answering 1-800-KAP-TEST calls to support the Pre College Operations, Facilities, and Academic Teams while still balancing the Service Specialist responsibilities.
  • Created processes and documentation for our Around the Class team to reference during weekend shifts. Trained every Around the Class team member on proper emails and voicemails to students and their families.
  • Provided emergency support for K12 teachers and worked with Implementation Managers to resolve emergencies situations.
Crisis Response Consultant/ Emergency Crisis Consultant 01/2010 to 09/2010 Bradford Health Services
  • Interviewed new patients to assess their genetic, educational, environmental and social influences, emphasizing each individual's substance abuse history.
  • Recommended treatment based on the initial interview, either inpatient or outpatient treatment.
  • Handled phone inquiries about company's treatment facilities, and convinced patients and/or their families to receive treatment at Bradford to initiate treatment.
  • On call one week out of every month where I was required to meet with potential patients at off-site facilities and determine their needs and how Bradford could best meet them.
Personal Trainer 06/2007 to 07/2010 The Rush Fitness Complex
  • Designed and implemented client-specific programs based on client's goals, needs, physical limitations, and financial limitations.
  • Adapted individual's program weekly to prevent fitness plateaus and reach client's specific goals.
  • Up-sold clients to purchase more personal training sessions by demonstrating to clients their goals could be met.
  • Provided one hour gym orientations for new members and converted them to new personal training clients by explaining personalized fitness programs and demonstrated a workout routine.
Education
B. S: Exercise Science Fall 2006 University of Tennessee Knoxville, TN GPA: Clinic Vols Member 2004 - 2006 Awards Dean's List Fall

Exercise Science Clinic Vols Member 2004 - 2006

Awards Dean's List Fall
Skills

Communication, contracts, clients, documentation, email, financial, forms, insurance, inventory, legal, marketing, materials, Microsoft Office Suite, organizing, pricing analysis, processes, proposals, Qvidian, RFPs, Salesforce, tax

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Resume Overview

Companies Worked For:

School Attended

  • University of Tennessee

Job Titles Held:

  • Client Service Coordinator
  • Pre-College Service Specialist
  • Crisis Response Consultant/ Emergency Crisis Consultant
  • Personal Trainer

Degrees

  • B. S : Exercise Science Fall 2006

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This is an actual resume example of a Client Service Coordinator who works in the Continuing Education Industry. LiveCareer has 9210 Continuing Education resumes in its database. LiveCareer’s Resume Directory contains real resumes created by subscribers using LiveCareer’s Resume Builder.

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