Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Professional Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer Service Management. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Skills
Personnel training and development
Analytical thinker
Personable and outgoing
Effective communication
Organizational skills
Goal-oriented
Microsoft Office
Effective communication
Strategic selling
Excellent interpersonal skills
Strong time management
Strategic selling
Administrative Support
Business Operations
Work History
01/2020 to Current
Director of Business ServicesArtis Senior Living – Baldwin Place, NY,
Implemented marketing strategies for stand-alone, fully integrated trucking company providing solutions to meet demands of transportation industry.
Devised SWOT analysis to create and execute business plan supporting achievement of established quotas.
Developed criteria, application instructions, procedural manuals, and contracts for federal and state public transportation programs.
Plan, monitor and appraise employee work results by training managers to coach and discipline employees.
Set up and manage weekly payroll for organization of 10 personnel.
Maintain monthly reports.
Perform quarterly audits to to ensure company is compliance with Federal DOT and State regulations.
Analyze all audit results and resolved all compliance issues.
Handle all incoming business and client requests for information.
Track and record expenses and reconcile accounts to maintain accurate, current and compliant financial records.
07/2014 to Current
Senior Member Service RepresentativeUniversity Health System – San Antonio, TX,
Exceeded team goals and collaborated with staff members
to implement member service initiatives.
Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
Managed over 70 member calls per day.
Provided leadership and direction to grow team portfolio and increase revenue.
Evaluated information to explore issues, develop potential solutions and maintain high-quality service.
Assessed employee performance and developed improvement plans.
Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse member questions.
Conducted staffing interviews and provided recommendations.
Complete monthly and quarterly audits.
Complete regular account maintenance, data entry and information retrieval based on membership needs.
Recommended specific products and services in alignment with individual needs, requirements, and specifications.
Manage work schedules for representatives.
Approve time sheets for team.
10/2010 to 02/2020
Business Office ManagerAdvantage Living – Southgate, MI,
Coached new employees on administrative procedures, company policies and performance standards.
Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
Managed payroll for organization of 15 personnel.
Maintained daily bookkeeping report.
Used Quickbooks to produce monthly invoices, reports and other deliverables.
Created detailed expense reports and requests for capital expenditures.
Contributed to smooth business operations by planning and organizing meetings and conferences, including conference calls.
Responded to emails and other correspondence to facilitate communication and enhance business processes.
Produced accurate office files, updated spreadsheets and crafted presentations to support executives and boost team efficiency.
Reviewed job applications to identify, vet and recommend optimal candidates.
Composed internal memos and external correspondence for senior management and reviewed all documentation to eliminate errors.
Education
Expected in 05/2022
Bachelor of Business Administration: Business Administration and Management Southern New Hampshire University - Hooksett, NH- Online GPA:
Expected in
Associate of Arts: General Studies The Community College of Baltimore County - Catonsville, MD GPA:
Expected in 05/2006
High School Diploma: Woodlawn High School Center For Pre-Eng. Res. - Baltimore, MD GPA:
Accomplishments
Customer Relations
Earned highest marks for member satisfaction on annual review for three consecutive years.
Customer Service
Consistently received positive feedback from members and created repeat business by developing long-term relationships with members.
Product Promotion
Up-sold products and motivated member to upgrade current product plans.
Exceeded monthly quota for four consecutive years.
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