Articulate & Energetic Account Manager driven to succeed. Strategic planning and client relationship management expert.
Microsoft Office Certified
Savvy with SharePoint, SalesForce, InfusionSoft, OMD, Adobe, Google Docs, etc.
Effective leadership & communication skills
Thrives under pressure
5+ years management experience
Creative problem solving
Lead / Recovery SpecialistSep 2010 to Feb 2014 ID Experts － Portland, OR
Serve as an Advocate for victims of identity theft while overseeing the Intake department and ensured that it functions seamlessly.
Responsible for collecting, analyzing, and following up on survey data Resolve member escalations and continuous follow-up with victims over the phone or via email.
Prepare, analyze, and distribute daily, weekly, and monthly reports Audit team's work on a regular basis and provide coaching when needed Facilitate interviewing, training, and review process for new-hires Create and maintain department policies, procedures, and templates Departmental point of contact for business consultations Maintain a high case load of victims while balancing supervisor duties Interview, research, and assess each victim's situation and determine the appropriate resolution path.
Service AdvocateDec 2009 to Sep 2010 Farmers Insurance Group － Hillsboro, OR
Utilize core competencies and skills to maximize positive customer experiences by serving as a knowledge resource for the insurance agent and the insured.
Address questions and concerns regarding basic underwriting guidelines, policies and marketing initiatives.
Analyze, clarify, and resolve policy and account related questions.
Research and resolve complex escalations and communicate with appropriate personnel to obtain information when necessary.
Billing CoordinatorFeb 2009 to Sep 2009 Box.net － Palo Alto, CA
Acted as a go to resource for the billing department and contributed to its efficiency and reduction of errors.
Resolve complex/escalated billing inquiries sent over by the company's overseas facility.
Act as a knowledge resource for overseas billing dept.
Assist on a daily basis through email or instant messenger.
Collect and verify billing information for new business clients.
Act as a resource for clients, including explanations of charges and receipt production.
Quality assurance and simply being a lookout for system billing logic.
Dispute charge backs.
Technical SupportJun 2007 to Feb 2009 ScanCafe.com － Burlingame, CA
Responsible for responding to and resolving customer inquiries and providing technical support while assisting with other special projects.
Provide technical support to customers experiencing website or product related glitches.
Maintain close communication between domestic and international facilities.
Assist with the implementation and revision of company procedures and policies.
Website content management.
Contact customers with past due orders in an attempt to collect.
Communicate and provide insight to marketing team and product managers on a daily basis.
Answer phones and respond to e-mails.
Greet visitors, manage invoices, address billing issues, order supplies, and assist with special projects.
Personal Assistant/NannyJan 2004 to Jan 2007 Michelle & Dan Bay － Encinitas, CA
Provided a high level of support to family by maintaining the daily schedule, planning and executing activities and events, and keeping the household intact while caring for two children.
Scheduled appointments and handled scheduling conflicts.
Maintained organization and cleanliness of household.
Planned and executed various parties and gatherings.
Accompanied children to activities and provided educational enrichment.
Ensured that the children's hygiene/health and emotional needs were met.
Customer Service Sales RepresentativeJan 2003 to Jan 2004 Gateway Financial － Portland, OR
Served as the middleman between the customers and loan officers at a mortgage-lending service provider.
Educated potential customers on various types of loans and encouraged them to speak further with an in-house loan officer.
Answered service related inquiries from potential clients.
Conducted telephone prospecting to increase client base.
Attended daily and periodic meetings to address procedures, policies, and production.
Bachelor of Arts, Sociology & Business AdministrationMay 2009San Francisco State University － San Francisco, CAGPA: Magna Cum Laude GPA: 3.8/4.0
Fair Credit Reporting Act/FACTA Certified (Jan, 2014) Microsoft Office Suite certification (2013) Certified Identity Theft Risk Management Specialist (CITRMS) - Institute of Consumer Financial Education (Sep, 2011) Management Certification - National Seminars Training (August, 2013) Customer Service Excellence Certification - National Seminars Training (September, 2013) HIPAA & Workplace Security Certification August, 2013
Member, San Francisco State University Alumni Association
Bachelor of Arts , Sociology & Business Administration May 2009 Fair Credit Reporting Act/FACTA Certified (Jan, 2014) Microsoft Office Suite certification (2013) Certified Identity Theft Risk Management Specialist (CITRMS) - Institute of Consumer Financial Education (Sep, 2011) Management Certification - National Seminars Training (August, 2013) Customer Service Excellence Certification - National Seminars Training (September, 2013) HIPAA & Workplace Security Certification August, 2013
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