High-energy, results-oriented Customer Support Specialist with over 10 years experience integrating strategies which strengthen and expand customer sales, retention, and brand/product evolution.
Highly organized and efficient in fast-paced multi-tasking environments; able to prioritize effectively to accomplish objectives with enthusiasm, dedication and humor.
Strong work ethic with outstanding relationship building skills, strong communication abilities, and exceptional emotional intelligence which benefits in demanding sales and account management environments.
Superior organizational skills
HR policies and procedures expertise
Seasoned in conflict resolution
Unsurpassed work ethic
Meticulous attention to detail
Executive presentation development
MS Office Suite expert
Client relations specialist
Excellent interpersonal and coaching skills
Process improvement strategies
Reports generation and analysis
Created a rewards and incentive program that was cited as the driving force behind branch employee retention rate of 12%.
Coordinated $5 million grant for Lung Cancer research funding for the University of Cincinnati Department of Epidemiology.
Decreased costs by 6% by negotiating pricing with vendors regarding wholesale billing and marketing procedures.
Researched, identified and rapidly resolved client conflicts to prevent loss of key accounts.
Received a merit raise for strong attention to detail, exemplary customer service and team-player attitude.
Boosted customer service ratings by developing new processes and improving work flow.
Assisted in the managing of the company database and verified, edited and modified members' information.
Developed and implemented company's Standard Operating Procedures Manual outlining all proper business procedures.
Winner of the “New Business Coordinator of the Quarter” Award, June 2004, December 2004, and March 2005
Logistics Account ExecutiveAug 2015 to Jun 2016 Total Quality Logistics (TQL) － Milford, Ohio
Comprehensive training in Transportation Industry establishing my own book of business with Customers, Motor Carriers, Shippers and Receivers.
Cold-called prospective customers to build relationship.
Maintained productive relationships with existing customers through exceptional follow-up after sales.
Customer Service SpecialistAug 2013 to Oct 2014 RDI Marketing － Blue Ash, Ohio
Leader in sales and retention, offering superior problem resolution to customers.
Fast-paced sales and service call center with multiple software applications supporting 5 clients daily.
Formulated and enforced Service Center policies, procedures and quality assurance measures.
Recruiting Assistant / Office ManagerMar 2013 to Aug 2013 Spherion Staffing Services － St. Augustine, Florida
Managed all phases of recruitment, including defining hiring management needs and posting available positions.
Successfully managed administrative functions for branch, including maintaining database, handling all incoming and outgoing phone lines, as well as acting liaison between the Account Executives, clients, talent and other branches.
Developed creative recruiting strategies that met anticipated staffing needs.
Customer Service RepresentativeSep 2011 to Jun 2012 Procter and Gamble － Mason, Ohio
Managed quality communication, customer support and product representation for each client.
Utilized cross selling techniques resulting in highest enrollment and donations.
Lead support role on National Pet Loss Grief Hotline using active listening skills, respect for confidentiality and ability to gain trust of caller in their time of need.
Client Service SpecialistMay 2008 to Jul 2011 Unity Financial Life Insurance Company － Blue Ash, Ohio
Entrusted with the most complex customer service issues as a result of exceptional ability to promptly resolve concerns, satisfy customers and increase retention.
Developed and maintained SOP; Standard Operating Procedures manual for New Business and Service Departments, which are still in place today.
Lead role and trainer in service department supporting sales agents nationally on all policy issuing, plan research, including lead generation, underwriting, and entering new policy information.
Human Resources Administrator / Executive AssistantSep 2005 to Apr 2008 The Dapper Company / OfficeTeam － Loveland, Ohio
Administered new hire orientation and exit interviews, while also designing the employee performance evaluation process and merit programs.
Reviewed federal and state laws to confirm and enforce company compliance while internally aligning structures including job analysis and retention.
Implemented numerous cost-cutting measures, such as reducing overhead through employee telecommuting, compiling a wholesale vendors list, and improvising with equipment at hand.
New Business CoordinatorAug 2001 to Oct 2005 UnitedHealth Group － West Chester, Ohio
Created PowerPoint presentations used for business development.
Input and analyze all data on prospective companies and strategize with Account Executives, Brokers and Underwriters to obtain competitive quotes while working under sensitive timelines.
Awarded "Top Quoting Activity in Key Accounts" Nationally for UnitedHealthCare's Large Group Sales, 3 years consecutively.
Bachelor of Arts, PsychologyUniversity of Cincinnati － Cincinnati, OH
Criminal Justice Certification; Law Enforcement and Corrections.
Psychology and International BusinessWittenberg University － Springfield, OH
Academic and Athletic Scholarship
Animal Rescue Shelters for respite care and training to help adoptions
American Red Cross', Cause for Alarm, installing Smoke Alarms