(555) 432-1000,
Montgomery Street, San Francisco, CA 94105

Experienced professional with excellent client and project management skills. Action-oriented with strong ability to communicate effectively with technology, executive, and business audiences.

  • Results-oriented
  • Client-focused
  • Quick learner
  • File/records maintenance
  • Reports generation and analysis
  • Conflict resolution
  • Leadership/communication skills
  • Attention to detail
  • Training and development
  • Deadline-oriented
  • Process improvement
  • Microsoft Office Suite expert
  • Project development and life cycle
  • Strong problem solver
Capella University Minneapolis, MN Expected in 2015 Master of Business Administration : - GPA :
Capella University Minneapolis, MN Expected in 2013 Master of Science : Criminal Justice - GPA : Criminal Justice
Metropolitan State University St. Paul, MN Expected in 2009 Bachelor of Arts : Individualized Studies - GPA : Individualized Studies
  • Formally recognized for playing an instrumental role in the implementation of cost savings measures.
  • Managed detailed scheduling to ensure adequate staffing through high-volume holiday season.
  • Successfully developed new departments for the business which resulted in continued client partnerships.
  • Earned the Winner's Circle Award in 2007, 2008, 2009 and 2010.
  • Recipient of multiple Bravo Awards from peers and management

Bruce Oakley Trucking - Senior Clinical Administrative Coordinator
Huntsville, AL, 2014 -
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Made reasonable procedure exceptions to accommodate unusual customer requests.
  • Provided accurate and appropriate information in response to customer inquiries.
  • Demonstrated mastery of customer service call script within specified time frames.
  • Addressed customer service inquiries in a timely and accurate fashion.
  • Maintained up-to-date records at all times.
  • Developed effective relationships with all call center departments through clear communication.
  • Ran reports and supplied data to fulfill customer report requirements.
  • Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
  • Built customer loyalty by placing follow-up calls for customers who reported product issues.
  • Achieved customer satisfaction rating of 100% within 2 months, exceeding corporate target.
  • Provided cross training to multiple staff members
  • Assisted with the development of the call center's operations, quality and training processes.
  • Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.
  • Facilitated information flow between customer service, account management operations, quality assurance and training departments to guarantee call center objectives were met.
  • Properly directed inbound calls in phone queues to improve call flow.
Clean By Design - Owner
City, STATE, 02/2012 - 2014
  • Researched market competitors and industry trends to identify potential new products and services.
  • Leveraged social media websites such as Google: My Business to promote services and gauge customer needs and preferences.
  • Formulated a comprehensive business plan complete with clear and actionable sales goals and targets.
  • Established and maintained business accounts.
  • Hired and trained 8 new employees.
  • Entered revenue and expense transactions and prepared expense reports.
  • Tracked and evaluated staff performance, and handled all promotions and terminations.
  • Completed purchase orders and customer invoices.
  • Analyzed client requirements, created a business plan and drove strategy development.
  • Determined staffing requirements and interviewed, hired and trained new employees.
  • Monitored sales and service records and investigated discrepancies.
Physicians ExamOne - Call Center Rep/Call Center Manager/Partnering Consultant
City, STATE, 02/2001 - 02/2012
  • Created training manuals targeted at resolving even the most difficult customer issues.
  • Recruited, managed and mentored an average of 5 new customer service representatives per year.
  • Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
  • Owned team productivity metrics.
  • Improved service quality and increased sales by developing a strong knowledge of company's products and services.
  • Interviewed, hired and trained new quality customer service representatives.
  • Provided detailed monthly departmental reports and updates to senior management.
  • Addressed negative customer feedback immediately.
  • Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Resolved customer questions, issues and complaints.
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
  • Developed rapport with the customer base by handling difficult issues with professionalism.
  • Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
  • Generated and distributed daily reports and order acknowledgments to appropriate personnel.
  • Monitored market conditions, product innovations and competitor activity, and adjusted account sales approach to address latest market developments.
  • Addressed customer questions and concerns regarding products, prices and availability.
  • Consistently secured new accounts, resulting in a 40% increase in year over year revenue.
  • Researched and secured new accounts within Minnesota and Western Wisconsin.
  • Established new accounts through successful client development.
  • Planned, created and delivered sales presentations and new agent trainings.
  • Delivered exceptional account service to strengthen customer loyalty.
  • Cultivated strong working relations with other industry executives.
  • Contributed to the strategy and business model for the product line.
  • Represented the company at industry meetings.
  • Planned and managed event logistics.
  • Identified prospective customers using lead generating methods and performing an average of 60 cold calls per day.
  • Recognized nationally as top sales generator 4 years in a row
  • Planned and executed national sales department improvements, updating the company's approach to marketing, cost analysis, presentations and territory establishment.
  • Retained and ensured proper handling and care of over 300 existing client accounts.
  • Responsible for implementing all business-building and relationship-building expectations with uniquely assigned accounts and customers.
  • Consistently met and exceeded department expectations for productivity and accuracy levels.
  • Developed promotional programs to optimize revenue levels.
  • Developed metrics used to determine inefficiencies and areas for improvement.
  • Documented process flows and developed requirements for functional improvements and enhancements.
  • Conducted activity-based analysis of business processes and made recommendations based on the findings.
  • Boosted company efficiency and customer satisfaction by streamlining processes deemed inefficient.
  • Manipulated data using pivot tables, pivot charts and macros.
The Brewer Group - Project Manager/Program Manager
City, STATE, 11/2002 - 09/2010
  • Maintained and coordinated executive and senior management vacation, day-to-day meeting and travel schedules.
  • Served as a professional representative of the CEO to executive clients, investors and board members.
  • Collaborated with other administrative team members, human resources and the finance department on special projects and events.
  • Wrote and distributed meeting minutes to appropriate individuals.
  • Coordinated customer facing webinars, including developing relationships with vendors, tracking customer attendance and post-webinar follow-up.
  • Open, read, and wrote answers to routine letters.
  • Created and maintained computer- and paper-based filing and organization systems for records, reports and documents.
  • Served as a liaison between company president and clients regarding client accounts and new business.
  • Approved travel expenses and reimbursement requests.
  • Defined project deliverables and monitored status of tasks.
  • Drafted action plans and led meetings with department executives to review project status and proposed changes.
  • Delivered status reports to stakeholders for budgeting and planning purposes.
  • Collaborated with cross-functional teams to draft project schedules and plans.
  • Monitored costs, timescales and resources.
  • Served as the single point of contact for project scheduling and changes.
  • Developed slide shows and other forms of media to present project progress to the executive team.
  • Updated and managed project databases.
  • Managed team of 15 professionals.
  • Served as mentor to junior team members.
  • Identified and drove creative solutions for problems.
  • Recruited, retained and developed staff.
  • Monitored team progress and enforced deadlines.
  • Coordinated and lead efforts across a large cross-functional team.
  • Organized meetings.
  • Planned and managed event logistics.
  • Handled telephone inquiries.
  • Documented business requirements, functional specifications and training procedures.
  • Managed projects and served as primary liaison between client and multiple internal groups to ensure clarity of goals and quality and adherence to deadlines.
  • Administrative Support
  • Benefits
  • Billing
  • Interpersonal Skills
  • Conflict Resolution
  • Customer service
  • Decision Support
  • Fundraising
  • Active listening
  • Personnel management
  • Public Speaking
  • Record keeping
  • Relationship Building
  • Research
  • Troubleshooting
  • Sales Software:

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School Attended

  • Capella University
  • Capella University
  • Metropolitan State University

Job Titles Held:

  • Senior Clinical Administrative Coordinator
  • Owner
  • Call Center Rep/Call Center Manager/Partnering Consultant
  • Project Manager/Program Manager


  • Master of Business Administration
  • Master of Science
  • Bachelor of Arts

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