Olsson Associates - Team Coordinator Salt Lake City, UT, 11/2010 - Current
Operations fees & Costs
Team management
Provided Clients with daily updates
Coaching/training team members
Fees & costs-Covering entire firm
Provided fees and costs to client que
Billing-Daily Invoicing
Resolutions-Adjusted and Denied invoices
Fee approval requests-Over the allowable Fees
Provided day of sale bids
Successful collection of past due invoices
Evictions Referrals
Direct Source Communicator
Daily client and homeowner interaction
Reinstatement/Payoff Quotes provided to both client and borrower, Managed multiple client platforms
Referral assigned case management-start of referral to end
Handled multiple hold, postponements, restarts and resets of sales
E-filing of court documents
Maintained client/firm relationships
Daily attorney contact both internal and external
Managed team workload to reach targets for specific tasks
Trained, motivated and guided on-boarding members
Managed team workload to reach production targets
Handled day-to-day office operations and resolved any conflicts
Sunpro - Gerber Life Insurance Liaison Naperville, IL, 01/2005 - 11/2010
Senior Customer Service Agent
Coaching & training
Inbound call center
Escalation calls
Quality control
Third party vendor
Entered orders into computer database system
Educated customers about billing, payment processing and support policies and procedures
Resolved issues over phone with customers daily
Maintained accurate and current customer account data with manual forms processing and digital information updates
Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
Investigated and resolved accounting, service and delivery concerns
Answered calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information
Conferred with customers about concerns with products or services to resolve problems and drive sales
Surpassed sales goals through implementation of effective marketing strategies
Consulted with outside parties to resolve discrepancies and create effective solutions
Compiled customer feedback and recommended service delivery improvements to management
Increased efficiency and team productivity by promoting adherence to operational best practices and company policies
Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
Effective liaison between customers and internal departments
Investigated and resolved customer inquiries and complaints quickly
Mid America Travel - Corporate Travel Agent City, STATE, 01/2004 - 01/2005
Domestic/International booking
Customer Service
Inbound
Rewards travel
Reached out to airlines, hotels, rental car companies and other services to proactively resolve issues
Set up flights, hotels and ground transportation for individuals and groups
Asked open-ended questions to better ascertain client needs and determine best travel offerings
Supervised payments via credit and debit cards and handled all sensitive information with professionalism and discreteness
Responded to clients' questions, issues, and complaints and found appropriate solutions when needed
Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments
Arranged travel accommodations for groups, couples, executives and special needs clients
Implemented automated office systems, optimizing client and data communications as well as records management
Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets
Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations
Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings
Responded to clients' questions, issues and complaints and implemented appropriate solutions
Increased customer service ratings through personable service
Resolved service-related problems and documented actions in system
Developmental Service Of Franklin County - Lead Support Staff City, STATE, 11/1998 - 02/2003
Assisted with daily living tasks with the goal of self sufficiency
Managed multiple bank accounts-client specific
Provided daily transportation for clients
Charted on each patient daily
Ensured that clients and families were treated with respect and dignity
Took and monitored vital signs, administered medications and managed patient behavior
Developed and executed targeted relationship and account development strategy
Conducted office management and emergency preparedness orientation to provide special skills and test specific emergency plan components
Developed team communications and information for meetings
Documented meeting minutes and distributed to staff to facilitate follow-up and permanent record
Developed and executed plans to monitor standard process adherence
Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings
Conducted training and change management processes to improve operations
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