Administrative/Account Management Resume
|Desired Industry: Miscellaneous
|Desired Job Location: Blair, Wisconsin
||Date Posted: 7/16/2016
|Type of Position: Full-Time Permanent
||Availability Date: 07/18/16
|Desired Wage: $40,000.00
||U.S. Work Authorization: Yes
|Job Level: Experienced with over 2 years experience
||Willing to Travel: No
|Highest Degree Attained: High School/Equivalent
||Willing to Relocate: No
To obtain a career within an organization with growth potential.
Kaplan Financial Education, La Crosse, WI (2/13-5/16)
Client Experience Manager (5/14-5/16)
Deliver world class account management services and satisfaction to B2B clients, by managing communication, concerns, and issues between Kaplan and the client.
Work with various functional areas (internally and externally) to ensure all departments are helping clients achieve their education and career goals.
Work as an extension of sales representatives to recognize opportunities for new sales, support presales and post sales activities, and manage daily client relationships to maximize revenue growth and client satisfaction.
Maintain inventory records for large B2B reseller clients.
Complete daily, weekly, monthly, and quarterly reports for upper management and specific clients.
Troubleshoot system issues and resolve.
Customer Service Representative (2/13 5/14)
Answer inbound telephone calls and place orders for several product lines; Respond to general inquiry emails, chat sessions, and voice mails.
Provide service excellence through order placement, timely follow up of service requests, and maintaining a positive attitude and friendly manner.
Perform outbound follow up calls/send thank you cards to build relationships.
Up-sell products and services offered in a casual conversational approach.
Accurately enter and edit customer information and product orders in appropriate database(s).
Investigate and resolve customer/student complaints and/or troubleshoot and resolve system issues promptly to ensure satisfaction.
Maintain a comprehensive knowledge of the products and services offered by company, to include knowledge of all customer information systems, web site navigation, and databases.
Perform other duties as required or assigned within the scope of the activities stated above to achieve organizational goals.
JT Graphics & Advertising, Onalaska, WI (9/11-2/13)
Coordinate and assist in the hiring and promotion process; supervise training of new employees and on-going training of other employees; resolve unusual employee problems; supervise employee attendance records.
Create and implement policies to improve productivity and increase margins, as well as prepare/update training manuals and other necessary training tools.
Schedule work according to client timelines; monitor the accuracy, completeness, and timeliness of project completion.
Assist with preparation and maintenance of office budget; prepare financial analysis for owner; enter monthly sales tax into IRS database; prepare bi-weekly sales commission reports.
Support sales representatives by assisting with sales as needed, customer questions or concerns, generating RFPs and quotes, and researching products to meet customers/sales requests.
LexisNexis, Onalaska, WI (8/01-08/11)
Vendor Management Supervisor and Emergency Program Manager (1/10 08/11).
Reviewed resumes, conducted interviews, and extended job offers; reviewed employees needs to ensure adequate staffing; produced communication and justification for funds to fill new positions.
Developed training plans and provided ongoing guidance thru coaching and counseling.
Set realistic performance standards for tasks, jobs and roles, and provided standard feedback about their performance; Accountable for developing performance improvement plan or provide rewards for employee accomplishments; Increased employee engagement.
Created new processes or revised existing ones to increase productivity and provided best possible services to clients; Reviewed collection site network for clients with certain price structures, or low net-to-gross accounts, and recommended new networks or other avenues for cost of goods reduction.
Ensured coverage during off customer service hours, client queues transitioned accurately, and service lines are at 80% or above.
Provided quarterly management reports, handled escalated client calls, and assisted with on-boarding new emergency clients.
Assisted with client S.O.P. and location rollout.
Facilitated bi-weekly meetings with high volume clients to review previous weeks performances and any program changes.
Served as the expert 24 hours per day, 7 days per week for emergency representatives.
Continued to travel with sales as product expert and bridge gap between sales and operations.
Program Specialist/Customer Support Analyst II (1/08-1/10).
Managed high profile/large revenue generating accounts by maintaining and growing revenue through ongoing account analysis of major market and/or national and strategic customers.
Regularly reviewed accounts for service data, issues, and trends to support retention and increased revenue.
Understood all aspects of LexisNexis services and clients value points, provided value added solutions, and identified opportunities with best operational efficiency and margin.
Coordinated with internal staff and/or conducted training as needed to internal partner, providing information to communicate with recommendations for program changes; handled post training follow-up to ensure necessary knowledge was transferred.
Coordinated with operations/IT to solve problems/concerns.
Worked with the sales and implementations team to handle new account implementations.
Attended association meetings and events to network and build industry knowledge/LexisNexis visibility.
Prepared presentations, reports, and projects as assigned or requested by clients or management.
KAPLAN UNIVERSITY, Online (8/14-1/16). Coursework in program to obtain B.A. in Psychology.
GLOBE UNIVERSITY, Onalaska, WI (1/12-1/13). Coursework in program to obtain B.A. in Business Administration.
VITERBO UNIVERSITY, La Crosse, WI (1/05 12/10). Coursework in Organizational Management degree program.
WWTC, La Crosse, WI (8/2000). Non-Credit pre-licensing insurance education courses. Obtained property and casualty insurance licenses.
UNIVERSITY OF WISCONSIN STEVENS POINT (8/95-5/96). Coursework in Business Administration degree program. Was involved in work-study program; Student Senator for the Student Government, also elected Student Residence Hall Governor.
HIGHLIGHTS OF QUALIFICATIONS
Strong managerial/team lead and sales support experience.
Insurance and financial industry experience, as well as project management.
Strong customer service background; proven communication, interpersonal, analytical, and organizational skills; ability to work both independently and as a team member.
A detailed, process oriented thinker; well organized; punctual; reliable; driven with the ability to prioritize work flow; ability to adapt and adjust to challenges; ability to de-escalate heightened situations with professionalism and ease.
Strong written and verbal communication skills; excellent presentation skills.
Proficient in MS Office Suite, Outlook, Internet, and a variety of cloud computing systems such as SalesForce.
Available upon request.
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