Adrienne Melton

• Legal document processing (including claims and ballot processing).
• Scanning mail into electronic form.
• Processing and sorting mail/return mail.
• Print and mail production.
• Updating mailing addresses.
• Logging mail in database/data entry.
• Quality assurance checks for logged entries from other employees.
• Answering & transferring incoming calls.
• Signing in all employees and visitors.
• Maintaining the office and tracking all inventory.

• Supporting Service Delivery Manager in daily tasks and managing their calendar.
• Writing client reports and note-taking during client meetings.
• Scheduling and participating in daily client meetings.
• Investigating and reporting client trends.
• Ensuring timely completion of deliverables from stakeholders.
• Routing and responding to inbound calls/emails from clients.

• Resolving a high volume of customer inquiries via Zendesk tickets, ranging from new account setups, technical support, payment processing, rescheduling, etc.
• Investigative problem-solving to determine the root cause of app issues and billing errors.
• Intensive data entry via Excel sheets to keep customer records accurate and up to date.
• De-escalation and effective communication for customer retention and growth.

• Managing a team of two Client Service Coordinators.

Routing and responding to inbound calls/emails from clients.

• Overseeing and dispatching all support techs.

• Creating support tickets in CRM systems (Salesforce & Connectwise) and monitoring follow up.

• Overseeing website monitoring software and following up on tickets as needed.

• Managing all inbound/outbound deliveries & placing/tracking purchase orders.

• Managing inventory for internal use and for sale to clients.

• Calendar management for an office of 28 employees.

• Onboarding new employees.

• Managing, training, and assisting Client Services Coordinators.

• Writing and editing implementation processes and training documents.

• Facilitating and managing internal office projects (Ex. Office move, soundproofing, office expansion, etc.)

• In-office event coordination (Ex. Birthdays, team lunches, office parties, company outings, etc.)

• Intensive use of Microsoft Outlook, Excel, Adobe, Twitter, Slack and Microsoft Teams.