AGNES MAE FUNKHOUSER
KITTANNING,PA
Summary
Results-driven Head of Client Services known for productivity and efficiency in task completion. Possess specialized skills in client relationship management, strategic planning, and team leadership. Excel at communication, problem-solving, and adaptability, ensuring exceptional service delivery and client satisfaction. Understand importance of collaboration and innovation in fostering positive outcomes for both clients and the organization. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
35
35
years of professional experience
Work History
Director Client Services
Transcomp, Inc
Pittsburgh, PA
03.2005 - 12.2023
- Monitored the team's progress towards meeting customer service targets set by management.
- Resolved escalated complaints from customers through effective problem-solving techniques.
- Organized training sessions for new hires in order to familiarize them with the company's products and services.
- Performed quality assurance checks on all work produced by the Client Services Team.
- Participated in industry events and conferences aimed at networking with potential customers.
- Facilitated communication between internal teams and external clients through emails, phone calls, meetings.
- Developed and maintained relationships with key clients to ensure their loyalty.
- Conducted regular performance reviews and provided coaching to the Client Service Representatives.
- Ensured adherence to company policies, procedures, and standards when providing services.
- Maintained strong rapport with existing clients and interacted with potential clients.
- Frequently traveled to visit with assigned territories.
- Delegated work to staff, setting priorities and goals.
- Recruited and trained new employees to meet job requirements.
- Reviewed completed work to verify consistency, quality, and conformance.
- Assigned work and monitored performance of project personnel.
Vice President of Operations
Geoffrey Stillson Assocs.
Pittsbugh, PA
08.1988 - 02.2005
- Developed and implemented strategic plans for the operations department.
- Identified opportunities to reduce costs and improve efficiencies across all areas of operations.
- Managed daily operations, including budgeting, forecasting, resource planning, and scheduling.
- Oversaw the development and implementation of policies and procedures related to operational activities.
- Ensured compliance with applicable laws and regulations related to operations.
- Provided direction to staff on all aspects of operational processes.
- Monitored performance metrics to ensure that established objectives were met or exceeded.
- Established key performance indicators for measuring operational success.
- Maintained relationships with external organizations such as government agencies, regulatory bodies.
- Created reports summarizing operational results for management review.
- Reviewed financial statements for accuracy and completeness prior to submitting them for approval by executive leadership team members.
- Performed regular audits of internal systems in order to identify potential risks or vulnerabilities.
- Provided training and mentoring support for new employees in the operations department.
- Resolved escalated customer complaints regarding product and service quality or delivery delays.
- Hired and managed employees to maximize productivity while training staff on best practices and protocol.
- Coordinated work across departments to keep teams on track with company goals.
- Communicated regularly with executive team members to deliver pertinent details related to progress status and direction for projects.
- Implemented best practices to strengthen internal systems and spearhead proactive change.
- Determined performance goals and offered tactics for achieving milestones.
- Traveled to trade shows and client meetings to promote company brand.
- Brought about substantial operational improvements by reworking policies and enhancing enforcement.
- Supervised daily operations of multi-million dollar divisional operation.
- Set clear goals for area managers and implemented systems for measuring results in support of optimal decision making.
- Researched underlying issues, regulatory compliance status and processes to resolve complex business issues and recommend strategic corrective actions.
- Developed and deepened relationships with functional leadership to interconnect revenue generation initiatives with day-to-day operations.
- Crafted and monitored internal control systems.
- Delegated work to staff, setting priorities and goals.
- Formed and sustained strategic relationships with clients.
Education
Nursing Education
St. Francis Registered Nursing School
Pittsburgh, PA05-1980
High School Diploma -
Kittanning Sr. High/Lenape Vo Tech
Fogelsville, PA06-1974
Skills
- Staff Development
- Customer Satisfaction
- Meeting facilitation
- Analytical mindset
- Client Relationship Building
- Policy administration
- Positive Attitude
- Problem-solving abilities
- Teamwork and Collaboration
- Adaptability and Flexibility
- Attention to Detail
Timeline
Director Client Services
Transcomp, Inc
03.2005 - 12.2023
Vice President of Operations
Geoffrey Stillson Assocs.
08.1988 - 02.2005
Nursing Education
St. Francis Registered Nursing School
High School Diploma -
Kittanning Sr. High/Lenape Vo Tech
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