AISHA EMMANUEL

• Worked to improve and streamline company-wide Purchase Order process
• Ensure that vendor contracts are executed, and payments are processed
• Ensured weekly Purchase reports for approval were sent and approved
• Resolved daily issues by handling invoice discrepancies, replacements for rejected materials and missed and late deliveries.
• Managed procurement requests and acted as point-person for customers on logistics, hardware and software needs.
• Researched and evaluated new and current vendors to determine suitability of products and contract and pricing negotiations.
• Streamlined office operations using automation, oversaw client communications, managed record tracking and data communication activities.
• Identified issues, analyzed information and provided solutions to problems.
• Supported senior company leaders by delivering reports outlining performance to drive process improvements.
• Utilized procurement tools to manage quote process, invoicing, order entry and receiving.

• Oversaw clients accounts by maintaining constant communication via chat, emails , or voice to ensure customers exceptions were exceed
• Attend weekly meeting with clients to update them on company business
• Addressed and removed outstanding pending task exceeding company goals
• Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
• Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
• Educated clients on new products or services to increase customer engagement with brand.
• Managed over 100 emails, calls and chats daily.
• Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction

• Designated as primary liaison within office, tasked with compiling simple to complex tax returns
• Completed and filed returns with tax departments at local, state, and federal levels.
• Maintained complete records of client tax returns and supporting documentation in secured areas.
• Responded to inquiries from IRS and other tax authorities.
• Researched and administered proper response to employee questions regarding on- boarding, payroll and benefits
• Created, edited and maintained all periodic reports for the organization and generated various reports for senior management.
• Developed and maintained successful relationships with vendors, suppliers and contractors.
• Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
• Delivered performance reviews, recommending additional training or advancements.
• Evaluated employee performance and conveyed constructive feedback to improve skills.

• Handled 150+ inbound and outbound calls a day for clients
• Duties included retrieved customer data, and presented product information
• Hired, training, and prepared my team of up to 16 agents, to respond to customer questions and complaints and troubleshoot problems with services or products
• Worked on different campaigns including sales, appointment setting, benefit verification. debt restructuring and customer care.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Applied basic sales strategy to engage customers and present solutions to suit individual needs.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Cross-trained and provided backup support for organizational leadership.

• Provided quotes, executed sales and assisting in online policy changes
• Handled incoming calls from customers and policyholders, responding to inquiries, resolving problems and correcting policy errors
• Surpassed sales goals by 12% in 2017 and 14% in 2018
• Built relationships with clients using active listening and issue resolution to provide excellent service.
• Responded to customer calls swiftly to resolve issues and answer questions.
• Cross-sold insurance products to existing clients to reach sales targets.
• Analyzed customer needs to provide customized insurance solutions.
• Collected premiums on or before effective date of coverage.
• Calculated premiums and established payment methods for sales.
• Finalized sales and collected necessary deposits.
• Generated leads through cold-calling, networking and other outreach methods.
• Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.

• Greeted guests in with friendliness and professionalism.
• Assisted manager in all aspects of business operations.
• Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
• Worked closely with management to provide effective assistance for specific aspects of business operations.
• Reviewed and edited documents for accuracy, grammar and clarity.

• Acted as primary liaison between customers, vendors and collections department
• Researched and resolved all customer disputes and related technical issues
• Provided office support to various departments by screening calls, and referring visitors to appropriate personnel
• Analyzed, troubleshooted and resolved client software issues
• Communicated effectively with the team on various assignments; monitored and reviewed all completed work to ensure work quality, priorities and deadlines had been met.
• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Restocked supplies and placed purchase orders to maintain adequate stock levels.
• Executed record filing system to improve document organization and management.
• Scheduled office meetings and client appointments for staff teams.

440 Customer Service

20-44 Property and Casualty