Albert Cohen
Florence,AZ
Summary
Successful small business professional with demonstrated track record for consulting. Exceptional program, team and project manager. Skilled at mentoring clients, integrating ideas and customizing approaches to support specific means and goals.
Overview
8
8
years of professional experience
Work History
CRM Onboarding Coach
Keap
Chandler, AZ
04.2023 - Current
- Designed and developed data pipelines to acquire, clean and process data.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Developed and maintained data warehouses and data marts to support business operations.
- Identified patterns and trends in large data sets and provided actionable insights.
- Implemented business intelligence solutions to increase operational efficiency.
- Provided technical support for troubleshooting analytics and reporting issues.
- Monitored and analyzed clients' progress, results and overall satisfaction to implement process improvement initiatives.
- Fostered positive, proactive and professional relationships to achieve short- and long-term business goals.
- Troubleshot, brainstormed and collaborated with fellow coaches on ways to make coaching more impactful for clients.
Lead Credit Saas Manager
LenCred INC
Scottsdale, AZ
06.2021 - 07.2023
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Identified process inefficiencies through gap analysis and outlined sensible solutions.
- Evaluated trends to understand competitive environments and assess current strategies.
- Managed a portfolio 200 small business owners, conducted meetings to keep owners on track with their business goals.
- Expertly pivoted needs of businesses through changing economic times.
- Proctored training to employees via in-person and online.
- Work cross-functionally with sales, management and other departments to maintain effective operations.
- Investigated and evaluated customers for creditworthiness and potential risk factors.
- Analyzed applicants' financial status and credit and property evaluations to determine loan feasibility.
- Devised collection recovery strategies to resolve customer issues and delinquent cases.
- Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales and billing departments.
- Obtained and reviewed credit reports, credit references, credit insurance and financial statements to establish credit limits for new accounts.
- Reviewed and analyzed loan procedures.
- Collaborated with management to evaluate credit strategies and develop improvements.
- Obtained and interpreted financial statements to assist in credit limit reviews.
- Attended ongoing professional training to facilitate accurate and productive credit management.
- Maintained full knowledge of current regulatory environment and made proactive adjustments to meet changing requirements.
- Performed semi-annual account credit limit reviews and credit increase review requests from financial service and sales teams.
- Provided resources and expertise for conversion, validation and training required for company-wide software updates.
- Worked with modern business SaaS applications and communication tools.
Load Board Software Manager
Z And J Transport
Tempe, AZ
06.2018 - 05.2021
- Closely monitored dispatch board to triage and prioritize over 50 daily calls.
- Responded to over 20 daily caller requests with information about assistance and time frames.
- Kept detailed track of all available field personnel and all in-progress and completed calls.
- Participated in unit-based Quality Assurance Program.
- Established relationships with companies to establish dedicated routes for future business.
- Increased company profits through performance optimization strategies and efficiency improvements.
- Built and strengthened relationships across functional leadership areas to keep revenue development and operational plans interconnected and effective.
- Applied excellent problem-solving, process development and strategic implementation skills to lead and support all areas of operations.
- Supported Executive Team in reviewing, identifying and prioritizing strategic initiatives.
- Prepared annual budgets with controls to prevent overages
- Oversaw hiring, adding valuable, talented professionals to strengthen management team
Customer Service Representative
Toyota Financial Services
10.2019 - 07.2020
- Responded to customer requests for products, services and company information.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Answered constant flow of customer calls with up to 100 calls in queue per minute.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Was designated as team mentor to new hires.
- Was ranked second of all customer service representatives in Agent Performance in the month of April and May.
- Averaged around 80 answered phone calls per day versus a 50 call customer service average.
Flow Team Member
Target Corporation
04.2016 - 05.2017
- Unloaded freight upon arrival in the warehouse, stocking all items in proper locations.
- Cross-trained in different departments of the store to learn new tasks and better understand workflows and business operations.
- Broke down boxes and cartons, disposing of refuse in proper cardboard receptacles.
- Delivered store policy information to patrons at checkout, reducing customer service complaints and calls.
- Greeted customers and directed to requested products.
- Stayed current on available products, store promotions and customer service policies to better assist with any need.
- Was designated as a "Team Mentor" for exemplary leadership.
Education
Bachelor of Arts - Philosophy And Religious Studies
Arizona State University
Tempe, AZ2019
Skills
- Issue Resolution
- Client Rapport-Building
- Software Troubleshooting
- Customer Relationship Management
- Consultation and Advisement
- Reports and Documentation
- Analytical Thinking
- Working with Consultants
- Research and Development
- Outcome Accountability
- Attention to Detail
Timeline
CRM Onboarding Coach
Keap
04.2023 - Current
Lead Credit Saas Manager
LenCred INC
06.2021 - 07.2023
Customer Service Representative
Toyota Financial Services
10.2019 - 07.2020
Load Board Software Manager
Z And J Transport
06.2018 - 05.2021
Flow Team Member
Target Corporation
04.2016 - 05.2017
Bachelor of Arts - Philosophy And Religious Studies
Arizona State University