Alecia Peters
Account Manager; Project Coordinator
Ashburn,VA
Summary
Results-driven professional with extensive experience in operations management, customer service, and project coordination across diverse industries. Expertise in leading teams, streamlining workflows, and implementing efficient processes to drive organizational success, complemented by a strong focus on client relations, data management, and compliance. A proven track record of enhancing customer satisfaction, optimizing operational systems, and supporting business growth underscores a commitment to excellence. Technically proficient in Salesforce, Zendesk, ADP, SAP, Microsoft Office Suite, Google Suite, and various enterprise platforms, ensuring adaptability in dynamic environments.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Stay-at-Home Parent
Home
01.2023 - Current
- Managed all aspects of household operations, including scheduling, budgeting, and logistics, keeping daily life running smoothly and efficiently.
- Organized and led school and community volunteer projects, coordinating teams, fostering collaboration, and building leadership skills.
- Actively pursued professional growth in project management through online courses, workshops, and self-directed learning, applying new strategies to real-life planning and organization.
- Streamlined household and volunteer workflows by implementing practical systems and tools, improving efficiency, and reducing stress for all involved.
- Balanced multiple responsibilities simultaneously while maintaining attention to detail, demonstrating strong time management, and problem-solving abilities.
Member Advocate - Organizational Account Manager; Project Coordinator
National Contract Management Association
06.2019 - 12.2022
- Served as the primary liaison for organizational subscriptions and project-related communications, maintaining a 92% customer satisfaction rating through timely updates, responsive support, and issue resolution.
- Managed sensitive member and company data with a 96% audit accuracy rate, ensuring compliance, and supporting project documentation standards.
- Coordinated billing and subscription renewal workflows, contributing to project timelines, and increasing subscriber retention through proactive outreach and relationship stewardship.
- Supported process-improvement initiatives by collecting data, identifying workflow gaps, and collaborating with cross-functional teams to implement project changes that improved overall efficiency.
- Processed payments via purchase orders, checks, credit cards, and cash, ensuring accurate financial tracking and alignment with project budgets.
- Provided real-time customer support as a chat representative via Zendesk, triaging inquiries, and escalating issues to project leads when necessary to maintain service levels.
- Delivered tailored solutions for high-profile clients by managing expectations, coordinating internal resources, and resolving complex challenges with discretion and efficiency.
- Authored, updated, and organized Standard Operating Procedures (SOPs) to support project consistency, onboarding, and operational alignment across teams.
- Led client relationship management to enhance customer satisfaction and retention.
- Collaborated with cross-functional teams to streamline processes and improve service delivery.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Improved overall team productivity by implementing best practices in organization and time management.
- Drove revenue growth by identifying new business opportunities within existing accounts.
Director of Operations; Transaction Coordinator
Keller Williams Capital Properties
08.2018 - 01.2020
- Directed the development and implementation of operational systems to support organizational effectiveness.
- Managed recruitment, onboarding, and HR compliance processes to ensure smooth workforce integration.
- Coordinated marketing initiatives and sales lead conversion efforts to drive business growth.
- Oversaw internal projects focused on compliance and employee satisfaction.
- Handled scheduling of client showings to maintain seamless client interactions.
- Proofread and reviewed contractual agreements to ensure accuracy and completeness.
- Implemented new technologies and systems to optimize workflow and enhance productivity.
- Oversaw day-to-day production activities in accordance with business objectives.
- Collaborated with legal teams to ensure adherence to regulatory requirements throughout the transaction process.
- Oversaw tracking of contracts and contingencies, minimizing delays in closing timelines.
Customer Service Representative
DuPont
12.2016 - 03.2018
- Promoted DuPont products and services by actively engaging with clients, strengthening relationships, and identifying opportunities that contributed to revenue growth.
- Maintained a high customer satisfaction rate by efficiently resolving client issues, providing timely follow-up, and documenting all interactions in Salesforce to ensure accuracy and transparency.
- Supported data handling processes, including entry, organization, and quality checks, to maintain integrity across internal systems and reports.
- Served as a Chat Representative, delivering real-time customer support, addressing inquiries with professionalism, and ensuring a positive client experience.
- Utilized CRM software to track and manage customer interactions effectively.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Credit Card Fraud Analyst
Bank of America
09.2015 - 09.2016
- Investigated and resolved potential fraud cases, achieving a high-resolution rate while safeguarding customer accounts.
- Documented workflows and collaborated with cross-functional teams to ensure compliance and expedite issue resolution.
- Managed extremely high call volumes while maintaining accuracy, efficiency, and professionalism.
- Verified caller identities to protect account security and prevent unauthorized access.
- Issued replacement and new credit cards in accordance with compliance and fraud-prevention protocols.
Bail Bonds Representative/Trainer
Aaron Bail Bonds
05.2013 - 05.2015
- Coordinated comprehensive data collection and legal documentation, consistently achieving high audit accuracy and compliance standards.
- Designed and delivered training programs for new hires across multiple locations, ensuring seamless adoption of compliance updates and optimized workflow processes.
- Developed instructional materials and provided hands-on guidance to support project implementation and staff proficiency.
- Managed high volumes of inmate calls from county jails statewide in New Jersey, maintaining professionalism and efficiency under pressure.
- Assisted clients' family members with bail processing, ensuring accuracy, timeliness, and clear communication.
- Performed meticulous data entry for client and family records, maintaining confidentiality and integrity of sensitive information.
- Handled cash transactions exceeding $80,000 with strict adherence to security and accounting protocols.
- Prepared and submitted legal documents to courts, supporting timely and accurate case management.
Administrative Coordinator/HR Assistant/Assistant Call Center Supervisor
Preferred Water Testing
10.2008 - 05.2013
- Supervised call center operations and a team of 8 representatives, consistently maintaining high performance levels of 10-15 outbound calls per hour.
- Managed payroll and coordinated scheduling for field staff, ensuring optimal coverage and operational efficiency.
- Provided ongoing employee coaching and performance feedback to streamline business operations and enhance team productivity.
- Supported recruitment, onboarding, and retention initiatives, contributing to a high-performing, engaged workforce.
- Developed a comprehensive Microsoft Access database to track all team appointments, improving data organization and accessibility.
- Facilitated detailed post-appointment reports for field representatives, enabling actionable insights and informed decision-making.
- Oversaw daily operations, ensuring adherence to call center protocols and standards.
- Trained and mentored new staff, fostering a culture of continuous improvement and support.
- Conducted regular performance reviews, providing constructive feedback to enhance employee development.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Assisted with onboarding processes, ensuring new hires completed required documentation and training sessions.
- Supported recruitment efforts by scheduling interviews and communicating with candidates throughout hiring process.
- Coordinated employee engagement activities to foster a positive workplace culture and enhance morale.
- Processed payroll information, verifying accuracy of timekeeping records and resolving discrepancies promptly.
- Conducted preliminary screenings of applications to identify suitable candidates for open positions.
- Collaborated with HR team to streamline administrative tasks, improving overall workflow efficiency within department.
- Ensured accurate payroll processing by reviewing timesheets and updating employee information as needed.
Education
High School Diploma -
Paterson Catholic Regional High School
Paterson06-2009
College Coursework - Business Administration
Delaware Technical Community College
WilmingtonSkills
- Project Coordination
- Customer Engagement
- Effective Schedule Management
- Process Improvement
- Project Documentation
- Multitasking Abilities
- Excellent Communication
- Strategic Task Management
- Collaborative Team Management
- Prioritization and scheduling
- Versatile in dynamic environments
- Account relationship development
- Friendly, positive attitude
- Problem-solving
Certification
Stepful - CCMA (Certified Clinical Medical Assistant) (In Progress)
Languages
English
Native or Bilingual
Spanish
Elementary
Timeline
Stay-at-Home Parent
Home
01.2023 - Current
Member Advocate - Organizational Account Manager; Project Coordinator
National Contract Management Association
06.2019 - 12.2022
Director of Operations; Transaction Coordinator
Keller Williams Capital Properties
08.2018 - 01.2020
Customer Service Representative
DuPont
12.2016 - 03.2018
Credit Card Fraud Analyst
Bank of America
09.2015 - 09.2016
Bail Bonds Representative/Trainer
Aaron Bail Bonds
05.2013 - 05.2015
Administrative Coordinator/HR Assistant/Assistant Call Center Supervisor
Preferred Water Testing
10.2008 - 05.2013
High School Diploma -
Paterson Catholic Regional High School
College Coursework - Business Administration
Delaware Technical Community College