ANDREA CATHLEEN ELLIS

• Serve as the primary liaison between clients and internal teams, managing day-to-day communications and ensuring seamless execution of brand strategy and marketing initiatives.
• Build and maintain strong, trust-based relationships with clients, proactively identifying opportunities to grow accounts and enhance service offerings.
• Lead and facilitate client meetings and presentations, developing strategic agendas, articulating brand solutions, and aligning on deliverables.
• Oversee the full project lifecycle—scoping, budgeting, timeline management, and quality control—to deliver campaigns on time, within budget, and above expectations.
• Collaborate closely with creative, operations, and external partners to align project execution with client goals and brand standards.
• Implement and refine internal processes to improve workflow efficiency, elevate client satisfaction, and ensure consistent, high-quality project outcomes.
• Contribute to business development efforts by identifying upsell opportunities and supporting new client acquisition through relationship-building.

Key Highlights:

• Spearheaded multiple integrated brand campaigns from concept to execution for diverse clients in a fast-paced agency environment.
• Played a pivotal role in strengthening client retention and satisfaction by delivering proactive communication and strategic insights.
• Contributed to a collaborative and growth-focused culture within a newly renovated, creative downtown office environment.

• Provides superior customer service; look for ways to go above and beyond what our Customers expect
• Answers product-related questions for customers, and offers additional or alternative products and services
• Processes customer transactions of goods and services
• Collects cash, check, or charge payment from customer and makes change for cash transactions
• Uses electronic scanner to record prices
• Monitors and manages potential front-end shrink
• Performs Customer Service Assistant duties frequently
• Performs Curbside duties
• Hospitality Team duties

• Project Management deliverables
• Daily JIRA card stand-ups to report on customer commitment dates.
• Lead Implementation and Provisioning teams through effective reviews for rework/rebuild work.
• Provide Regular Documented Feedback/Lessons Learned to improve Sales to Implementation transition.
• Customer and Internal support
• Managed Public Cloud for AWS, Azure and GCP.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Created customer support strategies to increase customer retention.
• Monitored customer progress and addressed customer inquiries with timely and accurate updates.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Established strong relationships with key customers, resulting in increased customer loyalty.
• Collaborated with sales and product teams to address customer success objectives.
• Defined clear targets and objectives and communicated to other team members.
• Assisted in organizing and overseeing assignments to drive operational excellence.

• Employee Performance, Coaching, Quality audits on internal employee production.
• Procedure and process improvements to influence business optimization. Quality control audits, Metric reporting.
• Implemented effective training programs for new hires, fostering a positive work environment and increasing employee retention rates.
• Coordinated training, communications and related activities for new processes and product updates.
• Facilitated and resolved all escalated claims and service issues.
• Technical support on internal-external systems on functionality, performance and improvement.
• Presented at client conferences as a subject matter expert, raising brand awareness while networking with key stakeholders in the sector.
• Designated Business Continuity Plan (BCP) home team member.
• Business development, Client support, Marketing of all material to include approvals on marketing material as well as re-design of material.

• Consumer, Commercial and Home Lending
• Opening and managing of new and existing accounts, End of month reconciliation, Quality control and Risk, Credit/Debit card fraud, Business development, Sales, Teller
• Customer service, Inbound-Outbound sales
• Participated in regular team meetings contributing valuable insights leading towards process improvement initiatives.
• Enhanced member satisfaction by providing exceptional customer service and promptly addressing concerns.
• Investigated and resolved customer inquiries and complaints quickly
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
• Increased efficiency and performance by monitoring team member productivity and providing feedback