Ann Aaroste
Montgomery,IL
Summary
Adept at fostering client relationships and driving business growth, my tenure at Harte Hanks showcases a proven track record in improving customer satisfaction and retention. Skilled in Salesforce and conflict resolution, I excel in transforming challenges into opportunities, achieving a significant increase in client engagement.
Versatile Customer Support Manager highly effective at conflict resolution and persuasive communication.
Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Overview
18
18
years of professional experience
Work History
Customer Support Coordinator
Ocean Network Express
04.2023 - 12.2024
- Acted as primary liaison to customers and internal teams, ensuring prompt resolution of critical issues.
- Elevated service quality with prompt resolution of customer issues.
- Identified and addressed intricate customer challenges effectively to prevent adverse effects on business.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs
- Maintained accurate records of client interactions and services provided
- Created individualized service plans that addressed each client's unique needs and goals
- Resolved customer complaints or answered customers' questions
- Interpreted and explained work procedures and policies to brief staff
- Facilitated the onboarding process for new hires, including preparing workstations and coordinating orientation schedules
- Developed work schedules according to budgets and workloads, covering priority tasks
Client Relationship Manager
Harte Hanks
Dallas, USA
05.2020 - 04.2023
- Company Overview: Dallas, Texas
- Coordinated with other supervisors, combining group efforts to achieve goals
- Served as primary point-of-contact for questions or concerns from clients during ongoing projects
- Coordinated closely with sales teams to support the pursuit of new business opportunities within existing accounts
- Maintained detailed records of all client interactions, ensuring accuracy in account management and reporting activities
- Developed strong rapport with clients through consistent follow-up and attention to detail
- Analyzed client feedback to identify areas for improvement and implemented changes accordingly
- Addressed and resolved customer complaints and issues to improve satisfaction
- Streamlined processes for managing client interactions, leading to improved response times and higher levels of satisfaction
- Created customer support strategies to increase customer retention
- Managed department call volume of Number calls per day and coordinated department schedules to maximize coverage during peak hours
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy
- Oversaw daily operations, ensuring efficiency and effectiveness across all departments
- Managed day-to-day operations while ensuring high levels of customer satisfaction were always met
- Dallas, Texas
Contact Representatives
SSA & Company
Chicago, USA
02.2007 - 08.2019
- Company Overview: Chicago, Illinois
- Oversaw financial management, budget management, accounting and payroll activities
- Responded to information requests from superiors, providing specific documentation
- Implemented systems for tracking operational performance metrics
- Prepared staff work schedules and assigned team members to specific duties
- Planned delivery routing, team workflows, and promotional initiatives
- Improved customer satisfaction by resolving issues efficiently and professionally
- Conducted thorough research on complex inquiries, delivering informed solutions to customers' unique challenges
- Maintained up-to-date knowledge of product and service changes
- Organized information by using spreadsheets, databases or word processing applications
- Investigated facts, confirmed coverage and liability, negotiated settlements, and determined payments for claims
- Educated customers on their rights under state and federal regulations governing insurance policies
- Assisted in the development and updating of claims policies and procedures to improve efficiency
- Checked documentation for appropriate coding, catching errors and making revisions
- Filed appeals on behalf of customers when necessary, after denial of a claim due to insufficient evidence
- Chicago, Illinois
Education
GED -
TRUMAN college
Chicago, IL01.2007
Skills
- Relationship building and management
- Customer engagement
- Time management
- Salesforce Software troubleshooting
- Schedule management
- Reporting and analysis
- Workforce management
- Complaint handling
- Conflict resolution skills
- SLA management
- Customer support plan development
- Escalation handling
- CRM software expertise
- Training and mentoring
- Call centre management
Timeline
Customer Support Coordinator
Ocean Network Express
04.2023 - 12.2024
Client Relationship Manager
Harte Hanks
05.2020 - 04.2023
Contact Representatives
SSA & Company
02.2007 - 08.2019
GED -
TRUMAN college