AnnGarner McGahee
Fort Lauderdale,FL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
10
10
years of professional experience
Work History
Senior Customer Success Specialist
2U, INC.
02.2020 - Current
- Hired to spearhead Placement Process for Master of Social Work Program taken over by 2U, INC
- Met and exceeded individual KPI by 105%, including onboarding time-to-value, customer satisfaction (NPS) and adoption
- Oversee all contracts and clearances, answering questions and problem solving edits and delays between internal and external administrations
- Earned positive Net Promoter Score year after year by providing customers with white-glove service through consistent communication and strategies for achieving their goals
- Coordinate, match, and place students with field placement opportunities that align with their interests and university program requirements
- Provide professional service and communication to students, university leaders and agency partners throughout placement process
- Create short and long-term strategies for enhancing placement process by forming strong relationships with students, university faculty and agency leaders.
Mental Health Counselor III & Supervisor
GREENVILLE MENTAL HEALTH
01.2015 - 09.2019
- Hired to maintain and grow Mental Health Satellite Program for Title 1 Elementary School
- Grow mental health services 500% by providing advanced individual, family and group psychotherapy for at-risk individuals with complex needs
- Manage admission, provision of client care, discharge and transfer of clients as well as documented specified information
- Provide supervision to 6 clinicians on ongoing basis by conducting monthly supervision meetings and trainings throughout month
- Facilitated new applicant interviews and provided guidance in hiring decisions.
- Used advanced counseling skills and evidence-based practices to establish goals and treatment plans with patients
- Attended trainings to participate in regular supervision and continued education to maintain professional competence and ethical standards
- Provided comprehensive case management services, created treatment plans, and connected clients and families to appropriate resources
Development Associate
LEGACY ADVANCEMENT
01.2014 - 01.2015
- Development Contributor hired to build donor base, grow student recruitment, and facilitate community partnerships
- Collaborated with development, school and community teams in daily operations and special projects in order to grow student population and school stakeholders
- Developed daily website content and social media content
- Compiled and selected recruitment content to attract new students and donors
- Served as liaison with community partners.
Education
Masters in Clinical Mental Health (M.Ed. & Ed.S.) -
CLEMSON UNIVERSITY
Clemson, SC12.2014
Bachelor of Arts in Sociology -
FURMAN UNIVERSITY
Greenville2011
Skills
- Customer Experience Improvement
- Technical Support and Assistance
- Customer Feedback
- Special Requests
- Active Listening
- Operational Efficiency
- Effective Customer Communication
- Staff Training
- Conflict Resolution Techniques
- Business Partnerships
Timeline
Senior Customer Success Specialist
2U, INC.
02.2020 - Current
Mental Health Counselor III & Supervisor
GREENVILLE MENTAL HEALTH
01.2015 - 09.2019
Development Associate
LEGACY ADVANCEMENT
01.2014 - 01.2015
Masters in Clinical Mental Health (M.Ed. & Ed.S.) -
CLEMSON UNIVERSITY
Bachelor of Arts in Sociology -
FURMAN UNIVERSITY