April Hill
Merrillville,IN
Summary
Customer-focused manager with 20 plus years' experience who is acknowledged for talents in inspiring coworkers to excel and adapt to the demands of a challenging workload. Excellent communication and organizational skills along with strong worth ethics aimed at projecting a positive company image. Expert in delivering consistent customer service to ensure client satisfaction and service improvement.
Results-driven professional in project management, known for high productivity and efficient task completion. Skilled in strategic planning, risk management, and stakeholder communication. Excel at leadership, time management, and adaptability, ensuring projects meet objectives seamlessly.
Seasoned project management specialist with comprehensive experience in leading projects from inception to completion. Skilled in coordinating cross-functional teams, optimizing processes for efficiency, and implementing innovative solutions to complex challenges. Proven ability to deliver projects on time and within budget while maintaining high standards of quality. Demonstrated success in enhancing operational workflows and significantly improving project outcomes through strategic planning and effective communication.
Overview
19
19
years of professional experience
Work History
Project Support Professional
01.2021 - Current
- Responsible for supporting sales associates of sold installation jobs/projects across multiple locations while working from a Central Location in order to facilitate end to end work flow management of the job/project
- Answer inbound calls from customers, service providers and stores to provide installation project support
- Manage outbound tasks and make outbound calls to customers, providers, stores and vendors in order to provide updates or gather project information
- Conduct initial contact with customer and service providers to provide centralized contact information and project expectations in order to verify project scope and ensure alignment
- Ensure projects are scheduled within the SLA by the service provider and provide confirmation to the customer
- In coordination with stores and customers, arrange product delivery to ensure work can begin on time
- Ensure all required compliance documents related to permits and Lead Safe Practices are uploaded in the appropriate system
- Manage and resolve Work Order issues (post project completion) including assessment of related costs and the potential of service provider and/or vendor charge backs
- Submit accurate and thorough documentation of all interactions related to the project in appropriate technology tools (i.e., Installation Management System, myRedVest and Salesforce)
- Practice active listening skills with customers, service providers, stores and vendors in order to deliver an excellent customer experience and promote team collaboration
- Deliver consistent service by referring to and executing defined processes and providing feedback that will enhance current processes
- Drive for results by consistently achieving goals and completing tasks/activities on time
- Build effective relationships with others by organizing information, sharing information with coworkers and leaders and seeking performance feedback
- Adapt to a fast-paced environment with evolving process enhancements
Office Manager, Insurance Agent
State Farm Insurance
01.2006 - 01.2021
- Company Overview: Identify Risk Management Strategies
- Handling Policy Renewals
- Track and Process Claims
- Partner with HR to update and maintain office policies as necessary
- Organize office operations and procedures
- Coordinate with IT department on all office equipment
- Ensure that all items are invoiced and paid on time
- Manage contract and price negotiations with office vendors, service providers and office lease
- Manage office G&A budget, ensure accurate and timely reporting
- Provide general support to visitors
- Assist in the onboarding process for new hires
- Address employees queries regarding office management issues
- Liaise with facility management vendors, including cleaning, catering and security services
- Identify Risk Management Strategies
Education
Associates - Business Management
Indiana Wesleyan University
01-2017
Skills
- Customer Service
- Conflict Resolution
- Creative Thinking
- MS Office
- Excel
- Word
- Teamwork
- Client Account Management
- Customer Satisfaction
- Assertiveness
- Follow Up
- Documentation
- Multi-tasking Base Management
- Technical Support
- Data Updating
- Billing
- Compliant Processing
- Sales and upselling techniques
- Fraud detection
- Privacy and confidentiality
- Verbal/written communication
- Strong organization skills
- Complaint resolution
- Scheduling
- Relationship building
- Training development aptitude
- Creative problem solving
- Call center operations
- Tracking complaints
- Research
- Call center procedures
- Conflict mediation
- Data entry
- Refunds processing
- Call management
- Product sales
- Call escalation
- Time management
- Email management
- Microsoft outlook
- Inbound and outbound calling
- Multi-line telephone operations
- Project management
References
Available Upon Request
Summaryofqualificationsandskills
Customer-focused manager with 20 plus years' experience who is acknowledged for talents in inspiring coworkers to excel and adapt to the demands of a challenging workload. Excellent communication and organizational skills along with strong worth ethics aimed at projecting a positive company image. Expert in delivering consistent customer service to ensure client satisfaction and service improvement., Track record of handling customer inquiries in accordance to established service policies and procedures, Able to depersonalize self from the customer while providing the highest level of high customer service, Well-versed in resolving conflicts by understanding problems clearly and seeking out possible solutions through employing the creative thinking process, Strong MS Office skills including Excel, Word and utilization review modules, Exceptional teamwork abilities, Communication, Self-control, Client account management, Customer-satisfaction, Assertiveness, Follow up, Documentation, Multi-tasking, Quick Response, Call Forwarding, Database Management, Troubleshooting, Data Entry, Technical Support, Data Updating, Billing and Disbursements, PC Proficient, Compliant Processing, Departmental Coordination
Timeline
Project Support Professional
01.2021 - Current
Office Manager, Insurance Agent
State Farm Insurance
01.2006 - 01.2021
Associates - Business Management
Indiana Wesleyan University