Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking opportunities to expand skills while facilitating company growth.
Overview
10
10
years of professional experience
Work History
Customer Success Manager
HighLevel Inc.
11.2022 - Current
Assist customers with onboarding and product setup to foster successful adoption and usage.
Create customer support strategies to increase customer retention.
Monitor customer progress and address customer inquiries with timely and accurate updates.
Conducted periodic user training sessions to support customer understanding and product feature utilization.
Play an instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
Plan Support Specialist
Imagine 360
04.2022 - 08.2022
Handled outbound calls to doctors offices, finding options for members to set up appointments.
Called insurance companies to verify doctors participation within specified insurance networks.
Kept prior searches within database to assist with other searches in similar areas.
Account Manager II
Paylocity
08.2021 - 04.2022
Provided guidance on payroll, HR best practices, along with federal and state rules, and regulations.
Balanced client emails and phone calls to relay prompt and accurate service.
Assisted with team casework whenever able to lighten the load across the board.
Aided with navigation of multi-state payroll and tax issues.
Acted as main point of contact in matters relating to client concerns and needs.
Customer Service Representative
Willis Towers Watson
09.2020 - 07.2021
Provided Quality Service to Clients in an Efficient Manner.
Handled Employee Solutions for Health Benefit Related Inquiries.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Junior Analyst
MyLeanRx
02.2020 - 08.2020
Provided industry research and competitive landscape information on demand.
Analyzed raw data, drawing conclusions & developing recommendations.
Wrote SQL scripts to manipulate data loads and extracts.
Analyzed and mined business data to identify patterns and correlations among various data points.
Manipulating and processing data using Excel, Access, and SQL.
Logistics Technology Supervisor
United Parcel Service, UPS
12.2013 - 01.2020
Developed reports operational assessment and continuous improvement including trends, exceptions, etc.
Daily use of proprietary data visualization software for logistics planning and minimizing cost of operations
Identified discrepancies in local data systems which miscalculated cost elements by 2%.
Supervised the dispatch plans and performance of 250 drivers, covering 1800+ square miles in four counties.
Executed annual action plans to reduce operational cost, improve data integrity, and optimize routes.
Strategically managed cost to increase local operation margin by 11% annually.
Consistent top-tier performance of company's vital statistics and production measurements.
Education
Associate of Arts - General Studies
Saint Petersburg College
Saint Petersburg, FL
High School Diploma -
Boca Ciega High School
Gulfport, FL
Skills
10 years working with Microsoft Office
Expert Excel Certification
Proficient in Paylocity, Salesforce, and HighLevel CRM software
Efficient and effective interpersonal and communication skills
Ability to maintain high quality work in a high stress environment
Client Service Optimization
Abilities
Management & Leadership
While at UPS, I have led and directed others, as well as trained & coached employees while managing conflict. Developed the ability to make and implement new plans while working with a diverse team. Constantly working with my team to come up with ways to improve employee engagement and performance.
Safety & Compliance
Trained in handling hazardous materials and auditing procedures, responding to spills. Observed employees while working to ensure safety compliance. Conducts regular demonstrations to raise safety awareness of employees and identify at risk behaviors.
Critical Thinking & Problem Solving
Measures, results, and adjusts to changing conditions to meet operational and financial goals. Resolves network data issues that impact customer experience. Identify areas of improvement based off feedback from service providers and customers.
Trained to explain information regarding client specific health benefits, while assisting employees to make best decision.
Effectively working with clients to resolve all manner of payroll issues within a timely manner.