Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
References
Timeline
Generic

Carol Pence

Phoenix,AZ

Summary

A Production Administrative Assistant as well as a Retention Specialist offering versatile office and customer service management skills. Proficient in Multiple CRM's and SOP's, as well as Microsoft Office programs, Zendesk, Salesforce, Google Workspace, and more. A detail oriented, problem solver, and strong planner who readily adapts to change. Works independently and exceeds expectations. Able to juggle multiple priorities and meet tight deadlines without compromising quality.

Overview

8
8
years of professional experience

Work History

Customer Retention Specialist

Quince
10.2023 - Current
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly.
  • Reduced churn rate by developing personalized retention strategies for high-risk clients.
  • Implemented targeted outreach campaigns to re-engage inactive customers and boost repeat business.
  • Collaborated with cross-functional teams to improve product offerings based on customer feedback.
  • Analyzed client usage patterns to identify potential churn risks and implement proactive measures.
  • Contributed to company growth by upselling additional products and services during support interactions.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Streamlined project processes by implementing Agile methodologies, resulting in increased efficiency and reduced costs.
  • Developed successful business strategies for new ventures, leading to increased revenue and market share.
  • Increased start-up efficiency by streamlining processes and implementing organizational systems.
  • Assisted in implementing a new CRM system that increased overall efficiency in managing customer relationships.

FARM ADMINISTRATIVE ASSISTANT

Martori Farms Eagle Produce LLC
06.2023 - Current
  • Provides Administrative Support to executive teams
  • Organize and maintain filing systems for physical and electronic documents
  • Developed SOPs for all supply chain-related processes including material sourcing, order processing and logistics management
  • Developed and implemented systems to optimize inventory management, ensuring accurate stock levels of produce
  • Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel
  • Ensured efficient operation of office equipment such as printers, copiers and fax machines
  • Input customer and vendor data into computer database accurately and quickly
  • Created spreadsheets to track customer vendor orders and shipping information
  • Prepared daily cash flow statements for management review
  • Conducted weekly inventories to track shrinkage losses due to expiration dates or mishandling by staff
  • Built relationships with vendors through frequent communication regarding orders and shipments.
  • Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
  • Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Contributed to cost reduction efforts by identifying opportunities for process improvements and negotiating vendor contracts.
  • Enhanced data accuracy by meticulously reviewing and correcting errors in spreadsheets and databases.
  • Streamlined workflow with automation techniques, reducing manual input time and minimizing potential for human error.
  • Expedited data entry tasks through the use of keyboard shortcuts and customized software tools.
  • Assisted in implementing a new CRM system that increased overall efficiency in managing customer relationships.

SENIOR COORDINATOR

Ro
06.2021 - 06.2023

  • Serve as a subject matter expert for any and all questions
  • Create SOP for projects and onboarding employees to the care team
  • Oversee daily operations by closely monitoring various metrics and making necessary adjustments in order to ensure service level agreements are being met
  • Respond to all escalations
  • Completed quality assurance reviews on a weekly basis and provide effective feedback to coordinators based on their customer interactions.
  • Streamlined project management processes by implementing new organizational tools and techniques.
  • Enhanced team productivity by conducting regular performance reviews and providing constructive feedback.
  • Data entry for supply chain in returned medications
  • Data entry for immediate trends with no cause
  • Evaluate current processes and procedures and then propose methods to improve operations, efficiency, and overall service
  • Work closely with our nurse and Medical operations team to ensure patient safety and requests are made accordingly
  • Assists and responds to members Telehealth inquiries via phone, email, and SMS
  • Assists in developing members product education, onboarding and general troubleshooting Assists in operations such as scheduling appointments for our members and reaching out to providers when needed
  • Also providing feedback on improving certain operational procedures
  • Manages personal projects Assists with Womens reproductive health questions that revolve around hormone tests
  • Assist with Modern Fertility lab and customer care questions provide research based answers for people with ovaries health questions.

DEPOSIT SERVICING REPRESENTATIVE

USAA Federal Savings Bank
12.2019 - 06.2021
  • Customer Facing Representative Handle multiple banking, credit, and loan accounts
  • Handled large volumes of cash with precision while maintaining a secure environment
  • Provided exceptional customer service by responding promptly to all customers' requests or complaints
  • Assisted customers with opening new accounts, transferring funds between accounts, closing existing accounts and making loan payments
  • Monitored branch security procedures on a regular basis to maintain safety standards at all times
  • Maintained accurate records of customer interactions for audit purposes
  • Processed wire transfers for both domestic and international accounts according to established guidelines
  • Trained new staff members on proper deposit services processes
  • Assisted in developing effective strategies for improving operational efficiency within the department
  • Promoted additional banking products such as savings plans, credit cards, to increase profitability
  • Resolved problems or discrepancies concerning customers' accounts
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs
  • Surpassed sales goals through implementation of successful marketing strategies.

ADMINSTRATIVE ASSISTANT & LEAD TEACHER

Scottsdale Learning Center
11.2019 - 05.2020
  • Provided instructional guidance and mentorship to teachers in the development of lesson plans, instructional materials, and assessments
  • Developed and implemented strategies to improve student learning outcomes
  • Collaborated with other school staff to ensure that all students have access to a safe and supportive learning environment
  • Utilized data-driven decision making processes to assess student progress, inform instruction, and monitor teaching effectiveness
  • Assisted in resolving conflicts between students, families, and staff members.

Lead Teacher and Assistant Administrator

Light N Life Preschool
02.2019 - 11.2019
  • Developed and implemented differentiated instruction strategies to accommodate diverse learning styles, resulting in increased student engagement and success.
  • Collaborated with colleagues to design interdisciplinary units of study, fostering a deeper understanding of content across subject areas.
  • Designed and executed project-based learning experiences, promoting teamwork, problem-solving skills, and real-world connections for students.
  • Used data-driven decision-making processes to analyze student performance trends and adjust instructional practices accordingly, leading to improved outcomes.
  • Improved team collaboration by managing schedules and coordinating meetings for staff members.
  • Maintained a professional office environment, ensuring cleanliness and proper organization of supplies.
  • Enhanced parent satisfaction by addressing concerns promptly and implementing effective solutions.
  • Improved staff retention rates through regular professional development sessions and performance evaluations.
  • Increased enrollment numbers by developing engaging marketing materials and attending local events to promote the childcare center.
  • Maintained a safe and nurturing environment for children with strict adherence to state licensing regulations and center policies.
  • Evaluated program effectiveness using quantitative data, adjusting strategies as needed to optimize outcomes for children and families.
  • Launched successful fundraising campaigns, securing additional resources for program enhancements and facility improvements.
  • Established clear expectations for staff performance, fostering a culture of accountability that benefited both employees and families served by the center.

Lead Teacher, Three-Year-Olds Classroom

Primrose Schools
10.2018 - 02.2019
  • Enhanced learning experience by incorporating hands-on activities and group projects in daily lessons.
  • Developed strong relationships with students and parents, fostering a supportive classroom environment.
  • Implemented effective classroom management strategies, maintaining a well-disciplined and focused learning atmosphere.
  • Collaborated with colleagues to develop interdisciplinary curriculum units that connected various subject areas.
  • Utilized differentiated instruction techniques to accommodate diverse student needs and learning styles.
  • Assessed student progress regularly through formative and summative assessments, providing targeted feedback for improvement.
  • Mentored new teachers, sharing best practices and offering guidance on effective teaching strategies.
  • Designed engaging lesson plans tailored to the unique interests of three-year-olds, promoting curiosity and enthusiasm for learning.
  • Promoted early literacy skills by integrating phonics-based activities into daily routines.
  • Encouraged independent problem-solving skills through inquiry-based learning opportunities.
  • Organized successful parent-teacher conferences to discuss individual student progress and set goals for future growth.

Lead Teacher

Kids N Us
07.2017 - 10.2018
  • Developed and implemented differentiated instruction strategies to accommodate diverse learning styles, resulting in increased student engagement and success.
  • Collaborated with colleagues to design interdisciplinary units of study, fostering a deeper understanding of content across subject areas.
  • Designed and executed project-based learning experiences, promoting teamwork, problem-solving skills, and real-world connections for students.
  • Used data-driven decision-making processes to analyze student performance trends and adjust instructional practices accordingly, leading to improved outcomes.
  • Mentored new teachers on best practices for classroom management and instructional techniques, contributing to their professional growth and effectiveness in the classroom.
  • Established positive relationships with parents through regular communication regarding student progress, collaborating on strategies for academic success at home and school.
  • Assisted in coordinating school-wide events such as science fairs and literacy nights, enhancing community involvement and support for education initiatives.

LEAD TEACHER

Light And Life Preschool
07.2016 - 07.2017
  • Maintained an open line of communication with administrators regarding curriculum implementation and program initiatives
  • Created detailed reports summarizing student performance data on standardized tests
  • Ensured compliance with state standards by incorporating them into lesson plans
  • Mentored new teachers as they transition into their roles within the school system
  • Participated in parent-teacher conferences to discuss individual student progress
  • Performed revisions of curriculum to improve learning outcomes and student performance
  • Presented resources and opportunities to teaching staff for further professional development and curriculum training courses

Education

High School Diploma -

Greenway High School
Phoenix, AZ
05.2017

Bachelor of Science - Psychology

Grand Canyon High School
Grand Canyon, AZ

Skills

  • Administrative Work
  • Management Skills
  • Expense & Invoice Reporting
  • Data Entry & Data Management
  • Time Management
  • Microsoft Office
  • Google Workspace
  • SOP creations
  • Accounting
  • Project Management
  • Retention Strategies Knowledge
  • Telephone Etiquette
  • Critical Thinking
  • Process Improvement
  • Data Analysis
  • CRM Software
  • Customer Service
  • Finance
  • Outstanding Interpersonal Skills
  • Customer Service Experience

Accomplishments

    Promoted to Senior Coordinator with Ro within 6 months of employment.

References

  • Jessica Bringedahl, (916) 203 4198, Learning Center Director
  • Jordon Goodwin, (623) 824-3744, USAA Manager
  • Clancy Guenther, (928) 232-0473, Current Supervisor
  • Jadea Foster, (708) 334-3964, Manager at Ro

Timeline

Customer Retention Specialist

Quince
10.2023 - Current

FARM ADMINISTRATIVE ASSISTANT

Martori Farms Eagle Produce LLC
06.2023 - Current

SENIOR COORDINATOR

Ro
06.2021 - 06.2023

DEPOSIT SERVICING REPRESENTATIVE

USAA Federal Savings Bank
12.2019 - 06.2021

ADMINSTRATIVE ASSISTANT & LEAD TEACHER

Scottsdale Learning Center
11.2019 - 05.2020

Lead Teacher and Assistant Administrator

Light N Life Preschool
02.2019 - 11.2019

Lead Teacher, Three-Year-Olds Classroom

Primrose Schools
10.2018 - 02.2019

Lead Teacher

Kids N Us
07.2017 - 10.2018

LEAD TEACHER

Light And Life Preschool
07.2016 - 07.2017

High School Diploma -

Greenway High School

Bachelor of Science - Psychology

Grand Canyon High School

Similar Profiles

CREATE PROFILE
Carol Pence