CARRIE J. WATSON
Balfour Beatty (DOD Military)
Newport News,VA
28
years of professional experience
Client Experience Specialist with expertise in account management and customer service. Communicates effectively, solves complex problems, and analyzes data to enhance client satisfaction. Delivers exceptional client experiences through a proactive approach and continuous improvement. Optimizes processes and implements innovative solutions to elevate client engagement and satisfaction.
Work History
Customer Experience Specialist
2 Years 4 Months- Streamlined military housing operations with meticulous record-keeping, ensured compliance & facilitated smooth transitions for service members & tenants
- Optimized occupancy rates by efficiently processing housing applications and coordinating property showings, minimized vacancies
- Facilitate clear communication of policy updates & community news, keeping residents informed & engaged in their living environment
- Streamline military housing operations through meticulous record-keeping, ensuring compliance & facilitating smooth transitions for service members & other tenants
- Implemented streamlined lease processes for military personnel, enhanced document preparation & simplified rent collection
- Analyze housing trends & resident feedback to propose data-driven improvements, enhancing overall satisfaction & operational efficiency
Team Leader
1 Year 11 Months- Supervised call queue performance and prioritized workload to maintain & exceed service standards.
- Coached agents on call handling, product knowledge, and customer issue resolution.
- Reviewed performance reports to identify trends and improve team productivity.
- Trained new hires on CRM systems, documentation, and call center workflows.
- Developed knowledge of products, processes and call center trends to provide recommendations for improved customer experience.
- Through scheduling, increased call handling efficiency and reduced wait times, resulting in record breaking KPI metrics during peak season.
- Collaborated with dispatch & operations teams to confirm customer appointments and job requirements.
- Resolved escalated customer concerns with timely, professional follow-up to preserve strong client relationships.
- Exhibited positive energy and professionalism when dealing with clients and staff.
Customer Service Supervisor
11 Months- Co-Developed CRM system with Chief Technical Officer, led customer service team, created customer service policies, & standards to optimize procedures, resulting in the enhancement of customer satisfaction & loyalty
- Resolved complex & escalated issues, maintained detailed records, generated KPI reports to inform strategic decisions
- Mentored & developed customer service agents, fostering a high-performance environment whilst coordinating on-site visits, ensuring seamless customer interactions, resulting in building rapport
- Mentored & developed customer service agents, coordinated on-site visits to ensure seamless customer interactions and strengthen rapport
- Analyzed customer service metrics to identify trends and areas for improvement, compiled reports to support data-informed decisions
- Cultivated a team-oriented approach, enhancing cross-functional cooperation by streamlining communication channels between service team & other departments
Client Success Coordinator
2 Years 1 Month- Fostered strong client relationships as primary point of contact, addressing inquiries & facilitating execution of complex estate services
- Cultivated a client-centric approach, adapting communication styles to individual preferences & consistently exceeding service expectations
- Streamlined client communication process, ensuring all correspondence addressed within 24 business hours, thus significantly enhancing customer satisfaction & retention rates
- Delivered comprehensive estate solutions by utilizing interdepartmental resources, exceeding client expectations & fostering long-term relationships
- Expertly managed diverse estate services, leveraging interdepartmental resources to provide comprehensive solutions & maintain high service quality standards
- Streamlined client document creation, ensuring timely responses & enhancing satisfaction while managing diverse estate services
Assistant Manager
4 Months- Organized field requests from various advertising sources, ensuring accurate scheduling across multiple calendars to minimize conflicts and enhance productivity.
- Coordinated with sales team to optimize lead conversion, managed diverse communication channels, ensuring seamless information flow & improved appointment rates
- Engaged with consumers to build interest in products and services, adapting communication style across phone, email, and fax to address diverse customer needs.
- Coordinated with sales team to optimize lead conversion, managing communication channels to ensure seamless information flow and increase appointment rates.
Medicaid Senior Advocate
2 Years 9 Months- Managed Medicaid & Medicare correspondence, ensuring compliance with regulatory & HIPAA standards to safeguard member information
- Mentored new hires, enhancing team cohesion and improving member service delivery through effective training
- Managed intricate Medicaid & Medicare correspondence, ensuring accuracy & compliance with regulatory & HIPAA standards
- Advocated for members by coordinating with healthcare providers, facilitating appointment scheduling & expediting pre-authorization processes
IT Support Coordinator
2 Years 5 Months- Provided exceptional customer service, enhancing customer retention and rapport by building strong relationships with cross-functional teams for seamless IT solutions integration
- Analyzed customer requirements to recommend program updates, enhancing database and software system efficiency
- Analyzed customer requirements to recommend program updates with the purpose of enhancing database & software system efficiency
- Tracked and documented customer feedback, identifying trends to inform product development and improve user experience
Care Specialist
4 Years 2 Months- Served as first point of contact, creating positive initial impressions & exceptional customer experiences
- Acted as company ambassador at conventions and in locally-aired commercials, enhancing brand visibility
- Streamlined service processes to enhance interactions & drive customer retention in fast-paced call center environment
- Mastered complex utility software systems, enabling accurate account management, updates, & enrollments
- Leveraged complex utility software systems to optimize account management, updates, & enrollments, resulting in improved operational efficiency
- Leveraged complex utility software systems to optimize account management, updates, & enrollments, improving operational efficiency
Accounts Payable/Receivable & Customer Service Associate
2 Years 6 Months- Managed invoice preparation, payment collection & monitoring, ensuring timely follow-ups & improved cash flow
- Managed invoice preparation, payment collection & monitoring, ensuring timely follow-ups to support improved cash flow
- Optimized vendor documentation processes, enhancing accuracy & efficiency, ensuring timely invoice preparation & monitoring
- Implemented rigorous quality control measures in financial documentation, significantly reducing errors & discrepancies
Front Office Manager
8 Years 10 Months- Managed front desk operations, overseeing staff recruitment and training to enhance guest satisfaction and uphold confidentiality standards
- Managed front desk operations, overseeing staff recruitment, & training, while ensuring guest satisfaction & maintaining strict confidentiality standards
- Implemented efficient staff scheduling & conflict resolution strategies, streamlining front office operations & enhancing guest experience
- Fostered team-oriented environment, mentoring staff in customer service and problem-solving to improve guest feedback
- Planned and scheduled guest files and events using Windows and AS400 systems.
- Utilized complex reservation systems, balancing cash tills and conducting daily audits to ensure financial accuracy and operational integrity
Education
Bachelor of Science - Neuroscience
- Psychology
Skills
CRM software
Data analysis
Data management
Service process enhancement
Trend monitoring
Communication and customer service
Customer service operations
Client advocacy
Organizational and planning skills
Analytical and resourceful
Critical thinking methods
Proven leadership skills
Teamwork and collaboration
Team leadership & management
Conflict resolution
Customer relations
ADDITIONAL INFORMATION
- Qualifications
- A proven track record of success & reputation leading by example through achieving & exceeding expectations
- Paramount level of integrity & work ethic
- Highly charismatic, creative, & concise
- Excellent organization, planning & managing skills
- Analytical, critical thinker, resourceful & successful self-starter
- Critical thinking & problem-solving methods & techniques
- Excellent oral & written communication & customer service skills & principles
- Positive & driven attitude, specializing in results, while harmoniously working with groups & independently
Personal Information
Title: CLIENT EXPERIENCE SPECIALIST
Timeline
Team Leader
Flex Moving & Storage
10.2024 - 09.2026Read More
Customer Experience Specialist
Balfour Beatty (DOD Military)
06.2024 - CurrentRead More
Customer Service Supervisor
Digital Harbor Foundation
12.2022 - 11.2023Read More
Client Success Coordinator
Anderson Business Advisors
09.2020 - 10.2022Read More
Assistant Manager
Lednor Corporation
12.2019 - 04.2020Read More
Medicaid Senior Advocate
UnitedHealth Group
02.2017 - 11.2019Read More
IT Support Coordinator
Cott Systems, Inc.
09.2014 - 02.2017Read More
Care Specialist
IGS Energy
07.2010 - 09.2014Read More
Accounts Payable/Receivable & Customer Service Associate
Facility Source
01.2008 - 07.2010Read More
Front Office Manager
Comfort Inn
03.1999 - 01.2008Read More
The Ohio State University
from Psychology
Read More
Columbus State College
Bachelor of Science from Neuroscience
Read More