CHRISTINE Anda
Fort Worth,TX
Summary
Driven by a passion for achieving results and fostering strong client partnerships, I am seeking an Account Manager position here at VSP to leverage my stablished knowledge, high regard reputation, and skills. I am committed to continuous learning and eager to contribute to VSP’s success while advancing my professional growth
Overview
22
22
years of professional experience
Work History
Sales Support Specialist
VSP Vision
07.2020 - Current
- Cultivate strong client relationships through proactive collaboration with internal teams, including account managers, client managers, market directors, and business development managers.
- Provide comprehensive service and account administration support for clients, partners, brokers, and consultants.
- Process quotes, shells, renewal letters, exhibits, power point presentations, client partnership review
- Prepare collateral and assist with open enrollment presentations for sales/operation team, and clients to support benefit fairs as needed.
- Partake in job shadows, trainings, and special projects.
- Coordinate with other departments to resolve client issues and maintain client satisfaction.
- Perform effectively in self-directed work environment, managing day-to-day operations, and decisions.
- Assist colleagues by responding to inquiries, offering coaching, and providing guidance on formatting, procedures, and intricate requests.
- Support key client managers and client managers with email backup.
- Collaborate and communicate effectively with internal and external business partners.
Client Operations Specialist
VSP Vision
08.2018 - 06.2020
- Supported business partners, clients, brokers, and consultants through proactive servicing and account administration.
- Researched, resolved, and accurately responded to various inquiries.
- Analyzed customer requirements, provided education on VSP's capabilities and provided recommendations for structure.
- Reviewed new and renewing group structure, eligibility, and rates to ensure accurate group billing and reporting requirements.
- Installed new group eligibility including personal data (e.g., name, address, SSN, etc.), rate to generate bills, allowable benefits to determine frequency, and type of available benefit.
- Assisted with group renewal process including preparing accurate information, obtaining approvals, inputting into system, and issuing group notifications and documents within established legal time frames.
- Served as the primary point of contact for incoming calls from business partners regarding questions, additional information, and changes.
Altair/Marchon Customer Support
VSP Vision
10.2017 - 07.2018
- Efficiently and effectively answered incoming calls and process orders; requires in-depth knowledge of products, services, policies, and procedures.
- Resolved customer complaints and troubleshoot issues to determine the best path for resolution.
- Maintained support service levels and customer service standards.
- Accurately documented, researched, and resolved customer's issues.
- Read, analyzed, and interpreted complex procedures and regulations while drafting general correspondence to facilitate administrative processes.
Bilingual Customer Service Supervisor
Verizon Wireless
04.2015 - 04.2017
- Analyzed impacting factors to daily operations and performance which allowed for quick recalibration in a dynamic technological industry and produced faster problem-solving strategies.
- Reviewed statistical trends and outliers through data audits of metrics to create tailored action plans that improved overall performance by focusing on behavioral changes.
- Trained, coached, and mentored staff to ensure smooth adoption of new programs, products, or policies.
- Provided and documented performance feedback through daily, weekly, and monthly one-on-one sessions.
- Created spreadsheets to compile, compute, organize, and present data and statistics for use in reports.
- Conducted monthly, quarterly, semi-annual, and annual performance appraisals for direct reports.
- Facilitated team and management meetings.
- Performed heavy data entry and Input data into variety of computer programs with pace and correctness.
- Adapted quickly to changes in priorities, assignments, and other interruption.
Customer Service Quality Analyst
Verizon Wireless
10.2014 - 05.2015
- Served as primary point of contact for 1 Sr. manager, 8 supervisors, and 96 representatives.
- Calibrated weekly sessions with management and staff.
- Developed outlier representatives by delivering coaching sessions and remote monitors.
- Assisted with commitment writing support to leadership.
- Worked independently on projects without close supervision or detailed instructions.
- Established work plans and timelines for completion of work tasks, assignments, and projects.
- Assisted with floor support and team engagement to help drive company goals.
- Organized and compiled data and information into reports to ensure accurate and clear documentation.
- Reviewed and disputed survey calls.
New Hire Experience Lead Coach
Verizon Wireless
04.2014 - 10.2014
- Team Lead for 30 new hire representatives.
- Supported management and trainers with new representatives for six weeks to assist with questions, policies, and company procedures.
- Mentored a team of 16 representatives to ensure smooth adoption of policies and changes.
- Developed and edited instructional materials to clarify procedures such as work standards, project parameters, office procedures, and computer operations.
- Partnered with management to create commitments and company goals.
- Created spreadsheets to compile, compute, organize, and presented data and statistics for use in reports.
- Pulled daily data to monitor service levels, call handle time, and productivity.
Customer Relations Lead Representative
Verizon Wireless
10.2010 - 03.2014
- Served as primary point of contact.
- Led team meetings, trainings, and workshops.
- Provided a high level of product and leadership support to representatives and customers.
- Responded to diverse customer inquiries which included accurately documenting, conducting research, and providing creative resolutions for complex issues.
- Created training manuals targeted to resolving even the most difficult customer issues.
- Provided detailed monthly departmental reports and updates to senior management.
- Processed payments, payment arrangements, and researched billing issues and misapplied payments.
- Interviewed customers to gather necessary information regarding disputes or possible fraud.
- Performed heavy data entry and Input data into a variety of computer programs with pace and correctness.
- Effectively managed a high-volume (50+) of inbound customer calls.
Retail/Inbound Sales Representative
Verizon Wireless
09.2006 - 09.2010
- Assisted existing and new customers with service queries.
- Processed cash and credit payments rapidly and accurately.
- Trained and served as a peer coach for new sales associates.
- Consistently met and/or exceeded monthly quota and company goals.
Customer Service Quality Analyst
Fulfillment Plus Global
06.2003 - 07.2006
- Calibrated weekly sessions with Management and Staff.
- Developed outlier representatives by delivering coaching sessions and remote monitors.
- Identified individual development needs with appropriate training.
- Organized and compiled data and information into reports to ensure accurate and clear documentation.
- Worked independently on projects without close supervision or detailed instructions.
- Determined and recommended methods to address improvement opportunities.
- Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth.
Education
Business Communication in Progress -
Sacramento City College
Sacramento, CASkills
- Microsoft Outlook, Word, and Excel
- Bilingual (Spanish)
- Strong Problem-Solving Aptitude
- Time Management Skills
- Analytical Researching
- Relationship Building
- Strong Communication
- Center Management Experience
- Team Player
- Customer Service
Accomplishments
- 2016 Ranked #1 out of 73 Bilingual teams for the months of August and September
- 2015 Customer Service Future Leader Development Program
- 2014 Selected by West Area and Regional Executive staff to attend a Women's Leadership Conference
- 2013 Selected by West Area and Regional Executive staff for Employee Opinion Survey project
- 2012 Rock Star NCNH Finalist 2011-2012 Two-time COY Award Winner
- 2011 Employee of the Month numerous times
Timeline
Sales Support Specialist
VSP Vision
07.2020 - Current
Client Operations Specialist
VSP Vision
08.2018 - 06.2020
Altair/Marchon Customer Support
VSP Vision
10.2017 - 07.2018
Bilingual Customer Service Supervisor
Verizon Wireless
04.2015 - 04.2017
Customer Service Quality Analyst
Verizon Wireless
10.2014 - 05.2015
New Hire Experience Lead Coach
Verizon Wireless
04.2014 - 10.2014
Customer Relations Lead Representative
Verizon Wireless
10.2010 - 03.2014
Retail/Inbound Sales Representative
Verizon Wireless
09.2006 - 09.2010
Customer Service Quality Analyst
Fulfillment Plus Global
06.2003 - 07.2006
Business Communication in Progress -
Sacramento City College
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