Cyd Charissee Howard

Community Social and Help Center

A 501 c (3) program designed to provide wellness and quality of life programs and services to underserved cities in Birmingham, Al.

• Developed and initiated projects, managed costs, and monitored performance to meet organizational and project goals.
• Reduced operational risks while organizing data to forecast performance trends.
• Manage teams of 5-20
• Reported regularly to managers on project budget, progress and technical problems.
• Monitored project progress, identified risks and implemented corrective measures to acquire success.
• Sourced, vetted and managed vendors needed to accomplish project goals.
• Verified quality of deliverables and conformance to specifications before submitting to clients.
• Updated customers and senior leaders on progress and roadblocks.
• Recruited and oversaw personnel to achieve performance and quality targets.
• Partnered with project team members to identify and quickly address problems.
• Oversaw portfolio of projects to support teams, report progress, and influence positive outcomes for key stakeholders.
• Facilitated workshops to collect project requirements and user feedback.
• Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
• Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
• Coordinated cross-functional teams to determine timely delivery and compliance of project requirements.
• Analyzed project performance data to identify areas of improvement.
• Maintained schedules to meet key milestones at every project phase.
• Maintained open communication by presenting regular updates on project status to customers.
• Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
• Developed and maintained relationships with key stakeholders to meet objectives and boost rapport.
• Communicated project plans and progress to key stakeholders and project contributors.
• Mitigate business risks by working with team members and assessing performance.
• Observed each team members strengths and initiated a success action plan to improve areas of weakness.
• Interacted well with customers to build connections and nurture relationships.
• Cultivated and strengthened lasting client relationships using firm issue resolution and dynamic communication skills.
• Identified and qualified customer needs and negotiated and closed profitable projects with a high success rate.
• Train new employees on proper protocols and customer service standards.

Administrative Coordinator (2016- Current)

A 501 (c)(3) company

Executive Large Group Marketing and Sales (1000 plus contract members)

Dedicated Federal Employee Program Marketing Administrative Coordinator

• Project management, from initiation to completion, to ensure more efficient service and organization of office employees engaging heavy recommendations for problem resolution
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Willing to travel in and out of Alabama, including overnight, and relocate for offered opportunity, if necessary
• primary point of direct administrative contact and liaison with internal departments, individuals, external institutions, and agencies on arange of specified issues; organizes and facilitates meetings, conferences, and special events
• Composes and prepares written documentation and correspondence for office; screens and evaluates incoming and outgoing correspondence and prepares appropriate responses; assists in coordination, supervision, and completion of special projects as appropriate
• Coordinates and oversees day-to-day management of supplies, equipment, and facilities, as appropriate, including maintenance, inventory management, logistics, security, and related activities
• Enhances professional growth and development through participation in educational programs, current literature, in-service meetings, and workshops
• Create, enters, and/or updates data to maintain departmental records and databases, also monitor and coordinate accounting activities as appropriate, and prepare internal reports, heavy budget planning, FEP- group facing, problem-solving while building and maintaining business
• Updated account information to maintain customer records.
• Investigated and resolved accounting, service, and delivery concerns.
• Managed timely and effective replacement of damaged or missing products.
• Recommended, selected, helped locate, and obtain out-of-stock products based on customer requests.
• Tracked customer service cases and updated service software with customer information.
• Delivered prompt service to prioritize customer needs.
• Collaborated with other teams to identify areas of opportunity and implement changes to optimize sales operations and reporting.
• Responded proactively and positively to rapid change.
• Developed internal requirements and standards to minimize regulatory risks and liability across programs.
• Cross-trained and provided backup support for organizational leadership.
• Collected and maintained files of receipts to coordinate expense report submission.
• Created and maintained reports, documents, and presentations to assist with administrative support.
• Organized spaces, materials, and catering support for internal and client-focused meetings.
• Resolved issues through active listening and open-ended questioning, escalating significant problems to management.
• Maintained high-average performance evaluations.
• Managed supervisor itinerary and appointments and streamlined scheduling procedures.
• Cross-trained to support other teams to meet operational needs and team deadlines.
• Trained new personnel regarding company operations, policies, and services.

Enrollment Services Utility Clerk (2010-2016)

Small Group Account Maintenance (999 max. contract members)

• implemented project management techniques to overcome obstacles and increase team productivity.
• Managed supervisor's itinerary and appointments and streamlined scheduling procedures.
• Trained staff on operating procedures and company services
• Provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions.
• Sought ways to improve processes and services provided.
• Resolved associate, tool, and service delivery issues revealed by statistical reports.

Customer Relations Associate (2005-2010)

Dedicated Federal Employee Program and General Electric customer service groups call center

• Provided assistance and education to members and providers on health insurance benefits and claims processing via telephone- inbound and outbound call center environment
• Investigated and resolved customer inquiries and complaints quickly.
• Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Actively listened to customers, handled concerns quickly, and escalated significant issues to management.
• Provided primary customer support to internal and external customers.
• Analyzed customer service trends to discover opportunities and provide management feedback.
• Handled customer inquiries and suggestions courteously and professionally.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Followed up with customers about resolved issues to maintain high customer service standards.

• Relevant Coursework: Quantitative & Qualitative Analysis
• Relevant Coursework: Strategy Formation & Strategic Thinking