Summary
Overview
Work History
Education
Skills
Additional Information
References
Timeline
Generic

Delia Ayer

North Franklin,CT

Summary

Motivated Client Service Representative with proven administrative, problem-solving and customer relations skills. Collaborative and driven with clear focus on putting clients first and supporting team needs. Well-organized, flexible, and computer-savvy. Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.

Overview

2
2
years of professional experience

Work History

Client Services Coordinator

HighTower Advisors
Norwich, CT
08.2022 - Current
  • Monitored client feedback and implemented improvements accordingly.
  • Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
  • Maintained client relationships and listened to needs and pain points to provide strategic internal feedback.
  • Scheduled and confirmed appointments based on customer availability.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Identified opportunities for process improvement within the department.
  • Answered emails, phone calls, and other correspondence from clients promptly.
  • Developed strategies for improving customer experience by utilizing new technologies or processes.
  • Ensured that all customer service standards were met at all times.
  • Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Delegated work to staff, setting priorities and goals.
  • Provided assistance to clients with inquiries, concerns, and requests for information.
  • Assisted in the resolution of escalated customer complaints quickly and efficiently.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Produced thorough, accurate and timely reports of project activities.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Collaborated with other departments within the organization to resolve client issues.
  • Followed up with customers through calls and emails to proactively resolve issues and maintain satisfaction.
  • Analyzed business performance data and forecasted business results for upper management.
  • Implemented new company platform initiatives, learning and mastering new technologies to improve client service.
  • Maintained a database of current clients' contact information.
  • Assigned work and monitored performance of project personnel.
  • Researched potential solutions to client issues or questions using available resources.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Executive Assistant

FC Development Corporation
Norwich, CT
08.2021 - Current
  • Revised and maintained master calendar to coordinate meetings across multiple time zones.
  • Monitored incoming emails and responded accordingly in a timely manner.
  • Coordinated with internal departments on a regular basis to ensure efficient functioning of day-to-day operations.
  • Created and maintained computer- and paper-based filing and organization systems for records, reports and documents.
  • Managed daily invoices, reports and proposals.
  • Developed effective filing systems for easy retrieval of information when needed.
  • Facilitated communications by forwarding emails, transferring calls and filing documents.
  • Updated and implemented administrative and executive support policy changes and monitored effects.
  • Prepared reports, presentations, agendas, minutes, and other documents as needed by the executive staff.
  • Screened phone calls for executives to instantly identify priority clients and filter out spam calls.
  • Maintained confidential records and files related to executive operations.
  • Opened, read and replied to e-mails, letters and correspondence on behalf of executives.
  • Conducted research on various topics as requested by executives or senior management personnel.
  • Tackled and addressed top-level, high-priority issues with professional administrative discretion.
  • Greeted visitors warmly upon arrival at the office premises.
  • Performed data entry tasks into various software programs including MS Excel spreadsheets.
  • Collaborated with internal teams to support long-term research, marketing and ad hoc projects.
  • Reviewed incoming reports, applications and memos to determine workplace priorities.
  • Facilitated board meeting agendas and distributed support materials in advance for successful sessions.
  • Ensured that all relevant paperwork was completed accurately prior to submission for approval.
  • Assisted in developing policies and procedures pertaining to office administration matters.
  • Delivered optimal administrative, customer service and case management support.
  • Checked postings and documents for correctness, accuracy and proper coding.
  • Entered deposits, credit card charges and sales entries to facilitate cash management.
  • Reviewed purchase documents and company receipts for reconciliation with statements.
  • Ensured accuracy in all accounting entries and records.
  • Analyzed financial transactions, assigning to specific accounts.
  • Certified and processed payroll, electronic deposits and pay adjustments while distributing checks.
  • Responded to inquiries from IRS, state and other tax authorities to minimize additional interest and penalty charges.
  • Calculated and produced checks for utilities, taxes and other operational payments.
  • Reduced financial discrepancies by accurately managing accounting documentation.
  • Posted journal entries to the general ledger system accurately and timely.
  • Accessed financial information to answer questions and gather details about specific accounts.
  • Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
  • Completed and submitted tax forms and returns, workers' comp forms and pension contribution documentation.
  • Recorded debit, credit and account transactions in computer spreadsheets and databases.
  • Received and recorded cash, checks and transfers.
  • Verified accuracy of vendor invoices against purchase orders prior to payment processing.
  • Resolved billing discrepancies with vendors or customers promptly.
  • Prepared bank deposits by verifying and balancing receipts and sending cash and checks to banks.
  • Prepared and processed payrolls.
  • Performed basic accounting, payroll and bookkeeping services to manage business operations.

Education

Bachelor of Science - Marketing/Management

Mercy College
Bronx, NY
12-1998

Skills

  • Application Assistance
  • Performance Tracking
  • Proficient in MS Office
  • Account Management
  • Customer Relations

Additional Information

  • Homeschooled my 5 children from K-various grades longest going until her sophomore year of High School from 2008 through 2021 when I began working again.

References

References available upon request.

Timeline

Client Services Coordinator

HighTower Advisors
08.2022 - Current

Executive Assistant

FC Development Corporation
08.2021 - Current

Bachelor of Science - Marketing/Management

Mercy College
Delia Ayer