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
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