Erica Moore
Wahoo,NE
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
13
13
years of professional experience
Work History
Implementation Specialist
FACTS Management
02.2023 - Current
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
- Explained complex, technology-related issues in basic, understandable terms to clients.
- Suggested solutions to developing problems during project so that correct modifications could be made.
- Cultivated relationships with sales team to support and supply corrective actions.
- Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.
- Assessed project scope to confirm details and understand customer expectations in advance.
- Configured, installed and handled troubleshooting tasks for variety of different applications.
Client Services Manager
FACTS Management
08.2022 - 02.2023
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Scheduled and attended meetings with clients and prospective clients as requested.
Implementation Specialist
FACTS Management
11.2019 - 08.2022
- Worked with all schools, no matter enrollment size
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
- Explained complex, technology-related issues in basic, understandable terms to clients.
- Suggested solutions to developing problems during project so that correct modifications could be made.
- Cultivated relationships with sales team to support and supply corrective actions.
- Assessed project scope to confirm details and understand customer expectations in advance.
- Configured, installed and handled troubleshooting tasks for variety of different applications.
- Data entry customers/students into the system
- Used Microsoft Suite of products daily.
Account Manager III
FACTS Management
01.2018 - 11.2019
- Worked with our Top Enrollment schools to help service their accounts
- Utilized Microsoft Suite of Products
- Data Entry of Customer/Student information into system
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Educated clients on new products or services to increase customer engagement with brand.
- Facilitated client satisfaction and renewed customer relations to drive growth.
Account Manager II
FACTS Management
01.2017 - 01.2018
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Educated clients on new products or services to increase customer engagement with brand.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Developed and implemented strategies to increase client retention.
Account Manager
FACTS Management
10.2015 - 01.2017
- Training schools, building payment plans, Data Entry looking at Tax Documentation for Financial Aid Assistance, Using Microsoft Word, Excel, One
- Recommended brand products to customers to encourage repeat purchases and foster customer loyalty.
- Note, Powerpoint, Outlook, Salesforce to keep track of completed work
- Managed our Mid/High/Top Tier Enrollment schools
- Data Entry and verifying Tax Documentation, Used the Microsoft Office suite of products to complete daily work
- Recorded work into Salesforce, I - K-12 Products/Services
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
Assistant Account Manager II
FACTS Management
03.2014 - 10.2015
- Managed our client Chat account, email account and data entry
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
- Anticipated clients' needs by staying in touch on regular basis.
- Utilized Microsoft suite of products daily to complete tasks.
Assistant Account Manager
FACTS Management
10.2011 - 03.2014
- Answered Phone queue to help customers with questions with their accounts
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
- Helped updated information, IE. Address, Email, phone number in system
- Data entry reviewing documentation that is required when applicants submit a Grant & Aid application for financial assistance.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor
Advisor I
Nelnet
08.2010 - 10.2011
- Worked in Student Loan Servicing Center
- Improved processes by recommending operational changes.
- Empowered students through counseling and skill-building exercises.
- Answered calls from loan holders for education costs
- Data Entry into system
- Replied to Emails from customers.
- Managed over 60 customer calls per day.
- Advocated for students to access available resources.
Education
Bachelor of Arts - Theatre
Doane University
Crete, NE05.2010
Skills
- Collaborative Team Player
- Staff Mentoring
- Issue and Resolution Tracking
- Training Implementation
- Project Management
- Microsoft Windows and Office
- Telephone Etiquette
- Configuration and Management
- Customer Implementation
- Customer Support
- Critical Thinking
- Organizational Skills
Timeline
Implementation Specialist
FACTS Management
02.2023 - Current
Client Services Manager
FACTS Management
08.2022 - 02.2023
Implementation Specialist
FACTS Management
11.2019 - 08.2022
Account Manager III
FACTS Management
01.2018 - 11.2019
Account Manager II
FACTS Management
01.2017 - 01.2018
Account Manager
FACTS Management
10.2015 - 01.2017
Assistant Account Manager II
FACTS Management
03.2014 - 10.2015
Assistant Account Manager
FACTS Management
10.2011 - 03.2014
Advisor I
Nelnet
08.2010 - 10.2011
Bachelor of Arts - Theatre
Doane University
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