Essence Kirven
Temple,TX
Summary
Organized Team Leader with exceptional ability to build positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Dedicated trainer, experienced in directing activities of workgroups. Develops strategies, provides training, sets goals, and obtains team feedback. Excellent interpersonal and communication skills. Excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
9
9
years of professional experience
Work History
Account Manager/Client Success Specialist
Indeed
01.2022 - Current
- 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.
- Operated and maintained applicant tracking and candidate management systems.
- Developed recruiting strategies to identify qualified candidates and build network.
- Oversaw new business development and customer servicing.
- Liaised between account holders and various departments.
- Contributed to annual revenue goals by selling new services and developing new accounts.
- Listened attentively to client feedback and worked with product development team to introduce new services.
- Educated clients on new services and updated account information to maintain high standards of client service.
Customer Service Center Team Lead
Baylor Scott & White Health
06.2017 - 12.2021
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Utilizes telephony and software systems to accurately identify and greet callers, record request, document, and properly assign work request for all services supported by the CSC
- Cross-trained and provided back up for customer service managers.
- Initiated timely response to emails, voicemails and written correspondence.
- Implemented new working processes which delivered continued improvements.
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Led team members while providing exceptional customer service.
- Assisted with new hire processing and existing training programs.
- Operated and maintained applicant tracking and candidate management systems.
- Compiled and produced qualified candidates' information for hiring manager review and liaised between parties to coordinate formal, management interviews.
Bursar Office Assistant
University Of Mary Hardin-Baylor
02.2016 - 08.2017
- Informed and supported business leaders through consistent communication and administrative support duties.
- Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
- Kept physical files and digitized records organized for easy updating and retrieval by authorized team members.
- Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.
- Tracked and recorded expenses and reconciled accounts to maintain accurate, current and compliant financial records.
- Managed multiple projects simultaneously using organizational and analytical skills.
Administrative Assistant
Navarro College
08.2014 - 12.2016
- Performed general office duties, including answering multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Scheduled office meetings and client appointments for staff teams.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Welcomed office visitors warmly and alerted staff to arrivals of scheduled appointments.
- Sorted and distributed office mail and recorded incoming shipments for records.
Education
BBA - Human Resources Management
University Of Mary Hardin-Baylor
Belton, TX12.2023
Associate of Arts - Business Administration And Management
Navarro College
Corsicana, TX05.2016
Skills
- Staff Management
- Strong Communication
- Analytical skills
- Senior Leadership Support
- Conflict Resolution
- Data Evaluation
- Verbal and written communication
- Organization and Time management
- Performance improvement
- Staff education and training
- Strong Lead Development Skills
- Account Management
- Safety processes and procedures
- Daily Workflow Improvement
- Microsoft Office
- Quality Management
- Scheduling
- Strategic Planning
- Staff Training
Timeline
Account Manager/Client Success Specialist
Indeed
01.2022 - Current
Customer Service Center Team Lead
Baylor Scott & White Health
06.2017 - 12.2021
Bursar Office Assistant
University Of Mary Hardin-Baylor
02.2016 - 08.2017
Administrative Assistant
Navarro College
08.2014 - 12.2016
BBA - Human Resources Management
University Of Mary Hardin-Baylor
Associate of Arts - Business Administration And Management
Navarro College
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