Summary
Overview
Work History
Education
Skills
Programs
Accomplishments
Timeline
Generic

ETISYAI S. POLLARD

Kissimmee,FL

Summary

Dedicated and resolution-oriented professional leveraging a diverse background spanning client relations, administration, hospitality, front-end coding, and billing management. The goal is to expand an exemplary skill set and communication expertise, combined with a passion for providing exceptional service to propel further. Driven by the desire to continuously enhance these capabilities and broadening professional, social, and business proficiency. Recognized for continuous commitment in various industries for delivering effective consumer experiences and proving to be an asset providing optimal business growth, organizational efficiency, and overall profitable success.

Overview

7
7
years of professional experience

Work History

Client Support Specialist

IntouchCX
Tampa, FL
12.2023 - Current
  • Assisting in creation and maintenance of internal resources such as FAQs, knowledge base articles, and training materials to improve overall team efficiency when addressing common client concerns.
  • Actively participating in weekly team meetings, contributing valuable insights from direct client feedback.
  • Utilizing multiple CRM software programs simultaneously to prepare client account.
  • Submit database statistics, graphs and charts to accurately track financial movements.
  • Streamlining service process by using front end coding, this development allows for safer case management with uptick in efficiency by 15%.
  • Providing constructive feedback to development teams regarding product enhancements based on real-time user experiences.
  • Training staff on operating procedures and company services, develop solutions, and collaborating to exceed productivity rates.

Client Relations Executive

UNUM
Chattanooga, TN
07.2022 - 06.2023
  • Maintaining positive, empathetic, and professional attitude.
  • Cultivate exceptional relationships and correspondence with clients through various communication channels.
  • Address policy and coverage-related inquiries promptly and accurately.
  • Utilizing 5+ CRM systems to access and relay client information seamlessly.
  • Demonstrated in-depth knowledge of coding processes to store and resolve customer inquiries effectively.
  • Assessing and enhancing client needs to develop strategies that adequately address current and future objectives.
  • Improving operational efficiency to achieve or surpass company goals and performance metrics.

Administrative Coordinator

Castle Group
Davenport, FL
07.2021 - 06.2022
  • Representing nation's largest home builders by displaying excellent service within hospitality industry.
  • Offering variety of knowledge in home ownership while overseeing status quo of luxury rental community.
  • Conducting weekly board meetings of over 50 staff members and coordinating high volume trainings with new colleagues increasing team morale by 20%.
  • Inputting data, coupons, annual budget, and managing payments/finances.
  • Review resident complaints, diffuse guest discrepancies and/or high strung interactions.
  • Utilize HOA CRM programs to keep track of records, customer personal intel, transactions, property management details, and complaints.
  • Increasing team productivity with effective delegation of tasks and prioritization of responsibilities.

Innovation & Marketing Expert

NIKE
Manhattan, NY
09.2018 - 12.2020
  • Analyzing data to increase brand awareness by developing and implementing strategic marketing and effective campaigns.
  • Boosting sales through effective market research and targeted advertising efforts.
  • Offering style, culture, and current/trending opportunities expertise.
  • Conducting briefings on consumer analytics to ensure exceptional productivity.
  • Performing various replenishment and recovery measures by maintaining visually appealing sales floors.
  • Collaborated with cross-functional teams to launch new products and services, driving 12% increase in revenue growth.
  • Create expedited shopping experience using limited consumer driven promotional events and membership programs.

Customer Service Representative

GAP
Manhattan, NY
08.2017 - 02.2018
  • Delivering personalized support by understanding individual client needs and preferences, leading to increased loyalty.
  • Elevating overall customer satisfaction ratings with focus on providing prompt assistance and empathetic support during interactions.
  • Initiating team meetings to gather client analytics, providing improvement to maintain high-quality service standards.
  • Performing various financial services, 100+ daily credit card enrollments & metric displays.
  • Promoting superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Spearheading all critical inter-departmental escalations to increase customer retention rates.
  • Maintaining promotional database and brand applications to generate new clientele and increase retention rates.

Education

Some College (No Degree) - Software Application & Development

Year Up
Tampa, United States
07.2025

Associate's Program - Communications + Journalism

College of Staten Island
Staten Island, United States
08.2016

Bachelor's Program - Communications And Journalism

Brooklyn College
Brooklyn, United States

Skills

  • Data Entry
  • Front End Coding
  • Phone Etiquette
  • Multitasking
  • Enthusiastic Work Ethic
  • Dependable
  • Innovative
  • Critical Thinker
  • Proficient Communicator
  • Client Relationship Building

Programs

  • Google Workspace
  • Microsoft House
  • Salesforce
  • Traditional POS
  • Cloud-based POS
  • SmartWebs
  • DwellingLive
  • Nabr
  • Jenark
  • NaviLink
  • CaseTracker
  • iServices
  • SmartForm
  • Mission (CRM)
  • Amazon Work Space
  • Merlin (CRM)

Accomplishments

Received Nike Ethos Award in November 2018 by

the Nike Headquarters for demonstrating credibility,

trustworthiness, and persuasive communication in

performance.


Recognized by Pulte Homes northeast district in

September 2021 for the implementation of paperless

property access, interdepartmental data storage, and

enhancing customer efficiency by 15% in EOQ.


Spokeswoman for Advil’s “Believe My Pain” Advil’s

first Pain Inequity Campaign in July 2023 leading a

roundtable discussion on pain bias to foster a more

equitable healthcare system.

Timeline

Client Support Specialist

IntouchCX
12.2023 - Current

Client Relations Executive

UNUM
07.2022 - 06.2023

Administrative Coordinator

Castle Group
07.2021 - 06.2022

Innovation & Marketing Expert

NIKE
09.2018 - 12.2020

Customer Service Representative

GAP
08.2017 - 02.2018

Some College (No Degree) - Software Application & Development

Year Up

Associate's Program - Communications + Journalism

College of Staten Island

Bachelor's Program - Communications And Journalism

Brooklyn College

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ETISYAI S. POLLARD