Summary
Overview
Work History
Education
Skills
Timeline
Generic

Faith Walton

Everett

Summary

Client Service Manager with extensive experience at theUSDA Forest Service, specialising in process improvement and team leadership. Achieved enhanced client satisfaction through strategic initiatives and data-driven analysis. Expertise in conflict resolution and dedication to quality service resulted in significant improvements in client engagement.

Overview

9
9
years of professional experience

Work History

Client Service Manager

USDA Forest Service
Remote
10.2023 - Current
  • Developed and implemented processes for improving client service delivery standards.
  • Developed comprehensive business plans that outlined strategies for meeting client needs while achieving organizational goals.
  • Analyzed customer feedback surveys and implemented changes accordingly.
  • Collaborated with cross-functional teams on projects related to client service initiatives.
  • Managed the recruitment process for new hires in the Client Service department.
  • Ensured compliance with applicable laws, regulations, policies and procedures related to customer service operations.
  • Established effective communication channels between clients and other departments within the organization.
  • Facilitated training sessions for new staff members on the company's policies and procedures related to client service management.
  • Maintained accurate records of customer interactions, and tracked and maintained designated conference room schedules for availability and efficient use of resources.
  • Coordinates and processes domestic and international business travel arrangements, monitors designated business travelers' logistics, provides immediate support, and aids in resolution when plans are interrupted, generates expense reports, and assists in reconciling corporate credit card charges to ensure timely and accurate reimbursement, and verifies payments to corporate credit cards.

Office Manager

Harley Exteriors
Bothell
08.2021 - 09.2023
  • Led cross-functional teams to deliver projects ahead of schedule, demonstrated strong problem-solving abilities, and enhanced team productivity.
  • Maintained meticulous attention to detail while managing multiple priorities, ensured quality deliverables, and met tight deadlines.
  • Streamlined office operations and call center workflows by implementing efficient communication protocols and resource management systems.
  • Developed and executed comprehensive training programs for call center staff, enhancing service quality and team performance.
  • Coordinated with multiple departments to resolve complex customer inquiries and maintain high satisfaction rates across service channels.
  • Implemented a new staff scheduling system, reducing resource gaps, and improving call center coverage during peak hours.
  • Fostered interdepartmental collaboration to resolve complex customer issues, establishing streamlined communication protocols.
  • Redesigned onboarding procedures for new call center staff, incorporating interactive training modules, and performance tracking.
  • Coordinate procurement to enhance service delivery and optimize resource use.
  • Implement cost-saving strategies, and improve operational efficiency.
  • Maintain precise procurement records and foster effective vendor relationships.
  • Analyze market trends to identify strategic sourcing opportunities.
  • Lead initiatives to modernize inventory systems, boosting resource allocation.
  • Build and maintain strong partnerships with stakeholders while orchestrating efficient service delivery and resource optimization.
  • Design and execute market analysis frameworks to identify emerging opportunities, and optimize sourcing strategies.
  • Created spreadsheets in Excel to track data such as vacation requests, sick days .
  • Assisted with the preparation of budgets, forecasts and financial statements.
  • Assisted in recruiting, onboarding and training new employees.
  • Assisted in developing budgets for departmental expenses.
  • Developed effective communication strategies between departments within the organization.
  • Monitored inventory levels and placed orders when needed.
  • Prepared agendas for board meetings, along with taking minutes during sessions.
  • Maintained confidential records relating to personnel matters.
  • Performed general bookkeeping duties such as reconciling bank statements and creating journal entries.
  • Managed front desk operations, including greeting visitors, answering questions, or directing them to appropriate personnel.
  • Supervised staff members, organized schedules and delegated tasks.
  • Ordered supplies and equipment to maintain adequate inventory levels.
  • Answered phone calls, responded to emails, routed mail and coordinated courier services.
  • Coordinated meetings, conferences, travel arrangements and department activities.
  • Tracked invoices and payments to ensure the accuracy of accounts receivable and payable information.
  • Maintained afiling system for records, correspondence and other documents.
  • Developed and implemented office policies and procedures.

Client service Manager/Front Office

Dental Clinic
Everett
02.2018 - 08.2020
  • Enhanced client satisfaction by refining service protocols, boosting treatment outcomes.
  • Directed cross-functional teams to ensure seamless departmental communication.
  • Streamlined client intake, reducing wait times while upholding care standards.
  • Transformed front desk operations with digital scheduling, cutting administrative delays.
  • Facilitated interdepartmental collaboration, enhancing case management efficiency.
  • Developed and executed patient flow optimization strategies, integrating digital scheduling systems to minimize wait times and enhance service efficiency
  • Orchestrated front desk operations modernization through digital solutions, streamlining administrative processes and improving patient experience
  • Implemented new service quality monitoring systems, analyzing patient feedback to identify and address service gaps and enhance satisfaction levels
  • Built strong partnerships with stakeholders, fostering open communication channels and developing innovative solutions to complex business challenges
  • Analysed market trends and customer feedback to identify growth opportunities, resulting in successful implementation of strategic initiatives
  • Mentored team members in professional development, promoting knowledge sharing and establishing best practices for improved performance

Receptionist

US Naval Station
Guantánamo Bay
10.2016 - 11.2017
  • Managed front desk operations at US Naval Station, coordinating high-security visitor access and handling sensitive communications for military personnel
  • Processed and verified credentials for 200+ daily visitors while maintaining strict military security protocols and base access procedures
  • Facilitated seamless communication between departments, resolving inquiries and directing urgent matters to appropriate command channels
  • Streamlined visitor check-in process through digital system implementation, reducing wait times and enhancing base security measures
  • Coordinated with security teams to ensure compliance with military protocols while maintaining professional front desk operations
  • Implemented digital security screening system for 200+ daily visitors, optimizing access control while maintaining strict military protocols

Education

Bachelors Degree - Business Management

University of Maryland Global Campus
DC
10.2023

Associate - Business Management

University of Maryland Global Campus
12.2020

Skills

  • Time management and optimization
  • Team leadership
  • Conflict resolution and management
  • Customer retention and engagement
  • Project coordination
  • Data analysis
  • Problem solving
  • Quality assurance
  • Process improvement
  • Empathy and adaptability

Timeline

Client Service Manager

USDA Forest Service
10.2023 - Current

Office Manager

Harley Exteriors
08.2021 - 09.2023

Client service Manager/Front Office

Dental Clinic
02.2018 - 08.2020

Receptionist

US Naval Station
10.2016 - 11.2017

Bachelors Degree - Business Management

University of Maryland Global Campus

Associate - Business Management

University of Maryland Global Campus

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