Fredric D. Mack

• Customer Service: Point of contact for personal and commercial insureds, agents, brokers, underwriters, and insurance companies. Answered inbound calls, chats and emails to facilitate next-level customer service.
• Accounting Admin: Subject matter expert for accounts receivable payment sources, returned payments; collections, payment posting and account status reconciliation.
• Business Improvement: Identify opportunities for service and operational improvements, Analyze the issues in order to propose well thought out solutions.

• Effectively coached, advised and mentored customer care associates.

• Conducted regular feedback sessions with associates regarding performance and attendance.

• Ensured employee productivity is at or above established levels; identified and analyzed results outside the expected range and coached employees accordingly.

• Designed action plans unique to each employee regarding training and development needs.

• Maintained and ensured associate data files are accurate, including payroll, personnel and performance.

• Helped implement new policies and procedural changes and recommend new approaches to drive continuous quality improvement.

• Engaged customers directly as needed to resolve escalated service issues to encourage customer retention.

• Taught, monitored and audited established processes. Abided by all policies and procedures in all aspects of employment, (hiring and selection, promotion, training, termination, etc.); appropriately document employee interactions, specific coaching provided, and disciplinary actions.

• Ensured fair and consistent treatment of employees; actively supported the efforts and intent of Equal Employment Opportunity.

• Developed and managed a strong customer care team through the hiring of diverse and skilled talent, strong performance management and personnel development, and clear goal setting and results tracking.

• Sales/Advertising: Sold, up-sold and promoted various multimedia packages by handling high volume inbound advertising requests and calling on businesses to maximize client business solutions.
• Recruitment: Worked directly with local, regional and corporate companies to identify, prepare, and sell the best customized recruitment solutions- using print, internet, and television medias and through corporate partnerships with leading employment websites. Maximized and optimized recruitment efforts by selling and publishing job post packages based on company recruitment goals, budgets, and position types. Acquired feedback from HR representatives and researched advertising history in order to determine the success rate of job posts to build the most adequate sourcing strategies.
• Customer Service: Acquired and maintained business relationships, addressed customer concerns, provided and discussed rates, deadlines and ad types, calculated quotes for local businesses, national agencies, and private party individuals, sent/ retrieved voicemail, email, and affidavits constantly; proofed/edited ads for publication, laid-out and prepared display ads for pre-press department, compiled credit applications, contracts, ads and other important documents for reference, transferred calls to appropriate departments/representatives, etc..

•Extensive Data Entry: Entered client’s classified ads into Windows NT/Unix operated data system; scheduled and processed ads for publication; prepared insertion orders and entered account adjustments into salesforce software; processed payments of Transient/Ledger accounts; created and sent invoices/proof of purchase; addressed billing inquiries, made collection calls/followed up on delinquent accounts in order to (re)establish good account status for my clients.