Heidi Collins
Jacksonville,Florida
Summary
Committed and achievement-oriented professional with over five years of demonstrated expertise in counseling and program management. In the role of Manager of the Convict to Corporate program at Unity Mountain Transportation LLC, spearheaded initiatives to reintegrate ex-convicts into society through strategic job placement and lease purchase opportunities. Boasting a robust background in business consulting, financial counseling, and advisory roles, positioned for success as a NACA Counselor. Recognized for adeptness in presenting concepts effectively in both one-on-one and group settings, bringing a unique skill set to advance NACA's mission of affordable homeownership and economic justice. Leveraging hands-on experience in managing member case files and providing comprehensive support, dedicated to guiding individuals toward successful integration into the workforce and broader society.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Citi Client Services Liaison
06.2022 - Current
- Achieved 98% customer satisfaction rate by promptly responding to inquiries and resolving issues within an average time frame of 24 hours.
Manage High Volume of Inquiries: - Successfully handled a monthly average of 500 inbound calls and emails, maintaining a professional and courteous demeanor, resulting in a 20% reduction in customer wait times.
- Cultivated enduring relationships with key clients, resulting in a 15% increase in client loyalty and repeat business.
- Collaborated with cross-functional teams to identify and implement process improvements, leading to a 30% increase in team efficiency and productivity.
- Utilized Salesforce and other tools to track and analyze customer interactions, identifying trends and areas for improvement, resulting in a 25% improvement in data accuracy.
- Consistently exceeded performance targets, achieving a quarterly average of 98% in customer satisfaction and quality assurance scores.
- Actively engaged in ongoing training and development programs, acquiring new skills and knowledge, contributing to a 15% improvement in team proficiency.
- Offered valuable support to team members, sharing best practices and providing constructive feedback, resulting in a 10% increase in overall team performance.
- Answered customer telephone calls promptly, reducing on-hold wait times by 30%, enhancing overall customer experience.
- Handled customer inquiries and suggestions courteously and professionally
Consulting Grant Writer
Hope Granted
01.2021 - Current
- Worked with finance and internal departments to gather information for grant proposals and reported on current grant project status.
- Prepared, submitted and managed grant proposals to foundation, governmental and other sources.
- Established and maintained personal contact and relationships with foundation representatives and with other organizations showing potential for grant funding.
- Displayed outstanding written and oral communication skills via dynamic and informative presentations to groups.
- Wrote, reviewed and edited proposals for grants, gifts and contracts.
- Secured $50k in grant money for iboxtowin training project.
Program Manager
Unity Mountain Transportaion LLC
03.2018 - Current
- Implemented business consulting and concierge strategies, contributing to 10% increase in participant engagement and overall program success.
- Effectively managed member case files, ensuring 95% completion rate for participants.
- Streamlined program logistics, resulting 25% reduction in administrative overhead and improved overall program efficiency.
- Developed and maintained logistics workflows, procedures and reports.
- Managed multiple strategic projects with numerous sub-projects or workstreams.
- Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
- Provided financial literacy support, leading 20% improvement in participants' budgeting skills and increased financial preparedness.
- Assisted 5 previous felons successfully complete convict to corporate program that assisted reintroduction into society.
Member Engagement Specialist
Institute of Internal Auditors
10.2016 - 05.2022
- Liaised between customers, business executives, and technical subject matter experts to drive consistent communications and quality service delivery
- Resolve 300+ weekly customer inquiries via phone and email
- Consistently exceeding target
- Pioneered development of improved system for following up with unsatisfied customers, reducing customer churn by 8%
- Directed discovery workshops at client site or remotely to validate requirements for engagement
- Delivered measurable positive results within timeline resulting in positive feedback from clients
- Identified opportunities to improve processes and customer experiences and participated with wider teams on continual improvement to decrease customer attrition
- Achieved 92% average customer satisfaction rating, surpassing team goal by 12%
- Identified potential markets for products or services with economic and commercial surveys
- Proposed more efficient call script to reduce average customer handling time, which was well received and implemented by management.
Education
Associate of Applied Science - Interior Design
Seminole State College of Florida
Orlando, FL05.2022
Skills
- Enhanced Customer Service Experience
- High Attention to Detail
- Financial Counseling
- Conflict Resolution
- Grant Writer
- Client Relationship Building
- Microsoft Office Suite
- Advocacy and Outreach
- Problem Solving
- Google Project Management Certificate ( In Progress)
- Client Management Systems
- Documentation and Compliance
- Cross functional Collaboration
- Inbound Calls
Accomplishments
- Managed a nonprofit foundations $250K portfolio for grant awards, supporting the nationwide development of internal audit programs for universities.
- Contributed to the development and expansion of the Inner City Kids Sponsorship and Mentorship Program, elevating it to a national level.
- Key member of a grant writing group instrumental in securing a $1.5 million grant for Winston-Salem State University, specifically for mental illness awareness programs.
- Led the design and establishment of a Community Development Center for a church, transforming it into a resource hub for the local community.
- Assisted in the successful reintegration of 5 ex-felons into society through the Convict to Corporate program with Unity Mountain, fostering positive transitions and community engagement.
Certification
- Licensed Real Estate Agent - 1 year
Nonprofit Consultant
I operate a dynamic nonprofit consulting platform aimed at supporting both new and veteran nonprofits in achieving prosperity through strategic program design and consulting. As a seasoned grant writer, my primary focus is to empower organizations with the tools and insights needed to successfully leverage grants, fostering sustainable growth and community impact.
Timeline
Customer Service Representative
Citi Client Services Liaison
06.2022 - Current
Consulting Grant Writer
Hope Granted
01.2021 - Current
Program Manager
Unity Mountain Transportaion LLC
03.2018 - Current
Member Engagement Specialist
Institute of Internal Auditors
10.2016 - 05.2022
Associate of Applied Science - Interior Design
Seminole State College of Florida
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