Ivonne Correa
Newark
Summary
Dedicated and results-oriented professional with extensive experience as a Client Manager and Employee Relations Specialist. Proven track record of building and maintaining strong client relationships while effectively managing employee relations within diverse organizational settings. Adept at fostering a positive work environment, resolving conflicts, and implementing strategies to enhance employee engagement and retention. Seeking to leverage expertise in client management and employee relations to drive organizational success and contribute to a collaborative team environment.
Overview
22
22
years of professional experience
Work History
Client Development Manager
Adecco
02.2021 - Current
- Monitor continuously talent attraction process to optimize customers and candidate experience.
- Implemented CRM systems to improve efficiency of tracking leads, managing contacts and generating reports.
- Monitored competitor activity and provided feedback regarding changes in the marketplace that could affect the company's ability to acquire or retain customers.
- Generated detailed reports on project performance for senior management.
- Identified areas of improvement in the client delivery process and developed strategies to optimize efficiency.
- Maintained a comprehensive knowledge base of customer information including contract details and margin analysis.
- Act as single point of contact and trusted advisor for assigned customers and build effective working relationships with key customer stakeholders.
- Analyzed customer feedback data to identify trends in user satisfaction levels.
- Compiled monthly reports summarizing sales volumes, success metrics and other key performance indicators.
- Managed multiple accounts simultaneously by providing superior customer service.
- Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
- Monitored KPIs such as response time, resolution rate, service level agreement compliance. to evaluate performance levels against targets.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Facilitated execution roadmaps to promote continuous improvement, knowledge sharing, teamwork, collaboration and positive employee experiences.
- Coached, developed and motivated team to achieve revenue goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Conducted investigations into employee complaints and conflicts, ensuring fair and consistent resolution.
- Developed and implemented employee relations initiatives to foster a positive work environment and enhance employee engagement.
- Reduced employee turnover by 18% through the implementation of proactive employee relations strategies.
- Provided guidance and support to managers and employees on procedures and best practices.
- Collaborated with cross functional teams to address complex employee issues and minimize organizational risk.
- Served as a liaison between employees and management, fostering open lines of communication for addressing concerns promptly.
- Designed effective onboarding programs for new hires, expediting their integration into the company culture while minimizing time-to-productivity ratios.
- Developed and maintained strong relationships with key stakeholders, including union representatives, to foster a collaborative approach to resolving employee issues.
Customer Service Manager/Account Manager
Cooperative Laundry
08.2018 - 04.2020
- Proposed or approved modifications to project plans.
- Analyzed business performance data and forecasted business results for upper management.
- Developed policies and procedures related to customer service operations.
- Audited customer account information to identify issues and develop solutions.
- Developed and implemented strategies for providing excellent customer service experience.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Utilized bilingual proficiency to communicate with a diverse range of customers and clients thereby enhancing customer satisfaction.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Delivered training programs on conflict resolution and effective communication, resulting in improved employee relations across the organization.
- Recruited and trained new employees to meet job requirements.
- Assisted with the development of performance improvement plans for underperforming employees, ultimately leading to higher levels of job satisfaction and retention rates.
- Implemented team feedback to recommend corrective action to senior leadership.
- Promoted harmonious working climate to boost morale and productivity.
- Served as a liaison between employees and management, fostering open lines of communication for addressing concerns promptly.
Branch Manager
OneMain Financial
08.2004 - 08.2018
- Directed daily operations of the branch, including customer service, human resources, sales and marketing activities
- Develop and maintain employee communication materials, including company newsletters, internal announcements, and recognition programs.
- Provide administrative support to the HR department, including processing employee transactions, maintaining employee records, and ensuring compliance with company policies and procedures.
- Created reports summarizing operational performance metrics for senior management review
- Monitored financial performance of the branch on a monthly basis
- Assisted other branches when needed during peak periods or special projects
- Ensured compliance with established policies, procedures and regulations governing banking operations
- Maintained consistent growth in accounts and receivables by obtaining and retaining loan borrowers
- Managed staff scheduling, hiring and training processes
- Reviewed loan applications to ensure accuracy and compliance with regulations
- Boosted customer base, acquiring new customers and identifying needs to deliver relevant products
- Facilitated weekly meetings with staff members to discuss progress on current initiatives
- Managed and inspired team members to perform to full potential, driving branch profitability
- Provided guidance and support to team members regarding problem resolution and customer service issues
- Resolved escalated customer complaints in a timely manner.
Customer Service Manager
Dish Network
09.2002 - 08.2004
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations
- Assisted in developing an effective system for tracking client requests from initial contact through resolution
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention
- Analyzed business performance data and forecasted business results for upper management
- Evaluated individual and team business performance and identified opportunities for improvement
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs
- Relayed customer feedback to cross-functional teams to improve products and services
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings
- Conducted training and offered staff development opportunities to decrease process lags
- Set clear expectations and helped employees pursue optimal paths for achieving each target
- Delivered continuous training to associates to maximize performance and customer relations skills.
Education
Skills
- Operations Management
- Client Base Retention
- Performance Evaluations
- Profit and Revenue-Generating Strategies
- Operating Procedures and Policies
- Staff Training and Development
- Recruiting and Hiring
- Sales Plan Implementation
- Analytical Problem Solver
- Team Building and Leadership
- Salesforce/Custom Match/Bullhorn/Slack
- Dispute Resolution
- Disciplinary action management
- Ethics and Compliance
- Problem-solving abilities
Timeline
Client Development Manager
Adecco
02.2021 - Current
Customer Service Manager/Account Manager
Cooperative Laundry
08.2018 - 04.2020
Branch Manager
OneMain Financial
08.2004 - 08.2018
Customer Service Manager
Dish Network
09.2002 - 08.2004
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