Ivy Hamm
Dover,Delaware
Summary
Motivated Client Service Coordinator with proven administrative, problem-solving and customer relations skills. Collaborative and driven with clear focus on putting clients first and supporting team needs. Well-organized, flexible, and computer-savvy. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Coordinator, Client Success Team
Centerfield Media Holding|Business.com
Waltham, MA | Los Angeles, CA
05.2021 - 01.2024
- Onboarding of new clients
- Successfully managed multiple accounts valuing 1+million dollars simultaneously while meeting deadlines.
- Effectively communicate with clients via email, phone, or video call
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
- Assisted with customer requests and answered questions to improve satisfaction.
- Account management of specific categories within the company business model
- Handled inbound and outbound communications, trouble-shooting and responding to client lead campaign inquiries and issues.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Enhanced performance through collaboration with diverse teams.
- Assisted with the development of marketing campaigns aimed at increasing sales volume.
- Developed policies and procedures related to departmental operations ensuring compliance with applicable laws and regulations.
- Provided technical support to staff members regarding software applications and hardware systems.
- Resolved customer complaints in a timely manner while upholding company standards.
- Guided teammates in handling difficult or complex problems.
- Completed day-to-day duties accurately and efficiently.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Conducted interviews with potential candidates for open positions within the Client Success Team.
- Coordinated with other departments to ensure projects were completed on time and within budget.
- Maintained records of customer needs and preferences.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Acted as main point of contact in matters relating to client concerns and needs.
Lead Verification Specialist
Centerfield Media Holding|Business.com
Waltham, MA | Los Angeles, CA
12.2011 - 05.2021
- In a high call volume setting, conducted outbound callbacks to potential new clients and customers
- Verifying and confirming prospective sales leads or information requests for various products and services
- Complete business background checks to verify existence
- Manage clients’ accounts, updating accounts payable
- Educating customers on BuyerZone.com/Business.com offerings by positioning and aligning products and services within the context of the customer's or clients' interests
- Responsible for the purging of fraudulent or bogus lead requests from verification work queues
- Monitor and report system abnormalities with the company’s production software platform
- Assist with training, monitoring, and coaching of new agents assigned to the team
- Administrator of team knowledge base directory and training manual.
Remote Customer Service/Intake Claims Representative
The Hartford Insurance
Hartford, CT
08.2019 - 03.2021
- In a virtual inbound high call volume setting, provided excellent customer service by processing new claim intake calls regarding medical & mental health for Short Term Disability, Long Term Disability, FMLA, and (non-medical) Personal Leave Management request in the group benefits department
- Investigate and manage customer case files to help individuals and businesses prevail after a claim
- Review supporting medical documentation submitted by medical and mental health providers and claimants
- Contact medical providers via telephone, fax, and e-mail for clarification of medical findings if needed to assist with claim determination processing
- Answering customer questions regarding the status of submitted disability and leave management claims requests
- Educate employees and employers on group policy benefits
- Help people rebuild their lives and get back to work as soon as reasonably possible after a life event happens.
Sr. Acquisitions Specialist, Credit Operations
Discover Financial Services, LLC
New Castle, DE
05.2014 - 07.2019
- Review new credit applications to approve or decline the requests for lines of consumer credit based upon pre-established credit policies and procedures
- Review & Report Fraudulent Applications, Risk Assessment
- Handle inbound and outbound calls regarding active & revoked accounts
- Use active listening skills to effectively encourage activation, accounts usage and drive customer engagement
- Present alternative offers to customers who do not qualify for original Discover terms
- General servicing with an emphasis on being able to overcome objections.
Education
Diploma - Business Academic
Washington Township High School
06.1987
Skills
- Account Management
- Verification Training
- SQL, Database Query
- Data Entry, Data Retrieval
- Salesforce
- Zendesk
- Zoho
- Jira
- Windows Operating Systems, MS Office, Outlook Office
- Google Suite (mail, docs, drive, calendar), Dropbox, Slack
- Excel, Access, PowerPoint, MS Word, IDX, Mac OS
- 50 WPM
- Internet Research Training
- Banking Compliance
- Risk Management
- Accounts Payable Knowledge
- Fraud Skills Training
- Credit Analyst Training
- Credit Report Training
- Anti-Money Laundering Training
- HIPPA Training
- EMR Training
- Medical Terminology
- Medical Documents Review Training
- Medical Documentation
- ICD 9/10 Code, CPT Code Training
- Medical Scheduling
- CRM Software
- Web-Based/Internet Research Skills Training
- Leadership Skills for Lead Workers Training
- Interviewing Skills, Employee Orientation
- Negotiation Skills Training
- Quality Assurance Call Monitoring
- Project Management
- Database Management
- Document Management
- Contract Management
- Relationship Building
- Project Support
- Regulatory Compliance
- Meeting Coordination
- Customer Service
- Best Practices Implementation
Certification
- Creating Positive Conversations with Challenging Customers
- How to Speak So People Want To Listen
- Coaching Skills for Leaders and Managers
- Critical Thinking and Problem Solving
- Overcome Over Thinking
- Becoming an Impactful and Influential Leader
- Delegating From A Distance
References
Available Upon Request
References
References available upon request.
Timeline
Coordinator, Client Success Team
Centerfield Media Holding|Business.com
05.2021 - 01.2024
Remote Customer Service/Intake Claims Representative
The Hartford Insurance
08.2019 - 03.2021
Sr. Acquisitions Specialist, Credit Operations
Discover Financial Services, LLC
05.2014 - 07.2019
Lead Verification Specialist
Centerfield Media Holding|Business.com
12.2011 - 05.2021
Diploma - Business Academic
Washington Township High School
- Creating Positive Conversations with Challenging Customers
- How to Speak So People Want To Listen
- Coaching Skills for Leaders and Managers
- Critical Thinking and Problem Solving
- Overcome Over Thinking
- Becoming an Impactful and Influential Leader
- Delegating From A Distance
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