Summary
Overview
Work History
Education
Skills
Affiliations
Military Service
Timeline
Generic

JOANNE CHAREST

Rindge,NH

Summary

An adaptable, collaborative problem solver with diverse skills in administrative support, program management and customer success. My background includes client services and account management, help desk team management, software sales and support, retail management, and writing/editing/proofreading. I have extensive experience as a virtual executive assistant, supporting a non-profit board of directors and 20+ entrepreneurial adventurers and corporate executives in a diverse array of industries and business genres.

Overview

21
21
years of professional experience

Work History

PERSONAL ASSISTANT TO THE MANAGING PARTNER

PLOUGH PENNY PARTNERS
09.2022 - Current
  • Maintained appropriate filing of personal and professional documentation.
  • Displayed absolute discretion at handling confidential information.
  • Reduced administrative workload for the owner through proficient handling of routine tasks, allowing them to focus on higher-level responsibilities.
  • Provided multifaceted services to career professionals by running errands, managing mail, scheduling appointments, and arranging transportation.
  • Oversaw personal and professional calendars and coordinated appointments for future events.
  • Kept detailed track of household and maintenance inventory and schedules.
  • Facilitated smooth business transactions through diligent management of invoices, expense reports, and budget tracking.
  • Assisted in strategic planning initiatives through data analysis, market research, and competitor evaluations.
  • Provided general administrative support including scheduling meetings, making travel arrangements and managing documentation.
  • Maintained and organized shared drives, documents and spreadsheets in Google Workspace.
  • Experienced with productivity tools such as Slack, Zoom, Google Docs and Sheets, ClickUp and Asana.
  • Filed paperwork and organized computer-based information.
  • Purchased personal and household gifts, clothing, other needs as requested.
  • Performed research for various projects.
  • Tracked philanthropic donations in Excel
  • Paid bills

NATIONAL ADMINISTRATIVE ASSISTANT

MEMBER, BOARD OF DIRECTORS & NATIONAL STAFF
01.2005 - Current
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
  • Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
  • Executed record filing system to improve document organization and management.
  • Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
  • Developed and updated spreadsheets and databases to track, analyze, and report on performance of community service hours and membership data.
  • Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
  • Developed strategies to streamline and improve office procedures.
  • Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
  • Developed comprehensive reports for management by collecting data from various sources, analyzing trends, and presenting actionable insights.
  • Managed filing system, entered data and completed other clerical tasks.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
  • Transcribed and organized information to assist in preparing speeches and presentations.
  • Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
  • Attended meetings, took minutes, and distributed items for follow up.
  • Receive and fulfill materials orders for new members

DIRECTOR, CLIENT SUCCESS / PROGRAM MANAGER

TPR MEDIA / UBICARE
03.2016 - 01.2022
  • Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
  • Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
  • Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
  • Monitored and coordinated workflows to optimize resources.
  • Facilitated cross-functional collaboration for improved decision-making processes within the organization.
  • Improved project efficiency with strategic planning, resource allocation, and time management practices.
  • Formed strategic partnerships and connected with potential clients to drive business development.
  • Leveraged professional networks and industry knowledge to strengthen client relationships.
  • Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
  • Assisted with sales and marketing strategies to foster achievement of revenue goals.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Managed and supervised administrative and daily program operations, complying with policies and regulations.
  • Established strong relationships with key stakeholders, ensuring support for program initiatives.
  • Developed strategic plans, setting clear objectives and achievable milestones for the team.
  • Managed cross-functional teams for successful project completion within deadlines and budgets.
  • Facilitated workshops and conducted one-on-one training to educate team members.
  • Identified program obstacles and communicated possible impacts to team.
  • Utilized data-driven decision-making approaches to inform strategy development and optimize outcomes.
  • Met with project stakeholders on regular basis to assess progress and make adjustments.
  • Ensured regulatory compliance by closely monitoring adherence to industry standards and guidelines throughout the program lifecycle.
  • Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
  • Delivered high-quality results by setting performance metrics and monitoring progress against targets.
  • Increased customer satisfaction through effective communication of program goals and expectations.
  • Developed and maintained logistics workflows, procedures and reports.
  • Leveraged technology tools for enhanced project tracking, reporting, and information sharing among team members.
  • Demonstrated strong writing and presentation skills to develop briefs, memorandums and analytical reports for clients.
  • Leveraged project management processes and tools to define and execute projects.
  • Implemented risk management strategies to mitigate potential barriers to project success.
  • Researched industry best practices in support of training development and program content.
  • Interacted with customers and clients to identify business needs and requirements.
  • Devised creative solutions to critical customer and user needs.
  • Provided program management expertise in lean Six Sigma strategies and agile methods, practices and execution.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

VIRTUAL EXECUTIVE ASSISTANT

ZIRTUAL / STARTUPS.CO
06.2020 - 01.2022
  • Handled confidential and sensitive information with discretion and tact.
  • Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time for up to nine executives simultaneously.
  • Processed travel expenses and reimbursements for executive team and senior management group.
  • Served as a liaison between departments to facilitate effective communication throughout the company.
  • Organized and coordinated conferences and monthly meetings.
  • Provided professional administrative support during board meetings, including agenda preparation and minute-taking duties.
  • Supported executives in decision-making processes by conducting research and presenting findings in clear formats.
  • Prepared and edited presentations on behalf of executives for both internal meetings and external conferences.
  • Enhanced productivity by organizing travel arrangements and coordinating accommodations for executives.
  • Collaborated on special projects to improve overall business operations within the organization efficiently.
  • Delivered exceptional organizational support enabling executive focus on high-level strategic initiatives fostering company growth.
  • Contributed to budget management by monitoring expenses and providing detailed expenditure reports regularly.
  • Used advanced software to prepare documents, reports, and presentations.
  • Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
  • Conducted research and analyzed data to provide detailed reports on various business topics.
  • Transcribed meeting minutes to support sales, business development and senior management teams.
  • Filed paperwork and organized computer-based information.
  • Worked with senior management to initiate new projects and assist in various processes.
  • Updated and maintained confidential databases and records.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Streamlined operations and prioritized tasks, allowing senior staff to increase productivity.

STRATEGIC ACCOUNT MANAGER / CUSTOMER CARE ANALYST

HEALTHWYSE
03.2013 - 03.2016
  • Served as the primary point of contact for all account-related matters, building trust with key decisionmakers.
  • Managed a portfolio of key accounts, ensuring high levels of client satisfaction and retention.
  • Developed customized strategies for each account, resulting in stronger partnerships and improved outcomes.
  • Collaborated cross-functionally to address client needs promptly and efficiently.
  • Presented regular updates on account performance to senior leadership, highlighting successes and areas requiring attention.
  • Engaged functional areas across prospect or client organizations to uncover future business opportunities.
  • Increased profitability and lifetime customer value by coordinating go-to-market strategy, implementation and post-sales service experience.
  • Delivered an increase in overall revenue by successfully upselling products/services in line with customers'' evolving requirements.
  • Partnered with internal resources to present additional value and expertise to clients.
  • Created demand by matching business problems to product and service solutions.
  • Suggested solutions and innovative ideas to meet client needs.
  • Monitored customer health metrics continuously, proactively addressing any potential issues before they escalated into problems.
  • Implemented creative problem-solving techniques to resolve complex challenges faced by clients.
  • Provided exceptional customer service experiences by anticipating needs, offering proactive solutions, and resolving issues quickly when they arose.
  • Conducted quarterly business reviews to assess progress towards goals and identify areas for improvement.
  • Identified new business opportunities with existing clients, leading to increased revenue growth.
  • Enhanced client relationships by consistently delivering strategic insights and tailored solutions.
  • Kept detailed records of daily activities through online customer database.
  • Built relationships with customers and community to promote long term business growth.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Maintained current knowledge of evolving changes in marketplace.
  • Met existing customers to review current services and expand sales opportunities.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
  • Recorded accurate and efficient records in customer database.
  • Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
  • Stayed current on company offerings and industry trends.
  • Monitored service after sale and implemented quick and effective problem resolutions.
  • Managed high call volume while maintaining a professional demeanor and prioritizing urgent matters.
  • Improved overall first-call resolution rates by proactively identifying common issues and providing appropriate solutions.
  • Contributed to team success by consistently achieving personal performance metrics related to call quality, productivity, and problem-solving abilities.
  • Reduced average handle time through proficient multitasking and quick decision-making skills.
  • Maintained detailed records of customer contacts, concerns, and resolutions, facilitating better follow-up support when needed.
  • Worked closely alongside colleagues from various departments including sales representatives and technical experts when needed, ensuring customers received the most accurate and comprehensive assistance possible.
  • Collaborated with cross-functional teams to ensure consistent customer support and issue resolution.
  • Utilized CRM tools effectively to manage customer data securely while ensuring up-to-date information was readily available for colleagues handling subsequent inquiries.
  • Provided primary customer support to internal and external customers.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.

SENIOR ACCOUNT MANAGER | INTERQUAL

MCKESSON HEALTH SOLUTIONS
01.2003 - 03.2013
  • Developed long-lasting client relationships by providing exceptional customer service and support.
  • Enhanced communication between departments for more effective problem-solving and collaboration.
  • Coordinated efforts across teams to ensure seamless delivery of products and services to clients.
  • Provided extensive support in sales, technical and business areas to key accounts.
  • Developed deep knowledge of customer businesses and relationship to company objectives.
  • Maintained detailed records of all account activities, ensuring accurate reporting for upper management review purposes later on.
  • Provided valuable input during product development discussions, ensuring alignment with customer needs and expectations.
  • Leveraged industry knowledge to provide expert guidance on pricing, promotions, and product offerings for clients' specific needs.
  • Streamlined account management processes, improving overall efficiency and productivity.
  • Conducted regular reviews of each managed portfolio''s performance against objectives/targets – taking corrective action as necessary if any shortfalls were identified.
  • Boosted client satisfaction by effectively managing and resolving account issues.
  • Increased revenue for the company through strategic upselling and cross-selling initiatives.
  • Exceeded sales goals for InterQual accounts by renewals exceeding a minimum of 125% over previous years for existing clients.
  • Worked with customers to develop strategic business and account plans.
  • Collaborated with technical manager to review product improvement requests and translate to individual client needs.
  • Implemented innovative strategies for retaining top-performing clients, reducing churn rate substantially.
  • Evaluated client needs and developed tailored solutions to increase positive customer ratings.
  • Monitored and analyzed customer feedback to identify opportunities for improvement.
  • Developed and implemented strategies to increase client retention.
  • Educated clients on new products or services to increase customer engagement with brand.
  • Met with customers to discuss and ascertain needs, tailor solutions and close deals.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Developed and maintained strong working relationships with professionals within assigned territory.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
  • Monitored service after sale and implemented quick and effective problem resolutions.
  • Recorded accurate and efficient records in customer database.

Education

Bachelor of Arts - English

Fitchburg State College
Fitchburg, MA

Cerificate For Nursing Licensure - Licensed Vocational Nursing / LPN

Memorial City General Hospital
Houston, TX

Skills

  • Project Scheduling
  • Customer Satisfaction
  • Technical understanding
  • Time Management
  • Multitasking and Organization
  • Strong Communication Skills
  • Attention to Detail
  • Dedicated Team Player
  • Appointment Scheduling
  • Customer First
  • Schedule Management
  • Discretion and Confidentiality
  • File and database management
  • Expense Management
  • Calendar Management
  • Meetings & Events
  • Travel Coordination
  • Project Coordination
  • Research & Analysis
  • Team collaboration
  • Spreadsheet Management
  • Customer Needs Assessment
  • Operations Support
  • Shipping & Receiving
  • Mail Sorting
  • Advanced MS Office Suite
  • Medical Terminology
  • Tech-Savvy
  • Requirements Gathering
  • Client Relationship Building
  • Customer Retention
  • Client Education
  • Sales Support
  • Asana
  • Salesforce
  • Trello
  • Slack
  • Google Suite
  • HIPAA
  • Adobe

Affiliations

  • Gamma Sigma Sigma White Rose Foundation Board Member - 2024-2025

Military Service

United States Army Reserve & National Guard. 6 years

4 Medical Occupational Specialties:

91A - Medic

91B - Advanced Medic (Helicopter)

91C - Ward Nurse (LPN)

91G - Psych Tech

Timeline

PERSONAL ASSISTANT TO THE MANAGING PARTNER

PLOUGH PENNY PARTNERS
09.2022 - Current

VIRTUAL EXECUTIVE ASSISTANT

ZIRTUAL / STARTUPS.CO
06.2020 - 01.2022

DIRECTOR, CLIENT SUCCESS / PROGRAM MANAGER

TPR MEDIA / UBICARE
03.2016 - 01.2022

STRATEGIC ACCOUNT MANAGER / CUSTOMER CARE ANALYST

HEALTHWYSE
03.2013 - 03.2016

NATIONAL ADMINISTRATIVE ASSISTANT

MEMBER, BOARD OF DIRECTORS & NATIONAL STAFF
01.2005 - Current

SENIOR ACCOUNT MANAGER | INTERQUAL

MCKESSON HEALTH SOLUTIONS
01.2003 - 03.2013

Bachelor of Arts - English

Fitchburg State College

Cerificate For Nursing Licensure - Licensed Vocational Nursing / LPN

Memorial City General Hospital

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