Joy Audu
Mansfield,United States
Summary
Results-focused Client Service Coordinator with over 3 years of experience in building strong client relationships, streamlining processes, and supporting operational efficiency. Proven track record of meeting deadlines, exceeding service expectations, and driving client satisfaction. Possess strong skills in client relationship management, problem-solving, and communication. Excel in teamwork, adaptability, and empathy to ensure outstanding client service and support. Ready to leverage abilities to contribute positively to team goals while maintaining focus on client satisfaction.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Client Service Coordinator
DR Financial
Houston, United States
05.2022 - Current
- Managed escalations with professionalism, resolving 95% of cases within SLA.
- Serve as the client's main point of contact, providing direction, help, and support to meet their needs.
- Acted as the primary point of contact for customer issues, usage guidance, and feature adoption.
- Led a team of client service representatives, providing ongoing support and training to ensure consistent and high-quality service delivery.
- Identified and implemented process improvements to enhance team efficiency and client satisfaction, resulting in 15% increase in positive client feedback.
- Managed escalated client issues, providing resolution and follow-up to ensure client satisfaction and retention.
- Cultivated strong relationships with clients, enhancing satisfaction and ensuring effective communication throughout service delivery.
- Coordinated client onboarding processes by gathering necessary information, setting expectations, and facilitating a seamless transition, contributing to positive client experiences from the outset.
- Skilled in using Microsoft Office applications (Word Doc, Excel, Outlook, OneNote and PowerPoint) for documentation and reporting.
- Partnered with cross-functional teams to resolve client issues swiftly, strengthening customer loyalty and streamlining processes.
IT Analyst Intern
Deloitte Consulting
11.2021 - 03.2022
- Company Overview: Remote
- Engages with interdisciplinary teams to fulfill organizational objectives.
- Fosters constructive relationships with colleagues and leadership.
- Implemented network configurations including static IP addressing and DHCP setup.
- Established an Active Directory domain with user accounts, security groups, and group policies.
- Enhanced domain security through password requirements and banner implementation.
- Collaborates with Risk Management to thoroughly document and analyze risks for comprehensive assessments.
- Well-versed in various IT compliance frameworks and standards, including NIST, ISO 27001, and PCIDS.
- Installed and configured Windows Server 2022 on existing server infrastructures.
- Regulatory Compliance in the US and EU such as Sarbanes-Oxley Act (SOX), Health Insurance Portability and Accountability Act (HIPAA), General Data Protection Regulation (GDPR), and CCPA.
- Remote
Education
BSc. - Information Technology - Cybersecurity
New Mexico State University
Las Cruces, NMSkills
- Zendesk
- Microsoft Office Suite
- Google Workspace
- Slack
- Teams
- Zoom
Certification
- CompTIA Security +
- CompTIA Security Analyst
- Scrum Master
Personal Information
Title: Client Service Coordinator
Timeline
Client Service Coordinator
DR Financial
05.2022 - Current
IT Analyst Intern
Deloitte Consulting
11.2021 - 03.2022
BSc. - Information Technology - Cybersecurity
New Mexico State University
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