Julia Washington
Summary
Goal-oriented Manager adept at promoting customer loyalty and maintaining retention with proactive and hands-on strategies. Effective at giving customers highly positive experiences as primary liaison and company representative. Ready to bring 26 years of experience and take on challenging new role. Trustworthy Manager offering well-developed customer engagement skills and the desire to improve clients' digital presence. Talented and relationship-driven Manager with solid leverages data-driven approaches to maximize business profits. Excellent communication, planning and problem-solving abilities.
Overview
10
10
years of professional experience
Work History
Client Success Manager
Afficiency
07.2022 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collaborated with project managers and developers to define parameters and plan detailed specifications with clear project deliverables and timelines.
- Researched, tested and implemented various client feature requests to deliver internal content management systems and content delivery applications.
- Performed troubleshooting of technical issues within production environment.
- Engaged with application team to implement better processes and communications.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Customer Support Manager
Coinbase
04.2022 - 06.2022
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
- Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
- Identified process enhancements to reduce inconsistencies and drive improvements to support ongoing company success.
Contact Center Payment Plan and Billing Supervisor
State Farm Insurance Inc
07.2021 - 04.2022
- Developed and executed contact strategies and improved end-to-end processes and client satisfaction ratings.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Led daily team meetings to review performance, set targets and motivate staff.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
Agency & Marketing Project Manager
State Farm Insurance Inc
01.2014 - 08.2018
- Applied deep understanding of various learning theories and technologies, instructional design, evaluation & Measurement, performance consulting and needs analysis
- Designed strategic approaches that utilize contemporary facilitation and learning methods for 90,000+ learners
- Identified points of risk and compliance issues
- Collaborated with business partners and vendors to develop learning solutions to support multiple time zones
Agency & Marketing Project Manager
State Farm Insurance Inc
08.2018 - 07.2021
- Applied deep understanding of various learning theories and technologies, instructional design, evaluation & Measurement, performance consulting and needs analysis
- Designed strategic approaches that utilize contemporary facilitation and learning methods for 90,000+ learners
- Identified points of risk and compliance issues
- Collaborated with business partners and vendors to develop learning solutions to support multiple time zones
Education
Bachelor of Arts - Organizational Management
Warner University
Lake Wales, FL12.1999
Skills
- Mentoring
- Training Programs
- Project Management
- Sprint Planning
- Business Analytics
- Business Development
- Performance Goals
- Change Management Process
- Client Rapport-Building
- Strong Technical Acumen
- Salesforce CRM Experience
- Interdepartmental Collaboration
Timeline
Client Success Manager
Afficiency
07.2022 - Current
Customer Support Manager
Coinbase
04.2022 - 06.2022
Contact Center Payment Plan and Billing Supervisor
State Farm Insurance Inc
07.2021 - 04.2022
Agency & Marketing Project Manager
State Farm Insurance Inc
08.2018 - 07.2021
Agency & Marketing Project Manager
State Farm Insurance Inc
01.2014 - 08.2018
Bachelor of Arts - Organizational Management
Warner University
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