Kristen Horwith
Land O' Lakes,FL
Summary
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
18
18
years of professional experience
Work History
Customer Service Team Leader
Optum Financial
12.2020 - Current
- Provide primary support to members with consumer driven health care and pre tax benefits; HSA, FSA, HRA and Commuter benefits.
- Allocate consistent and ongoing mentoring, coaching and training that focus on improving call center leadership, morale and performance.
- Coordinate and supervise customer service team in order to ensure quality service delivery.
- Assist in resolving escalated customer complaints or issues in a timely manner.
- Conduct regular performance reviews for each member of the team to monitor progress and provide feedback.
Office Manager
Scaglione Law
10.2011 - 11.2019
- In charge of organizing, prioritizing and delegating tasks effectively to ensure that all administrative work was managed competently.
- Oversaw all accounting tasks; payroll, accounts payable, accounts receivable and recorded office expenditure.
- Maintained filing system for records, correspondence and other documents.
- Coordinated meetings, conferences, travel arrangements and department activities.
- Provided administrative support to management team including preparing reports and presentations.
Account Manager
Copy Concepts
Tampa, FL
09.2011 - 10.2013
- Managed a portfolio of strategic accounts, consistently meeting or exceeding sales targets and performance metrics.
- Created sales forecasts to target daily, monthly and yearly objectives.
- Kept detailed records of daily activities through online customer database.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Implemented strategies to increase revenue from existing accounts through upselling and cross-selling.
Account Executive
IKON Office Solutions, Inc
08.2010 - 09.2011
- Responsible for maintaining and expanding the portfolio of Healthcare customers by offering sales of hardware, EMR/EHR software and document management products within territory
- Developed high value sales proposals, presentations and product demonstrations.
- Cultivated relationships with key decision makers through regular client visits and follow-up calls.
- Maintained accurate records of all sales activities using CRM software systems.
- Used consultative sales strategies to effectively overcome client objections and maximize sales activity.
- Developed sales pipeline by cold-calling, canvassing and obtaining referrals.
Sales Representative
Russell Stover Candies, Inc
10.2006 - 07.2010
- Managed one of Central Florida's top grossing sales territories directly responsible for 73 mass merchant accounts providing direct sales delivery for boxed and specialty chocolates.
- Identified opportunities for cross-selling additional products and services.
- Exceeded monthly sales targets and quotas consistently.
- Improved customer retention rates by addressing concerns proactively and providing exceptional service throughout the sales process.
- Established new accounts through cold calling and personal visits to potential customers.
Education
Marketing
Hillsborough Community College
Tampa, FL01.1997
Skills
- Team Management
- Complaint resolution
- Call center experience
- Account Management
- CRM software expertise
- Sales expertise
- Customer Relations
- Quality Control
- Business Development
- Product Sales
- Goal Setting and Achievement
- Leadership Development
- Marketing and Advertising
Timeline
Customer Service Team Leader
Optum Financial
12.2020 - Current
Office Manager
Scaglione Law
10.2011 - 11.2019
Account Manager
Copy Concepts
09.2011 - 10.2013
Account Executive
IKON Office Solutions, Inc
08.2010 - 09.2011
Sales Representative
Russell Stover Candies, Inc
10.2006 - 07.2010
Marketing
Hillsborough Community College