Kristen Mercado
Lebanon,OR
Summary
Dynamic Client Service Manager with a proven track record at Ameriprise Financial: Crosby Wealth Management, excelling in client relations and inter-department collaboration. Leveraged exceptional communication and CRM expertise to enhance customer satisfaction and drive team performance. Achieved significant improvements in client service delivery through strategic leadership and meticulous account management.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Client Service Manager
Ameriprise Financial: Crosby Wealth Management
Albany, OR
11.2016 - 07.2024
- Supervised a successful wealth management office, acting as the initial customer service point of contact for clients, and as a direct interface between clients and advisors.
- Successfully performed advanced clerical work, including schedule and meeting management, customer correspondence, account management, mailing, and filing.
- Regularly and responsibly performed data entry, correspondence, and retrieval in web-based database programs of highly sensitive, privacy-protected information.
- Demonstrated proficiency in Office Suite and Outlook.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Resolved escalated customer complaints in a professional manner.
- Created and managed budgets for travel, training, and team-building activities.
- Conducted market research activities to gain insights into current trends affecting consumer behavior.
- Directed enterprise customer support team members and leveraged data analytics to identify areas of improvement and accountability.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Revised department schedules to maximize coverage during peak hours.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Conducted training and offered staff development opportunities to decrease process lags.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Delegated work to staff, setting priorities and goals.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Prepared documentation, reports, and logs to identify and manage sales metrics and support process driven activities.
- Analyzed business performance data and forecasted business results for upper management.
- Analyzed customer feedback to identify trends, opportunities, and areas of improvement.
- Maintained accurate records of customer interactions and transactions.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Collaborated with cross-functional teams on projects related to client service initiatives.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Developed comprehensive business plans that outlined strategies for meeting client needs while achieving organizational goals.
- Created detailed reports outlining key performance indicators related to client service operations.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Established effective communication channels between clients and other departments within the organization.
- Reviewed accounts for payments received or approved credit arrangements.
- Reviewed completed work to verify consistency, quality, and conformance.
- Implemented quality control measures to uphold company standards.
- Produced thorough, accurate and timely reports of project activities.
- Conducted research and reviewed findings to solve customer issues.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Participated in industry events as an ambassador of the company's brand.
- Monitored customer accounts to identify any potential issues or areas of improvement.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Assigned work and monitored performance of project personnel.
- Organized client contracts, records, and reports to strengthen traceability.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Developed and implemented processes for improving client service delivery standards.
- Monitored phone calls to provide feedback and coaching.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided timely responses to customer inquiries and requests for service.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Proposed or approved modifications to project plans.
- Developed and managed client relationships to ensure satisfaction with services provided.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Ensured compliance with applicable laws, regulations, policies and procedures related to customer service operations.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Completed day-to-day duties accurately and efficiently.
Chiropractic Assistant
Healthsource of Lebanon Chiropractic
Lebanon, OR
02.2016 - 11.2016
- Co-managed a million-dollar chiropractic practice, overseeing administrative tasks such as billing, report filing, maintaining medical and office supply inventories, and online marketing and networking.
- Directly assisted in patient exams, taking vital readings, and taking and developing X-rays.
- Drafted SOAP notes and exacerbation paperwork.
- Engaged with patients directly on calls and in person to create scheduling plans.
- Pursued and achieved certification as a 'Physical Therapist One' in the office.
- This position included teaching functional mobility, range of movement, and strengthening.
- Led passive modality therapy and coordination of treatment plans.
- Managed inventory of office and treatment supplies, ensuring adequate stock.
- Explained treatment procedures and physicians' instructions.
- Compiled and organized patient records, ensuring confidentiality and compliance.
- Prepared treatment rooms for patient examinations.
- Changed dressings on wounds to prevent infection and check for healing.
- Oversaw patient registration, insurance verification, form completion and appointment scheduling to maintain operational efficiency.
- Performed patient intake procedures, including health history documentation.
- Assisted chiropractors in patient care, including setting up treatment rooms.
- Conducted follow-up calls to assess patient progress post-treatment.
- Accurately entered data into computer systems related to patient visits or treatments received.
- Collected, labeled and stored laboratory specimens properly prior to testing.
- Demonstrated, instructed and assisted patients in rehabilitative exercises to drive safety and minimize risk of further injury.
- Verified appointment times with patients, preparing charts, pre-admission and consent forms.
- Supported administrative staff by processing payments.
- Collected forms, copied insurance cards and coordinated patient information for billing and insurance processing.
- Assisted back office patient processes to reduce office wait times.
- Provided administrative support, including answering phones and email correspondence.
- Coordinated insurance verification and claims processing.
- Kept patient rooms clean between services and removed used linens for laundering.
- Documented exercises completed by patients to support charting and billing.
- Operated therapeutic equipment under chiropractor supervision.
- Ensured cleanliness of equipment used during treatments.
- Assisted with patient intake, including taking vitals such as height, weight and blood pressure.
- Handled general office duties to support administrative staff during peak hours.
- Scheduled appointments for patients via phone and in person.
- Greeted patients, verified insurance and collected co-payments.
- Assisted with exercises and rehabilitation activities prescribed by the chiropractor.
- Checked out patients at end of visit, collecting any remaining balances due from them.
- Input patient data into medical software and provided appropriate updates to records.
- Provided assistance with other duties as assigned by chiropractor or office manager.
- Scheduled appointments for patients both in person and over the phone.
- Answered phones, scheduled appointments, greeted patients and ordered supplies.
- Provided support to patients experiencing pain or discomfort before or after treatment sessions.
- Performed electric muscle stimulation, massage and mechanical traction therapies on patients under doctor supervision.
- Acquainted patients with therapy procedures by explaining purpose and results of exercises.
- Instructed patients on how to use therapeutic exercises and stretches properly at home to speed recovery time.
- Trained new staff on office procedures and patient care techniques.
- Processed patient payments and handled billing inquiries.
- Performed routine clinical tasks to support patients and doctors.
- Assisted chiropractors with treatments including applying hot and cold packs, ultrasound therapy or electrical stimulation.
- Operated x-ray and electrocardiogram (EKG) to administer diagnostic tests.
- Kept facility stocked with necessary supplies, equipment and instruments.
- Educated patients about chiropractic care to help achieve health goals.
- Conducted patient interviews to gather health history, vital signs and information about current medical issues.
- Led patients to exam rooms, answered general questions and prepared patients for physician by explaining process.
- Participated in community outreach programs to promote chiropractic services.
- Positioned patients properly during examination or treatment for comfort and safety.
- Assisted with marketing efforts, including social media management and event planning.
- Performed administrative tasks such as filing medical documents, answering phones and responding to emails.
- Utilized various software and tools to streamline processes and optimize performance.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Education
Certified Chiropractic Assistant -
Oregon Board of Chiropractic Examiners
Salem, OR01.2016
Certification in Airline and Hospitality Management - Airline and Hospitality Travel Specialist
International Air & Hospitality Academy
Vancouver, WA01.2003
Skills
- Inter-department collaboration
- Customer relations
- Exceptional communication
- Client services
- Sales proficiency
- Schedule management
- Team building
- Account updates
- Client relationship building
- Research and due diligence
- Report generation
- Proficient in CRM, Salesforce, Morningstar, Word, and Excel
- Resource referrals
- Account management
- Client issue resolution
- Strong leadership
References
- Tristanna Snyder, Former Ameriprise teammate, 503-917-9963
- Andrea Campbell, Personal reference, Columbia Sportswear Buyer, 541-409-2685
- Lanae Blackburn, Former supervisor/co-worker, 541-570-9625
Volunteer Experience
- TNR Volunteer, Lebanon Community Trap, Neuter, Return Program, 2017-Present
- Spin Instructor, Fitness 1440, 2016-2018
- Treasurer & Secretary, Lebanon School District MAT Club, 2013-2016
Affiliations
- Volunteered at local high school sporting events by KT Taping injured players
Accomplishments
- 5 year's of working with Ameriprise Financial Award
- Honored by DHS for working on a massive project for OHA
Certification
- CA License
- Notary
Timeline
Client Service Manager
Ameriprise Financial: Crosby Wealth Management
11.2016 - 07.2024
Chiropractic Assistant
Healthsource of Lebanon Chiropractic
02.2016 - 11.2016
- CA License
- Notary
Certified Chiropractic Assistant -
Oregon Board of Chiropractic Examiners
Certification in Airline and Hospitality Management - Airline and Hospitality Travel Specialist
International Air & Hospitality Academy
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