Laci Owens

Interact and partner effectively across internal and external business teams to resolve client issues related to advisor and client requests needing additional information. Provide timely and accurate account and requirement information to advisors and clients, taking full ownership until a positive resolution is achieved. Ensure all department work is processed with accuracy, timeliness, completeness and within budget according to defined service level metrics. Take part in root cause analysis to ensure department processes are followed or enhanced as needed with the goal of reducing the number of NIGO requests. Contribute to department projects, as necessary. Execute testing as required for business projects. Cross train as required to support all team activities and backup team members as needed. Servicing and responding to all Advisor and Client inquiries in a professional manner. Assisting and educating advisors on how to navigate Orion in various situations. Maintaining an atmosphere of appreciation of Advisors and Client issues.

Work as a stay at home mother to twins. Assume all primary caregiver duties, including ADL's, entertainment and educational stimulation. Skills Required: Organization and time management, on the spot creative problem solving , and emergency preparedness. Ability to remain calm and focused under extreme pressure and circumstances. prioritization, budget management, positive outlook .

High-impact communicator effectively presenting and conveying information through written and verbal contact with financial advisors and clients. Processing all items in queue including, account applications, transfers, redemption request, and maintaining client accounts.

Assist in W-2 annual reporting, coordinate and interview new hires, process weekly payroll, document employee performance improvement plans, and help coordinate safety training to new employees.

Monitored cash drawers in multiple checkout stations and maintained adequate cash supply. Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions. Cross-trained and backed up other customer service managers.

Coordinate with management, suppliers, and internal business centers to input programs and maintain existing programs with new/deleted items and pricing. Resolve all pricing issues and analyzed all discrepancies to reduce negative financial impact. Process contracts and summary reports for all suppliers.

Assist customers over the phone with any problems/questions on their account. Take high volume of incoming calls using superior customer service skills, and knowledge of products. Resolve billing issues. Responsible to sell new services and products on every call. Exceed sales quota monthly.

Responsible to assist high volumes of customers to set-up new services, upgrades,moves, adds, or changes to account. Demonstrate superior knowledge and understanding of all store-operating procedures. Ensure appropriate transactions through Cincinnati Bell billing/ordering systems. Exceed sales quota monthly.