Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ladonna Fernandes

Winnsboro,SC

Summary

Experienced Client Services Coordinator bringing 10 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

5
5
years of professional experience

Work History

Client Services Coordinator

Envision Pharma
04.2022 - Current
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Responded to customer calls and emails to answer questions about products and services.
  • Coordinated with operations staff to resolve service problems and boost client satisfaction.
  • Entered data, generated reports, and produced tracking documents
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers
  • Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures

Client Services Coordinator

Better Mortgage & Better Cover Insurance
09.2020 - 04.2022
  • Generated quotes and proposals for clients to match individual needs
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction
  • Maintained accurate record-keeping with proactive attention to client information updates
  • Communicated with clients regarding account services, statements, and balances
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.

Customer Service Manager

Wilson Automotive
02.2018 - 05.2021
  • Trained and regularly mentored sales team on performance-oriented strategies and customer service techniques
  • Collaborated with upper management to improve customer service processes and support structures company-wide
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information
  • Increased customer engagement through social media
  • Monitored online presence of company's brand to engage with users and strengthen customer relationships

Education

BA - Information Technology

Southern New Hampshire University
Remote
06.2027

Skills

  • Contact Management Systems
  • Customer Service
  • Client Relations and Retention
  • Customer Relationship Management (CRM) Software
  • Verbal and Written Communication
  • Work Prioritization
  • New Hire Training
  • Technical Proficiency

Timeline

Client Services Coordinator

Envision Pharma
04.2022 - Current

Client Services Coordinator

Better Mortgage & Better Cover Insurance
09.2020 - 04.2022

Customer Service Manager

Wilson Automotive
02.2018 - 05.2021

BA - Information Technology

Southern New Hampshire University

Similar Profiles

CREATE PROFILE
Ladonna Fernandes