Manessa Pendleton
Las Vegas,NV
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles. Client Manager dedicated to assisting account executives and account teams by performing administrative and client support duties associated with maintaining client accounts. Focused on ensuring excellent service standards and maintaining high customer satisfaction. Experience providing product and services information, and resolving any emerging problems clients might face with accuracy and efficiency.
Overview
12
12
years of professional experience
Work History
Client Services Manager
SITEL Worldwide
Las Vegas, NV
05.2021 - Current
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment.
- Established performance and service goals and held associates accountable for individual performance.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Encouraged creative thinking, problem solving, and empowerment as part of facility management group to improve morale and teamwork.
- Collected confidential financial information from clients to construct comprehensive financial plans.
Client Services Representative
SITEL Worldwide
Las Vegas, NV
05.2020 - 01.2021
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Human Resources Assistant
Williams Sanoma
Las Vegas, NV
08.2018 - 05.2019
- Filed paperwork, sorted and delivered mail, and maintained office organization.
- Organized new employee orientation schedules for new hires.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Created and completed personnel action forms for hires, terminations, title changes and terminations.
- Administered compensation, benefits and performance management systems and safety and recreation programs.
- Posted positions through approved recruitment channels.
- Processed documentation for employee actions such as new hires, grievance resolutions and terminations.
- Set up orientations and initial training for new employees.
- Recruited and screened qualified potential employees.
- Converted employee status from temporary to permanent.
- Assigned work activities for staff related to employment, compensation, labor relations and employee relations.
Assistant Operations Manager
CH Robinson
Chicago, IL
06.2015 - 06.2018
- Coordinated with General Manager in different operational issues and promotional activities.
- Supervised operations team to support operational excellence and excellent customer service.
- Developed and maintain operational guidelines for staff.
- Monitored employee productivity and optimized procedures to reduce costs.
- Planned and supervised shipments from production to end-user and scheduled daily and weekly routes.
- Managed monthly freight cost reporting processes.
- Delivered substantial cost savings by securing discounts from third-party logistics services providers.
- Prepared updated shipment reports for executives and clients.
- Kept corporate departments and customers updated on critical shipments.
- Expedited resolutions of shipping errors and packaging mistakes.
Dispatcher
CH Robinson
Chicago, IL
08.2014 - 06.2015
- Directed dispatching, routing and tracking of 80-100 fleet vehicles per day.
- Maintained updated and detailed records of calls in physical and electronic database.
- Closely monitored dispatch board to triage and prioritize over 100daily calls.
- Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Directed investigations to verify and resolve customer or shipper complaints.
- Received new orders, prepared documentation and assigned personnel.
- Monitored flow of paperwork and directed information to appropriate departments.
Property Claims Adjuster
Allstate Insurance Co
Northbrook, IL
08.2012 - 07.2014
- Interacted with witnesses and claimants.
- Prepared reports of findings of investigations.
- Exercised proper judgment and decision making to analyze over 40 claims per week.
- Advised others on legal and regulatory compliance matters.
- Carefully reviewed claim information to verify accuracy and avert fraudulent claims.
- Developed and maintained working relationships with independent adjusters and contractors to assist in prompt claims handling.
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
Shift Supervisor
CVS Pharmacy
Chicago, IL
11.2010 - 06.2012
- Completed store opening and closing procedures and balanced tills.
- Responded to and resolved customer questions and concerns.
- Helped store management meet standards of service and quality in daily operations.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Applied security, safety and loss prevention strategies during shifts.
- Trained new employees and delegated daily tasks and responsibilities.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Enforced company policies and regulations with employees.
- Monitored employee actions for safety, sanitation and general housekeeping compliance, proactively protecting staff and customers from safety hazards and infection risk.
Cashier
CVS Pharmacy
Chicago, IL
08.2008 - 11.2010
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Performed cash, card and check transactions to complete customer purchases.
Education
High School Diploma -
Cristian Fenger High School
Chicago, IL06.2006
Skills
- Maintaining Clean Work Areas
- Operating Procedures and Policies
- Customer Complaint Resolution
- Bid Request Management
- Profitability Assessments
- Team Recruiting and Onboarding
- Sales Records Management
- Call Volume Analysis
- Client Interfacing
- Salesforce Software
- Sales Program Coordination
- Networking Events
- Change Request Processing
Timeline
Client Services Manager
SITEL Worldwide
05.2021 - Current
Client Services Representative
SITEL Worldwide
05.2020 - 01.2021
Human Resources Assistant
Williams Sanoma
08.2018 - 05.2019
Assistant Operations Manager
CH Robinson
06.2015 - 06.2018
Dispatcher
CH Robinson
08.2014 - 06.2015
Property Claims Adjuster
Allstate Insurance Co
08.2012 - 07.2014
Shift Supervisor
CVS Pharmacy
11.2010 - 06.2012
Cashier
CVS Pharmacy
08.2008 - 11.2010
High School Diploma -
Cristian Fenger High School
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