Maria Rossi
San Diego,CA
Summary
Proactive and meticulous Customer Service professional with 5 years of experience in driving business growth through customer service and administrative procedures. Proven expertise in client relationship building, account management, and client prospecting. Adept at leveraging problem-solving, communication, and sales skills to maximize customer base, enhance sales generation, and foster business growth.
Overview
5
5
years of professional experience
Work History
Retention Specialist
Human Interest
01.2022 - Current
- Retained substantial monthly revenue through strategic client outreach, developed new department processes, and managed accounts to prevent escalations.
- Partnered with internal teams to streamline client offboarding, provided administrative support, and coordinated cross-functionally to meet client needs efficiently.
- Pioneered new retention strategies, resulting in consistent monthly savings and improved client engagement metrics across the organization.
- Analyzed client data to identify at-risk accounts, implemented targeted retention campaigns, and tracked performance to optimize outreach effectiveness.
- Cultivated strong client relationships, addressed concerns proactively, and delivered exceptional service to enhance overall customer satisfaction and loyalty
- Spearheaded retention strategies, significantly reducing client churn and boosting monthly revenue through targeted outreach and data-driven campaigns.
- Researched competitive offerings and identified opportunities for improving our product offering.
- Utilized CRM software to track customer interactions, record feedback, and monitor progress towards goals.
Customer Service Coordinator & Account Manager
loanDepot
11.2020 - 11.2021
- Conducted thorough verification of customer-submitted information, ensuring accuracy and compliance with lending regulations
- Fostered strong relationships with potential customers by actively listening to their goals and aligning loan options accordingly
- Optimized inbound and outbound call management, significantly improving response times and customer acquisition rates
- Provided comprehensive guidance throughout the home search and loan process, resulting in increased client confidence and loyalty
- Streamlined loan application process, reducing processing time for 200+ clients
- Verified customer information, ensuring compliance with lending regulations.
- Ensured that all customer inquiries were responded to in a timely manner.
Front Desk Associate
Beach Kids Therapy Center
San Clemente, CA
03.2020 - 07.2020
- Processed co-pays and handled administrative tasks related to client therapy appointments
- Managed front desk operations, ensuring smooth patient flow and efficient administrative processes for therapy sessions at Beach Kids Therapy Center
- Streamlined client paperwork management, improving follow-up procedures for outstanding payments and enhancing overall financial tracking
- Coordinated with therapists to optimize scheduling, resulting in improved patient care and increased clinic efficiency
- Created a welcoming environment for patients and families, contributing to positive therapy experiences and client retention
- Implemented new intake form process, reducing patient wait times and improving data accuracy for therapy sessions
- Optimized front desk operations, enhancing patient flow and administrative efficiency for therapy sessions while managing client paperwork and payments.
Administrative Assistant
Girl Scouts of Orange County
Irvine, CA
04.2019 - 10.2019
- Streamlined administrative processes, enhancing efficiency in Gold Award program and supporting diverse staff needs across departments
- Revamped online newsletter distribution strategy, collaborating with marketing to boost engagement and reach in the Girl Scout community
- Orchestrated impactful award ceremonies, fostering community engagement and recognizing outstanding achievements of Girl Scout members
- Managed complex event logistics, ensuring seamless execution of special events that celebrated Girl Scout accomplishments
- Provided crucial administrative support across departments, contributing to the smooth operation of Girl Scouts of Orange County
- Streamlined Gold Award process, enhancing efficiency across departments
- Revamped newsletter strategy, boosting community engagement
- Orchestrated impactful ceremonies celebrating achievements.
Education
Business Administration -
Lynn University
Boca Raton, FL05.2016
Skills
- Customer service
- Microsoft Office
- Time management
- Account management
- Computer literacy
- Salesforce
- Jira
- Cross-Functional Communication
- Documentation skills
- Customer Relations
- Retention management
- Relationship Building
- Training and mentoring
- Project Management
- Decision-Making
- Willingness to Learn
- Cost Reductions
- Documentation and Recordkeeping
- Data Analysis
- Administrative assistance
Timeline
Retention Specialist
Human Interest
01.2022 - Current
Customer Service Coordinator & Account Manager
loanDepot
11.2020 - 11.2021
Front Desk Associate
Beach Kids Therapy Center
03.2020 - 07.2020
Administrative Assistant
Girl Scouts of Orange County
04.2019 - 10.2019
Business Administration -
Lynn University
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