Maria Rossi
San Diego,CA
Summary
Experienced Customer Service professional with over 5 years in enhancing business growth and client satisfaction. Specializes in retention strategies, account management, and developing efficient administrative processes. Excels in problem-solving and communication, driving improvements in customer loyalty and sales. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
5
5
years of professional experience
Work History
Retention Specialist
Human Interest
01.2022 - Current
- Boosted monthly revenue by enhancing client outreach and streamlining account management processes
- Improved client offboarding processes and enhanced team coordination to meet client needs more effectively
- Developed innovative retention strategies that increased client engagement and contributed to consistent monthly savings
- 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
- 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
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
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
Bachelor of Science - Business Administration And Management
Lynn University
Boca Raton, FL05.2016
Skills
- CRM Software Proficiency (eg, Salesforce expertise)
- Retention Management (highlighting strategy development)
- Process Improvement (indicating efficiency enhancements)
- Team Collaboration (emphasizing cross-functional teamwork) - Problem-Solving Skills
- Exceptional Customer Service
- Microsoft Office Suite Proficiency
- Effective Time management
- Comprehensive Account management
- Strong Computer literacy
- Jira Expertise
- Relationship Building and Management
- Administrative Support and Coordination
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
Bachelor of Science - Business Administration And Management
Lynn University
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