Summary
Overview
Work History
Education
Skills
Timeline
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Mary Shabrette Freeman

New Iberia,LA

Summary

High-performing professional with extensive experience working with a diverse client base and delivering results. Self-motivated administrative professional with extensive experience overseeing different office operations. Result-driven, proactive and resourceful  professional with over 11 years experience providing services where needed.

Overview

23
23
years of professional experience

Work History

Client Services Manager

Global Data Fusion
Lafayette, LA
07.2021 - Current
  • Ensured compliance with company standards for customer service delivery.
  • Maintained accurate records of all customer interactions, transactions, comments and complaints.
  • Analyzed customer feedback surveys to identify opportunities for improvement.
  • Collaborated with other departments to resolve complex customer issues.
  • Trained new staff members on customer service processes and procedures.
  • Responded promptly to any escalated customer service issues.
  • Established clear communication channels between customers and internal teams.
  • Developed and maintained relationships with clients to ensure satisfaction.
  • Created reports on key performance indicators related to client services activities.
  • Ensured compliance with company policies and procedures when dealing with customers.
  • Managed customer inquiries and complaints in a timely manner.
  • Processed orders and payments accurately and efficiently.
  • Monitored daily operations of customer service department, ensuring compliance with standards.
  • Performed data entry tasks related to client information management systems.
  • Provided technical support for clients, troubleshooting issues and resolving complaints.
  • Developed relationships with customers through proactive communication and follow-up.
  • Adhered to all company policies relating to client services procedures.
  • Prepared presentations to educate clients on product features and services.
  • Developed creative solutions to address complex customer problems.
  • Collaborated with other departments to ensure smooth onboarding of new customers.
  • Provided guidance and assistance for clients using online resources or software applications.
  • Managed incoming calls from customers, providing prompt resolution of inquiries.
  • Maintained accurate client records in the database system.
  • Assessed customer needs and responded to inquiries in a timely manner.
  • Scheduled and confirmed appointments based on customer availability.
  • Managed and updated physical and digital client account information to keep records accurate and current.
  • Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
  • Greeted incoming customers to provide immediate, friendly and knowledgeable support.
  • Followed up with customers through calls and emails to proactively resolve issues and maintain satisfaction.
  • Maintained client relationships and listened to needs and pain points to provide strategic internal feedback.
  • Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
  • Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
  • Presented and explained fees, clearly clarifying invoices and company policies.

Regulation Specialist

American Eagle Logistics
Broussard, LA
07.2019 - 07.2021
  • Maintained accurate records of customer interactions and feedback.
  • Reviewed documents for accuracy prior to submission or publication.
  • Coordinated with other departments to ensure efficient workflow processes.
  • Provided technical support for customers in resolving complex issues.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Identified needs of customers promptly and efficiently.
  • Participated in ongoing training and compliance activities.
  • Audited owner and operators documents to verify they were in compliance with policies and procedures.
  • Maintained positive working relationship with fellow staff and management.
  • Utilized document management system to organize company files, keeping up-to-date and easily accessible data.

Client Service Representative

SECON
Lafayette, La
10.2014 - 07.2019
  • Provided customer service support to clients in a timely and efficient manner.
  • Assisted customers with product information and pricing.
  • Maintained customer records in the database system.
  • Greeted visitors and customers warmly, offering refreshments as appropriate.
  • Ensured that reception area is kept safe at all times by monitoring security cameras.
  • Maintained reception area cleanliness and tidiness.
  • Adhered to company policies regarding confidentiality of sensitive information.
  • Managed the distribution of incoming mail, faxes, and packages.
  • Organized daily office operations such as filing paperwork, ordering supplies, and setting up meeting spaces.
  • Maintained an organized filing system for all employee records in compliance with legal regulations.
  • Answered incoming calls in a professional and polite manner, responding to customer queries or directing them to the relevant department.
  • Assisted with administrative tasks such as data entry into company databases.
  • Responded promptly to emails from customers and other departments within the organization.
  • Scheduled maintenance visits for office equipment such as computers or printers.
  • Displayed professional standards at reception desk to impress visitors.
  • Handled diverse needs for clients in-person, by phone or through email.
  • Received parcels, routed mail and opened packages for staff.
  • Obtained and processed payments from clients for products and services.
  • Managed office cleaning and sanitizing to comply with infection control protocols.
  • Supported office security by following safety procedures and controlling access via reception desk.
  • Screened and responded to emails, messages and other correspondence, freeing up senior management.
  • Organized files to simplify staff access or retrieval.
  • Maintained office supply inventory and placed orders to meet demand.
  • Performed data entry and other administrative tasks to support departments.
  • Welcomed visitors and customers by greeting and answering or directing inquiries.
  • Answered incoming phone calls, routing to appropriate parties throughout office.
  • Guided employees in handling difficult or complex problems.
  • Computed balances, totals or commissions to support accounting team.
  • Resolved customer complaints or answered customers' questions.

Compliance Manager/Supervisor/Staffing Manager

Priority Medical care
New Iberia, LA
10.2011 - 05.2013
  • Assisted with investigations into allegations of fraud or misconduct within the organization.
  • Assisted with the development of training materials for employees regarding compliance requirements.
  • Ensured effective communication of changes in regulations or policies throughout the organization.
  • Conducted internal audits to identify areas of non-compliance and recommend corrective actions.
  • Investigated complaints from customers regarding violations of company policy or applicable law and regulation.
  • Designed systems to track compliance performance metrics across the organization.
  • Built positive working relationships with other department managers through effective communication.

SIL Coordinator

ARC of Iberia
New Iberia, LA
02.2001 - 02.2011
  • Directed and motivated staff by reviewing work and providing constructive feedback.
  • Assessed monthly reports to review client activity and identify opportunities.
  • Attended workshops, meetings and site visits to gather customer requirements.
  • Maintained accurate records of all customer interactions, transactions, comments and complaints.
  • Trained new staff members on customer service processes and procedures.
  • Responded promptly to any escalated customer service issues.
  • Established clear communication channels between customers and internal teams.
  • Developed and maintained relationships with clients to ensure satisfaction.
  • Ensured compliance with company policies and procedures when dealing with customers.
  • Provided guidance to team members on how to handle difficult situations with clients.
  • Managed day-to-day operations of the department including scheduling tasks and assigning duties.
  • Maintained accurate records of client activities, including budgets, personnel documents and project timelines goals.
  • Delegated work to staff, setting priorities and goals.
  • Guided employees in handling difficult or complex problems.
  • Reviewed employees' work to check adherence to quality standards and proper procedures.
  • Recruited, interviewed and selected employees to fill vacant roles.
  • Recommended solutions related to staffing issues and proposed procedural changes to managers.
  • Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
  • Discussed job performance problems with employees, identifying causes and issues to find solutions.

Education

High School Diploma - General studies

Loreauville High School
1993

Skills

  • Schedule management
  • Problem resolution
  • Self-starter
  • Microsoft Office
  • Spreadsheet development
  • Staff motivated
  • Employee training and development
  • Customer service
  • Team Player
  • Patient care advocacy
  • Typing
  • Faxing
  • Organizational skills
  • Scheduling
  • Telephone skills
  • Creative thinking
  • Scanning

Timeline

Client Services Manager

Global Data Fusion
07.2021 - Current

Regulation Specialist

American Eagle Logistics
07.2019 - 07.2021

Client Service Representative

SECON
10.2014 - 07.2019

Compliance Manager/Supervisor/Staffing Manager

Priority Medical care
10.2011 - 05.2013

SIL Coordinator

ARC of Iberia
02.2001 - 02.2011

High School Diploma - General studies

Loreauville High School

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Mary Shabrette Freeman