MEGHAN BURKE
Philadelphia,PA
Summary
Client Relations Manager with solid experience in high tempo contact center environments. Solid skills gaining trust of individuals, leading diverse teams and winning customer satisfaction. Superb command of project management, client conflict resolution, and business management.
Overview
17
17
years of professional experience
Work History
Vendor Account Manager II
Safeguard Properties
10.2023 - Current
- In this role responsible for the vendors that cover the areas that I handle
- This includes answering any questions that they may have about work orders they are assigned
- Reaching out to client representatives with any questions about approvals and what work can be done within the client parameters
- Reviewing photos for the work that was completed to make sure that it was done per the approvals and correct
- Reach out daily to the vendors to make sure the work is on track to be completed by the client due dates
- Work with reports daily in excel, communicate heavily daily via email with outlook and inbound/outbound calls.
- Collaborated with the finance team to ensure accurate and timely vendor payments, strengthening trust between the company and its partners.
- Managed budget allocation for vendor accounts, prioritizing resources for maximum return on investment.
Client Relation Manager
Concorde Inc
03.2020 - 09.2023
- In this role, I was the primary contact point for the clients we served and the other teams within the company
- I communicated with leads or owners of the companies to maintain their profiles in our system and help them utilize all the services in the contract
- Help deal with any issues or concerns that they may have
- Handling client onboarding process from the start of the agreement to getting their information built into our systems, any data transfers, and training their employees to use our system
- The day-to-day would be to answer client questions navigating any of our systems, help maintain their driver files, and answer any compliance questions
- I also managed a team of 10 employees
- I collected their workloads and implemented a system to track frequently asked questions to get guides and templates to help my team members and clients we serviced
- I also went to client meetings to see the needs and worked with the IT and leadership teams to help develop new processes and software to make tasks smoother and more automated.
- Enhanced client satisfaction by consistently addressing and resolving concerns in a timely manner.
- Actively participated in networking events within industry circles in order to establish new connections as well as strengthen existing relationships.
Sale Coordinator Supervisor
Arbor Material and Handling
08.2018 - 02.2020
- In this role I worked directly with our sales team, vendors, and customers on a daily basis to confirm orders, placed them correctly into the ordering system, confirm delivery dates and then setup instillation dates to confirm completion of installs
- While here we looked at the process of the workflows and where their was room to improve by mapping and making thing automated where they could be to help flow better and save time to focus on other things
- Help to set up a SharePoint to move files from paper files to digital for better file keeping and visibility within the company when questions are asked
- Also handled the monthly billing and worked closely with the accounting team to resolve invoices when needed.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Entered data, generated reports, and produced tracking documents.
Customer Service Representative II
Cenlar FSB
11.2017 - 07.2018
- Worked with customers how had questions on the mortgages
- Handled on average 70 customer interactions per day
- This could be from helping answering basic questions on taxes or about home owner insurance
- Also handled payments and claim injuries
- If their was not a conclusion by the end of the call I would not the file and refer it to the correct team to the follow up with the customer to help resolve the issue
- If there was a services that they were not signed up for I would offer additional services were needed
- Demonstrated consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations by being patient, and by showing empathy.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Branch Manager
OneMain Financial
02.2016 - 07.2018
- Managed a team of five employees and helped train and improve the customer experience and lower the number of negative feed back by 50%
- Conducted weekly one-on-one meetings with employees to provide performance evaluations, resolve issues and answer questions
- This lead to achieve branch goal and exceeding revenue targets by 20% while managing loan delinquencies down by 8% each month
- This improved the cross selling of other products that were offered for insurances on the loans that we offered
- Some additional responsibility handle all title work and insurance through Dealer Track and our network of dealers to ensure all auto titles and liens were complete
- Review the credit reports and income to do the first look of underwriting for the loan approval.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
Account Specialist
Mariner Fiance
01.2015 - 02.2016
- Work with the customers to answer questions on loan offers that they may have received and walk them through the application process and gather documents needed for the underwriting process
- Once the loan was approved walked the customer through the closing process and the terms of the loan
- Help make calls on past due accounts to help get them up to date.
- Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
- Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
Customer Care Representative
The CEI Group
02.2007 - 04.2014
- Worked as the first point of contact for large fleet customers across the United States, Canada, and Puerto Rico
- Completed First Notice of Loss, assigned repair shop and arranged rental vehicles for fleet drivers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
Education
General Studies -
St. Hubert High School
Philadelphia, PA06.1998
Skills
- Customer Service
- Team Leadership
- Microsoft Excel
- Time Management
- Active listening
- Self Starter
- Relationship Management
- Strategic negotiation
Timeline
Vendor Account Manager II
Safeguard Properties
10.2023 - Current
Client Relation Manager
Concorde Inc
03.2020 - 09.2023
Sale Coordinator Supervisor
Arbor Material and Handling
08.2018 - 02.2020
Customer Service Representative II
Cenlar FSB
11.2017 - 07.2018
Branch Manager
OneMain Financial
02.2016 - 07.2018
Account Specialist
Mariner Fiance
01.2015 - 02.2016
Customer Care Representative
The CEI Group
02.2007 - 04.2014
General Studies -
St. Hubert High School
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