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
10
10
years of professional experience
Work History
Vendor Account Manager II
Safeguard Properties
Columbus, OH
10.2023 - Current
- Oversee the selection and performance of vendors within my jurisdiction
- Ensured effective communication by addressing all questions about assigned work orders
- Contacted client representatives to clarify approval queries and ascertain project feasibility within client guidelines
- Conducted comprehensive photo assessment to guarantee adherence to authorized specifications and approvals.
- Maintain consistent communication with vendors to track progress and adhere to client due dates
- Managed and analyzed reports in excel as a part of daily responsibilities, alongside frequent email communication via Outlook and regular handling of inbound/outbound calls.
- Strengthened trust between company and partners through collaboration with finance team on accurate and timely vendor payments.
- Implemented strategic budget management for vendor accounts, driving higher ROI through resource prioritization.
Client Relation Manager
Concorde Inc
Philadelphia, PA
03.2020 - 09.2023
- Served as the main liaison between clients and cross-functional teams
- Facilitated effective communication with leads and owners, ensuring accurate maintenance of company profiles in the system and optimization of contracted services
- Served as a reliable point of contact for problem resolution
- Managed end-to-end client onboarding process, including agreement initiation, data integration into our systems, and employee training on system usage.
- Expertly handled client inquiries regarding our systems, driver files, and compliance requirements
- Demonstrated leadership skills by overseeing a team of 10 employees
- Enhanced team productivity by implementing a robust workload tracking system, along with a centralized database of frequently asked questions, guidebooks, and templates to assist both colleagues and clients.
- Contributed to client meetings for needs assessment while working closely with IT and leadership teams in implementing efficient processes and automated software solutions.
- Consistently addressed and resolved client concerns in a timely manner, enhancing overall client satisfaction.
- Proactively participated in professional networking events to build valuable industry connections and cultivate existing relationships.
- Conducted regular meetings with clients to discuss their needs, concerns, and expectations.
Senior Sales Coordinator
Arbor Material and Handling
Willow Grove, PA
08.2018 - 02.2020
- Managed communication between sales team, vendors, and customers to verify orders were accurately placed in the ordering system and coordinated installation schedules to guarantee successful project completion.
- Maximized time allocation by identifying opportunities for automation within workflows, leading to enhanced workflow effectiveness and increased capacity.
- Streamlined paper-to-digital transition resulting in more organized and transparent files
- Responsible for handling monthly billing and resolving invoices in collaboration with the accounting department.
- Enhanced team productivity through consistent communication and progress updates, fostering collaboration.
- Entered data, generated reports, and produced tracking documents.
Customer Service Supervisor
Cenlar FSB
Ewing, NJ
11.2017 - 07.2018
- Provided mortgage-related customer support
- Managed an average of 70 daily customer interactions
- Provided guidance on tax-related concerns and home owner insurance queries
- Managed payment transactions and insurance claims
- Facilitated issue resolution by forwarding pending cases to the designated team for prompt customer follow-up.
- Offered additional services where needed for customers who were not signed up for certain services.
- Consistently displayed a positive attitude towards customers, peers, and other personnel in high-stress situations.
- 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.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
Branch Manager
OneMain Financial
Philadelphia, PA
02.2016 - 07.2018
- Successfully managed a team of five employees, resulting in a 50% reduction in negative feedback while improving the overall customer experience.
- Offered performance evaluations, issue resolution, and support during weekly meetings with employees.
- Consistently exceeded revenue targets and achieved branch goal by 20%, demonstrating exceptional management skills in reducing loan delinquencies by 8% per month
- Increased profitability through improved cross selling of insurance on loans
- Managed title work and insurance for auto sales, ensuring completion of all titles and liens through Dealer Track and our dealer network.
- Performed underwriting first look by reviewing credit reports and income to facilitate loan approval.
- Exceeded objectives by constantly monitoring branch performance against key performance indicators and taking necessary corrective actions.
- Facilitated smooth and professional communication with customers.
- Provided guidance and support to team members regarding problem resolution and customer service issues.
- Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
Senior Account Manager
Mariner Fiance
Philadelphia, PA
01.2015 - 02.2016
- Provided customer support by addressing inquiries regarding loan offers and guiding applicants through the application process while ensuring necessary documentation is collected for underwriting.
- Assisted with customer consultation during loan approval stages and explained the closing procedure alongside loan requirements.
- Aided in the improvement of overdue accounts through proactive phone communication.
- Consistently achieved high levels of client satisfaction by promptly resolving billing disputes and addressing account-related concerns.
- Achieved higher levels of client satisfaction by promptly addressing and resolving account issues while delivering exceptional customer service.
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
Senior Sales Coordinator
Arbor Material and Handling
08.2018 - 02.2020
Customer Service Supervisor
Cenlar FSB
11.2017 - 07.2018
Branch Manager
OneMain Financial
02.2016 - 07.2018
Senior Account Manager
Mariner Fiance
01.2015 - 02.2016
General Studies -
St. Hubert High School
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