Michelle Mazyck
Fairburn,GA
Summary
Well-rounded Project Management Consultant experienced in distilling information, refining workflow, and clarifying schedules to maximize project success. Excellent skills in facilitating communication, managing project hours and planning jobs. Resourceful Account Manager with excellent client oversight, issue resolution, and relationship-building expertise. Maximized repeat business opportunities and utilized proven prospecting techniques to expand client base. High-level sales cycle knowledge and strong collaborative skills leading to optimum outcomes.
Overview
18
18
years of professional experience
Work History
Account Manager
Fulfillment Strategies International
08.2021 - Current
- Successfully resolve escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Streamline internal processes for better efficiency in account management tasks.
- Conduct regular account reviews to identify areas for improvement and ensure continued success.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Recorded accurate and efficient records in customer database.
Workforce Management Analyst
Broad-path
Phoenix, Arizona
08.2020 - 08.2021
- Provided daily oversight and support to the business unit and facilitates training on systems and processes for a team
- Monitored Workforce Analysts' queue management and agent skill change recommendations
- Took proactive measures to meet call volume demands within the queue management system
- Monitored daily service levels, productivity, and adherence to alerting management of negative performances
- Recognized abnormal call variances, research, and report findings to the Workforce Management Team
- Broadcast service level statistical queue performances to senior management
Census Enumerator
U.S. Department of Commerce
08.2020 - 09.2020
- Responsible for conducting census interviews with previous direct refusals.
- Measured accuracy of information of previous interviews taken.
- Maintained strict confidentiality with sensitive personal information, ensuring compliance with federal regulations.
- Maintained and submitted records of hours worked, miles driven and expenses incurred to facilitate accurate reporting measures.
- Utilized strong communication skills for navigating language barriers and cultural differences among respondents.
Administrative Manager
Academy at Harvest Rain
09.2018 - 12.2019
- Managed a program budget of $150K - Developed reports, adhered to federal guidelines and policies, and approved and monitored spending.
- Managed sensitive information discreetly, ensuring proper storage and disposal practices were followed at all times to maintain confidentiality compliance standards.
- Nurtured a positive work environment by addressing employee concerns promptly and fairly, fostering open communication channels between staff members at all levels .
- Oversaw office and school inventory activities by ordering and requisitions.
- Met department budgets by monitoring and reporting on school expenses.
Workforce Management Resource Intraday
Essendant Inc.
Atlanta, GA
01.2007 - 08.2018
- Supported IT application development, application support, system integration and system administration projects.
- Reduced abandon rates by 40% in less than six months, which contributed over $1.2M to the Company's bottom line
- Collaborated with cross-functional teams to resolve workforce issues and enhance overall productivity.
- Maximized HR efficiencies and maintained compliance with operational functions by performing background investigations, employment interviews, requisition posting, budgeting, statistical reporting, confidential document control and protocol development
- Improved workflow efficiency 29% for call center staff of 150+ team members by implementing and configuring Workforce Management and QA Software including Avaya CMS, Genesys and Verint
Major Account Manager
Essendant Inc.
01.2007 - 08.2018
- Conducted customer assessments by interviewing stakeholders to understand business practices, processes, and systems while providing excellent customer service.
- Exceeded annual sales targets through diligent pipeline management and strategic planning efforts.
- Increased annual sales volume by over 200% by developing and maintaining multiple account strategies in CRM within each assigned account
- Facilitated executive business reviews quarterly to establish deeper relationships with account holders by discovering and solving pertinent issues
Invoice / Returns Analyst
Essendant Inc.
01.2007 - 08.2018
- Reviewed credit and debit requests for accuracy to ensure corporate and SOX compliance
- Assisted in streamlining the returns process by contributing to the implementation of new policies and procedures resulting in reduced processing time.
- Investigated, denied, or approved return requests submitted through the Client Dashboard
Customer Relations Specialist
Essendant Inc.
01.2007 - 08.2018
- Resolved service problems by clarifying the customers’ complaints; determining the cause of the problem; selecting and explaining the best solution; expediting corrections or adjustments; following up to ensure resolutions.
- Achieve quality assurance by contributing information root cause analysis through our customer feedback survey results.
- Created monthly and quarterly reports on customer satisfaction for senior management
Education
Master of Science - Management, Project Management
Strayer University
Washington, DC07-2016
Bachelor of Science - Business Administration, Management
Strayer University
Washington, DC04-2013
Skills
- Account Management
- Business Requirements Gathering
- Project Management & Organization
- Budgeting Administration
- Customer Relationship Management (CRM)
- Strategic Account Planning
- Cross-Functional Collaboration
- Territory Management
Timeline
Account Manager
Fulfillment Strategies International
08.2021 - Current
Workforce Management Analyst
Broad-path
08.2020 - 08.2021
Census Enumerator
U.S. Department of Commerce
08.2020 - 09.2020
Administrative Manager
Academy at Harvest Rain
09.2018 - 12.2019
Workforce Management Resource Intraday
Essendant Inc.
01.2007 - 08.2018
Major Account Manager
Essendant Inc.
01.2007 - 08.2018
Invoice / Returns Analyst
Essendant Inc.
01.2007 - 08.2018
Customer Relations Specialist
Essendant Inc.
01.2007 - 08.2018
Master of Science - Management, Project Management
Strayer University
Bachelor of Science - Business Administration, Management
Strayer University
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