Morgan Nelson
Harrison,AR
Summary
Talented business and customer relations professional with self-directed nature and analytical problem-solving abilities. Excellent project management, communication and planning abilities.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Client Service Specialist
Bank OZK
07.2024 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided knowledgeable service and support for all customer needs.
- Accepted and processed payments, updated accounts and issued receipts.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
Outsourcing Associate
FORVIS
08.2022 - 05.2024
- Analyzed customer data to identify trends and anticipate customer needs.
- Monitored customers for signs of security concerns and escalated issues to management.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Collaborated with teams to define, strategize, and implement marketing and web strategies.
- Gathered, organized and input information into digital database.
- Monitored clients' financial situation by tracking changes in wealth and life circumstances, analyzing financial plan results and identifying and evaluating new financial strategies.
- Reviewed client accounts and plans to determine life changes, economic changes or financial performance.
- Marketed services by asking for referrals from current clients, meeting prospects at community functions and presenting financial planning seminars.
- Tracked funds, prepared deposits and reconciled accounts.
- Cooperated with senior leaders to create operating budgets and initiate financial planning.
- Identified legal tax savings and recommended ways to improve profits.
- Reviewed accounts, resolved coding areas, and tracked recurring expenses for accrual entry.
- Diminished outstanding debts by analyzing accounts for issues.
- Maintained integrity of general ledger and chart of accounts.
- Prepared working papers, reports and supporting documentation for audit findings.
- Trained new employees on accounting principles and company procedures.
- Collected and reported monthly expense variances and explanations.
- Initiated comprehensive account assessments to check viability, stability, and profitability of business operations.
Front Desk Clerk
Washington Regional Medical Center
02.2022 - 08.2022
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Managed multiple tasks and met time-sensitive deadlines.
- Resolved customer problems and complaints.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Answered central telephone system and directed calls accordingly.
- Maintained confidentiality of information regarding clients and company.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Corresponded with clients through email, telephone, or postal mail.
- Confirmed appointments, communicated with clients, and updated client records.
- Handled cash transactions and maintained sales and payments records accurately.
- Assisted with onboarding new clients and securing paperwork completion.
- Maintained visitor log for entering and leaving facility for security purposes.
- Organized, maintained and updated information in computer databases.
- Helped office staff prepare reports and presentations for internal or client-related use.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Compiled information from files and research to satisfy information requests.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
- Sorted, received, and distributed mail correspondence between departments and personnel.
Zone Leader
Dillard's, Inc.
08.2021 - 02.2022
- Set up sales floor, developed department procedures and implemented company policies to maximize cosmetics sales.
- Coached cosmetics sales team on promotions and events to increase marketing effectiveness and boost sales of critical merchandise.
- Maintained accurate inventory and sales records for department.
- Trained cosmetics personnel in sales techniques and product line to improve recommendations and increase upselling for department.
- Managed team of 35 associates in cosmetics department to achieve and maintain highest standards of customer service.
- Collaborated with human resources team to provide full coverage for department and create equitable schedules for cosmetics personnel.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Developed detailed plans based on broad guidance and direction.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Managed senior-level personnel working in marketing and sales capacities.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
First assistant manager
Maurices
10.2016 - 08.2021
- Created staff schedules, approved requested time off and updated reports.
- Managed team workload to reach production targets.
- Served as floating manager-on-duty, MOD, to cover shift shortage.
- Recruited and hired talented individuals bringing depth and experience to organization.
- Built relationships with team members to encourage willingness to address concerns and issues.
- Increased sales revenue by 15 % each quarter.
- Completed monthly and quarterly sales reports for senior management.
- Delegated daily tasks, addressed employee questions and resolved scheduling issues.
- Mentored employees to help improve skills and enable team members to become peak performers on job.
- Assisted with general maintenance of store to keep environment perpetually clean and presentable.
- Reduced customer issues with introduction of surveys and questionnaires.
- Supervised payroll corrections for accuracy and duplications.
- Supervised 25 co-workers.
- Worked with customer service representatives to handle escalated customer issues.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Answered product questions and assisted customers in selection and checkout.
- Supervised associates by providing direction and instruction for stocking shelves, rotating stock, and receiving deliveries.
- Conducted inventory analysis to determine optimal stock levels.
- Answered questions about store policies and addressed customer concerns.
- Worked with store management to implement company safety programs and awareness, reducing workers' compensation costs.
- Developed marketing strategies by creating and implementing plans to promote store, attract new customers and increase sales.
- Educated and trained staff to equip with knowledge about products, customer service and store policies.
- Supervised daily operations by directing customer service, inventory and sales operations.
- Boosted sales by effectively cultivating customer rapport and delivering superior customer service.
- Managed supply chain by ordering products from suppliers, negotiating prices and requiring on-time delivery.
Education
High School Diploma -
Valley Springs High School
Valley Springs, AR01.2012
Skills
- Business Administration
- Operations Management
- Strategic Planning
- Business Development
- Staff Development
- Team Leadership
- Business Planning
- Data Entry
- Product Knowledge
- Complaint resolution
- Microsoft Excel
- Follow-up skills
- Microsoft Office Suite
Certification
- MBA 101, 03/01/17, Present, Maurices Business Achievement Certification, this is an associate level training. Meaning I have passed all test and met qualifications knowing and understanding the basics of Maurices and our business.
- MBA 201, 04/01/18, Present, Maurices Business Achievement Certification, this is a Bachelor level certificate meaning I am able to understand all operational procedures and can train new associates. It also shows that I have a understanding of our numbers and can make a sales plan and execute it as well.
- MBA 301, 11/01/18, Present, Maurices Business Achievement, this is the final certificate and level of training you may receive. This is also the Masters level certificate. Once you have received this you have received all training required to be promoted to Store Manager.
Additional Information
Skills
Microsoft Management
Sales Marketing
Customer service People skills
Event planning Time management
Leadership Team work
Team leadership Training
Organization
Community out reach
Relocation
- Harrison, AR
- Branson, MO
- Springfield, MO
Assessments
- Protecting patient privacy, Proficient, 05/01/24, Understanding privacy rules and regulations associated with patient records
- General manager (hospitality), Proficient, 01/01/22, Solving group scheduling problems and reading and interpreting P&L statements
- Sales skills, Proficient, 06/01/22, Influencing and negotiating with customers
- Attention to detail, Proficient, 06/01/21, Identifying differences in materials, following instructions, and detecting details among distracting information
- Supervisory skills: Motivating & assessing employees, Proficient, 01/01/22, Motivating others to achieve objectives and identifying improvements or corrective actions
- Work motivation, Proficient, 02/01/21, Level of motivation and discipline applied toward work
- Attention to detail, Proficient, 05/01/24, Identifying differences in materials, following instructions, and detecting details among distracting information
- Management & leadership skills: Impact & influence, Proficient, 01/01/22, Choosing the most effective strategy to inspire and influence others to meet business objectives
- Medical billing, Proficient, 05/01/24, Understanding the procedures and forms used for medical billing
- Office manager, Proficient, 10/01/20, Scheduling and budgeting
- Legal skills, Proficient, 05/01/24, Supporting legal procedures, preparing documents, doing research, and collecting client information in a legal setting
Personal Information
Title: Outsourcing Associate
Timeline
Client Service Specialist
Bank OZK
07.2024 - Current
Outsourcing Associate
FORVIS
08.2022 - 05.2024
Front Desk Clerk
Washington Regional Medical Center
02.2022 - 08.2022
Zone Leader
Dillard's, Inc.
08.2021 - 02.2022
First assistant manager
Maurices
10.2016 - 08.2021
High School Diploma -
Valley Springs High School
- MBA 101, 03/01/17, Present, Maurices Business Achievement Certification, this is an associate level training. Meaning I have passed all test and met qualifications knowing and understanding the basics of Maurices and our business.
- MBA 201, 04/01/18, Present, Maurices Business Achievement Certification, this is a Bachelor level certificate meaning I am able to understand all operational procedures and can train new associates. It also shows that I have a understanding of our numbers and can make a sales plan and execute it as well.
- MBA 301, 11/01/18, Present, Maurices Business Achievement, this is the final certificate and level of training you may receive. This is also the Masters level certificate. Once you have received this you have received all training required to be promoted to Store Manager.
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