PATRICIA PALMA

• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Established and developed highly-efficient and dependable administrative team by delivering ongoing coaching and motivation while providing opportunities for career acceleration through achievements.
• Provided expert clerical support to over 15 internal staff and management by answering phone calls, copying records, preparing deliveries and organizing incoming and outgoing correspondence.
• Aggregated and analyzed historical data related to administrative costs to prepare quarterly budgets for corporate-level management.
• Consulted with company management to assess requirements and develop operational enhancements to streamline processes and increase team performance.
• Managed supervisor itinerary and appointments and streamlined scheduling procedures.
• Administered CRM and company database, including troubleshooting, maintenance, updates and reports generation.
• Enhanced collaboration between team members by preparing meeting materials and taking clear notes to distribute to stakeholders.
• Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
  
• Optimized organizational systems for payment collections, accounts payable/receivable, deposits and record-keeper.
• Oversaw office accounting functions such as AP/AR and payroll to keep finances accurate and current.
• Interacted with customers professionally by phone, email or in-person to provide information and direct to desired staff members.
• Kept physical files and digitized records organized for easy updating and retrieval by any team member with access.
• Hired, managed, developed and trained staff, developed and monitored goals, conducted performance reviews and administered salaries for staff.
• Integrated logistic systems into company processes to improve operations and manage work orders and price changes.
• Coordinated and maintained impressive office organization to keep facilities efficient, organized and professional.
• Initiated timely project management within budget constraints for multi-faceted problems concerning executive leaders.
• Communicated corporate objectives across all divisions through regular correspondence and scheduled follow-up.
• Improved office operations by automating client correspondence, record tracking and data communications.
• Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
• Received, screened and routed incoming calls.
• Verified 10 employees time cards to accurately and efficiently prepare payroll.
• Provided complete meeting support including preparing materials and taking notes.
• Streamlined office operations by computerizing activities, managing customer communications, scheduling payments and tracking records and documents.
• Compared vendor prices to ensure optimal savings.
• Developed value-added solutions and approaches by leveraging trends in customer marketplaces and industries.
• Created effective strategies to target new markets after researching and analyzing competitor behavior.
• Improved sales processes to streamline customer acquisition and onboarding strategies.
• Developed strategic and impactful relationships with key suppliers and clients to foster profitable business initiatives.

Government Relations

• Cultivated close working relationships with municipalities to achieve the adoption of PACE in local communities.
• Visited areas hard hit by Hurricane IRMA and met with local officials and residents to offer a Financial platform that allows homeowners to complete wind mitigated projects to their homes where homeowner insurance would not fully cover damage done to homes.
• Aide in negotiations of contracts needed for municipality approval and agency approval.
• Implimitaded regulations needed by municipality.

Operations Manager

• Established and maintained current vendor partnerships.
• Established procedures and practices for company.
• Identified revenue loss and income possibilities.
• Incorporated new changes to company procedures as well as implementated new workflow strategies.

Customer Service Manager

• Facilitated inter-departmental communication to effectively provide customer support.
• Trained staff on operating procedures and company services.
• Identified individual development needs with appropriate training.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Resolved associate, tool and service delivery issues revealed by statistical reports.
• Effective liaison between customers and internal departments.
• Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
• Maintained up-to-date knowledge of product and service changes.

• Assisted underwriting department in review of program applications.
• Assisted in obtaining pertinent documentation to process program applications.
• Communication with contractors in underwriting decisions.
• Communication and planning on inner departmental procedures.

• Presentation of company products and services · Field underwriting of insurance polices · Production of individual insurance polices in whole Life, Universal Life, Annuities, Long term care, Medicare supplements, Retirement planning · Maintenance of individual policies.
• FL215.

• Established project control procedures such as project forecasts and cash flow projections for each contracting account.
• Established and maintained 100+ Contractor partnerships.
• Added $2million in additional monthly revenue.
• Management in sales and growth of individual contracting accounts.
• Assurance of proper training and use of program.
• Management of payment to contractors.
• Aided in municipal development Compliance Management of accounts.
• Risk and control analysis of contracting companies.
• Insure growth of program through assisted sales procedure for each contracting company, by intertwining program as primary financing source.
• Insured growth of contracting companies by deliverance of weekly reports reflecting cash flow from program to each individual contracting company.

• Development of contractors in knowledge of products.
• Training in energy efficient requirements Training in price / product comparison Development of products and "Ease of Use" of technology Complete and ultimate support from beginning / middle/ end use of program.

• Supervised call center employees ensuring that daily SLA\'s are met / maintained / exceeded company enforced quota.
• Supervised quality of information / repayment / fees / processes.
• Assured customer satisfaction of company technology.
• Supervised a team of 20-30associates.

• Management of customer service department Quality Control of department floor Management / enforcement of company procedures Employee scheduling Marketing Development Strategic in new marketing developments Deployment of online markets Advertisement development Product Training Training of new products to employees and customers Aided in development of product Cross departmental training in product sales and department operations.