Princess Reid
Summary
Productive, results-oriented Account Coordinator committed to providing outstanding customer service and assistance. Willing to lend a hand at any time and complete tasks with enthusiasm. Engaging and personable to improve quality control and provide dedicated service to clients. A self-starter with acute attention to detail and the ability to prioritize and align with project and organizational goals.
Overview
18
18
years of professional experience
Work History
Account Coordinator
ICF
12.2022 - Current
- Evaluation and monitoring of process quality to ensure client and customer expectations are consistently met.
- Monitor project application pipeline and coordinate activities and processes to maximize the customer experience, performance metrics, timely rebate payments and overall program goals.
- Collaborate with the program implementation team for program changes and new client requirements that have an impact on the customer experience.
QA/QC Inspector
ICF
10.2020 - 12.2022
- Managed and implemented the field and internal verification process for Utility DSM programs to ensure all necessary forms and materials were completed.
- Managed the process of regularly reviewing and updating critical program documentation.
- Aligned the processes and systems with those of the utility client, to ensure high quality program delivery.
Energy Analyst/Account Advocate
ICF
05.2017 - 10.2020
- Provided enhanced customer service to resolve customer complaints and program escalations along with support with administrative related inquiries.
- Maintained contractor enrollment in programs and tracked contractor outreach events.
- Acted as a liaison between contractors, Non-Profit Organizations/Community Action agencies and the processing team.
Processing Agent
Human Capital Staffing
08.2016 - 05.2017
- Processed energy efficiency rebate applications for utility rebate programs.
- Verified supporting documentation that met requirements according to the processing manual.
Data Entry/Keyer
Automated Media Inc
03.2009 - 11.2017
- Input and verify consumer data into computer system to process consumer rebate applications for motor vehicle services.
- Enter alphanumeric data into databases with speed and accuracy using 10-key pad.
- Organized, sorted, and checked input data against original documents.
Customer Service/Telephone Operator
MasterCraft Heating and Cooling
09.2007 - 04.2009
- Connected callers with appropriate department using multi-line phone system.
- Maintain contracts and invoices in filing system.
- Performed data entry operations to update database with customer responses.
- Dispatched technicians, scheduled service appointments and updated scheduling database.
Bank Teller II
LaSalle Bank Midwest
09.2005 - 09.2007
- Receive and pay out money, and maintained accurate records and negotiable instruments involved in financial transactions.
- Answered customer inquiries regarding account balances and transaction history.
- Receive deposits from, count and balance cash in automated teller machines and night depository.
- Counted, verified and handled bank deposits and armored car transactions.
Education
Legal Administrative Assistant Certificate - Legal Administration
The Academy of Court Reporting
Clawson, MI06.2008
Skills
- Excellent Communication and Customer Service Abilities
- Strong Analytical, Problem-Solving and Decision-Making Capabilities
- Data Entry and Accuracy
- Meticulous Attention to Detail
- Quality Control and Assurance
- Money Handling
- Ability to Adapt and Manage Multiple Priorities
- Strong Commitment to Team Environment Dynamics
Timeline
Account Coordinator
ICF
12.2022 - Current
QA/QC Inspector
ICF
10.2020 - 12.2022
Energy Analyst/Account Advocate
ICF
05.2017 - 10.2020
Processing Agent
Human Capital Staffing
08.2016 - 05.2017
Data Entry/Keyer
Automated Media Inc
03.2009 - 11.2017
Customer Service/Telephone Operator
MasterCraft Heating and Cooling
09.2007 - 04.2009
Bank Teller II
LaSalle Bank Midwest
09.2005 - 09.2007
Legal Administrative Assistant Certificate - Legal Administration
The Academy of Court Reporting
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