Rita Manning

• Key support to the Director of Operations by overseeing critical functions and initiatives to enhance organizational efficiency and effectiveness.
• Partnered with Account Managers to refine their day-to-day management of work orders, sharpen skills, and drive customer satisfaction, contributing to sustained business growth.
• Collaborated with the Sales team to seamlessly onboard and integrate new clients while nurturing and expanding relationships with existing clients to foster loyalty and retention.
• Designed, implemented, and conducted comprehensive training programs for newly hired Account Managers, both individually and in group settings, to ensure a thorough understanding of company processes, systems, and expectations.
• Created refresher training programs to equip seasoned employees with a deep understanding of operational fundamentals, ensuring accurate and efficient job execution from start to finish is being upheld and understood.
• Demonstrated leadership by taking ownership of team performance, resolving complex challenges, and delivering innovative, results-driven solutions to problems without clear precedents.
• Played a pivotal role in aligning team efforts with organizational objectives, championing process improvement, and enhancing overall client satisfaction through proactive management and strategic foresight.

Client Care Coordinator

• Served as the primary point of contact, fostering long-term relationships with clients while ensuring their ongoing satisfaction and loyalty.
• Delivered exceptional customer support via email, phone, online presentations, screen-sharing, and in-person meetings, tailoring solutions to individual needs.
• Developed trusted advisor relationships with key accounts, consistently aligning business solutions with client goals and objectives.
• Ensured the timely and successful delivery of services, meeting Service Level Agreements (SLAs), staying within budget, and addressing customer needs proactively.
• Communicated the progress of monthly and quarterly initiatives clearly to internal teams and external stakeholders, maintaining transparency and alignment.
• Monitored, forecasted, and tracked key account metrics, identifying opportunities to optimize processes and enhance client outcomes.
• Stayed current on industry trends by participating in educational opportunities, reading professional publications, maintaining networks, and engaging with professional organizations.
• Enhanced organizational reputation by proactively addressing new and unique client requests, delivering value-added services, and exploring opportunities for continuous improvement.
• Maintained a high standard of client service by managing day-to-day interactions, resolving issues promptly, and ensuring client satisfaction at every touchpoint.

• Specialized in selling bundled home and auto insurance products to meet client needs.
• Proactively contacted potential clients through networking, cold calling, and referrals, building strong relationships and rapport.
• Assessed the needs and preferences of business and individual clients to recommend suitable protection plans.
• Gathered and analyzed client risk profiles to identify the most appropriate insurance solutions, ensuring comprehensive coverage and customer satisfaction.

Inbound/Outbound Sales Specialist

• Handled inbound and outbound calls to sell and schedule appointments for home improvement services.
• Consistently surpassed company expectations, achieving a top-25 ranking out of 300 employees.
• Recognized with the "Inbound Appointment Specialist of the Year" award in 2008 and multiple accolades for exceeding company goals in call-to-sale conversion rates.

Manager on Duty (M.O.D.)

• Supervised and supported new hires and tenured employees by providing guidance on product knowledge, system operations, and appointment scheduling.
• Managed escalations from associates and external customers, resolving issues promptly and professionally.
• Acted as a liaison with the Resource Management Team (RMT) to communicate approvals for time off and extra hours.

Market Coordinator

• Led a team of five in collaboration with the immediate manager to achieve success in maintaining field appointments and fostering customer relationships.
• Focused on operational efficiency, resulting in the team being awarded "King of the Hill" for top sales, conversion rates, and call quality.

Floor Coach

• Assisted in employee development through coaching to improve call quality and overall performance.
• Conducted daily shadowing sessions with appointment specialists on live calls to provide real-time support and motivation.
• Delivered constructive feedback in one-on-one sessions, focusing on enhancing quality assurance (QA) metrics and improving performance.

• Took orders and prepared food
• Kept areas clean using chemicals, kept organized
• Handled Money and helped with inventory
• Very quick and efficient serving customers and handling food