Rosalind Purchas
Chicago,Illinois
Summary
Results-oriented Client Relationship Manager dedicated to delivering exceptional service and continuously enhancing the client experience. Skilled in conflict resolution and thriving in fast-paced environments. Collaborative team player with a talent for building and nurturing lasting client relationships. Optimistic attitude and performance-driven approach consistently yield successful outcomes in any professional setting.
Overview
14
14
years of professional experience
Work History
Client Relationship Manager
CREDENTIALS SOLUTIONS/PARCHMENT
09.2018 - Current
- Manages relations with institutions that include both high school and higher education
- Convey solutions to client institutions by delivering verbal and written communication after investigating technical and/or operational issues
- Addresses institutions' inquiries, and coordinates with the IT team and Developers to seek resolutions
- Works with Account Executives, Sales team, and Business Analysts to ensure all changes are implemented successfully and institutions' expectations are met with desired results
- Exceeds department goals and collaborates with my team to assist over 150 institutions
- Train Registrar's office staff at institutions on how to navigate and process students' requests for their credentials once upgraded to a new platform
- Provide reports to institutions when requested using both Excel spreadsheets and our internal report feature
Customer Service Supervisor
CREDENTIALS SOLUTIONS
04.2013 - 09.2018
- Supervised a team of 15 customer service representatives
- Responsible for assisting customer service representatives with escalated issues regarding students' transcript requests, parking, and diploma orders
- Maintains close communication with Client Relationship Managers and client schools to ensure students' issues are resolved in a timely manner
- Responsible for the interviewing, hiring, and training of qualified customer service representatives
- Performs monthly productivity reviews and annual performance appraisals
- Communicates performance goals and ways to improve efficiency with staff
- Monitors representative's phone calls and message responses by performing a monthly Quality Assurance
- Responsible for ensuring that staff follows company policies and procedures
- Assumes managerial responsibilities in the absence of the department manager
Client Service Representative
QUEST DIAGNOSTICS
10.2012 - 04.2013
- Handled customer inquiries by phone regarding verbal reporting of results and concerns about service failures
- Reported laboratory results to clients using established protocols
- Contacted clients to resolve routine matters related to patient testing and result reporting
- Documented call history and reporting in the patient's file and maintain records while following HIPAA guidelines
Customer Service Representative
CREDENTIALS SOLUTIONS
07.2012 - 10.2012
- Responsible for handling incoming phone calls, messages, and compliance documents
- Answered inquiries regarding the status of orders as well as products and services
- Placed outbound calls providing status updates and/or resolution
- Handled student information securely in order to follow the Family Educational Rights and Privacy Act
Client Executive Representative
LIFE WATCH CORPORATION
01.2011 - 04.2012
- Assisted in revenue generations for the company by supporting the Account Sales Managers and the territories assigned
- Maintained existing business, ran deficiency reports daily, explained insurance benefits, explained patients' financial obligations, and contacted patients to ship cardiac devices
- Collected and entered patient information, so that claims were generated promptly and efficiently
- Contacted insurance companies via phone to verify patient benefits and eligibility
Education
Some college coursework -
Triton College
River Grove, IllinoisSkills
- Business growth strategies
- Relationship building and management
- Customer engagement
- Client needs assessment
- Conflict resolution skills
- Problem-solving aptitude
- Client service-driven
- Customer relations
- Salesforce
Timeline
Client Relationship Manager
CREDENTIALS SOLUTIONS/PARCHMENT
09.2018 - Current
Customer Service Supervisor
CREDENTIALS SOLUTIONS
04.2013 - 09.2018
Client Service Representative
QUEST DIAGNOSTICS
10.2012 - 04.2013
Customer Service Representative
CREDENTIALS SOLUTIONS
07.2012 - 10.2012
Client Executive Representative
LIFE WATCH CORPORATION
01.2011 - 04.2012
Some college coursework -
Triton College