Rose-Marie Champagne
Fort Lauderdale
Summary
Professional in client relationship management with track record of enhancing customer satisfaction. Skilled in strategic planning and execution, resulting in improved customer engagement and loyalty. Reliable team collaborator, known for adapting to dynamic environments and achieving consistent results.
Overview
12
12
years of professional experience
Work History
Platinum Customer Representative
Amercian Express
02.2022 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
- Streamlined communication channels for improved customer service response times and overall efficiency.
- Collaborated with team members to create a positive work environment, resulting in higher employee retention rates.
- Cultivated lasting relationships with clients by providing personalized solutions to their needs and concerns.
- Adhered to company policies, procedures and system documentation requirements.
- Troubleshot and resolved customer complaints and issues.
- Collaborated and maintained communications with sales representatives on customer-related Issues
- Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Retained dissatisfied customers by offering empathetic listening skills followed by effective problem-solving approaches tailored to each individual case.
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
Accountant
Quantum Studio Pro
02.2020 - 11.2022
- Increased efficiency by streamlining accounting processes and implementing new financial software.
- Improved financial reporting accuracy through meticulous data analysis and reconciliation efforts.
- Assisted in reducing outstanding accounts receivable balances by diligently following up on overdue invoices.
- Reduced expenses by negotiating with vendors for better pricing and terms on services and supplies.
- Enhanced financial accuracy by assisting with the preparation of monthly financial statements and reports.
- Processed payroll accurately and on-time, ensuring employee satisfaction and adherence to labor laws.
- Collaborated with accounting team members to complete projects efficiently and meet deadlines consistently.
- Facilitated communication between finance department and other departments for smooth cross-functional operations.
- Prepared detailed journal entries as needed, supporting accurate record-keeping initiatives.
- Helped prepare month-end, quarterly and year-end closings.
Group Administrator
Norwegian Cruise Line
05.2019 - 01.2022
- Managed entire accounting cycle, including gathering information, preparing documents, finalizing reports and closing books.
- Documented all cash, credit, fixed assets, accrued expenses and line of credit transactions.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Facilitated cross-departmental collaboration, resulting in increased efficiency and timely project completion.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Managed benefits administration to ensure accuracy, compliance, and cost-effectiveness.
- Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
- Ensured timely completion of projects with diligent task prioritization, delegation, and followup.
- Strengthened relationships with vendors to negotiate favorable contract terms that benefited the organization financially.
- Served as a liaison between departments, fostering open communication channels that improved overall organizational function.
Customer Service Specialist
Best Buy
06.2017 - 04.2019
- Provide fast, accurate and friendly processing for all customer transactions at Checkout, Customer Service and Store Pickup while providing velocity solutions to customers.
- Develops strong relationships with customers while becoming a trusted advisor and partner in assisting them in making technology more functional in their lives.
- Partner with other employees to ensure customers' end-to-end needs are met and that no customer is left unserved or underserved.
- Utilizes all relevant sales tools to drive profitable growth and exceed department and individual goals.
- Helps answer questions and resolve customer issues.
- Flex as coverage between Checkout, Store Pickup and Customer Service as necessary.
- Accountable for driving positive NPS results at Checkout, Store Pickup and Customer Service.
- Maintain professional communication with customers and peers while using cross- functional company resources and tools.
- Engage customers using soft skills while solving issues, providing end-to-end solutions with fast and accurate processing of their technology.
- Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
Assistant Manager
Planet Fitness
10.2012 - 11.2015
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Streamlined store operations for increased efficiency, implementing new processes and procedures.
- Developed strong working relationships with staff, fostering a positive work environment.
- Increased sales through effective merchandising strategies and targeted promotions.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
Education
Associate of Arts - Nursing
Miami Dade College Medical Campus
High School Diploma -
North Miami Beach High School
Skills
- Payment Processing
- CRM Software
- Problem Solving
- Conflict Resolution
- Data Entry
- Account Management
- Customer Service
- Project Coordination
- New Hire Onboarding
- Expense Monitoring
Timeline
Platinum Customer Representative
Amercian Express
02.2022 - Current
Accountant
Quantum Studio Pro
02.2020 - 11.2022
Group Administrator
Norwegian Cruise Line
05.2019 - 01.2022
Customer Service Specialist
Best Buy
06.2017 - 04.2019
Assistant Manager
Planet Fitness
10.2012 - 11.2015
High School Diploma -
North Miami Beach High School
Associate of Arts - Nursing
Miami Dade College Medical Campus
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