Desired Job Title
Vehicle Service Contract SpecialistTraining ManagerAssistant ManagerRetention SpecialistTeam Leader/ Assistant ManagerLocation Preference
RemoteHybridLocation: Glen Burnie, MDBaltimore, MD
Open to relocation: Yes
Open To Work
RUDOLF N. INONI
Glen Burnie,MD
Work Preference
Summary
Professional specializing in client communication and training program management. Expertise in issue resolution and quality assurance, leading to strengthened client relationships and improved service experiences.
Overview
1
1
Certification
17
17
years of professional experience
Work History
Vehicle Service Contract Specialist
Carchex
Cockeysville, MD
09.2024 - 01.2026
- Responded to client inquiries about expired policies and new warranty options to provide clarity and support
- Contacted clients about recently expired extended warranties to facilitate discussions on renewal options
- Ensured the client has a clear understanding of the terms and conditions of their current policy
- Provided information to clients regarding qualified repair locations
- Collected client feedback on existing policies to address concerns and guide clients to appropriate resources
Training Manager
First Choice Health Company LLC
Columbia, MD
10.2023 - 04.2024
- Organized and coordinated training sessions, workshops, and seminars to enhance participant engagement and learning outcomes.
- Coordinated logistics and scheduling for training programs to ensure seamless execution and participant satisfaction.
- Ensured all necessary training materials and resources are prepared and distributed in a timely manner
- Prepared employees for the State Licensing Certification for Life and Health Insurance
- Managed logistical support for participants by distributing materials and overseeing sign-in processes to facilitate smooth training experiences.
- Maintained accurate and up-to-date training records, including attendance and feedback
- Organized continuing education classes for licensed agents meeting Nationwide and State regulatory standards
Assistant Manager
CLEARONE ADVANTAGE LLC
Baltimore, MD
10.2008 - 01.2023
- Handled escalation calls from clients requesting manager assistance, ensuring timely resolution of issues.
- Engaged in the hiring process of team members.
- Ran reports regarding overall team performance and individual performance goals and metrics
- Forecasted and tracked renewals and other key account metrics
- Conducted quarterly audits for upper management on team metrics.
- Gathered and reported client feedback to stakeholders to ensure client concerns are embedded into our company’s product and experience development
- Provided recommendations for the improvement of the Customer Relationship Management (CRM) Software being used
Retention Specialist
CLEARONE ADVANTAGE LLC
Baltimore, MD
10.2008 - 01.2023
- Reassured clients of program benefits to encourage retention and commitment
- Assessed client profiles for potential risk of default, ensuring compliance with company guidelines
- Took inbound and outbound calls from clients looking to withdraw from the debt settlement program
- Utilized various programs, such as QuickBase Operating System, to pull client credit reports and other information for escalated issues regarding their accounts
- Reviewed client database monthly for accuracy of key information, including bank details and employment status
- Researched and gathered public information online for prospective and current clients
Team Leader/ Assistant Manager
CLEARONE ADVANTAGE LLC
Baltimore, MD
10.2008 - 01.2023
- Built and maintained strong relationships with clients, acting as their primary point of contact
- Reviewed team performance daily, summarizing insights for management using Microsoft Excel
- Updated management on delinquent activities, insufficient funds, and contract amendments to inform decision-making
- Provided coaching to team members on how to address the ever-changing needs of our clients
- Conducted quarterly audits to evaluate team performance and identify areas for improvement
- Reviewed and documented automatic deductions activity for payment of debt contract with clients
- Trained new team members on company policy and requirements
- Participated in the interviewing process of prospective team members
Customer Service Representative
CLEARONE ADVANTAGE LLC
Baltimore, MD
10.2008 - 01.2023
- Provided exceptional customer service to clients, ensuring that all concerns with the program were addressed
- Managed client communication through inbound and outbound calls to address enrolled clients' needs
- Communicated client progress with management during debt settlement program
- Conducted welcome calls to onboard new clients
Skills
- Contract management
- Contract compliance
- Performance metrics
- Data-driven decision making
- Client onboarding
- Client retention
- Client communication
- Policy compliance
Certification
- State Of Maryland Life and health Insurance NPN 20983799
Timeline
Vehicle Service Contract Specialist
Carchex
09.2024 - 01.2026
Training Manager
First Choice Health Company LLC
10.2023 - 04.2024
Assistant Manager
CLEARONE ADVANTAGE LLC
10.2008 - 01.2023
Retention Specialist
CLEARONE ADVANTAGE LLC
10.2008 - 01.2023
Team Leader/ Assistant Manager
CLEARONE ADVANTAGE LLC
10.2008 - 01.2023
Customer Service Representative
CLEARONE ADVANTAGE LLC
10.2008 - 01.2023