Sabrina Drake

• Ensured compliance with regulations through careful review of project plans and documentation.
• Managed permit application submissions, resulting in faster approval times for clients.
• Developed strong relationships with key stakeholders, leading to smoother coordination efforts.
• Organized and maintained permit files and records, ensuring easy access to relevant information when needed.
• Monitored progress of ongoing projects closely, addressing any unexpected changes or hiccups proactively.
• Responded to requests for information from public, other municipalities or state and federal legislative offices.
• Managed high call volume while maintaining professionalism and accuracy when gathering client information for appointment bookings.
• Provided excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process.

Additional Contributions:

• Created KPI tracking tools to monitor performance across the coordination team
• Designed and implemented SOPs for multiple departments, including Install Coordination, Sales, Customer Service, Warranty Registration, and Purchasing
• Hired, onboarded, trained, and scheduled Lead Generator employees at Lowe’s and Home Depot locations
• Managed the company’s Facebook and Instagram accounts to support brand visibility and engagement
• Created marketing assets including digital ads, direct mailers, banners, hallway signage, and branded materials like water bottle labels
• Built company meeting slides in Canva and contributed to internal engagement by organizing, giveaways, PTO incentives, and company-sponsored events to boost morale
• Provided support across departments for operational issues, cross-team clarity, and process improvement initiatives
• Frequently served as a go-to resource for training, onboarding, and systems cleanup without holding a formal management title

Sales Support & Lead Generation

Provided accurate, timely information to management.

Developed strong product and service knowledge to drive sales.

Researched and identified potential leads through market surveys and online platforms.

Built prospect lists and pre-screened leads to improve quality before forwarding to sales.

Collaboration & Reporting

Worked with the sales team to track leads and ensure timely follow-ups.

Provided performance reports with insights for improvement and growth.

Industry Engagement & Relationship Building

Represented the company at industry events, generating new business opportunities.

Maintained industry knowledge to optimize lead generation strategies.

Built strong customer and community relationships to support long-term growth.

Debt Recovery & Collections

Obtained government security clearance.

Recovered outstanding debts through effective collection strategies and professional communication.

Reduced delinquency rates with consistent follow-ups, negotiation, and dispute resolution.

Increased recovered funds by utilizing skip tracing to locate hard-to-find debtors.

Expedited payment arrangements using persuasive yet respectful techniques.

Customer Service & Compliance

Maintained a high call volume while meeting productivity demands.

Handled sensitive information discreetly, ensuring compliance with confidentiality policies.

Provided exceptional customer service during collection calls, maintaining a calm and professional approach.

Worked with customers to create debt repayment plans based on financial conditions.

Operations & Documentation

Entered client details and notes into the system for interdepartmental access and review.

Patient Coordination & Financial Services

Presented treatment plans, financials, and payment options to patients.

Interpreted insurance benefits to provide accurate coverage estimates and out-of-pocket costs.

Requested predeterminations of benefits as needed.

Scheduling & Administrative Support

Managed doctors’ schedules, secured medical clearances, and called in prescriptions.

Streamlined check-in and check-out processes, reducing wait times and improving efficiency.

Customer Service & Compliance

Increased patient retention by creating a welcoming environment and addressing concerns with empathy.

Enhanced customer satisfaction by resolving inquiries promptly at the front desk.

Maintained strict confidentiality of patient information in compliance with HIPAA regulations.

Customer Service & Client Retention

Increased customer satisfaction by providing timely, efficient service for technical issues.

Enhanced client retention through clear communication and prompt issue resolution.

Installation & Problem-Solving

Collaborated with team members to complete complex installations and ensure seamless system integration.

Improved first-time fix rates by thoroughly diagnosing issues before repairs or replacements.

Documentation & Process Improvement

Maintained detailed service records to track recurring issues and implement proactive solutions.

Debt Recovery & Collections

Obtained government security clearance.

Recovered outstanding debts through effective collection strategies and professional communication.

Reduced delinquency rates with consistent follow-ups, negotiation, and dispute resolution.

Increased recovered funds by utilizing skip tracing to locate hard-to-find debtors.

Expedited payment arrangements using persuasive yet respectful techniques.

Customer Service & Compliance

Maintained a high call volume while meeting productivity demands.

Handled sensitive information discreetly, ensuring compliance with confidentiality policies.

Provided exceptional customer service during collection calls, maintaining a calm and professional approach.

Worked with customers to create debt repayment plans based on financial conditions.

Operations & Documentation

Entered client details and notes into the system for interdepartmental access and review.