Summary
Overview
Work History
Education
Skills
Accomplishments
Annual Performance Review
References
Indeed Assessments
Timeline
Generic
Stephanie Smith

Stephanie Smith

Albemarle,NC

Summary

Progressive professional experienced in customer acquisition & retention, highly organized and detail-oriented. Exceptional business acumen and top-notch communication abilities, highly skilled in project management and strategic planning. Enthusiastically contributes to team success through hard work, with a clear understanding of consumer and business needs. Skilled in negotiation and conflict resolution. Motivated to excel in Business Relationship Development. Dynamic communicator consistently outperforming company goals and expectations. Experienced analytical thinker adept at building effective processes and obtaining reliable, accurate information for business decision making and improvements. Prepared to bring 20+ years of effective experience to a challenging position where I can have a long-term impact on the company success. Creative and proactive approaches, managing all stages of client portfolios, solidifying partnerships, and improving sales.

Overview

18
18
years of professional experience

Work History

Client Care Manager

Jordan Hunter Group LLC
Jenkintown, PA
04.2023 - Current
  • Resolved escalated customer service issues in a timely manner.
  • Resolved client issues by correcting immediate problems and communicating with staff.
  • Handled administrative procedures to meet objectives set by boards of directors or senior management.
  • Monitored professionals to track key performance indicators and document and evaluate trends and opportunities.
  • Consulted with staff on resolution of complex service issues.
  • Advised senior leadership on strategies that could be used to increase customer loyalty.
  • Developed reports on key performance indicators for the organization's client care department.
  • Participated in cross-functional team meetings to discuss changes or improvements related to customer service operations.
  • Assessed customer satisfaction with services through follow-up communication.
  • Managed communications between internal teams and external stakeholders regarding client care initiatives.
  • Created and updated client records by entering general data, services provided and invoice information.
  • Analyzed feedback from clients about their experiences with the organization's products and services.
  • Managed multiple projects simultaneously while meeting deadlines on time.
  • Provided customers with detailed information about company offerings, described features and applied verbal and written communication skills to redirect concerns toward positive aspects of products and services.
  • Used telephone, email and web chat services to answer customer questions.
  • Coordinated meetings between internal teams and external clients as needed.
  • Researched and analyzed community needs to determine program directions and goals.
  • Analyzed proposed legislation, regulations or rule changes to determine impact of services.
  • Boosted client retention using client appreciation initiatives and relationship-building techniques.
  • Conducted client interviews, collected data, and analyzed information to identify needs and recommend solutions.
  • Facilitated training sessions for new staff members regarding customer service standards.
  • Prepared presentations summarizing findings from research projects relating to customer experience.
  • Developed and maintained relationships with clients to ensure customer satisfaction.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Conducted testing of software and systems to ensure quality and reliability.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Business Development Specialist

JobGet
Boston, MA
08.2021 - 04.2023
  • Achieved industry-leading results for Recruiters, HR Departments, and Private Employers through evaluation of potential sales opportunities
  • Developed and strengthened strategic partnerships with recruiters, staffing services, and corporate brands
  • Research of industry trends to strengthen client relationships and brand confidence
  • Analysis and interpretation of client feedback to provide recommendations on beta testing for product optimization
  • Increased brand awareness and generated leads while managing external communication campaigns to warm and cold prospects
  • Mentored team on best interactive practices to achieve subscription expectations
  • Planned and implemented innovative strategies to increase long-term profitability and quality revenue streams

Customer Success Specialist

The Flex Company
Los Angeles, CA
04.2019 - 08.2021
  • Minimized company expenditures by evaluating policies, restructuring procedures, and producing training materials used to successfully de-escalate anticipated consumer issues
  • Personally originated in-package consumer Instructions For Use for the company product
  • Enhanced customers satisfaction experience by effectively moderating social media presence and brand awareness

Customer Resolution Specialist

Alpha Recovery Corp/ P. Scott Lowery Law Office
Centennial, CO
06.2007 - 12.2013
  • Procured accurate contact information through skip-tracing, employed strong communication and negotiation tactics to resolve delinquent accounts, maintained a detailed consumer database documenting all legal communication
  • Successfully trained team members on best practices and protocols, reducing process inconsistencies and legal liabilities
  • Followed FDCPA Guidelines and successfully trained team members on best practices, upholding compliance to federal regulation
  • Analyzed data to identify monetary resources
  • Built strong client relationships ultimately earning a reputation for exceeding industry standards

Education

Paralegal Studies - Some college (No degree)

Independence University

Skills

  • Self-motivated
  • Data analysis
  • Corporate Communications
  • Staff development
  • Client assessment and analysis
  • Methodology implementation
  • Process implementation
  • Team building
  • Extremely organized
  • Problem resolution
  • Brand development
  • Operational improvement
  • Relationship development
  • Powerful negotiator
  • Product testing
  • Market Analysis
  • Conflict resolution
  • Materials preparation
  • Risk management processes and analysis
  • Regulatory compliance
  • P&L Management

Accomplishments

  • The position for Business Development Representative was created within JobGet specifically due to the high level of lucrative meetings originating from my efforts.
  • Recognized by The Flex Company for personally developing the IFU and FAQ's for the Flex Cup and the SoftCup.
  • Recognized by P. Scott Lowery for having never received a FDCPA violation, complaint, or lawsuit.

Annual Performance Review

04/01/22, Stephanie has exceeded expectations over the past year. She took the CER role to the next level and not only accomplished what was expected of her, but went above and beyond to help the AE team with additional tasks and build relationships with clientele. Stephanie 'Makes a Difference' in the way she approaches each day as an opportunity. She does what is expected of her and more to help the team as a whole. She embodies 'Unwavering Grit' by the way she approaches each call with the employers that utilize JobGet on a daily basis. She provides each employer with the resources, information and knowledge they need in order to be successful in hiring for their business. She also 'Leads with Compassion' by the way she assists co-workers to ensure their success., Ariel Barlow - JobGet Manager

References

  • Ebony Beckford, Supervisor, The Flex Company, (770) 891-3276
  • Derek Bond, Enterprise Account Executive, JobGet, (978) 995-7040
  • Kathlene Moose, Character Reference - Professional & Personal, (303) 968-5592

Indeed Assessments

Customer focus & orientation, Management & leadership skills: Planning & execution, Sales skills, Inside sales, Outside sales, Social media, Analyzing data

Timeline

Client Care Manager

Jordan Hunter Group LLC
04.2023 - Current

Business Development Specialist

JobGet
08.2021 - 04.2023

Customer Success Specialist

The Flex Company
04.2019 - 08.2021

Customer Resolution Specialist

Alpha Recovery Corp/ P. Scott Lowery Law Office
06.2007 - 12.2013

Paralegal Studies - Some college (No degree)

Independence University
Stephanie Smith