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• The Customer Relations Analyst is tasked with the detailed order and data entry
  into our Association Management software, Personify. Customer Relations Analysts are also
  responsible for answering and responding to calls and emails from Association members, customers
  and internal staff. Such inquiries may range from but are not limited to general information requests,
  order entry, account updates and eLearning matters. Customer Relations as a whole is responsible
  for the majority of the data entry into Personify and serves not only the outside members and
  customers but other ASHP divisions with major projects throughout the year. Onsite support is also
  required for national meetings, so domestic travel will be required.
  
  1. Prioritizes work tasks in accordance with established SOPs, departmental policies and
  operating procedures.
  2. Interacts with others to advise on and facilitate the execution of ASHP’s programmatic and
  operational initiative
  3. Responsible for dealing with complex member/customer issues. Working with very limited
  supervision, responds quickly and accurately to customer/member questions/issues. Acting
  as our front line representative, use your skills and knowledge of our existing operating
  procedures to resolve issues independently and only escalate more complex issues.
  4. Responds to online, telephone, mail, fax, Personify Contact Tracking and all levels of internal
  requests from members, customers and contractors.
  5. Responsible for accurate database maintenance such as correct address format, single ID
  numbers, etc. Also enters notes and fully documents interactions with members and
  customers into Personify, in order to make the customer experience more efficient for all
  subsequent interactions. Keep management informed, as appropriate, of any situations
  which may be escalated.
  6. Competent in processing of data entry functions such as: accreditation billing, claims
  processing, book company processing, transition to automation, state chapter contract
  pricing, European group, resellers, distributors, group purchasing organizations (GPO),
  group membership organizations (GMO), packing slip adjustments, returns, refunds, Group
  1/Code1 reject labels, customers issues, customer feedback, data, overlapping cycles.
  7. Develops an in-depth knowledge of ASHP products and services and Personify relations
  database to provide the most precise information to customers/members and proactively and
  independently update the KnowledgeBase.
  8. Analyzes and resolves accounts receivable problems and collection issues. Acts as liaison
  between our accounts receivable staff and the customer/end user and the customer’s/end
  user’s accounts payable staff to negotiate acceptable resolution for all parties involved. May
  act as liaison in working with other internal departments on other matters as well.
  9. Performs other duties as assigned.

10. Developed comprehensive reports to track customer inquiries, resolutions, and trends for continuous improvement efforts.

11.Conducted research, identified solutions and responded to customers within outlined service level agreements.

12. Streamlined processes for better problem-solving abilities in handling customer issues.

• Collaborated with the marketing team to create engaging promotional materials that effectively showcased each event''s unique offerings.
• Developed strong relationships with clients, understanding their needs and preferences to deliver tailored event experiences.
• Boosted ticket sales through targeted social media campaigns and email marketing efforts.
• Improved customer retention rates by consistently delivering exceptional experiences that exceeded expectations at every touchpoint throughout an event''s lifecycle.
• Managed event logistics, ensuring smooth operations and a positive experience for guests.
• Established online presence on social media platforms and other mediums to elicit customer engagement.
• Coordinated large-scale events from concept to completion, including venue selection, design, promotion, and on-site management.
• Attracted top-quality talent to perform at events by cultivating relationships with artists and agents in the entertainment industry.
• Secured high-profile sponsorships for events by leveraging industry connections and presenting compelling proposals.
• Used knowledge of area, local events, trends and other market research to capture attention and generate event attendance.
• Greeted event participants and provided engaging experience.
• Delivered successful events within budget constraints by negotiating contracts with vendors and monitoring expenses closely.
• Enhanced guest satisfaction through effective communication with staff members during the planning process and on the day of the event.
• Tracked key performance indicators to measure success of campaigns.

• Contracted by Army Medical Surveillance Activity (AMSA) at Walter Reed Medical Center
• Washington, DC
• The Army Medical Surveillance Activity (AMSA) is the Central repository for the pre- and post- deployment forms filled out by military members involved in the deployment
• In addition, as manager my responsibilities include prioritizing, assigning work, other related activities for a of up to 14 data entry operators who process the forms
• Team activities include sorting, scanning, data entry, quality control

• Contracted by Army Medical Activity, Functionally responsible for the order of health data collection, scanning operation, data processing, and data uploads for the Army Medical surveillance activity of the U.S
• Armed
• Forces
• Responsible for data quality
• Analyze, review and make decision regarding the scanning operation
• Contributed to the implementation of database standards for the Defense Medical Surveillance
• Systems (DMSS)
• Work collectively with a team to analyze, compile and interpret results necessary for the daily function of data processing

• Duties including sorting, filing and reviewing of data
• Responsible for data quality
• Worked together with a team to interpret data results necessary

• Maintained a detailed working knowledge of the products, features, and provided exceptional customer service to customers over the phone as necessary.

• Contracted by Staffing Agency
• Contributed to the implementation of database standards .
• Conducted comprehensive data collection .
• Perform data abstraction
• Provide support to team members on resolving data