Vanessa Vela
Oklahoma City,OK
Summary
Experienced client representative bringing fifteen years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Goal-oriented Customer Service Manager with almost three years of experience in leadership roles. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Customer service management professional experienced with inbound and outbound customer service. Team player with exceptional listening and critical thinking skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Client Service Manager
Revenue Management Solutions
10.2021 - Current
- Managed department call volume of six partner calls per day and coordinated department schedules to maximize coverage during peak hours.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Monitored customer service operations to assess agent performance and provide feedback.
- Resolved concerns with products or services to help with retention and drive sales.
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
- Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
Relationship Manager
Revenue Management Solutions
04.2018 - 10.2021
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
- Generated new business and referral clients in partnership with financial advisors and branch team.
- Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction.
- Operated in self-directed environment with minimal input to solve problems and implement resolutions.
- Educated clients on available technological tools, enabling development and implementation of solutions to achieve personal financial goals.
- Worked with clients to address and respond to client and partnership management issues.
Project Manager
Revenue Management Solutions
05.2015 - 04.2018
- Identified plans and resources required to meet project goals and objectives.
- Managed projects from procurement to commission.
- Developed and initiated projects, managed costs, and monitored performance.
- Achieved project deadlines by coordinating with contractors to manage performance.
- Oversaw high profile projects for by planning, designing, and scheduling phases.
- Fostered relationships with vendors to promote positive working relationships.
- Maintained open communication by presenting regular updates on project status to customers.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Built successful project plans covering objectives, resources and staffing to meet schedules.
Customer Service Representative
Revenue Management Solutions
12.2014 - 05.2015
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Sought ways to improve processes and services provided.
- Cross-trained and backed up other customer service managers.
Customer Service Lead
WebTPA
06.2012 - 12.2014
- Greeted customers and listened closely to problems described to determine solutions.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Trained, oversaw and mentored new team members to strengthen performance and job expertise.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Escalated issues to proper supervisors when standard processes were not effective.
- Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
Education
Associate of Science - Psychology
05.2019
Skills
- High Customer Service Standards Adherence
- Client Issue Resolution
- Job and Task Observation
- Conflict Management
- Effective Workflow Management
- Customer Service Management
- Schedule Management
- Leadership
- Time Management
- Customer Relationship Management
- MS Office Expertise
- Leading Team Meetings
Languages
Spanish
Native or Bilingual
Timeline
Client Service Manager - Revenue Management Solutions
10.2021 - Current
Relationship Manager - Revenue Management Solutions
04.2018 - 10.2021
Project Manager - Revenue Management Solutions
05.2015 - 04.2018
Customer Service Representative - Revenue Management Solutions
12.2014 - 05.2015
Customer Service Lead - WebTPA
06.2012 - 12.2014
Mid America Christian University - Associate of Science, Psychology
Similar Profiles
Sheila HarmonSheila Harmon
Classification Specialist at Revenue Management SolutionsClassification Specialist at Revenue Management Solutions
Steven HortonSteven Horton
BUSINESS INTELLIGENCE ANALYST at Revenue Management SolutionsBUSINESS INTELLIGENCE ANALYST at Revenue Management Solutions
Jennifer LubckeJennifer Lubcke
Medical Billing Reimbursement Specialist at Cohen Howard / CHRMS Revenue Management SolutionsMedical Billing Reimbursement Specialist at Cohen Howard / CHRMS Revenue Management Solutions