Marketing & Customer Service Relations Coordinator

• Joined forces with clients, candidates, vendors, test centers, and internal teams to implement granted accommodations under the Americans with Disabilities Act (ADA).
• Demonstrated a comprehensive understanding of client accommodation policies and enforced guidelines.
• Coordinated directly with multiple external service providers to schedule support, such as readers, recorders, sign language interpreters, and translators.
• Supported Contact Center staff in handling accommodations and test center escalations via Helpdesk lines, serving as the escalation point for Teir 3 and Teir 4.
• Expertly managed escalated issues, effectively addressing and resolving customer concerns.

• Kept a strict adherence to testing protocols and procedures, preserving high compliance.
• Conducted efficient check-in procedures for examinees, verifying identification and explaining the examination process.
• Demonstrated exceptional phone etiquette by greeting callers and directing them to exam websites or telephone lines.
• Vigilantly monitored examinees during testing sessions to uphold a secure and controlled testing environment.
• Generated and filed incident reports when necessary, dealing with concerns or incidents involving examinees or the testing center.

• Managed daily influx of 100+ calls at a fast-paced call center, ensuring prompt and professional response.
• Reaching outstanding results by addressing customer objections and closing collection calls, surpassing monthly collection goals of 18% with a rating of up to 22% paid collections and 87% promise-paid rate.
• Tackled customer inquiries, complaints, and billing issues, consistently achieving one-call resolution and maintaining a stellar 97% customer review rating.

• Collaborated effectively with team members to produce an approximate $3.2 million log daily.
• Skillfully assembled logs by strategically manipulating commercial units to maximize revenue.
• Achieved an outstanding 0% revenue loss resulting from errors on logs or commercial copy.
• Utilized instructions provided by advertising agencies to apply blanket and line-by-line copy to commercial units accurately.

Minor in Business Administration