I am a dedicated Group Contact Specialist with extensive experience in customer service, contract management, and team leadership. Over the years, I have developed strong skills in organization, communication, and problem-solving, which have enabled me to excel in fast-paced, remote work environments. I take pride in my ability to manage client contracts accurately and efficiently, ensuring seamless execution of group bookings and billing.
My background includes leading teams in insurance contact centers, where I conducted performance reviews, created training materials, and analyzed quality data to improve customer outcomes. I am passionate about streamlining processes and enhancing team productivity, which has consistently resulted in exceeding performance expectations and maintaining high customer satisfaction scores.
In addition to my support and leadership roles, I have experience as a Senior Tax Analyst and Instructor, where I managed office operations, trained new professionals, and handled customer relations effectively. My teaching experience as a Computer Teacher for middle school students has strengthened my communication and instructional skills.
I am proficient in various software tools including MS Office and G Suite, and I am committed to continuous learning and professional development. I thrive in collaborative environments and enjoy working cross-functionally to achieve organizational goals.
I am seeking opportunities where I can leverage my customer service expertise, leadership abilities, and problem-solving skills to contribute to a dynamic team. I am adaptable, detail-oriented, and motivated to deliver exceptional results in any role I undertake.
Ensuring client contracts are executed quickly and accurately. Manually building reservations and billing clients in accordance with the contract. Collaborating with cross-functional teams to ensure seamless execution of group bookings. Maintained exceptional accuracy in contract modifications with 0 errors YTD. Exceeded case closure expectations at over 150% YTD. Achieved 98% CSAT score YTD.
Conducted performance reviews for team members on a quarterly basis. Created and updated FAQs and training guides. Analyzed quality stats and call data to determine trends. Compiled and presented feedback on processes. Streamlined processes to improve customer outcomes.
Conducted SOP Training for new and returning tax professionals. Responsible for day-to-day office operations including customer relations and schedule management. Duties included handling customer complaints and streamlining internal processes for greater productivity.
Taught Computer Education for Middle School. Prepared Graduation Slideshow and Video.
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