Results-driven Professional eager to contribute proven solutions-oriented Project Management, Customer Service and Client Relations background toward boosting bottom-line performance of dynamic company

yyyyyy x. yyyyyy

 

Ø  Feature dynamic communication skills, effectively collaborating across all areas of operations, corporate levels and clientele to maximize results and optimize customer/vendor relations

Ø  Excel at fostering customer relations, quickly processing and researching all client needs and sufficiently resolving all requests/disputes; Proven ability to drive increased repeat/referral business by creating customer trust and providing exceptional follow-up

Ø  Expertise in planning, coordinating and managing administrative workflow and projects to efficiently meet critical deadlines and operational goals

Ø  Develop and implement best practice methodologies and ongoing improvement programs to achieve strategic and cost-effective alignment with overall goals and improved customer-satisfaction ratings

Ø  Consummate team player with strong ability to train, develop and motivate associates

yyyyyy x. yyyyyy

 

Automatic Data Processing Inc., Alpharetta, GA                                                              2001-Present

Senior Implementation Specialist, ASO Resource

 

  Led successful implementation of ASO Resource solution, effectively executing functional, technical and/or project management knowledge and skills

  Display noted communication abilities as liaison between client and internal departments, comprising sales, COBRA/FSA, WGPS, 401(k), GLI, EZLM, E-Time and human resources

  Quickly perform payroll requirements analysis, ensuring product meets clients needs in aggressive timelines

  Oversee payroll services for ASO Resource clients, accurately establishing Enterprise and Autopay systems

  Feature complex-oriented analytical abilities for various systems, including payroll, benefits, human resource policies/procedures, and associated financial accounting information

  Consistently implement products and services as outlined in sales order

  Keenly manage auditing efforts during clients system conversions, ensuring error-free delivery of service

       

Client Service Supervisor, COBRA/FSA

 

  Oversaw strategic planning and operations management for Flexible Spending and COBRA clients, utilizing direct supervision, matrix-management, and business partnerships to execute client/people initiatives

  Achieved annual client retention rate of 85 percent by developing team goals for key business metrics

  Displayed dynamic attributes in leading 10 employees, consistently meeting/exceeding client and internal standards; Excelled at providing Flexible Spending Account coaching/mentoring feedback to account reps

  Fostered continuous process improvements, maximizing corporate resources and efficiencies

  Showcased excellent communication skills facilitating client meetings on location and via conference call, strengthening relationships and Open Enrollment initiatives

  Contributed to increased contract renewals by advising senior management on operational/service challenges

  Coordinated and oversaw implementation of MaNa Team, a hybrid of small Nationals and large Major odd plan year clients; Helped develop process of administering respective continuous open enrollments

  Collaborated with peers to create client specific FAQs to enhance and improve customer service

  Cohesively created Minority Mentoring Program as chair of COBRA/FSA Diversity Council

 

Client Service Manager, FSA

 

  Effectively coordinated, managed and maintained client base of 80 major account clients, ultimately facilitating open enrollment and run-out process with accuracy rate of 98%

  Demonstrated noted time management skills, continually meeting/exceeding client and internal standards

  Showed keen ability in evaluating client s operating practices relative to product offerings, identifying growth opportunities and minimizing service hurdles

  Featured in-depth knowledge of Flexible Spending Account plan compliance, system functionality, administrative requirements, and ADP procedures and processes

  Exhibited superb communication attributes, assuming role in client administration regarding recurring items such as participant and summary statements and open enrollment activity

  Maintained contact with client Human Resources/Benefits, ADP processing centers, and other service center

 

TIC Enterprises, Roswell, GA                                                                                                 2000-2001

Account Manager

 

  Displayed noted leadership, boosting bottom-line by empowering associates to resolve critical service issues

  Excelled at steering proven marketing strategies, enhancing corporate initiatives

  Developed client-specific surveys critical in supporting and client satisfaction initiatives

  Thrived at establishing training protocols, mentoring new Account Managers and facilitating sales team training sessions; Member of Quality Assurance Team responsible for random monitoring/coaching sessions

 

GTE, Alpharetta, GA                                                                                                              1998-1999

Customer Service Representative

 

  Excelled at quickly resolving customer inquiries, providing appropriate and accurate information on behalf of major Wireless Service Provider now operating as Verizon Wireless

  Successfully retained customer satisfaction by proactively servicing client needs relating to quoting adjustments and other billing inquiries, competitive cost consultation and rate plan analysis

  Demonstrated keen ability in applying appropriate assertiveness and diplomacy when dealing with upset customers, operating in the highest of professional standards;

  Effectively exercised independent decisions and necessary discretion in satisfying customer complaints

  Showed strong aptitude in implementing all company programs, systems, and procedures

  Displayed outstanding organizational skills with ability to set priorities and exceed goals

  Efficiently processed daily non-phone related tasks and accurately documented and updated records in required systems, maintaining consistency throughout department

yyyyyy x. yyyyyy

 

Shorter College, Atlanta, GA

Business Management

Date

 

 

Hiring Agent Name

Title

Company Name

Address

City/State/Zip Code

 

Dear__________________:

 

I am currently seeking a challenging position with a dynamic company and am submitting my resume for your review.  In advance, thank you for your time and consideration.

 

As demonstrated in the accompanying resume, I feature extensive senior-level customer service and strategic client relationship building experience, and offer exemplary leadership skills. I am now eager to apply this team-oriented background toward delivering immediate results for your company while building a progressive, long-term career of mutual benefit.

 

As an employee, you will find me to be highly effective at driving and retaining new business, cohesively collaborating across all areas of operations and corporate levels.

I m also a proven leader who thrives in team settings, excels at communicating with customers and fellow staffers and relishes coaching and training responsibilities.

 

I am confident I will be a valuable asset to your operations, and look forward to interviewing with you in the near future.

 

Sincerely,

 

Caprice Graham