Western Washington University

South Puget Sound Community College

Skagit Valley College

Customer Experience Manager at Allstate

Washington State Department of Labor & Industries

Contracts & Grants Program Specialist

Manages the day-to-day operation of Labor & Industries Bellingham service location—supervising the work of customer service program staff. This position is critical to the performance of the department in providing guidance, mentoring, and training tools to the customer service staff as they deliver quality services to the citizens of Washington State in person, via phone, mail, and email. The position also has responsibility for the day-to-day operation of the facility. Onsite facility operation includes 24/7 responsibility for maintaining a safe and secure physical plant, including the building, HVAC, security, voice/video, information systems and workstation modification and arrangement. The position supports and contributes to the mission of Labor & Industries by providing accurate and timely customer service to external and internal customers, resolving their complaints and problems, providing access to agency benefit programs, licensing and regulations for Labor & Industries programs using applicable laws, regulations, and processes. Collaborates with Central Office Facilities team to resolve issues and implement facilities improvements.

Office Manager, Bellingham Service Location

• Technical expert and lead staff member of Customer Service Program for Region 1 handing complex, cross-agency customer problems
• Interim Office Manager assigning work duties to staff, coordinating/modifying schedules, and monitoring and coordinating day-to-day operations utilizing experience in complex decision making
• Mentor, coach, and train CSS staff according to individualized learning styles to interpret and execute policies, procedures, and to exercise independent judgement
• Interpret and accurately apply knowledge of laws, regulations, policies, and processes in the resolution of internal and external customer inquiries, complaints, and problems while maintaining appropriate confidentiality

Customer Service Lead

Licensed Insurance Producer
• Consistently provide accurate, friendly & cost effective service for existing
policyholders and the general public regarding insurance availability, eligibility,
coverage options, policy changes, transfers, claim submissions, rates, and
billing inquiries
• Counsel new and existing commercial lines and personal lines clients and serve as trusted advisor as their portfolios and business needs evolve
• Handle escalated issues and with care, confidentiality, and agile thinking
• Coordinate legal and administrative documents, manage priorities and
timelines
• Develop, document, and train on standard operating procedures for sales and
administrative teams

Allstate

Customer Experience Manager

• Worked directly with VP of Sales & Corporate Partnerships to strategize, execute, and track aggressive sales plan for employee experience startup in growth mode
• Consulted cross-functionally with customer success, marketing, operations,
and product placement teams to consistently meet deliverables related to enterprise value proposition and identify new market opportunities
• Managed employer approval process flow for participants coming through B2C funnel
• Advised employer partners on issues of liability, taxation and immigration practices

Remote Year

Enterprise Solutions & Partnerships

• Created and defined sales processes, strategies, reports, and collateral clearly
articulating company value proposition
• Responsible for prospecting and qualifying leads, client retention strategy, and
closing sales in a highly technical SaaS environment
• Prepared and delivered compelling product presentations and demonstrations
• Represented company at trade show and industry events
• First line contact for clients from small business to Fortune 100 companies
pioneering greater than 400% year-over-year sales growth and a 90% client
retention rate

WompMobile

VP of Sales

Parent Advocate for Withinreach WA Immunity Community/Vax Northwest program in it's inaugural and second years of implementation in Whatcom County. Working in direct partnership with local healthcare authorities, Generations Early Learning and Childhood Center and Bellingham Public Schools, I served on a team of parent advocates who provided information, education, and peer support on behalf of Immunity Community/Vax NW. This was an excellent experience supporting public health measures and vaccine awareness in my local community.

WithinReach

Peer Advisor / Vaccine Advocate

Project manager and interdepartmental liaison for Corporate Programs, Sales, Marketing, Product Development, Purchasing, Systems, and Accounting departments.

Senior sales executive for largest key OEM account specializing in travel goods and accessories.

Implemented, trained and maintained lean office & manufacturing principals company-wide.

GEAR AID

Project Coordinator, Corporate Systems Trainer & OEM Sales Executive

Developed, launched, and efficiently managed company's Customer Service/Dealer Services Department.

Supervised administrative staff and oversaw all departmental training.

Dealer Services Director & Supervisor

Qualified OEM prospects, quoted new and existing business, maintained and grew accounts.

Lead vendor relations/EDI coordinator and senior contract administrator.

Created/maintained standard operating procedures for Sales Department.

Project management and training lead for ERP Software and upgrade implementations (Microsoft Dynamics 2009 NAV)

OEM Sales Executive and Senior Contract Administrator

Management of Outdoor and Sporting Goods Divisions at executive level including division planning, marketing and call center campaign development and implementation, outside sales representative direction, trade show/events coordination, project management and training lead for ERP Software and upgrade implementations (Microsoft Dynamics 2009 NAV), lead vendor relations coordinator and contract administrator, created/maintained standard operating procedures for Sales Department, consumer customer service lead, and high level executive administrative support

Sales Executive, Outdoor and Sporting Goods

PACE (Pursuing Academic and Community Excellence) after school program development, coordination, volunteer recruitment and retention, project planing, grant writing, and administrative/certified/classified staff support. AmeriCorps/WA Service Corps Individual Placement Community Volunteer (my domestic version of the PeaceCorps -- an exemplary way to give back to others while gaining skills and experience through service work)

• Created, implemented and managed the K-5th grade after school PACE Program consisting of three parts; 1) academic tutoring, 2) enrichment program and leadership development, 3) community service through 4-H club activities
• Wrote grant proposal and managed budget for Community Action Project while leading project meetings to provide direction and coordination to volunteers and agencies; led activities and managed project logistics
• Recruited and trained parent and community volunteers while delegating responsibilities to improve overall performance and efficiency of year long program
• Created formal project documentation providing clear guidance for new volunteers managing the program thereafter to ensure a seamless transition and proper program continuity within the community

Carolyn Macaulay Waldo