The University of Memphis

Project Management Institute

Customer Experience Extraordinaire.

* Provided proficient project coordination and strategic planning support to benefits director and customer experience management team, by facilitating the successful implementation of customer service improvement initiatives reducing customer complaints by 35% and increased satisfaction by 10%.

* Assisted leadership by providing specialized administrative support with backlog management in Jira for the benefits customer service team in order to ensure strict testing deadlines were met for each phase of the Vitech BAS Project.

* Protected customer service team from work overload by managing stakeholder change requests through clarification of task priorities & devising proactive mitigation strategies for potential scope changes with management after change approvals.

* Minimized procedural overhead affecting team’s productivity by successfully negotiating business process reengineering strategies with departmental management team.

* Aided team by removing impediments affecting customer operations or hindering testing by earnestly locating and securing key resources, services, and/or information needed for prompt resolution. 

* Facilitated seamless cross-functional collaboration by proactively coordinating and engaging with various departments to address interdependencies, project status, & resolve customer service process and project-related issues.

* Cultivated a focused and supportive work environment for the customer service team by acting as the primary point of contact for critical issues and concerns.

* Fostered strong cross-functional relationships, using a team-oriented approach to swiftly address project issues through knowledge sharing, task delegation, and proactive management.

* Established comprehensive project repository in Confluence for customer service team, encompassing essential project-related information, valuable resources, testing guides, comprehensive training curriculum, and SOPs.

National IAM Benefit Trust Fund

Project Coordinator, Benefits Customer Service

Career Break

Relocation

* Supported the regional controller and executive management team in designing and implementing optimized compliance procedures, ensuring strict adherence to company processes and metrics, resulting in 25% reduction in compliance violations.

* Continuously monitored and tracked compliance implementation progress against predetermined objectives and KPIs, identifying potential deviations, areas for corrective action, and successful goal achievements.

* Facilitated focused meetings with management and key stakeholders to review and analyze analytic operational reports and compliance progress. Provided clarity on data interpretations, adeptly addressed concerns, and proactively recommended solutions to mitigate project risks.

* Collaborated with cross-functional teams to ensure seamless consistency in compliance implementation operations, resulting in a 15% increase in compliance efficiency. 

* Proactively contributed to continuous improvement initiatives by orchestrating team coordination, successfully resolving 80% of departmental roadblocks hindering compliance processes.

* Provided administrative support to the regional controller by assisting with the development & maintenance of detailed operations plans, including policies, procedures, and processes.

* Conducted weekly meetings with infield personnel, maintenance department, and executive management team to foster positive working relationships & address operational & compliance issues and requests.

* Maintained company’s most up to date business processes and procedures with ongoing compliance training used to effectively research and resolve any compliance violations by 85%.

Five Star Food Service, Inc.

Regional Compliance Manager

* Spearheaded the resolution of complex financial customer service issues for over 100 proprietary account holders weekly, strictly adhering to company guidelines and processes to safeguard monetary assets.

* Achieved a 100% resolution rate for escalated client service account issues via phone and support tickets.

* Collaborated with supervisors to devise effective strategies for reconciling unusual customer concerns, resulting in a 13% enhancement in customer satisfaction.

* Expertly handled administrative duties, including comprehensive research and record-keeping of specialized customer and vendor complaints and inquiries.

* Prepare presentations, reports, and other documents for departmental management team.

* Served as the first point of contact for external stakeholders, including customers and department leaders in a professional and courteous manner.

* Managed employer accounts containing confidential and sensitive information with discretion and professionalism, always maintaining a high degree of discretion.

Nicole V.