SUMMARY:

• An effective proven leader with over 20 years of increasingly responsible experience combined with outstanding oral and written communications skills. Proficient and dedicated to meeting goals by using excellent organizational skills. Strong project and operations management, quality and cost assurance, finance, administration, and customer service experience. Fully capable in designing and implementing action plans to ensure exceptional customer experiences. Have been recognized for my ability to quickly understand and execute corporation objectives with Confidential positive, dedicated, calm and solid performance.

TECHNICAL SKILLS:

• High Social Intelligence
• Competent Communicator
• Character/Passion/Decision Making
• Turnaround/Crisis Management
• Budgeting/Forecasting
• Build High - Performance Teams
• Organizational Skills
• Networking
• Restructuring
• Cross Functional Management
• Microsoft Office Suite
• Salesforce.com, Beacon, SAP, VAST/PeopleSoft ADP Systems
• Oracle, CashPro, Sales Tool
• Files and Document Custodian

PROFESSIONAL EXPERIENCE

Confidential Vienna, Va.

Sales and Customer Support Specialist

• Generated new leads and developed further sales opportunities with existing clients in the $2,500 and less category (this included online, print eBook sales).
• When requested, assisted the Americas Sales Team in meeting the Americas regional sales targets by means of closing sales with customers of any revenue level.
• Liaison with the Americas Account Managers in order to streamline sales processes.
• Updated client user lists, addresses and contact information as needed.
• Liaison with Customer Support department (located in Amsterdam) on all Customer related matters.
• Assisted the Regional Account Manager on potential improvement opportunities in and co-implementation of Americas Sales departmental work process agreements.
• Assisted the Regional Account Manager on potential improvement opportunities in and co-implementation of inter-departmental (Sales, Customer Support, Finance and Marketing) work process agreements.
• Coordinated all sales orders be completed by Customer Support Department in Amsterdam.
• Liaison with the Finance department in relation to client payment questions and debt collection.
• Made payments of monthly vendor invoices for IBFD North America office.
• Maintained Confidential well-organized and accurate filing system of all IBFD NA office documents
• Maintained Confidential well-organized and accurate accounting of all IBFD NA print books
• Liaison with the Marketing Department regarding conference preparation, shipping and planning
• Ordered office supplies as needed

Confidential, Fairfax, Va.

Office Coordinator 

• Prepared correspondence for the Advisor signature
• Copied and track all clients and practice materials including business correspondence
• Copied and follow-up with the Corporate office on related issues
• Scheduled client appointments and prepare agendas/forms for appointments, meetings and meeting rooms, manage client calendars and materials.
• Managed client appointment/reminder calls, check-in calls/follow-up items, incoming calls, and emails.
• Assisted the Planning Assistant(s), Para planner(s), Associate Financial Advisor(s), and Advisor(s)
• Performed all other duties assigned by the Financial Advisor(s)
• Greeted Clients, Maintain Client Management System, data records, tracking tools, and office supplies.
• Wrote notes and/or appreciation letters for clients, coordinate lunches and going away gifts, travel arrangements in support of daily administrative operations.
• Tracked client special events and make appropriate contact per client contact model

Confidential, Richmond, Va.

Administration Assistant/Reception

• Responsible for submitting legal documents to the Virginia State Police department and Social Service department on Mental Health Staff for background checks.
• Provided confidentiality on staff and client information.
• Provided HIPAA and Human Rights test to all employees and auditing personal documents for employment.
• Provided clerical assistance to include reprographics, filing, maintaining records and ordering supplies and materials.
• Assembled and disseminates information for senior management.
• Provided support to routine inquiries for parents, citizens and others regarding MHESS programs
• Provided support to Program Directors for updating and verifying confidential information regarding client records.
• Responsible for calling Medicaid for client verification on Confidential daily basis
• Provided current information to MHESS councilors on clients
• Assisted and provided support with training of employees and new hires

Confidential, Richmond, Va.

Divisions Sales Support Specialist

• Problem solved business issues through calculated research and analysis.
• Provided root cause analysis on claims to increase administrative and sales effectiveness.
• Served as primary contact expert for Sales Management on all account processing, maintenance of customer listings and fulfillment operational tasks.
• Audited the compliance of electronic signed contracts and documents.
• Revenue Reporting  - Generate, process and distribute bi-weekly reports to Sales Managers, Sale Teams and the Publishing department.
• Retrieved, researched and maintained accounts discrepancies.
• Responsible for creating and editing various documents and entering data into computer databases and spreadsheets.
• Coordinates and review all advertorial materials including copy, display ads and destination photos to meet guidelines and procedures.
• Handled research requests, credit bills review, and adjustments to customer accounts using different customer account tabs.
• Identified, developed and communicated appropriate steps to resolve discrepancies and claims.
• Coordinate resources and updates on documents and print items for Sales Team meetings and classes.
• Ensured all Sale Reps are paid timely by resolving queries according to company guidelines and procedures.
• Reviewed and input data for reporting expenses of sale reps weekly to Executive Secretary.
• Answered switchboard and direct calls for Eastern Mid Atlantic Sales Offices

Confidential, Richmond, Va.

Commercial Reconciliation Specialist

Responsibilities:

• Performed official accounting for demand deposit accounts and account reconciliation program settlements.
• Handled over 10,000 signature verification accounts.
• Posted adjustments for returned electronic payments and records data for the accounting reconciliation.
• Investigated fraudulent checks.
• Researched, verified, batched, sorted, and resolved discrepancies on customer account activities.
• Provided client internal and external help desk services.
• Researched payments for accurate disbursement of funds and validates account information against account activity in system.
• Served primary contact for client services between company staff and customers for payment and policy-related issues, providing Confidential high level of customer service and support.