Amber Parfeniouk Email & Phone Number

Manage a team of Customer Care Agents directly assigned to largest and most complex customers. Create and review reporting and tools to track and improve productivity, coach on soft skills, host interactive meetings, and address any areas of opportunities. Work directly with the assigned Sales leadership and the customer's key decision makers to focus on correcting issues proactively, and take ownership over escalations. Identify solutions to improve business partnership and customer programs and support custom reporting. Manage projects as identified by leadership.

Responsible for day-to-day operations of the team, improved team performance, boosted moral, handed escalations, and support senior leadership.

Oversaw assigned financial portfolio. Acted as a liaison between the field and collections, hosted regular meetings with Senior Leadership to identify and eliminate the cause of multi-million-dollar account delinquency. Worked closely with Executive leadership on a daily basis regarding top accounts.

Supported customers within an assigned book of business to build both internal and external relationships through problem solving, proactive customer care, and consistent follow through.

Worked closely with customers to resolve escalated issues on accounts with a focus on billing.

Served as a main contact for customer orders and inquiries.

Blue Bell, Pa

Performed verification on selected students working closely with them to resolve discrepancies with their file to ensure complete and accurate documentation.

Collected financial aid documentation, checking for accuracy and completeness and reached out to parents and students in regards to missing and erroneous documents.

Malvern, Pennsylvania

Developed and utilized a marketing procedure through the creation of a media contact list and acquiring and improving on local media relationships. Organized, marketed, and assisted with public outreach and fundraising events.