Creating new business opportunities by contacting and developing relationships with prospects via phone, emails, or social media. Responsible for lead generation, outbound prospecting, qualifications, lead nurturing, database management, collaborating with other department teams, and reporting.

Duties/Responsibilities:• Supervise a team of 10 Trusted Referee (TR) agents (customer service representatives), to include timesheet approval, productivity and performance oversight, identifying developmental needs, and clearly communicating the agency’s needs, goals and objectives.• Establish open and professional relationships with team members to achieve quick resolutions for various issues, handling escalated sessions that require accessing specific customer accounts and reviewing for the approval/rejection of documents.• Lead process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team, including regular audits and quality checks.• Mentor newly hired employees on standard operating procedures for the support tool, collaborate on developed playbooks, and establish coaching improvement plans for TRs to achieve standard key performance indicators.• Review performance data to monitor and measure productivity, goal progress, and activity levels of TRs.• Investigate accounts for fraudulent indicators and take appropriate action when necessary, to include closing accounts.• Serve as a fraudulent documents subject matter expert across verification teams, assisting in analyzing and researching fraud trends identified by TR Teams.• Project manager for various department level and team focused projects, including projects pertaining to hardware and software testing, spreadsheet creation and analysis, and various performance measures.• Independently contribute and collaborate with numerous agency departments and leadership, piloting new projects and developing, monitoring and assessing ongoing projects, to include: create and distribute KPI related trackers with senior leadership; generate an attendance summary for multiple departments to track absenteeism; and, generate and report an Executive Overview of absenteeism reported to the Executive Team.

•Managed search engine optimization practices for company website, including optimization of meta data, header tags, page titles, text content and current web page designs and layout.•Conducted research for key words and phrases to drive targeted traffic to company's website.•Created and designed customer email campaigns in order to increase revenue growth and customer loyalty.•Conducted cataloging, warehousing, inventorying, material control coordination and automated data entry for warehouse stock.•Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.•Fulfilled packaging orders and performed quality control tasks in order to meet deadlines.•Assisted in approving new credit customers and setting up accounts.•Analyzed office activities and reviewed work space use to improve efficiency of office tasks.•Responded to inquiries from clients through telephone, e-mail, and fax.•Verified details of transactions, including funds available and total account balances.

•Wrote and edited high-quality content and visually impactful programs under deadline pressure with exciting, captivating and authentic approach.•Wrote engaging and successful press releases to control information, public opinion and increase exposure for clients.•Managed all social media platforms, which included organizing and posting relevant information to promote the client's online presence.•Researched and presented news coverage on various public policy issues in order to capture relevant and updated content.•Designed and created content for email newsletters that were used to maintain contact with customers and provide useful information.