Client Experience and Satisfaction:Achieve efficient resolution to escalated customer issues, maintaining high client satisfaction - 86 NPS four consecutive years - 91% overall client retention rateDevelopment/improvement of client manuals to improve client experience, resulting in reduced questions about the product Regular presentations to clients on products and servicesParticipate in and present at annual industry conference, providing product insight to potential clientsOperational Efficiency:Meet 100% monthly usage report and tax deadlines Increased employee client load 15% by leading the coordination and implementation of new technology and best practices, improving scalability within departmentOversee overall satisfaction of 430+ clientsStrategic Collaboration: Regular feedback and discussion with Vice President regarding client retention and team cultureCollaborated with Vice President and other leaders to create updated visionMember of IFTA Organization Educational Forum planning committeeAttend IFTA and IRP events, providing opportunities to meet and influence other industry professionalsLeadership and Team Management:Maintained zero voluntary turnover of remote employees, demonstrating exceptional leadership and team satisfactionPrioritize regular one-on-one meetings, focusing on coaching, feedback and goal setting; providing detailed written documentation, including action itemsProvide advancement opportunities to exceptional employees by providing clear growth and development plansCreate and implement new learning opportunities for employeesAddressed performance issues, implementing improvement plans and making necessary staffing changes to ensure organizational effectiveness

Team and Workflow Management:Manage a team of 5 employees.Meet 100% processing goals each monthImproved team productivity over 30% within the first four monthsReduced overtime within the department by evening out workflowAssisted manager with employee-client assignments and strategic department changesPlan and hold regular team and individual meetingsMetrics and Coaching:Maintain and communicate department metricsCoach individual team members in various work related areasHiring and Payroll:Assist with interviewing and hiring new employeesHandle all payroll issues and time off requestsTesting and Development: Led system improvement initiatives, including new website designCoached team members on work-related issues

Developed comprehensive manuals for all dashboards Facilitated effective interdepartmental communication to enhance customer supportProduced instructional videos for MPG dashboardKept current with product and service changesAddressed and resolved customer inquiries with empathyAchieved an overall customer satisfaction of 4.5/5Served as primary customer service contact for analytic clientsConducted live WebEx sessions to train customers on the MPG dashboards

Acted as an informal leader within the account service department, spearheading process and system improvementsServed as the go-to peer for facilitating sensitive customer conversationsTrained and provided backup support to other account service administrators, ensuring operational continuityPromoted a culture of flexibility and work-life balance within the teamDeveloped a complaint procedure for IFTA tax reporting for natural gas and dual-fuel customersRecognized as a Subject Matter Expert (SME) for special IFTA tax servicesDelivered excellent customer service, consistently achieving the highest satisfaction scoresMaintained a perfect record of 100% on-time deliverables

Delivered comprehensive training on proprietary software, ensuring a smooth transition and high user satisfactionResolved technical issues directly with end-users, providing prompt and effective solutions to maintain operational efficiencyManaged and addressed all financial concerns with customers, ensuring clarity and timely resolutionFostered an environment which encouraged continual process improvementsEffective liaison between customers and internal departments

Administrative Assistant for Corporate Communications and Investor Relations Departments.