● Handle the day-to-day scheduling for the Client Services team.● Administer the 3rd party technology applications that support the team.o Account Owner of Zendesk: handling renewal of software, agent licensing, IVR, and reporting.● Actively participate in and contribute to the Daily Operations management team.● Define and complete top three priorities on a weekly basis to meet organization goals.● Lead the daily Client Services team meeting to review metrics and discuss any process and product inconsistencies and inefficiencies that customers have reported.o Collaborate with other departments (works closely with the Development team and the Customer Success team) to improve product inconsistencies and customer experience.● Conduct regularly scheduled 1-on-1 meetings with the Client Services team members to set goals, priorities and provide performance feedback.● Actively participate in bi-weekly 1-on-1’s with the COO to discuss company objectives, weekly priorities to ensure projects are being completed and to provide statistical and performance feedback on the Client Services team.● Conduct monthly quality reviews to ensure Client Service Advisers are providing professional and efficient service.● Work with Client Services Team Lead to set, measure, and report on productivity, efficiency, customer satisfaction metrics and training.o The Client Services team has been maintaining an overall average score of 92% customer satisfaction within the past year.● Work with HR to ensure the team is appropriately staffed and developed.o Interview potential candidates to make hiring decisions, collect employment eligibility documents, and assist in making sure new hire onboarding tasks are completed.● Perform staffing forecasts to help with budget for future staffing needs.● Follow all product and IT escalations and work with the development team to see through resolution.● Review and approve timesheets and handle time-off requests.

● Troubleshooted client issues received over the phone, email, and web chat to help identify patterns or trends that may have led to feature requests, bug fixes or workflow improvements.● Documented and followed all escalations and worked with end users and QA/development team to see through resolution.● Ensured data integrity and HIPAA compliance.● Performed monthly quality reviews for each team member to provide performance feedback and coaching to improve quality of work and to ensure departmental goals were being met.o The Client Services team maintained an overall average score of 90% customer satisfaction during this time period.● Provided statistical and performance feedback on a regular basis to the Director of Service Delivery.● Provided input on hiring and trained team members during the onboarding process.● Managed day-to-day support schedules.● Reviewed and approved timesheets.

● Troubleshooted client issues received over the phone, email, and web chat.● Maintained an overall average score of 91% customer satisfaction.● Think critically and logically to resolve escalated support issues.● Interacted with different departments to report issues that clients had and stayed informed of software enhancements and upgrades so that these changes were communicated to our clients.

● Troubleshooted client issues received over the phone, email, and web chat.● Maintained an overall average score of 91% customer satisfaction.● Think critically and logically to resolve escalated support issues.● Interacted with different departments to report issues that clients had and stayed informed of software enhancements and upgrades so that these changes were communicated to our clients.

● Led training efforts for data coders entering parts information for General Motors Global Purchasing System and DataForge System.● Assigned coding requests or coding projects to coders.● Monitored coding productivity to meet each plant/client deadlines. ● Met and exceeded productivity goals, coding between 300-350 parts per week.

● Entered customer spare parts lists by assigning a description, common code and plant cisco code to the parts in General Motors Global Purchasing System.● Made outbound calls to obtain verification of vendor information (company name, OEM part number, contact information, etc.) and recorded in an excel spreadsheet.● Performed other duties effectively as assigned or appropriate to improve productivity, company profit, and customer service.

● Processed between 350 - 400 documents such as indexing, canceling policies, and updating addresses per customer and agents request that was faxed, mailed, and emailed into our company.● Made outbound calls to both agents and customers when additional information and documents were needed to complete the request.● Maintained a high standard of efficiency, productivity, and superior quality of work.

● Answered inbound calls from both agents and customers.● Multi-tasked in several different systems daily.● Phone underwriting while taking endorsements.● Answering billing questions and taking payments.