Iris Upshaw Email & Phone Number

Portland, Maine Metropolitan Area

Provided timely and accurate support to claimants, policy holders, and the claims department. Managed appropriate adjudication of short-term disability claims in accordance with policy provisions. Initiated and facilitated case management and other ancillary services to assure optimum outcomes. Fostered and built external and internal relationships based on the needs of the business and the customers.

Lubbock, Texas Area

Kept records or prepared reports for management concerning visits with clients. Submitted reports and reviewed reports or problems with superior. Interviewed individuals or family members to compile information on social, educational, criminal, institutional, or drug history. Provided information or referred individuals to public or private agencies or community services for assistance. Consulted with supervisor concerning programs for individual families. Advised clients regarding food stamps,… Show more Kept records or prepared reports for management concerning visits with clients. Submitted reports and reviewed reports or problems with superior. Interviewed individuals or family members to compile information on social, educational, criminal, institutional, or drug history. Provided information or referred individuals to public or private agencies or community services for assistance. Consulted with supervisor concerning programs for individual families. Advised clients regarding food stamps, child care, food, money management, sanitation, or housekeeping. Overseen day-to-day group activities of participants. Visited individuals in homes or attend group meetings to provide information on agency services, requirements, or procedures. Meet with youth groups to acquaint them with program services and participant expectations. Show less

San Antonio, Texas Area

Handled confidential information which would have immediate negative impact on the company operations, performance, or value if shared beyond its intended audience. Demonstrated a high degree of professionalism, initiative and independence in supporting the President’s office on a wide variety of complex issues. Established and maintained effective working relationships with President’s staff, officials, and the general public. Assisted the President in the timely management of all… Show more Handled confidential information which would have immediate negative impact on the company operations, performance, or value if shared beyond its intended audience. Demonstrated a high degree of professionalism, initiative and independence in supporting the President’s office on a wide variety of complex issues. Established and maintained effective working relationships with President’s staff, officials, and the general public. Assisted the President in the timely management of all communication, both written and via telephone, e-mail and voice mail with a variety of constituents; composed letters and statements independently requiring interpretation and application of rules, regulations, and monitored follow up with all distributions that required answers, response, and written replies. Used initiative to handle a wide variety of administrative support duties, managing complex calendars, arranging meetings/travel. Arranged for and scheduled appointments for the President as requested, supervised the preparation of materials for meetings as appropriate; coordinated appointments, meeting and speaking engagements for the President as designated. Maintained liaison with all levels of administration and faculty to coordinate and resolve problems and issue related to administrative matters of internal and external nature. Identified best methods for providing training using company developed materials. Provided training in a variety of settings. Managed all HR functions such as new hire paper work, new hire orientation, recruitment, and HR sensitive issues. Show less

San Antonio, Texas Area & Lubbock, Texas Area

Built and retained customer relationships, cross sold deposit products, administered effective referrals, coached/mentored lower performing peers, implemented effective referrals. Reviewed existing accounts to determine the current credit position of customers and ensured they were able to meet commitments to the company. Made credit decisions within assigned authority. Interfaced with sales organization to communicate credit decisions and ensure timely review of new customers. Serviced… Show more Built and retained customer relationships, cross sold deposit products, administered effective referrals, coached/mentored lower performing peers, implemented effective referrals. Reviewed existing accounts to determine the current credit position of customers and ensured they were able to meet commitments to the company. Made credit decisions within assigned authority. Interfaced with sales organization to communicate credit decisions and ensure timely review of new customers. Serviced high-net-worth accounts. Managed business and individual customer deposit and loan portfolio. Referred business to investment management, trust, and other departments as needed. Show less

Lubbock, Texas Area

Managed the hiring, development, retention, and performance of the customer service team and its managers. Ensured key performance metrics including call center statistics, response times, order accuracy, ecommerce utilization, and customer satisfaction measures were defined and achieved. Monitored and managed key account relationships and collaborated with sales and marketing to maximize revenues and customer loyalty. Contributed to the development of customer retention infrastructure… Show more Managed the hiring, development, retention, and performance of the customer service team and its managers. Ensured key performance metrics including call center statistics, response times, order accuracy, ecommerce utilization, and customer satisfaction measures were defined and achieved. Monitored and managed key account relationships and collaborated with sales and marketing to maximize revenues and customer loyalty. Contributed to the development of customer retention infrastructure, processes, and systems to increase the quality and efficiency of support to customers. Established customer service policies, processes, and standards. Show less

Masters, Human Resources

Bachelors, Business Management

Currently enrolled in Masters Program with a focus on Human Resources.

Associates, Business Administration