Jamie Lynn Prata Email & Phone Number

Remote

• Directed several teams of 4 – 8 employees’ schedules, time off requests, and workflows, with emphasis on top-tier service and fast delivery of results to clients resulting in over $20M annual revenue. • Successfully developed, implemented, and enforced standard operating policies and procedures (SOPs) across functions such as: customer service, payment support, exception handling, quality control standards, and reporting with SalesForce CRM. • Established and continually developed… Show more • Directed several teams of 4 – 8 employees’ schedules, time off requests, and workflows, with emphasis on top-tier service and fast delivery of results to clients resulting in over $20M annual revenue. • Successfully developed, implemented, and enforced standard operating policies and procedures (SOPs) across functions such as: customer service, payment support, exception handling, quality control standards, and reporting with SalesForce CRM. • Established and continually developed employee coaching sessions, team meetings and team-building exercises to keep virtual team engaged, motivated, and connected.• Cultivated and maintained qualified staff by selecting, training, mentoring evaluating, rewarding, and recommending promotion of employees. Time constraints• Improved contact center operations by monitoring performance, identifying and resolving problems, and managing system and process improvements in a high-energy, fast-paced, and deadline-driven environment.• Day to day management of business operations; ensured target productivity levels, department goals, service level standards, and Key Performance Indicators (KPIs) were achieved and maintained.• Position eliminated due to layoff of 60% of workforce, Show less

Remote

• Articulately and diplomatically handled numerous verbal and written correspondence types while building positive rapport and fostering public relations in a virtual setting, resulting in long-lasting and continued relationships with vendors and clients. • Compiled precise daily, weekly, and monthly reports and audits for client executives.• Addressed and immediately resolved obstacles such as no-shows, missed services, and app issues. • Built and maintained complex Excel… Show more • Articulately and diplomatically handled numerous verbal and written correspondence types while building positive rapport and fostering public relations in a virtual setting, resulting in long-lasting and continued relationships with vendors and clients. • Compiled precise daily, weekly, and monthly reports and audits for client executives.• Addressed and immediately resolved obstacles such as no-shows, missed services, and app issues. • Built and maintained complex Excel spreadsheets for tracking of payments, inspections, communications and more; emphasis on v-lookups, functions, and macros. Heavy utilization of NetSuite CRM.• Consistently met and exceeded Key Performance Indicators (KPIs) and target metrics. Show less

Seekonk, Ma

• Independently managed over 20 client sites and forecasted delivery needs by utilizing custom-built software, as well as direct calls to clients, establishing delivery window.• Served as single point of contact for 25 drivers requesting load details while on the road, ensuring safety.• Resolved obstacles due to driver absences, missed delivery windows, station run-out, product allocation issues, and truck or trailer breakdowns, guaranteeing client satisfaction.• Compiled and filed… Show more • Independently managed over 20 client sites and forecasted delivery needs by utilizing custom-built software, as well as direct calls to clients, establishing delivery window.• Served as single point of contact for 25 drivers requesting load details while on the road, ensuring safety.• Resolved obstacles due to driver absences, missed delivery windows, station run-out, product allocation issues, and truck or trailer breakdowns, guaranteeing client satisfaction.• Compiled and filed monthly and quarterly sales and fuel tax reports for MA and RI. Show less

Foxborough (Foxboro), Massachusetts, United States

• Responded to customer inquiries regarding billing, service and collection issues via phone, email, and chat; proactively resolved service issues before further escalation necessary with a 93% customer experience satisfaction level.• Received Emerald Circle Awards for exceeding sales goals in 3 of 4 quarters in fiscal year 2016. • Utilized retention strategies and effective negotiating skills to minimize the impact of cancellation requests and rate rollbacks, resulting in approximately… Show more • Responded to customer inquiries regarding billing, service and collection issues via phone, email, and chat; proactively resolved service issues before further escalation necessary with a 93% customer experience satisfaction level.• Received Emerald Circle Awards for exceeding sales goals in 3 of 4 quarters in fiscal year 2016. • Utilized retention strategies and effective negotiating skills to minimize the impact of cancellation requests and rate rollbacks, resulting in approximately 90% customer retention. • Consistently met and exceeded monthly, quarterly, and annual key performance indicators and target metrics. Utilized SalesForce software. Prioritize shifting priorities attention to detail interpersonal• Appointed liaison and mentor for new representatives due to accomplishments and performance. Show less

Mansfield, Ma (Contract Position)

• Itemized executive’s extremely busy business and personal calendars. • Arranged intricate domestic and international travel arrangements, including air & rail travel, hotel, limousine service, car rentals; compiled detailed itineraries and agendas.• Established new expense report system. Tracked personal and business expenses, completed weekly and monthly expense reports in a timely manner; monitored and balanced multiple credit and banking accounts. google sheets collaborative… Show more • Itemized executive’s extremely busy business and personal calendars. • Arranged intricate domestic and international travel arrangements, including air & rail travel, hotel, limousine service, car rentals; compiled detailed itineraries and agendas.• Established new expense report system. Tracked personal and business expenses, completed weekly and monthly expense reports in a timely manner; monitored and balanced multiple credit and banking accounts. google sheets collaborative unplanned• Developed and maintained complex Excel spreadsheets to track vendors, invoices, and purchase orders.• Monitored all daily incoming and outgoing communications; composed correspondence involving complex and non-routine matters. • Arranged, organized, and prepared meetings for executives in house as well as video and audio teleconferences with domestic and overseas clients. Show less

Pawtucket, Ri

• Supervised staff of 20 – 30 during events while consistently ensuring top notch service with 100% customer satisfaction.• Organized all travel plans, including flights, rental cars, and hotels; developed continuing relationships with hotel chains, airlines, travel services and tractor rental and repair services across the country.• Proactively and routinely saved 10 – 20% annually on company insurance coverage, including GL, business auto, health, and workers compensation while… Show more • Supervised staff of 20 – 30 during events while consistently ensuring top notch service with 100% customer satisfaction.• Organized all travel plans, including flights, rental cars, and hotels; developed continuing relationships with hotel chains, airlines, travel services and tractor rental and repair services across the country.• Proactively and routinely saved 10 – 20% annually on company insurance coverage, including GL, business auto, health, and workers compensation while maintaining agency affiliations.• Coordinated vendor contract negotiations, saving over 30% on costs of office, photo, shipping services and supplies; created and established ongoing relationships with barter and trade companies to drastically reduce travel costs. Show less

Riverside, Ri

• Identified new business opportunities and utilized cold-calling skills to secure new policies.• Consistently provided top-notch customer service to ensure 100% customer satisfaction.• Conducted all daily office duties, including distributing/organizing mail, answering phones, answering email communications, filing, data entry, and appointment coordination.• Acted as first contact for automotive insurance claims; provided follow up on all claims, relieving clients' claim… Show more • Identified new business opportunities and utilized cold-calling skills to secure new policies.• Consistently provided top-notch customer service to ensure 100% customer satisfaction.• Conducted all daily office duties, including distributing/organizing mail, answering phones, answering email communications, filing, data entry, and appointment coordination.• Acted as first contact for automotive insurance claims; provided follow up on all claims, relieving clients' claim anxiety.• Routinely investigated methods to save customers money on their existing policies, establishing long-term agency clients. Show less