Parvati Bradley Email & Phone Number

Dana Point, Ca, Us

Dana Point, California, United States

Detail-oriented Call Center Manager with demonstrated success in leadership by motivating, managing and leading teams to provide the highest level of service to clients, converting leads, resolving complex client escalations, coaching, mentoring and developing team members to achieve goals and objectives and meeting high performance standards in both quality and quantity to maximize productivity and profitability.

Santa Ana, California

I am a detail-oriented Client Success Supervisor with knowledge in Yardi Voyager (Residential) and have demonstrated success in managing and leading teams to provide the highest level of service to clients, resolving complex customer escalations, coaching, mentoring and developing team members to achieve goals and objectives and meeting high performance standards in both quality and quantity to maximize productivity and profitability. My Key competencies include: Staff Development; Performance Management; Interviewing/Recruiting/Training; Formulating & Implementing Dept Initiatives; Onboarding and Training Clients; Client Satisfaction & Retention; Process Improvement; Problem Resolution / TroubleshootingI have a passion for helping clients and team members in achieving their goals. I have been recognized for turning negative situations into positive ones, whether related to clients or team members. I love a good challenge and feel rewarded when I overcome them.I believe in leading by example. Being a role model is the most important aspect of being a leader. I believe that one should be a leader for the right reasons. I enjoy and feel rewarded by mentoring, developing and coaching my team members and helping them achieve their goals.

Santa Ana, Ca

Santa Ana, Ca

Detail-oriented Client Success Supervisor with knowledge in Yardi Voyager (Residential) and demonstrated success in managing and leading teams to provide the highest level of service to clients, resolving complex customer escalations, coaching, mentoring and developing team members to achieve goals and objectives and meeting high performance standards in both quality and quantity to maximize productivity and profitability. Key competencies include: Staff Development; Performance Management; Interviewing/Recruiting/Training; Formulating & Implementing Dept Initiatives; Client Satisfaction & Retention; Process Improvement; Problem Resolution/Troubleshooting; Onboarding and training clients

Santa Ana, California

Santa Ana, Ca 92707

Managed team comprised of client-facing and operations professionals responsible for all aspects of client service. Consistently initiated and maintained communication with clients and provided high-level service. Performed account management duties for major portfolios. Worked with end users in a support and training capacity. Effectively resolved and diffused all customer escalations. • Effectively serviced major portfolios as a Client Executive • Effectively negotiated with clients resulting in client retention and increased revenue.• Led team to exceed department goals and expectations by: - Auditing KPI reporting.- Implementing processes resulting in efficiency, eliminating backlog and improving service. - Ensuring team members responded to clients in a timely manner and all client service activities were compliant with company guidelines. - Effectively establishing clear and quantifiable goals and objectives for team members.- Evaluating staff and conducting performance appraisals.- Coordinating training and cross-training team in different aspects of client service.

Managed day-to-day operations and team of 16 responsible for responding to client requests relating to mutual funds. • Effectively managed call center to ensure all calls were answered on time. • Developed and implemented improvements in the client service procedures. • Interviewed, hired and implemented training of new hires. Provided ongoing coaching and counseling. Conducted performance appraisals. • Ensured all training needs for new and experienced teams were met and completed on schedule.• Spearheaded team responsible for introducing and implementing accelerated training schedule for associates resulting in higher production and accuracy. • Ensured production goals were met; prepared and enforced budget expenditures for the department.• Wrote and implemented client service procedures resulting in improved lead-times.• Wrote procedures and led project to ensure best practices were followed consistently in the department.• Managed phone systems used to record associate calls, monitoring and resolving issues successfully that resulted in a savings of $165K.Operations Team Leader, Brea, CA (2001-2006)Managed team responsible for reviewing and processing client requests for mutual funds retirement and non-retirement accounts. • Interacted with clients to resolve complex issues, involving IRS regulations.• Devised system that tracked production for associates.• Implemented new system that enabled peers to monitor calls received and made by staff to ensure superior client service.

REUTERS AMERICA, INC., New York, NY 1985-2000Western Region Billing/Client Administration Manager, Los Angeles, CA (1995-2000)Created, developed and managed department for the Western Region responsible for all aspects of client service including call center, client billing and collections, reviewing, accurately entering and tracking sales orders, contract management, and responding to specific client needs and major account management. • Developed global customized billing resulting in reduction of outstanding debt substantially.• Managed between 25 to 30 people (including supervisors) responsible for all aspects of client service functions in seven offices throughout United States, processing several thousand transactions each month. • Performed complex accounting tasks.• Increased efficiency within the department enabling it to become the best in the company through accuracy of billing, and reduction of debt. Sales Administration Supervisor (1988-1995)Senior Order Analyst (1985-1988)