Administrator/Customer Relations Officer
British Orchard Nursery
Total years of experience :2 years, 6 Months
• Managed customer and employee complaints
• Coordinated radio marketing and PR
• Monitored and contributed to social media
• Planned and participated in team building events
• Rolled-out and analyzed surveys
• Supported in writing award applications
• Scheduled management for conferences, seminars, etc.
• Maintained electronic and hard copy files
• Created and circulated newsletters via email
• Recorded, compiled, and distributed meeting minutes
• Organized termly staff parties
• Drafted letters, emails, and other correspondences for representatives of management
Coordinated cross-functional teams for campaign planning assistance and implementation.
Supported manager in performing management functions, such as staffing training and expanding business plans.
Responsible for supervisor training, performance management documentation and interview and selection processing.
Managed a high-volume workload within a deadline-driven environment and consistently met performance benchmarks in the areas of speed, accuracy and volume.
Ensured center is adhering to all state and federal outbound telemarketing laws and guidelines.
Ensured all service levels for all areas are met.
Assisted the manager in recruiting diligent professionals, committed to high principles of service and performance.
Maintained cordial relations with other staff and assisted them in resolving issues.
and Responsibility
Supervised a staff of twenty-eight people within the customer service dept.
Recruitment and trained customer service representatives.
Achieved a high levels of quality, service and teamwork within the assigned team
Maintained superior customer experience and promoted business growth by supporting District Managers and Agents.
Oversaw the handling of complex transactions which require referral processing.
Provided instruction to CSRs to enabled them to triage all incoming calls and resolve or refer them appropriately.
Maintained, evaluated and reported on quality and service controls within the Support Service team.
Reviewed and evaluated available reports to determine the most effective and efficient work processes for handling incoming calls.
Reviewed and exercised approval of transactions not within the authority of the assigned personnel. Identified internal and agent related business insurance system problems.
Tracked and reported on weekly results and monthly customer experience scores. Conducts phone audits on Customer Service Representatives monthly and provides regular performance results.
Assisted the internal support team in the identification and documentation of all defects.
Assisted the Business Insurance Management team in preparing the annual business plans and reporting results monthly
Provided Service Team Managers with information about the type of calls and number of calls from agents regarding the various products to promote pro-active training within their team and the agency force.
Performed other duties as assigned.
Assisted the marketing manager and the marketing team with all marketing activities.
Developed product descriptions.
Handled production of marketing materials and literature.
Coordinated the production of a wide range of marketing communications.
Provided support for marketing events and exhibition displays.
Marketed to potential clients via telephone for appointments to daily open houses designed to introduce the Direct Buy program.
Wrote articles and designed promotional adverts.
Prepared marketing blogs and looked after social media marketing.
Kept marketing department’s documentation and databases up-to-date.
Validated product inventory and updated promotions.
Completed other projects as assigned.
Introductory psychology, Brain mind behavior, Developmental psychology, Abnormal psychology, Behavioral neuroscience, personality.