Key Contributor & Effective Leader supporting operations and administrative functions in fast-paced and high-stress environments within a variety of industries. Experienced in driving internal changes by applying expertise in strategy development, supervising staff members, and increasing customer service levels. Equipped with a significant ability to leverage skills in project management and to introduce new tools for cost/time savings and efficiency improvements while simultaneously fostering positive rapport with clients.

  Direct customer service and sales operations within a virtual call-center environment which includes identifying customer needs, making appropriate product recommendations, and evaluating results

  Review and diffuse escalated customer complaints, prepare comprehensive sales/service reports, and provide recommendations to members of executive management

  Successfully rated as the number 2 Sales Agent out of 600 total Agents

  Handled several sales and business development functions within a retail banking environment which included maintaining positive rapport with both new and existing clients

  Designed and implemented strategies which focused on increasing community awareness, streamlining current sales processes, and increasing staff product knowledge

  Played a lead role in the implementation of a Business Call Program along with participating in all Community Reinvestment Act activities/programs

  Utilized significant communication and interpersonal abilities to maintain strong relationships with clients along with monitoring compliance levels within a retail banking environment

  Gathered financial data from clients in order to make credit recommendations, performed quality control calls to clients on a regular basis, and monitored customer promotions/pricing

  Maintained positive relationships with local businesses within the community, developed unique business development strategies, and assisted clients with achieving individualized financial goals

  Identified potential credit related issues and developed unique solutions focused on addressing each individual financial issue

  Oversaw several financial and customer service related tasks with a concentration on improving customer relationships and targeting potential new customers within the community

  Attended community events on behalf of the organization, promoted new products and/or promotions, and providing individualized sales coaching to branch personnel

  Direct a variety of administrative and logistical functions within the organization with a focus on analyzing health plan contracts, performing cost utilization analysis, and assisting in agreement tracking

  Utilize exceptional analytical abilities to oversee HEDIS/QARR data provided by health plans along with gathering comprehensive health plan data in order to create in-depth reports

  Successfully identify and analyze risk areas within the organization with a concentration on improving productivity and efficiency

  Coordinated several clerical functions within the organization s medical records department which included verifying medical records for accuracy and completeness and entering information into a database

  Completed comprehensive research of accounts receivable in addition to working closely with insurance companies on the settlement of accounts

  Small Business Relationship Manager (Assistant VP), JP Morgan Chase Bank (1998-2005)

  Business & Professional Banker, Citibank (1991-1998)

Licensure Includes: Life and Health Insurance License (New York State) and Series 6 & 63 License

Proficient In: Macintosh/IBM, Microsoft Office Suite, Lotus 123, Lotus Notes, Customs, Sinaps, Acaps, Interlink, DAQ Billing, ePaces, EMR, EHR, and Treats