McKesson

Case Manager

Stealth Monitoring, Inc.

• Prepared reports for company meetings with channel partners which resulted in 12% increase in upsell, 16% in gross retention and 24% in net retention from Q2 2022 to Q2 2023.
•Executed data entry of customer information including demographics, membership information, and 800+ client and vendor contracts.
• Identified and troubleshot over 150+ customer generated requests a week to ensure all issues at surveillance sites are diagnosed to be serviced by field technicians.
• Responsible for tedious special projects including but not limited to backlog and site audits, technician van stock, region productivity reports, and much more.
• Assisted service managers with training current and incoming dispatchers in office and remote through via teams and zoom on company systems, revised processes, ordering equipment, and more.
• Liaised with the warehouse and operations by utilizing Smartsheet to provide expedited shipping and tracking updates, communicate equipment pivots and replacements within inventory, and ordering equipment.

Service Coordinator II

Eyewitness (Merged with Stealth Monitoring, Inc)

•	Effectively coordinated and prioritized all deliveries, exchanges, pick-ups, and service calls to appropriate locations, according to customer requests or specifications for internal field technicians and subcontractors for 34% of the U.S.
•	Utilized Salesforce to look up site names and addresses, create and close cases, track progress on installation projects and much more. 
•	Provided timely follow-up to ensure prompt service for clients through incoming phone calls and via outlook email.
•	Collaborated with account and customer success teams which increased customer ROI by 7% by the end of 2022. 
•	Utilized Excel to efficiently pull and manage escalation reports resulting in a 15% increase in field productivity.

Field Service Coordinator

GM Financial

•	Responsible for managing both new and existing auto accounts for retail, commercial, and lease departments in a high-volume call center and work from home environment.
•	Finished in the top 5% of performance evaluations every quarter which covered initiative, talk time, enthusiasm, tenacity, intense customer focus and knowledge of company processes and products.
•	Managed over 150+ customer accounts a day consisting of documentation, follow-ups, payment arrangements, and other queries using via email, phone, and chat. 
•	Fostered relationships with product support staff, technical personnel, sales leaders, finance team and executives to transform and strengthen business processes.

Customer Success Advocate II

Impact Floors

•	Promoted to team lead over the customer service department at the largest branch, overseeing 12-15 representatives which led the turnover rate from 40% to 0%.
•	Worked closely with with sales team to create project plans delivering within customer budget and proactively followed up with all leads resulting in a 23% increase in sales in 2020. 
•	Drafted accounting reports covering incoming and outgoing shipments for the warehouse to ensure inventory is up to date. 
•	Defined project roles and responsibilities in close collaboration with the customer, including project scope and objectives to ensure a cross-functional understanding amongst project members.
•	Directed and coordinated the staff involved in a variety of activities, such as order processing, consumer relations, sales support, reviewing warranties and processing claims, and expediting service and repairs.
•	Assisted more than 50 customers per day with purchasing decisions and product details to improve the customer experience, recommending sale items and earning a customer satisfaction rating 15% higher than the company average.

Customer Care Team Lead

Rising Starz Child Care Center

Handled and resolved any disputes within or related to the program and department, in support of the director. 
Prepared lesson materials such as bulletin board displays, exhibits, equipment, and demonstrations. 
Organized and supervised recreational activities to promote physical, mental, and social development for 100+ students.
Set program goals, and devised new methods for improving and sustaining program or department activity.
Undertook staffing responsibilities such as hiring, training, evaluating and more.
Tutored and assisted children individually or in small groups to help them master assignments. 
Reinforced learning concepts presented by teachers for the purpose of enforcing administration policies and rules.

Assistant Director Of Student Activities

Organized Data Entry Specialist with 7+ Years of quality-focused data entry and extensive background in customer service experience using various database software and application platforms. Ability to work independently with outstanding communication skills and flexibility in working with others. Extensively trained in transcription, word processing, and spreadsheets. Consistently exceeds all KPIs measuring handle time, quality, and daily case touches with strong attention to detail and accuracy.

Performance focused targeting specific company and customer needs, looking to exceed, achieve and transform. Diligent in holding upper-level positions leading teams and collaborating across functions to execute projects and meet critical targets and deadlines.

Taplio

Sydney Robinson's Linkedin Analytics

Sydney Robinson

Want to drive more opportunities from LinkedIn?

Taplio

.css-1jgreyo{background-image:linear-gradient(284deg, rgba(39,43,72,1) 0%, rgba(33,47,183,1) 100%);color:transparent;-webkit-background-clip:text;background-clip:text;}Sydney Robinson's Linkedin Analytics

Sydney Robinson

Want to drive more opportunities from LinkedIn?

Sydney Robinson's Linkedin Analytics