Paula Graham
Ajax,ON
Summary
Accomplished Senior Partner/Account Manager Support Specialist with a proven track record at Progresa, enhancing partner relations and streamlining operational processes. Expert in utilizing CRM and Salesforce to drive business development and account management. Demonstrates exceptional negotiation skills and a commitment to achieving customer satisfaction, contributing to a significant increase in partner retention rates.
Overview
24
24
years of professional experience
Work History
Senior Partner/Account Manager Support Specialist
Progresa
02.2017 - Current
- Gather assemble an communicate referral partner portfolio reporting
- Cultivate positive relationships with clients, partners, collection agencies
- On board and train/ educate new referral partners
- Participate in business development opportunities associated with referral channel partners
- Oversee all interactions with external third parties
- Prepare weekly detailed reports for affiliated partners
- Tactfully negotiate and manage customer complaints
- Coordinate with collection and broker agencies.
Senior Underwriter
Progressa
02.2017 - 04.2018
- Gather, assemble, and communicate referral partner portfolio reporting to both the Account Manager and external partners
- Manage any inbound calls and inquiries related to assigned channel partners
- Provide continuous updates to their assigned channel partners: delays, concerns, approvals, declines, etc
- Participate in new business development opportunities associated to their assigned channel partners: promotions, contests, etc
- Capture and communicate internal feedback from their assigned channel partners to the Account Manager
- Verify all documentation provided by the applicant
- Whether is was pay stubs, bank accounts or other documentation
- Explained to applicant whether they were approved or declined
- Administrative duties and cover reception when they were on breaks and vacation
- Assisted collections department, processing payments and making payment arrangements
- Addressing and resolving customer concerns, issues or complaints
- Ability to prioritize and handle volume calls while maintaining a professional approach
- Evaluating the client's current financial situation and matching appropriate solution by following company guidelines
- Establish payment plans or loan restructuring to retain active customers who are in financial hardship
- Capture & communicate daily, weekly, and monthly reports as requested by management
- Other related duties as required or assigned
- Manage overflow of payment calls on occasion.
Causual Part-Time-Client Services/Administration-Laboratory Medicine Program
University Health Network-Toronto General Hospital
01.2016 - 12.2017
- Generate database searches for specific test results and order 'add on' tests in the LIS
- Responsible for communicating to the various laboratories when necessary and in turn telephoning critical value results within 5 minutes of availability
- Search and maintain the LMP Internet Web site database menu to provide specimen requirements to clients
- As an integral member of the LMP Call Centre team
- Provide exemplary client support including inquiries for all LMP departments, data base searches and maintenance, report handling for the various LMP clients including: UHN home hospitals and all external clients and quality management
- Provide fast, accurate, pleasant and professional customer service to LMP staff and clients over the telephone
- Understand and used all aspects of the laboratory reporting system, including sending reports to remote printers, faxing and via courier
- Maintain strict confidentiality according to UHN guidelines
- Adhere to policies and procedures related to report handling and responsible for the distribution of reports as well as the transcription of referred-out test results into the LMP LIS system
- Maintain the LMP Internet Web site database menu to provide specimen requirements to clients
- Provided back-up support to the laboratory, handling a variety of administrative duties, and providing exceptional customer service.
Loyalty Representative-Marketing
TERAGO NETWORKS
11.2016 - 02.2017
- Maintain high customer retention rates through assigned account base
- Explore solutions based on customer needs on all interactions
- Interact with other departments including Sales, IT, Finance, and Operations to meet and deliver customer requirements/expectations
- Maintain regular touch-points with customers throughout contraction duration, including contract start, bi-annual check-ins and other communication as needed
- Manage all incoming Churn requests
- Track and maintain all activities in CRM.
Customer Service & Client Relations Consultant
Rogers Communications
05.2011 - 12.2015
- Acting Team -Escalations Advisor (2012-2015): Received escalated calls from Rogers Cable and Wireless customer
- Focused on attaining first call resolution, Built rapport with our clients which highlighting the benefits of an offer
- Delivered services on a professional, helpful and respectful manner
- Negotiated resolutions that balances the needs of the customer within the business rules
- Handled escalated calls from our internal and third party CSC's
- Demonstrated superior negotiation skills
- Maintained a 'can do' attitude with a genuine desire and willingness to help others
- Solutions/resolutions oriented with the ability to remain calm, focused and objective regardless the call content
- Coached a team of 15 agents and developed the team through regular sessions with a balanced scorecard approach using tools such as KPI's, company values, quality monitoring, and regular customer and peer feedback
- Regular quality monitoring, training, forecasting, reporting, cc systems, and daily coaching and incentives
- Senior Customer Service Consultant (2011-2012): Used customer service tools and training to understand and resolve customer questions and concerns
- Built relationships and loyalty with customers via friendly-efficient and high-quality
- Identified and introduces opportunities for customers to benefit Rogers's products and services, based on their needs and interests
- Completed accurate transactions with a sense of urgency and an eye for details; took appropriate action efficiently resolve issues
- Received and incorporated all feedback to improve professional and business performance
- Assist the customer in the resolution of all disputes and claims
- Act with confidence by answering or finding the answers to customer questions and finding solutions to customer issues
- Determine eligibility for technical support, log new case, handle escalations, assign priority levels, and route cases to proper departments for follow up and schedule technician appointments when needed
- Continuously increase knowledge and skills through self-motivation, formal education, seminars and workshops
- Also assisted in online inquires through our live e chat system.
Customer Service Representative
Toronto Hydro
01.2007 - 01.2011
- Setting up accounts for new customers and existing ones related to moves
- Scheduling meter readings and smart meter appointments
- Handling all billing inquires and disconnection of services
- Collection procedures: disconnections and issuing disconnections service orders, past due accounts and making suitable payment arrangements
- Administrative duties as well.
Customer Service Associate
Pitney Bowes
01.2006 - 01.2007
- To variety of clients, Maintain lease accounts, updated customer information, ensured customer had appropriate Insurance policies on capital equipment, resolved contract issues with sales reps and agents
Customer Service
NCO Group Inc
01.2005 - 01.2006
- Provided Customer Service for Fortune 500 Company; Review credit applications for basic requirements; Processing payments and account reconciliation; Contact delinquent customers and apply customer service oriented collection techniques; Conducted credit investigation through credit bureaus; Analyzed accounts for further action
Customer Service & Quality Assurance
Sitel Corporation
01.2003 - 01.2005
- Provided excellent customer service to variety of clients, Monitor Listener Care Representative (LCR) calls to ensure quality service, One on one coaching with LCR, Assist Team Managers to enhance team building and company moral with LCR, Look for calls and prepare them for client and internal calibrations, Assist LCR with answers to customer questions and product knowledge
Executive Assistant
Vigilant Business Software
01.2001 - 01.2003
- Attended phone calls, concluded the nature of calls and assisted callers to the proper department
- Organized appointments between employees and clients
- Accepted and distributed messages and mails to proper departments and employees
- Responsible for typing reports, memos and other correspondence
- Purchased office and other materials
- Updated memorandums and receivables through server
- Organized details of agendas, meetings, itineraries, travel arrangements and expense report.
Education
College Diploma - Medical Office Administration
George Brown College
06.1998
Secondary School -
Francis Libermann Catholic High School
06.1995
Skills
- Microsoft Word
- Excel
- Access
- Outlook
- Power Point
- Siebel Software
- Ensemble
- Paymentech Software
- Paymentplus
- Citrix
- FS Leasing
- Lotus Notes
- DRS systems
- Coins/Class
- TS2 and Plexus
- CC&B
- Oracle
- Maestro Systems
- Meditech
- EPR(Electronic Patient Information)
- PHS (Pathways Healthcare System)
- OHIP billing
- CRM
- NaVision
- Salesforce
- Live Chat
- Account Management
- Account Reconciliation
Languages
English
Native or Bilingual
Personal Information
Willing To Relocate: Anywhere
Timeline
Senior Partner/Account Manager Support Specialist
Progresa
02.2017 - Current
Senior Underwriter
Progressa
02.2017 - 04.2018
Loyalty Representative-Marketing
TERAGO NETWORKS
11.2016 - 02.2017
Causual Part-Time-Client Services/Administration-Laboratory Medicine Program
University Health Network-Toronto General Hospital
01.2016 - 12.2017
Customer Service & Client Relations Consultant
Rogers Communications
05.2011 - 12.2015
Customer Service Representative
Toronto Hydro
01.2007 - 01.2011
Customer Service Associate
Pitney Bowes
01.2006 - 01.2007
Customer Service
NCO Group Inc
01.2005 - 01.2006
Customer Service & Quality Assurance
Sitel Corporation
01.2003 - 01.2005
Executive Assistant
Vigilant Business Software
01.2001 - 01.2003
College Diploma - Medical Office Administration
George Brown College
Secondary School -
Francis Libermann Catholic High School
Similar Profiles
Maria Deyanira Cardenas MenesesMaria Deyanira Cardenas Meneses
Auxiliar contable y administrativo at Fundación Progresa-Rodrigo Cala PulidoAuxiliar contable y administrativo at Fundación Progresa-Rodrigo Cala Pulido
Sharvesh SakthivelSharvesh Sakthivel
Door-to-Door Sales Representative at Clear Coat ContractingDoor-to-Door Sales Representative at Clear Coat Contracting
Jacqueline CummingsJacqueline Cummings
Compliance Specialist at Connor, Clark & Lunn Private Capital Ltd. (CC&L)Compliance Specialist at Connor, Clark & Lunn Private Capital Ltd. (CC&L)
Janiya WynnJaniya Wynn
Caregiver at NACaregiver at NA
Yusuf YakubYusuf Yakub
Automotive Technician at Active Green+Ross Tire & Automotive CentreAutomotive Technician at Active Green+Ross Tire & Automotive Centre