April D Conover
Summerville
Summary
Customer Service Professional with a strong analytical mindset and critical thinking abilities, skilled in leveraging data reporting to identify trends that enhance customer satisfaction, and drive business outcomes. Demonstrated success in collaborating with cross-functional teams to develop data-driven solutions that promote operational efficiency. Excels in delivering exceptional customer service while analyzing performance metrics for continuous improvement.
Overview
31
31
years of professional experience
Work History
Customer Service Champion II
Verizon
Charleston
02.2013 - Current
- Provided detailed product information to customers as requested.
- Supported sales team members to drive growth and development.
- Participated in designing initiatives to boost sales volume.
- Resolved customer complaints promptly and effectively.
- Prevented key account losses by researching discrepancies and correcting problems.
Director of Operations
Passport Identity Marketing, LLC.
Mount Pleasant
10.1993 - 02.2009
- Implemented successful business strategies to increase revenue and target new markets.
- Reviewed contracts with vendors to ensure compliance with regulations and terms and conditions.
- Assessed reports and adjusted workflows to realign with targets.
- Managed day-to-day operations of staff in multiple departments.
- Identified areas where process improvements could be made, resulting in increased productivity, and created policies and procedures.
- Oversaw the implementation of new technology solutions designed to streamline processes.
- Facilitated meetings with key stakeholders to discuss progress towards objectives.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Coordinated activities between different departments to ensure successful completion of projects.
- Negotiated contracts with suppliers ensuring best value pricing options were secured.
- Ensured compliance with applicable laws, regulations, industry standards.
- Developed and implemented operational strategies to improve efficiency and reduce costs.
- Worked with management team to develop operational goals aligned with business strategy.
- Resolved customer service issues in a timely manner while maintaining high levels of customer satisfaction.
- Analyzed data across variety of sources to identify trends, patterns and areas of opportunity.
- Conducted performance reviews for direct reports and provided feedback for improvement opportunities.
- Established operational guidelines and identified opportunities for improvement.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Assessed and evaluated business procedures and implemented structure to improve day-to-day operations.
- Provided leadership and guidance to subordinate managers and supervisors.
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
- Oversaw personnel by commending or initiating promotions, transfers and disciplinary measures.
- Created effective business plans to focus strategic decisions on long-term objectives.
Education
Bachelor of Science - Business Administration
Strayer University
Washington, DC03-2023
Associate of Applied Science - Management-Leadership Development
Trident Technical College
Charleston, SC04-2012
Skills
- Product knowledge
- Sales support
- Customer complaints resolution
- Account management
- Data analysis
- Operational efficiency
- Project management
- Process improvement
- Contract negotiation
- Team leadership
- Budget management
- Operations oversight
- Quality assurance
- Strategic planning and execution
Projects
- Designed, implemented, and managed a uniform program for Babies R Us stores in the U.S. and Canada.
- Implemented and manged AAFES program for the U.S Army and Air Force.
- Managed a program for the Guggenheim Foundation.
Timeline
Customer Service Champion II
Verizon
02.2013 - Current
Director of Operations
Passport Identity Marketing, LLC.
10.1993 - 02.2009
Bachelor of Science - Business Administration
Strayer University
Associate of Applied Science - Management-Leadership Development
Trident Technical College
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