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Alanna Resume (2)

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Alanna Resume (2)

  1. 1. 1039 Greenfield Dr Canonsburg PA 15317 • 724-746-1156 • Alanna Sahene Summary A results oriented service professional with 10+ years experience in a client service industry with a proven record of leadership with the ability to manage multiple tasks simultaneous with consistently exceeding performance standards. Display a positive “can do” attitude and known as an effective problem solver. Highly-motivated, competent and a people person make sales and continued return business a skill that is instilled. Professional Employment Oct 2013- current CentiMark Corporation Canonsburg, PA Corporate Customer Service Manager Manage a team of customer service representatives thatsupportCentiMark’s largest,mostvalued accounts. Responsible for generation of $20 million in revenue with-in 400 accounts. Implementprocesses and procedures thatcan assistwith work flow within the team while also benefiting the customer.  Directly resolved,or partnered with corporate and field personnel to resolve complexcustomer issues including service response,deliveryand custom invoice requirements.  Identify process improvementopportunities and partner with other departments to design and implement solutions including integration with external customer portals for order creation,updates and invoicing.  Designed and led the restructuring ofthe customer service representatives’ roles and responsibilities including the expanded role of accountownership with commensurate incentive program.  Trained the representatives on how to deal,respond and conform to customers thatled to increase customer satisfaction and increase bottom line revenue intake  Work closelywith field managers across the country to ensure thatcustomers are being handled efficientlyand work requests are processed quicklywhile inside team reports back to customer.  Hire and train new employees thatmove into the role as well as motivating current employees to promote and boostover-all good company/departmentmoral  Serve as liaison/single pointof contact for larger projects to ensure customer satisfaction. ________________________________________________________________________ 2-2009- 10-2013 Entitle Insurance Company Coraopolis, PA Sales and Marketing My responsibilities include building both B2B and B2C clients nationwide via phone. Educating clients on the benefits of doing business with the companyand how they can become more competitive in the marketplace. Developing markets where none existed previously and ensuring repeatbusiness. Maintaining consistentcontactwith the clients and appropriate follow up to ensure a quality customer experience. Earning incremental business from existing clients to grow companyrevenue.  Manage, train and oversee sales professionals  Develop, grow and maintain new and existing clients for sales team  Visiting mortgage brokers to obtain new orders  Quickly building rapport with prospects  Converting prospects into long term company clients  Follow up to ensure client satisfaction  Data enter new consumer contact information  Receive new orders from lenders  Maintain weekly consumer tracking sheet  Answer phones; handle customer complaints, cold calling
  2. 2. 2002 – 2009 LSI/Fidelity Pittsburgh, PA Client Relations Specialist  Solving escalated issues to ensure immediate resolution  Maintaining client relationships with lenders and borrowers  Oversee positive employee relations to ensure the in-house team works in a timely manner Problem Resolution Specialist  Assisting the Vice President of Operations  Solving all problems that could jeopardize continued business relations of major clients  Compiling and tracking of daily revenue figures  Determine goal attainment and profitability of the branch  Report daily revenue results directly to the corporate President Achievements: Received over a dozen WALL OF FAME awards as well as awardsfrom clients for excellent service. 1997 – 2000 Express Financial Services Pittsburgh, PA Client Relations Representative  Act as a liaison between major clients and the individual departments within Express  Assured continued business relations in house and on-site at the clients’ office  Train and oversee new hires on basic underwriting guidelines, systemnavigation and company policies and procedures  Troubleshoot all title issues  Clear up post-closing issues  Served as an on-site rep for higher revenue clients References Dean Trent, EVP-United Lending Services and former VP of LSI TitleCompany 412-788-7854 Jeff Patterson, Regional Sales manager of Stanley Communications 412-999-1631 Paula DeLaurenis, Former CMO of Entitle Ins Co 914-815-1654 Tim Dwyer, Founder/CEO of Entitle Insurance Co. 203-247-1023 Past work history includes: Ameriquest Mortgage Co & Raylon Corporation Monroeville, PA Education: Kent State, CCAC Business, Plum Sr. High School