Gemological Institute of America (GIA)

Client Service Representative

November 2011 - Present | New York, New York

• Dramatically increased overall client satisfaction by acting as the first point of contact for resolving issues and customer advocacy, reducing problems and complaints by over 50%.

• Core group member tasked with implementing a lobby queueing system for incoming clients, effectively improving wait times and gathering client details for use in Salesforce analytics, providing higher employee accountability and faster, more responsive services.

• Responsible for mentoring four new employees as part of a peer-to-peer mentoring program to improve the efficiency of the onboarding process and provide cross-understanding of department workflows which improved internal delays by 30%

• Volunteered for intensive cross-department training.