Joanna Hackett

• Manage a team of seventeen employees both offshore and onshore location, providing payment services within the Clients.
• Implemented escalation procedures to effectively handle time-sensitive issues.
• Recruited, hired, mentored and trained staff on business procedures, policies, duties and customer care methods.
• Oversaw day-to-day business operations by fostering deep professional relationships with stakeholders and customers.
• Worked in tandem with peers to better understand business process and initiate improvements, helping company achieve goals.
• Promoted energetic atmosphere with purpose to drive improvements in customer care and experiences.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Managed purchasing, sales, marketing and customer account operations efficiently.
• Reported issues to higher management with great detail.
• Implemented business strategies, increasing revenue, and effectively targeting new markets.
• Gained strong leadership skills by managing projects from start to finish.
• Adaptable individual with exceptional interpersonal skills and talent for building relationships. Known for delivering outstanding service and enhancing client satisfaction. Focused on fostering positive interactions and creating collaborative environment.

• Adhered to standards of quality and service as well as all compliance requirements.
• Set up new customer accounts and updated existing profiles with latest information.
• Built strong relationships with clients, vendors and stakeholders for loyal, profitable accounts.
• Completed routine and complex account updates to resolve problems.
• Achieved or exceeded company-defined targets.
• Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
• Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
• Kept projects on schedule by managing deadlines and adjusting workflows.
• Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
• Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
• Test and Analyze new software projects through to implementation.

• Detected and enforced improvement opportunities in supply chain.
• Oversaw supply chain vendor pricing, inventory management and stock distribution.
• Tracked customer and supply chain details for precise and timely fulfillment.
• Identified and communicated customer needs to supply chain capacity and quality teams.
• Resolve issues between supply chain and payments with high daily targets.
• Team target setting standards.
• Responded to critical supply chain issues and devised contingency solutions to mitigate supply chain risk or inbound or outbound logistics disruptions.

Same as previous role

• Obtained and reviewed construction insurance information and delivered to contract administrators.
• Communicated with clients daily via emails, telephone, texting and social media.
• Coordinated procurement of project plans and specifications and routed data to construction management team.
• Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
• Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
• Created reports, presentations and other materials for developments and financiers.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Coordinated office events, seminars and meetings for staff and clients.
• Point of contact for sales and marketing.
• Oversaw and improved deliveries through proactive coordination of daily operations.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Reduced operational risks while organizing data to forecast performance trends.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Reported issues to higher management with great detail.
• Identified opportunities to streamline processes and improve office operations and efficiency.
• Cultivated strong relationships with vendors and partners supporting administrative operations.
• Worked in tandem with sales team and customers to negotiate payments and verify account reconciliations.
• Investigated and resolved customer disputes related to credit decisions.
• Cultivated interpersonal skills by building positive relationships with others.
• Proven ability to learn quickly and adapt to new situations.
• Personnel conflict resolution

• Adaptable individual with exceptional interpersonal skills and talent for building relationships. Known for delivering outstanding service and enhancing client satisfaction. Focused on fostering positive interactions and creating collaborative environment.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Accomplished multiple tasks within established timeframes.
• Controlled resources and assets for department activities to comply with industry standards and government regulations.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
• Defined clear targets and objectives and communicated to other team members.
• Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Established team priorities, maintained schedules and monitored performance.
• Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
• Designed supporting documentation, writing in-depth game design documents for features and systems using professional and audience-appropriate voice.
• Carried out administrative tasks such as handling policy renewals, maintaining records and collecting insurance payments.
• Analyzed operations to evaluate business performance, determine areas of potential cost reduction, improve programs and introduce policy changes.
• Goal-oriented professional with proven success in applying analytical skills to solve complex problems and overcome challenges. Dedicated to enhancing team performance and driving business success.
• Demonstrated leadership skills in managing projects from concept to completion.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Marketing - Commercial Film and Marketing Office Manager