Erin McCool

Customer Success Agent

Scholastic

Dec 2024 - Current (1 year 11 months)

• Delivered outstanding customer service across various programs, resolving customer-related issues for sales teams, which boosted customer satisfaction by 20% and enhanced team efficiency. • Managed outbound call campaigns and supported special service-related programs, leading to increased customer engagement and program success • Handled customer communications via calls, faxes, and emails, ensuring timely and professional responses, which enhanced customer trust and loyalty • Resolved product or service problems by identifying issues, determining solutions, and following up to ensure resolution. • Assisted with business initiatives, including reconfirmations, conversions, and collections, contributing to improved operational effici

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Associate, Client Care

Symphony Talent, LLC

Feb 2022 - Feb 2024 (2 years 1 month)

Facilitated seamless data exchange by processing incoming and outgoing data in various formats such as XML, CSV, and others. Ensure accurate data transformation through XSLT. Spearheaded creation and upkeep of client feeds, enabling timely delivery of data. Cultivated and managed relationships with third-party vendors, including job boards to foster smooth collaboration and maximize opportunities. • Project Management: Identified process bottlenecks and implemented a ticketing system, categorizing and prioritizing 70+ tickets, which reduced stalled tickets by 50% through improved task tracking and process optimization. • Collaborated with customers, account leads, and technical teams to address and resolve client issues, ensuring alignmen

Document Coordinator

Freedom Mortgage

Aug 2020 - Feb 2022 (1 year 7 months)

- Assessed and fulfilled employment documentation requirements, obtaining 100% accurate CPA letters and business licenses for loan approvals, ensuring compliance with lending regulations.
- Managed payoff process, securing necessary documentation and expediting loan disclosures by 15%.
- Secured 50+ appraisals to support accurate property valuation and informed lending decisions, improving turnaround time by 10%.
- Streamlined mortgage application process, ordering 100+ credit reports via Equifax, resolving issues like liens and judgments, reducing processing time by 20%.
- Facilitated collection of written/verbal verifications, ensuring 100% compliance with borrower validation protocols, reducing documentation error

Customer Trainer Associate

Lockheed Martin

Feb 2018 - Aug 2020 (2 years 7 months)

Collaborated with project lead to manage timelines for 8 projects, ensuring 95% on-time delivery through effective planning and coordination. Tracked 6+ projects using Agile methodologies, improving task completion rates by 20% within two-week sprint cycles, ensuring efficient project execution. Adapted project timelines for 5 major projects, maintaining momentum and achieving 90% adherence to schedules, despite scope changes. Performed ongoing evaluation of team member tasking to optimize project efficiency and ensure timely project completion. Led biweekly sprint planning meetings for 6+ projects, ensuring smooth task allocation, increasing team efficiency by 15%. Monitored 8 projects, ensuring adherence to scope and budget, reducing budg

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Program Analyst

Engility

Feb 2016 - Nov 2017 (1 year 10 months)

Developed and maintained schedules and budgets for 5 FAA technical projects, ensuring 100% alignment with program objectives and 95% on-time delivery. Produced detailed status reports, integrating cost/schedule indicators for 3+ projects, enabling management to make timely and informed decisions, improving efficiency by 10% . Identified project trends/risks by preparing weekly/monthly business metric reports, reducing project risks by 15% and improving resource allocation. • Enhanced project efficiency by 20% through forecasting schedule trends, conducting critical path analyses, and optimizing schedules using advanced Excel reporting. • Assisted in the development of cost estimates for 10+ procurement actions, contributing to a 15% incre

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Enrollment Operations Supervisor

Towers Watson Exchange Solutions (now Willis Towers Watson)

Jun 2015 - Dec 2015 (7 months)

• In seasonal role, mentored and coached a team of 10-12 Benefit Advisors, improving team performance by 20% and exceeding seasonal enrollment targets by 15%.
• Applied performance metrics across 12 team members, increasing enrollment numbers by 25% and improving individual productivity by 10%.
• Measured and reported team performance metrics weekly to Pod Manager, contributing to strategy adjustments that improved overall team efficiency by 15%.
• Communicated team and individual objectives clearly, leading to a 10% improvement in team goal alignment and task completion rates.
• Collaborated with Pod Manager to develop strategies that improved overall Pod performance by 20%, meeting enrollment goals ahead of sch

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Health and Welfare Administrator

Xerox HR Solutions, LLC (now Conduent, Inc.)

Jun 2012 - Jan 2015 (2 years 8 months)

Conducted in-depth information gathering and resolved 50+ inquiries monthly, ensuring accurate resolutions while main taining detailed call logs for future reference. Processed 100+ contact center referrals and managed inbound mail, resolving client benefit issues within a 24-hour turnaround time. Fostered a collaborative team environment, providing guidance and training to junior staff, resulting in a 15% increase in team efficiency and error reduction. Monitored workload and response time, preparing weekly performance reports that optimized process flow and improved overall team efficiency by 10% . • Resolved 20+ escalated participant issues per week by collaborating with senior specialists, improving customer satisfaction scores by 15%

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Disability Services Coordinator

Rutgers University, Camden Campus

Aug 2010 - Aug 2012 (2 years 1 month)

• Led outreach and program development for 100+ students with disabilities, increasing program participation by 20% . • Evaluated and processed 200+ student cases, ensuring 100% compliance with accommodation guidelines and timely delivery of services. • Promoted the Office of Disability Services via social media campaigns, increasing student engagement by 15% and improving visibility across campus. • Collaborated with multiple departments, co-coordinating 5 major campus events including Welcome Week and New Hire orientation, boosting participation rates by 10% . • Contributed to the Rutgers Camden Disability Advisory Council by offering insights that improved accessibility policies, benefiting 150+ students annually

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Draft Processor

Automotive Resources International

Jun 2008 - Jan 2009 (8 months)

• Served as the key customer service contact for five largest national accounts, utilizing organizational skills to proofread and research business and financial documents, which led to the development of a business plan for system enhancements that improved service efficiency

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Administrative Assistant

Prudential Fox & Roach Realtors (now Berkshire Hathaway Home Services)

May 2002 - Apr 2008 (6 years)

• Prepared weekly work schedule for 15 staff members and maintained maintenance projects, budgets, and payroll reports. Composed and edited business correspondence and developed a more efficient filing system using project management skills, which improved office organization and productivity

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Erin McCool

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