Connie Malonson
Peyton
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
45
45
years of professional experience
1
1
Certification
Work History
Customer Service Coordinator-Shift Lead
Banfield Animal Hospital
04.2024 - Current
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
- Did calls confirming appointments, next day follow up calls to check on pets and client connection calls to notify clients of services due for their pets.
- Handled check in/check out of patients which included various types of payments including cash handling.
- Filled prescriptions and created prescription food cards
- Greeted clients and pets by name and kept front desk area clean and organized for optimal client experience.
- Reviewed daily reports to meet labor/pet goals, sent medical records, completed end of day reports, handled vet chat requests and managed all hospital emails.
- Supported staff with various duties as requested.
Regional Vice-President-Southern Colorado
Heritage Title Company
01.2018 - 10.2023
- Developed and implemented strategies to increase regional sales volume.
- Managed recruitment activities to ensure adequate staffing levels within the region.
- Assisted with resolving customer complaints or disputes in a timely manner.
- Ensured compliance with all applicable laws, regulations, policies, procedures.
- Coordinated efforts between regional offices to maximize efficiency gains.
- Built relationships with our clients and was involved in industry organizations.
Statewide Escrow Administrator
Heritage Title Company
06.2014 - 01.2018
- Was the go-to person for companywide escrow dept. to resolve issues, answer questions, review processes and assist with implementing new company procedures.
- Organized special events such as company parties or trips for employees.
- Prepared reports on various projects for management review.
- Provided general administrative support to staff members.
- Assisted in the development of new administrative systems, procedures and policies.
Regional Vice-President-Denver Metro
Heritage Title Company
03.2007 - 06.2014
- Oversaw the development of budgets, forecasts, and business plans for each escrow branch in the Denver Metro area.
- Was in charge of staffing, hiring and firing.
- Conducted regular meetings with and mentored branch managers.
- Managed recruitment activities to ensure adequate staffing levels within the region.
- Assisted with resolving customer complaints or disputes in a timely manner.
- Monitored competitor activity to stay abreast of industry trends and developments.
- Established performance metrics that tracked progress toward goals across multiple branch offices.
- Formed an employee volunteer program statewide to get involvement in community by working with non-profit organizations, providing fundraising and volunteers for projects.
- Formed a committee for employee volunteer program (Heritage Hearts in Partnership) to build relationships with various non-profit organizations throughout the state of Colorado.
- Led volunteer days involving employees for many organizations including Brother's Redevelopment, Denver Children's Home, Ronald McDonald House, Extreme Community Makeover, Tennyson Center for Children, HomeAid, Honor Flights of Southern Colorado and many, many more.
Branch Manager-Escrow Dept.
Heritage Title Company
03.1987 - 03.2007
- Oversaw branch operations and employees within the branch.
- Closed on Real Estate transactions.
- Created effective training programs for new employees in the branch.
- Managed recruitment activities to ensure adequate staffing levels within the branch.
- Assisted with resolving customer complaints or disputes in a timely manner.
- Ensured compliance with all applicable laws, regulations, policies, procedures.
- Established performance metrics that tracked progress toward employees goals.
- Built strong relationships with corporate leadership teams at head office level.
- Built teamwork and camaraderie with employees as well as other branch managers.
- Built relationships with colleagues within the industry.
Escrow Officer
Heritage Title Company
02.1983 - 03.1987
- Handled closing transactions for real estate properties
- Built teamwork among co-workers
- Built relationships with customers and clients
- Assisted clients in problem solving
- Was a resource for co-workers and customers
Receptionist
Heritage Title Company
01.1981 - 02.1983
- Greeted visitors and provided them with assistance.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Assisted in maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
- Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
Education
Some College (No Degree) -
Metropolitan State College
High School Diploma -
Lakewood High School
Lakewood, COSkills
- Profit and Loss Management
- Industry Partnership Development
- Staff Management
- Strategic Planning
- Relationship and Team Building
- Community Outreach
- Employee Motivation and Performance
- Client Relationship Building
- Leadership and People Development
- Board Collaboration
Certification
- Certified Life Coach - Addiction recovery, Grief/Loss and Disaster recovery
Additional experience
- Founded and was involved with Heritage Hearts in Partnership for 12 years through my previous place of employment. This was an employee volunteer program that worked in the community for a wide variety of non-profit organizations providing volunteers and fundraising events.
Timeline
Customer Service Coordinator-Shift Lead
Banfield Animal Hospital
04.2024 - Current
Regional Vice-President-Southern Colorado
Heritage Title Company
01.2018 - 10.2023
Statewide Escrow Administrator
Heritage Title Company
06.2014 - 01.2018
Regional Vice-President-Denver Metro
Heritage Title Company
03.2007 - 06.2014
Branch Manager-Escrow Dept.
Heritage Title Company
03.1987 - 03.2007
Escrow Officer
Heritage Title Company
02.1983 - 03.1987
Receptionist
Heritage Title Company
01.1981 - 02.1983
Some College (No Degree) -
Metropolitan State College
High School Diploma -
Lakewood High School
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