client experience manager resume example with 20+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
:
Summary
Results-driven Client Success Manager successful at enhancing customer loyalty with forward-thinking and attentive strategies. Competent in providing customers with exceptional experiences which drive retention. Eager to offer more than 20 years of related experience and pursue dynamic, growth-oriented position.
Partnered with internal stakeholders to define marketing program requirements.
Followed up with past customers to verify satisfaction with products, alerting of new product availability and maintaining presence to capture future business opportunities.
Designed and directed orientation and training programs to meet client needs.
Welcomed new clients and educated on the Glassboard platform.
Monitored phone calls to provide feedback and coaching.
Assisted staff with resolving complex customer issues and implementing targeted solutions.
Led team engagement to assist cross-functional departments and achieve goals.
Maintained knowledge of company products and services to promptly resolve complaints and concerns.
Created training manuals to resolve simple and complex customer issues.
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Conducted training and offered staff development opportunities to decrease process lags.
Managed correspondence, tracked activity and leveraged data communications to boost traceability initiatives.
Enhanced company-wide procedures and policies to improve employee morale and boost customer satisfaction.
Rolled out operational improvements and solutions to deliver top-notch customer service.
Audited customer account information to identify issues and develop solutions.
Relayed customer feedback to cross-functional teams to improve products and services.
Set clear expectations and helped employees pursue optimal paths for achieving each target.
Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
Trained new hires on products and services, best practices and protocols to reduce process gaps.
Processed documentation and troubleshot discrepancies to build client rapport.
Explained benefits, features and recommendations to maximize client retention.
Organized client contracts, records and reports to strengthen traceability.
Responsible for over $700,000 in sales and an account manager for almost 1000 organizations including the Atlanta Falcons, Insurance Point, Xerox, Turner Broadcasting, Fort Worth Oral Surgery and Home Choice Partners
Managed the entire sales process from start to finish including establishing and developing client relationships, managing customer expectations, working through roadblocks, resolving conflicts and creating a reoccurring business pipeline
Developed and lead the execution of multiple client gifting plans
Adjusted plans as necessary to achieve objectives within schedule, scope, budget and resource constraints
Assisted in training and mentoring new sales personnel
Delivered superior customer support to improve account retention rate.
Responded to customer inquiries quickly and professionally to maintain customer satisfaction.
Maintained detailed account records and contact logs to facilitate sales process.
Consulted with customers to aid selection and purchase of products that met needs.
Scheduled and attended virtual meetings with customers to close business deals.
Cultivated and strengthened customer relationships to drive revenue growth.
Negotiated prices, terms of sale and service agreement to close transactions.
Developed sales opportunities by researching and identifying potential accounts.
Liaised between suppliers and customers to build and establish long-term business partnerships.
Investigated sales and service issues to provide successful resolutions.
Collaborated with team members to determine strategic sales approaches.
Contacted new and existing customers to discuss product and service solutions.
Monitored or followed-up on shipment dates to facilitate timely delivery.
Managed account data in CRM to communicate updates to stakeholders.
Worked in conjunction with outside sales representative to maintain and grow product sales.
Drove value-added solution selling to maximize margins and gain market share.
Prospected via phone and internet to develop leads and drive revenue.
Cultivated account relationships by providing strategic service and support to customer base.
Leveraged computer system to input customer orders and pricing information.
Training Supervisor, 12/2010 - 08/2012 Altec – Springfield, MA,
Conducted training needs assessments to identify individuals' current level of skill compared to required competency for position.
Met with company and department leaders to gather information for new training courses.
Cross-trained employees to do other jobs within business, increasing job skills and productivity.
Incorporated new curriculum to meet changing needs.
Equipped sales associates with knowledge and motivation to make sales by establishing recognition-rich culture.
Conveyed current policy, procedure and compliance information to employees.
Identified and communicated to management regarding areas needing additional training.
Completed evaluations of new employees to determine strengths and customize training.
Conducted ongoing evaluations to determine effectiveness of programs and make recommendations for necessary modifications.
Evaluated and communicated trainee participation and performance in reports to management.
Trained employees on new software with minimum level of frustration and training friction.
Developed training materials, manuals, procedures and visual aids to effectively achieve organizational goals.
Directed strategic planning and implementation of user assistance documentation, product training and self-support for knowledge solutions.
Trained and developed departmental employees on software systems, platforms, health and safety regulations, courier protocols, inventory tracking system and database manager operations.
Created cost estimates by compiling anticipated costs for training events.
Shift Manager, 12/2009 - 06/2011 Mars – Lewisburg, PA,
Positioned skilled staff in key areas throughout shift to optimize department productivity.
Managed schedules, accepted time off requests and maintained coverage for shifts.
Enhanced operations and boosted productivity through employee training, coaching and assignments.
Upheld company standards and compliance requirements for operations.
Taught staff upselling techniques to meet revenue targets.
Coordinated extensive planning, development of project milestones and budget for complex contracts.
Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
Extended existing customer relationships through extensive communication and tried-and-true marketing strategies.
Major accomplishments: Worked from hostess position to shift manager in less than 6 months
Successfully grew the graveyard shift to the top in the city through an energetic and positive attitude and excellent customer service.
Collections Supervisor, 12/1996 - 12/2009 Apria Healthcare – Fresno, CA,
Supervised a team of 12 collectors in a highly competitive and high energy environment
Assisted in hiring and training new employees
Organized collection workload according to degree and amount of delinquency and assigned accounts to workers for collection, also assisted with collection activities in difficult cases
Major accomplishments include: Leading my team to the number one collection team in the company for 8 months in a row when the market was crashing following 911.Was elected employee of the month 3 times for consistency and motivated work ethic.
Facilitated communication throughout revenue cycle between locations to achieve alignment of staff morale, local activities and other information beneficial to team.
Education and Training
GED: , Expected in 01/1990 - Salt Lake Community College - , GPA: Status -
Activities and Honors
Tenured manager and employee development professional with over 5 years of proven success in sales, project management and operations. Dynamic, self-motivated leader with a high degree of ownership and an outstanding track record of achieving results in rapid change, high stress environments with integrity. Genuine desire to help others reach their full potential through trust and accountability.
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