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Client Relations and Support Supervisor Resume Example

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CLIENT RELATIONS AND SUPPORT SUPERVISOR
Summary

Personable Client Relations and Support Supervisor who is successful at building strong professional relationships. Manages large and complex projects while maintaining high team morale and energy. Skilled mentor and mediator who excels at bringing out the best in team members.

Highlights
  • Risk management
  • Unsurpassed work ethic
  • Contract management
  • Relationship building
  • Troubleshooting
  • Detail-oriented
  • Big picture thinking
  • Project management
  • Diverse work group leadership
Accomplishments

Successfully implemented a new loan product on our servicing platform. Multiple processes were created and streamlined to mitigate risk of the consumer, the client and our corporation. Today, it is one of the corporation's largest portfolios.

Experience
Client Relations and Support SupervisorOct 2011 to Current
Student Assistance Foundation/Tru Student － Helena, MT
  • Oversight and management of corporate client contracts and programs to ensure legal and regulatory requirements are met.
  • Draft action plans and lead meetings with management and executives to review project status and proposed changes.
  • Collaborate with internal and external cross-functional teams to implement project schedules and plans.
  • Program/product data and budget analysis.
  • Manage contract and agreement development with all new and prospective corporate clients.
  • Assess client projects by determining priorities and deadlines that create a win-win solution for clients and internal business units.
  • Set workload priorities and performance evaluations of the Client Relations and Support team.
  • Monitor team progress and enforced deadlines.
  • Motivate, mentor and train.
Client Relations and Support Advocate (Account Manager)Sep 2006 to Oct 2011
Student Assistance Foundation － Helena, MT
  • Interpreted and/or maintained client contracts, reports, program materials and portfolio integrity.
  • Served as a liaison for the clients between all departments within the organization and the dedicated project management team to convey legal, technical program requirements, system capabilities, training, reporting and time lines to accomplish desired corporate outcomes.
  • Delivered status reports to stakeholders.
  • Defined project deliverables and monitored status of tasks.
  • Revised, created and implemented contracts, products, programs, procedures, amendments, and other documents or processes as necessary.
Customer Service Team LeaderOct 2005 to Sep 2006
Student Assistance Foundation － Helena, MT
  • Developed and implemented training plans.
  • Monitored incoming/outgoing phone calls.
  • Answer inquiries and resolved issues of employees, clients, and escalated customers.
  • Provided technical support and guidance to specialists.
  • Analyzed and assigned work hour requirements.
  • Monitored and maintained the necessary controls for the department in order to ensure effective skip trace and collection of payments met industry regulations.
  • Maintained all departmental operating procedures.
  • Identified areas of weakness and trends.
CARE SpecialistJul 2004 to Oct 2005
Student Assistance Foundation － Helena, Montana
  • Counseled students on their debt, options to pay their debt, and when applicable, how to resolve account delinquency.
  • Processed Title IV forms that pertained to the Federal Family Education Loan Program (FFELP).
  • Reviewed student loan records to determine proper responses to inquiries based upon facts, program regulations, documentation and case history comments.
  • Ensured all activities were accomplished in an effective, efficient and timely manner with the quality and quantity needed to exceed due diligence requirements while adhering and complying with all laws and regulations.
Education
Bachelor of Arts, Elementary Education1999Carroll College － Helena, Montana
Competency Highlights
  • Influencing, leading, and delegating abilities.
  • Microsoft Office expertise
  • Result oriented
  • Ability to initiate/manage cross-functional teams and multiple projects.
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Resume Overview

Companies Worked For:

  • Student Assistance Foundation/Tru Student
  • Student Assistance Foundation

School Attended

  • Carroll College

Job Titles Held:

  • Client Relations and Support Supervisor
  • Client Relations and Support Advocate (Account Manager)
  • Customer Service Team Leader
  • CARE Specialist

Degrees

  • Bachelor of Arts , Elementary Education 1999

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