client service manager resume example with 19+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
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Professional Summary

A motivated and dedicated experienced leader with a passion for building strong client relationships, a proven ability in the execution of operational initiatives, quality services, problem resolution and organization agility in a hectic and fast-paced environment. Progressive industry background and decisive leadership style offering strategic planning, change management and a forward-thinking mindset. Ready for challenges and focused on meeting future demands.

  • Leadership and Team Development
  • Problem Resolution
  • Process Oriented
  • Results Driven
  • Strong Communication Skills
  • Project Execution
  • Culture Awareness
  • Continuous Improvement
  • Leading Change
  • Business Management Principles
Work History
Client Service Manager, 01/2014 to Current
AccentcareLebanon, PA,
  • Lead customer service strategy in all aspects of call center operations supporting 4,000 clients and 1M+ contacts annually
  • Drive cost-saving initiatives for operational efficiencies, inclusive of digital and self-service platforms
  • Established strategic direction, and tactical leadership in day-to-day responsibilities of new technologies such as IVR, Workforce, Quality, Outbound Dialer, SMS texting, Chat, Chatbot, and SalesForce CRM
  • Execute strategies to develop and sustain high-performance culture and employee engagement
  • Direct development and execution of policies, procedures, and operating structure
  • Drive culture of continual service improvement, process automation, and accountability
  • Establish and consistently deliver on major KPIs; ASA:45, ABN 5%, FCR 97%
  • Collaborate with other internal/external stakeholders
  • Responsible for accurate forecast and staffing plan doubling staff for peak season
  • Develop and maintain effective organizational responsibility including recruiting, training coaching, recognition, and performance standards
  • Manage vendor relationships in excess of $1M
  • Develop and execute 4-year strategy with cloud-based contact center solutions platform
  • Successfully replaced and overhauled outdated technology with Nice inContact: Telephony, IVR, Quality, Workforce, Employee Engagement, and BI reporting platforms
  • Responsible for launch of employee recognition program to improve overall performance by 30%
  • Effective mobilization to move 98% of employees to work from home within 5 days
  • Continual improvement mindset fostering innovative ideas to automate and optimize manual work processes, increase efficiencies, reduce labor resources and improve client experience
  • Lead expansion of new communication channels for SMS, live agent chat, chatbot
  • Improve productivity/reduce costs with outbound dialer, CRM, and telephony interface
  • Monitored metrics and developed actionable insights to improve efficiency and performance
  • Conducted training and mentored team members to promote productivity and commitment to friendly service
  • Managed department call volume of 1 million contacts per year and coordinated department schedules to maximize coverage during peak hours
  • Created customer support strategies to increase customer retention
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
  • Introduced higher standards for customer service and increased efficiency by streamlining operations
  • Developed service procedures, policies, and standards
  • Followed through with client requests to resolve problems
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
  • Completed special projects by using effective decision-making, critical thinking, and time management skills
  • Collaborated with upper management to improve customer service processes and support structures company-wide
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives
  • Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes
  • Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets
  • Controlled resources and utilized assets to achieve qualitative and quantitative targets
  • Monitored customer service operations to assess agent performance and provide feedback
  • Established and oversaw performance targets for call center associates
  • Created clear and effective policies governing all aspects of employee work and interaction with customers
  • Determined quality assurance benchmarks and set standards for improvement
  • Implemented process improvement initiatives within department
Client Service and Sales Operations Director, 01/2012 to 01/2014
  • Consulting manager of client services, account management, and sales for a $26M laboratory serving the transplantation industry
  • Managed all aspects of customer service call center operations and sales
  • Oversight of monthly and annual forecast and departmental budget
  • Facilitated cross-functional initiatives to reduce customer complaints and improve processes
  • New Client Onboarding, Contract Management, Problem Resolution, and At-Risk Account Management
  • Prepared monthly management reports including but not limited to key performance metrics and trends
  • ASA, AHT, FCR, CSAT (FCR improved 15%)
  • Built strong alliances with key leadership and Board of Directors
  • Strong verbal communicator and reliable problem solver focused on delivering exceptional customer experience
  • Updated policies and procedures supporting high-quality customer-centric Operating Procedures
  • Lead a cross-functional team utilizing Lean Six Sigma methodologies to identify operational deficiencies and improve Account Receivables by 30% in 3 months
  • Developed and implemented performance improvement strategies and plans to promote continuous improvement
  • Increased customer satisfaction by resolving issues
  • Managed development and implementation of lean and continuous improvement manufacturing initiatives across the production environment
  • Developed custom value stream mapping to monitor production efficiency
  • Championed new Lean strategies, framework, and project elements to drive multidisciplinary growth and process overhaul
  • Led efforts in analysis and design of more cost-effective processing technology to improve specimen processing to decrease result turnaround time by 50%
Client Service Operations Director, 01/2008 to 01/2012
Viracor LaboratoriesCity, STATE,
  • Established strategic vision with oversight of daily operations and successful execution of a centralized Client Service and Support model for a $60 million privately held reference laboratory
  • Developed strong partnerships to identify process improvement opportunities utilizing Lean Six Sigma principles and root cause analysis for continuous improvement
  • Developed inbound/outbound call strategies meeting the needs of key customer segments
  • Core team member of Salesforce CRM redesign
  • Lead initiative improving customer experience using a 360 view of customer needs aligning sales, marketing, billing, and customer service
  • Deployed Voice of Customer program establishing and monitoring customer satisfaction scores
  • Built consensus with executive support to build a proactive service strategy aligned with organizational growth initiatives
  • Established and oversaw performance targets for call center associates
  • Created clear and effective policies governing all aspects of employee work and interaction with customers
  • Oversaw business-wide changes to modernize procedures and organization
  • Drove performance initiatives, facilitating 7% increase in revenue of existing clients
Senior Account Sales Manager, 01/2003 to 01/2008
Shawnee Mission MedicalCity, STATE,
  • Responsible for account management (sales and customer service) of occupational health clinic generating an annual revenue of $1.5 million in product and services
  • Collaboration with the medical director, clinical managers, physicians, nurses, and physical therapists to meet healthcare needs for local employers
  • Increased revenue by156% through consultative sales and account management
  • Collaborated with key stakeholders to leverage resources and developed new programs and services
  • Successful in developing strong relationships with key executives, owners, and government officials
  • Identified new revenue streams and established a certified Missouri Emergency Medical Response Agency for a $2 billion industrial construction project
  • Managed overall project including development of processes and procedures including Drug Screening and Medical evaluation for employees and contractors
  • Responded and awarded the contract for the largest employee health contract in the Kansas City Metro area providing pre-employment screenings, emergency medical care, DOT Physicals, and work comp case management
  • Strong public image inspiring a high level of confidence and trust
  • Used vendor expertise to deliver educational content to sales team
  • Closed lucrative sales deals using strong negotiation and persuasion skills
  • Resolved customer issues quickly to close deals and boost client satisfaction
  • Met with clients, delivering presentations and educating on product and service features and offerings
  • Developed and implemented comprehensive business strategies and sales and marketing plans that complemented overall corporate operating plan
  • Established and cultivated solid business relationships with new or existing customers
  • Attended industry shows, conventions and other meetings with primary mission of expanding market opportunities
Bachelor of Science: Industrial Management, Expected in to Missouri State University - Springfield, MO

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Resume Overview

School Attended

  • Missouri State University

Job Titles Held:

  • Client Service Manager
  • Client Service and Sales Operations Director
  • Client Service Operations Director
  • Senior Account Sales Manager


  • Bachelor of Science

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