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Client Service Manager Resume Example

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KateJohnson
Summary

I love staying organized and make everyone's life easier. It brings such a genuine joy to my heart to take a burden off of loved ones' shoulder and I will always do anything to enhance that. Work is not different. There aren't many things that can grow a company the way that trust and dependability can, and I pride myself in being so dedicated to both.
My first goal as a Client Service Manager has always been to make sure that the client/patient gets what they are asking.
When I get into a job, I want to know everything. What can I do? How can I do it? I make sure to be precise and detail-oriented. I strive to make my reputation at work by keeping open line of communication with teammates and folks in different functional roles.
Sometimes I find I can still learn new things when a teammate comes in with a fresh perspective, and I seek to give credit and elevate those who have something new to contribute.

Skills
  • Proficient in Word, Excel, Outlook, Interactant, POC Payroll
  • Account management
  • Client relations and retention
  • Training programs
  • Conflict resolution techniques
  • Skilled multi-tasker
  • Training and coaching
  • Management of remote employees
  • Meticulous attention to detail
  • Quality assurance controls
  • Customer Service
  • Deadline-oriented
  • Schedule coordination
  • Hospitality Management
  • Communication
  • Planning
  • Leadership
  • Problem-Solving
  • Teamwork
  • Patient Assessment
  • Organization
  • Decision Making
Experience
Company Name | City, StateClient Service Manager09/2017 - Current
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
  • Oversaw address of customer requests for friendly, knowledgeable service and support.
  • Drove customer escalations to resolution by engaging directly with clients.
  • Revised department schedules to maximize coverage during peak hours.
  • Scheduled appointments to meet customer needs and resolve key concerns.
  • Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Interviewed, hired and trained new quality-focused customer service representatives.
  • Understanding and ensuring adherence to the agreed plan of care for each client in your caseload.
  • Partnering and communicating with all members of the clients circle of care which may include family members, assigned Power of Attorney/spokesperson, community partners and related agencies.
  • Monitoring and escalating changes in your clients plan of care, services or condition.
  • Conducting home visits and safety checks.
  • Ensuring proper documentation and record-keeping for agency payers.
  • Recruitment, screening and selection of direct care staff based on Agency and external referrals.
  • Determining schedules and adequate staffing and processing completed visits for payment.
  • Providing consultation and training to Direct Care Staff to ensure quality care and service Monitoring staff, identifying problem situations, and assisting in problem solving for optimum outcomes.
  • Evaluating job performance of staff and providing performance reviews, corrective action, or other disciplinary/performance appraisals and counseling.see less
  • Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
Company Name | City, StateWorkforce Education Assistant09/2015 - 09/2016
  • Offered students personalized educational, behavioral and emotional support.
  • Handled clerical duties, managed classrooms and coordinated documents for teachers.
  • Organized and distributed homework, textbooks, classroom supplies and other learning materials.
  • Participated in meetings with parents concerning child's progress and areas of concern during parent-teacher conferences.
  • • Manage and maintain a WE student caseload for BFET and Worker Retraining
  • Assist students with completion of processes required by state agencies related to their funding source, such as DSHS and ESD
  • Determining eligibility for the program
  • Draft an education plan and monitor progression to completion
  • Monitor satisfactory academic progress
  • Provide academic advising based on student's education plan
  • Assist students in assessing their skills, abilities, and experience to determine education needs that will lead to employment in high demand occupations
Company Name | City, StateExecutive Assistant to the Managing Director05/2015 - 09/2015
  • Tackled and addressed top-level, high-priority issues with professional administrative discretion.
  • Revised and maintained master calendar for client appointments.
  • Detailed and arranged travel arrangements and venue reservations for conferences and seminars.
  • Set up meeting and event logistics for senior management and updated calendars.
  • Restocked office and break room supplies to maximize team productivity.
  • Managed daily invoices, reports and proposals.
  • Supported auditors during review process with clerical support.
  • Verified operation of office equipment by completing preventive maintenance requirements and calling for repairs.
  • Oversaw executive schedules for team of company leaders.
  • Recorded and maintained updated information on company services.
  • Managed incoming and outgoing correspondence, including mail, email and faxes.
Company Name | City, StateHR & Quality Assurance Coordinator09/2016 - 09/2017
  • Assists applicants with the hiring process and ensures completion of each step on the “road to employment” (ex. pre-employment screening, interviewing, job offer, licensure, reference checks, screenings, etc.)
  • Acts as face-to-face applicant support at the branch level
  • Conducts local recruitment activity including pre-screening applicants and outreach to current and former employees regarding available opportunities
  • Represents the local branch in Job Fairs/Hiring Events/Local Staffing Initiatives
  • Maintains up-to-date employment records (personnel, medical/confidential, I-9, WOTC, etc.)
  • Completes data entry in required employment, payroll and scheduling systems (ADP Enterprise, Point of Care, Cornerstone, etc.)
  • Coordinates required training, screenings and certification completions
  • Ensures compliance with Federal, State & ResCare requirements (initial and annual compliance, ResCare-specific mandates)
  • Conducts periodic/scheduled audits of employee files
  • Conducts suspicion of use screening/facilitate on-site drug alcohol testing
Education and Training
Bellevue College | CityAssociate of Arts in Healthcare05/2016
Languages
English:
Professional
English:
Professional
Russian:
Professional
Russian:
Professional
Certifications
  • CNA License
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Resume Overview

School Attended

  • Bellevue College

Job Titles Held:

  • Client Service Manager
  • Workforce Education Assistant
  • Executive Assistant to the Managing Director
  • HR & Quality Assurance Coordinator

Degrees

  • Associate of Arts in Healthcare

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