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Client Service Partner Resume Example

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CLIENT SERVICE PARTNER
Professional Summary
SERVICE RELATIONSHIP MANAGER | CLIENT SUCCESS MANAGER Accomplished service professional with a 20 plus year track record in the Telecommunications/Information Technology Industry in customer success management. Experienced in building strong customer relationships, working with business influencers and driving change on behalf of customers. Proven people management and leadership skills across wide range of levels, expertise and cultures. Strong focus on delivery of excellent customer experience with attention to detail. Excellent oral and written communication skills effectively translating and communicating ideas and requirements between internal and external parties.
Skills
  • Problem Solving
  • Customer Retention
  • Critical Thinking
  • Managed Services
  • Presentations Skills
  • Matrix Team Management
  • Customer Satisfaction
  • Account Management
  • ITIL Foundations Certified
  • Prince2 Certified
  • Account management
  • Accounts Payable
  • Billing
  • Credit
  • Critical Thinking
  • Client
  • Customer Satisfaction
  • Customer service
  • Customer services
  • Delivery
  • Financial
  • Functional
  • ITIL
  • Market
  • 98
  • Network
  • Philosophy
  • Presentations
  • Prince2
  • Problem Solving
  • Quality
  • Reporting
  • Sales
  • Selling
  • SLA
  • Strategic
  • Team Management
  • View
Work History
Client Service Partner, 04/2014 to 04/2020
VODAFONE – New York, NY
  • Lead Global Service Account Team of 25 country service managers and coached team members on selling enhanced service management in their respective countries bringing in over €1M in added--‐ value revenue • Delivered strategic customer service support yielding mobility resign of 17 countries plus 5 new countries across Asia, Africa and Europe worth €17M in revenue • Identified revenue shortfalls and put in place corrective actions, identifying €200K in missed revenue • Drove debt down by 50% by creating a streamlined billing process and improved engagement between the customer Accounts Payable team and Credit Control • Managed team of six employees through nine--‐month contract disengagement.
  • Motivated, coached and inspired team members to produce high quality work and retained entire team until contract conclusion • Achieved high scores on Net Promoter Surveys for account team performance, service professionalism that led to an improved customer ranking, one of two preferred providers in Europe.
Global Service Manager, 04/2012 to 04/2014
Sherry Kopp Marcus
  • Managed Pharmaceutical and Financial accounts coordinated their global reporting, consolidated regional information, and presented a holistic view of customer services • Analyzed service performance metrics and implemented best practices, improved the level of service, support and delivered a network availability average of 99.98% against a 99.95% SLA • Prepared and delivered quarterly business reviews with metrics highlighting successes, areas of improvement and ways of working better together • Executed onboarding of mobility Partner Market Company ensuring operational alignment for seamless and repeatable customer delivery.
Global Service Manager, 04/2008 to 04/2012
BT CONFERENCING – New York, NY
  • Worked with regional service managers to ensure that all contractual commitments were being met and improvement plans were put in place • Coordinated global resources including technical and product teams to address the customer's needs • Managed SLA performance/improvement on regional/global basis against commitments • Coordinated and consolidated regional reporting into global reporting pack to agreed specifications • Identified process standardization opportunities to improve the global customer experience.
Senior Manager, 10/2006 to 04/2008
BT GLOBAL SERVICES – New York, NY
  • Customer Satisfaction Operations • Delivered education to all business units on the customer satisfaction philosophy and survey process • Translated customer feedback into comprehensive, cross --‐functional improvement plans leading to significant increase in Sales Overall Satisfaction from 56% to 62% with a target of 59% • Established and coordinated subject matter experts to support Customer Satisfaction programs • Initiated engagement with customer respondents about their customer experience prior to participation in formal satisfaction survey and provided intelligence to the account management team to resolve outstanding issues • Developed and ran the Executive Contact Program for Sales.
Senior Service Account Manager, 09/2002 to 10/2006
  • Developed deep and trusted relationships with client executives for Pharmaceutical accounts • Lead the development and implementation of all action plans to improve service highlighted through customer surveys • Identified and leveraged new service opportunities to enhance the customer experience • Masters Club Award 2006.
Senior Account Executive, 04/2002 to 09/2002
AT&T – New York, NY
  • Identified, proposed and closed new voice/data global sales opportunities • Managed and grew voice/data revenue of $30 million annually.
Account ManagerCONCERT – New York, NY
  • Managed and grew voice/data revenue of $15 million and exceeded 100% of annual sales quota.
Account ManagerBT NORTH AMERICA – New York, NY
  • Exceeded 100% of annual sales quota|Directors Club|Masters Club|Salesperson of the Year.
Service Account Manager
  • Managed the overall customer satisfaction for financial services companies in New York, Boston and Chicago.
Senior Account ManagerIPC INFORMATION SYSTEMS – New York, NY
  • Provided sales and operational support to client base of primarily financial services companies.
Education
DiplomaNew York University School of Continuing Education
B.A.State University of New York - Albany
Work History
Client Service Partner, 04/2014 to 04/2020
VODAFONE – New York, NY
  • Lead Global Service Account Team of 25 country service managers and coached team members on selling enhanced service management in their respective countries bringing in over €1M in added--‐ value revenue • Delivered strategic customer service support yielding mobility resign of 17 countries plus 5 new countries across Asia, Africa and Europe worth €17M in revenue • Identified revenue shortfalls and put in place corrective actions, identifying €200K in missed revenue • Drove debt down by 50% by creating a streamlined billing process and improved engagement between the customer Accounts Payable team and Credit Control • Managed team of six employees through nine--‐month contract disengagement.
  • Motivated, coached and inspired team members to produce high quality work and retained entire team until contract conclusion • Achieved high scores on Net Promoter Surveys for account team performance, service professionalism that led to an improved customer ranking, one of two preferred providers in Europe.
Global Service Manager, 04/2012 to 04/2014
Sherry Kopp Marcus
  • Managed Pharmaceutical and Financial accounts coordinated their global reporting, consolidated regional information, and presented a holistic view of customer services • Analyzed service performance metrics and implemented best practices, improved the level of service, support and delivered a network availability average of 99.98% against a 99.95% SLA • Prepared and delivered quarterly business reviews with metrics highlighting successes, areas of improvement and ways of working better together • Executed onboarding of mobility Partner Market Company ensuring operational alignment for seamless and repeatable customer delivery.
Global Service Manager, 04/2008 to 04/2012
BT CONFERENCING – New York, NY
  • Worked with regional service managers to ensure that all contractual commitments were being met and improvement plans were put in place • Coordinated global resources including technical and product teams to address the customer's needs • Managed SLA performance/improvement on regional/global basis against commitments • Coordinated and consolidated regional reporting into global reporting pack to agreed specifications • Identified process standardization opportunities to improve the global customer experience.
Senior Manager, 10/2006 to 04/2008
BT GLOBAL SERVICES – New York, NY
  • Customer Satisfaction Operations • Delivered education to all business units on the customer satisfaction philosophy and survey process • Translated customer feedback into comprehensive, cross --‐functional improvement plans leading to significant increase in Sales Overall Satisfaction from 56% to 62% with a target of 59% • Established and coordinated subject matter experts to support Customer Satisfaction programs • Initiated engagement with customer respondents about their customer experience prior to participation in formal satisfaction survey and provided intelligence to the account management team to resolve outstanding issues • Developed and ran the Executive Contact Program for Sales.
Senior Service Account Manager, 09/2002 to 10/2006
  • Developed deep and trusted relationships with client executives for Pharmaceutical accounts • Lead the development and implementation of all action plans to improve service highlighted through customer surveys • Identified and leveraged new service opportunities to enhance the customer experience • Masters Club Award 2006.
Senior Account Executive, 04/2002 to 09/2002
AT&T – New York, NY
  • Identified, proposed and closed new voice/data global sales opportunities • Managed and grew voice/data revenue of $30 million annually.
Account Manager, CONCERT – New York, NY
  • Managed and grew voice/data revenue of $15 million and exceeded 100% of annual sales quota.
Account Manager, BT NORTH AMERICA – New York, NY
  • Exceeded 100% of annual sales quota|Directors Club|Masters Club|Salesperson of the Year.
Service Account Manager,
  • Managed the overall customer satisfaction for financial services companies in New York, Boston and Chicago.
Senior Account Manager, IPC INFORMATION SYSTEMS – New York, NY
  • Provided sales and operational support to client base of primarily financial services companies.
Certifications
Matrix Team Management • Customer Satisfaction • Account Management • ITIL Foundations Certified • Prince2 Certified
Skills
  • Account management, Accounts Payable, billing, Credit, Critical Thinking, client, Customer Satisfaction, customer service, customer services, delivery, Financial, functional, ITIL, Market, 98, network, philosophy, Presentations, Prince2, Problem Solving, quality, reporting, Sales, selling, SLA, strategic, Team Management, view
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    Resume Overview

    Companies Worked For:

    • VODAFONE
    • Sherry Kopp Marcus
    • BT CONFERENCING
    • BT GLOBAL SERVICES
    • AT&T
    • CONCERT
    • BT NORTH AMERICA
    • IPC INFORMATION SYSTEMS

    School Attended

    • New York University School of Continuing Education
    • State University of New York

    Job Titles Held:

    • Client Service Partner
    • Global Service Manager
    • Senior Manager
    • Senior Service Account Manager
    • Senior Account Executive
    • Account Manager
    • Service Account Manager
    • Senior Account Manager

    Degrees

    • Diploma
      B.A.

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