client services manager senior consultant resume example with 12+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - - -
Executive Summary

Innovative and results-focused management professional offering 12 years of progressive leadership experience. Successful in contract negotiation and process improvement. Remains calm and poised even in high-pressure situations. Leverages in-depth knowledge of industry trends and shifts to offer valuable insights on opportunities for new growth and expansion.

Core Qualifications
    Staff Development and Training
  • Cross-functional Team Management
  • Market Analysis
  • New Product Development
  • Project Planning
  • Service Quality Improvement
  • Strategic Planning
  • Resource Optimization
  • Cross Cultural Communications
  • Customer Relations
Professional Experience
05/2013 to 10/2014
Client Services Manager/Senior Consultant Markel Corporation Boston, MA,
  • Defined strategy and business plan for Mystery Shopping Unit
  • Served as mentor to junior team members
  • Trained individuals carry out bespoke measurement programs
  • Consulted on face to face and online customer satisfaction surveys, market research, focus groups and mystery shopping programs across banking and hospitality industries.
  • Online and client facing reporting with senior management and the way forward upon delivery of our findings
  • Continued consulting for SWAT RFF upon my return to the United States
  • Completed Health Checks for across 3 Emirates with management throughout various departments related to customer service and delivery and presented findings to senior management.
  • Negotiation and proposal development for major governmental entities such as the Prime Minister's Office, Al Habtoor Motors, Al Shouhra Trading Co., Dubai Airport, Union Co-op, KA International Group, Commercial Bank of Qatar and Qatar Islamic Bank.
  • Introduced an online solution "Shopmetrics"
  • Ensured that we were MSPA and Esomar certified
09/2009 to 2013
Director of Client Services Ethos Consultancy City, STATE,
  • Mentored enthusiastic team of individuals in the delivery and execution of projects related to improving and achieving customer service excellence.
  • Identified and developed successful leaders for the future of the company.
  • Struck a good balance between client and the team's needs.
  • Aligned team with business development and provided the proper support for the growth of the company.
  • Strategic planning and budgeting initiatives
  • Presented UAE, Oman and Saudi Arabia border findings to the Crown Prince of Abu Dhabi, His Highness Mohammed bin Zayed Al Nahyan at the Royal Palace.
  • Provided customer service excellence solutions and consultancy to 13 local and international leading banks in the GCC.
  • Managed the National Bank Benchmarking Study in the financial services industry for 4 years with the objective of defining best practice in the UAE.
  • Oversaw the Consultancy and Training activities for 37 public and private projects being delivered by Ethos Consultancy in the UAE, Qatar and Oman.
  • Recruited new leadership that adopted the challenges as the business transformed
  • Participated in interviews and panel discussions across media channels such as Dubai Eye- Nightline, The National, Caterer ME Magazine, Business 24/7, Arabian Travel and 7 days newspaper.
  • Involved in an expert judging panel for Caterer Middle East Magazine Awards for Food and Beverage professionals, outlets and companies across the region.
  • Excellent public speaking, influencing and negotiation skills.
  • Initiated program that standardized employee training and led to increase in customer satisfaction by 10%.
  • Developed departmental policies and procedures
  • Reduced and controlled expenses by utilizing resources effectively
  • Launched and managed the Retail Benchmarking Study over 22 retail sectors measuring the customer service performance of 558 retail outlets.
04/2009 to 09/2009
Service Quality Consultant Ethos Consultancy City, STATE,
  • Planned and carried out Consultancy & Project Management/Planning activities and ensured that high quality customer service was delivered to both internal and external customers.
  • Maximized customer interaction and satisfaction
  • Safeguarded the financial interests of the business through retention of clients.
  • Managed service quality improvement projects related to the implementation of the International Customer Service Standard (TICSS2010)
  • Coordinated and consulted on service quality consultancy projects for public and private sectors
  • Lead on key account management and renewal of existing clients
  • Planned & facilitated client meetings
  • Formal presentations given to senior level audiences.
  • Planning & coordinated with departments and projects to maximize effectiveness
01/2001 to 11/2008
General Manager/Part Owner Savannah Soul Food Bar And Restaurant City, STATE,
  • Directed daily operations
  • Supervised activities of well trained and highly motivated managers, chefs and full/part time employees.
  • Cost containment
  • Diverse food processing
  • Marketing
  • Events coordination
  • Calculated and transmitted weekly/monthly confidential sales reports
  • Timely execution of financial reporting, operating, forecast cash flow planning
  • Directed all financial budgeting, operating compliance, purchasing
  • Human resources
  • Developed short/long term organizational goals and objectives.
  • Monitored and controlled credit facilities
  • Equipment maintenance
  • Restaurant Lease and contract negotiations
  • Liaised with bankers, government officials, insurers, solicitors and vendors
  • Controlled all restaurant assets
  • Oversaw facility renovation projects
  • Implemented POS hardware/software
  • Developed and conducted training programs
  • Purchasing and distribution
  • Communicated effectively with media venues
  • Established a solid, positive and productive work environment
Expected in to to
Matriculated Student: Broadcasting, Mass Media, Telecommunications
Temple University - Philadelphia, PA

Broadcasting, Mass Media, Telecommunications

Expected in to to
MBA: Business Administration
Laureate Online Education |University of Liverpool - ,



Word, Excel & PowerPoint Training - Sites Power, Dubai (Microsoft Certified)

Advanced Customer Services - The International Customer Service Institute, Dubai

Process Mapping, Visio - Sites Power, Dubai

TICSS - International Customer Service Standard, Auditor - TICSI, Dubai


Account Management, Benchmarking, Consulting, Forecasting, Mentoring, Proposal Development, Recruiting

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Resume Overview

School Attended

  • Temple University
  • Laureate Online Education |University of Liverpool

Job Titles Held:

  • Client Services Manager/Senior Consultant
  • Director of Client Services
  • Service Quality Consultant
  • General Manager/Part Owner


  • Matriculated Student
  • MBA

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