LiveCareer-Resume

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: - resumesample@example.com - - -
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
Education
Expected in to to
Matriculated Student: Broadcasting, Mass Media, Telecommunications
Temple University - Philadelphia, PA
GPA:

Broadcasting, Mass Media, Telecommunications

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

Incomplete

Certifications

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

Skills

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

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Your data is safe with us

Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.

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

Degrees

  • Matriculated Student
  • MBA

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in:As seen in: