Director of Client Relations Resume Example
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DIRECTOR OF CLIENT RELATIONS
Professional Summary
Enthusiastic customer service/telesales representative with in-depth knowledge of sales, account management and training. Accomplished and well-versed in operational and team leadership. 10 years' experience developing new strategic initiatives to meet business needs and exceed customer expectations.
Skills
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Experience
Director of Client Relations
Boston , MASs&C Technologies/Nov 2016 to May 2017
Boston , MASs&C Technologies/Nov 2016 to May 2017
- Assisted President with development of the Business Development Center.
- Expertly planned, coordinated, organized and directed all operations of the business development center.
- Assisted the President with the development of the call center's operations, quality and training processes.
- Served as liaison between management, sale team, and office staff.
- Administered, directed and coordinated sales team.
- Developed effective relationships with all sales professionals through clear communication.
- Implemented standards and methods to measure the effectiveness of the call center.
- Directed the installation of improved work methods and procedures to achieve objectives.
- Diligently monitored the call center to improve performance and maintain high standards of care.
- Regularly evaluated employee performance, provided feedback, assisted, and coached.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Worked directly with upper management to ensure appropriate changes were made to improve customer satisfaction.
- Corresponded with upper management to ensure key client deliverables and revenue goals were met.
- Maintained up-to-date records at all times.
- Ran reports and supplied data to fulfill customer report requirements.
Preferred Client Manager
Baltimore , MDSquare/Jan 2011 to Nov 2016
Baltimore , MDSquare/Jan 2011 to Nov 2016
- Assisted with the development of the call center's operations, quality and training processes.
- Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.
- Developed effective relationships with all call center departments through clear communication.
- Developed new client retention strategies resulting in an increase of sales.
- Improved retention customer ratings.
- Developed marketing strategies and campaigns.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Properly directed inbound calls in phone queues to improve call flow.
- Built customer loyalty by placing follow-up calls.
- Provided accurate and appropriate information in response to customer inquiries.
- Addressed inquiries in a timely and accurate fashion.
- Served as liaison between customers and sales staff.
- Recommended and helped customers select a vehicle based on their needs.
- Trained new employees on company retention service standards.
- Demonstrated mastery of customer service call script within specified time frames.
- Ran reports and supplied data to fulfill management requirements.
- Maintained up-to-date records at all times.
Business Development Representative
Aurora , COCaliber Collision/Sep 2008 to Dec 2010
Aurora , COCaliber Collision/Sep 2008 to Dec 2010
- Assisted in the start up of the Business Development Center.
- Increased monthly sales by implementing strategies to develop and expand new/existing customer base.
- Generated new sales opportunities through direct and telephone selling and emails.
- Answered customer questions regarding products, prices and availability.
- Cultivated relationships with key players in various industries to create ongoing and mutually beneficial referral systems.
- Identified, coordinated and participated in client relationship-building meetings.
- Contacted new and existing customers to discuss how specific products could meet their needs.
- Generated new accounts by implementing effective networking.
- Developed a new customer base.
- Maintained up-to-date knowledge of industry.
Office Manager
City , STATEEasy Moving Company/Mar 2007 to Jul 2008
City , STATEEasy Moving Company/Mar 2007 to Jul 2008
- Generated leads for new sales through telephone and email contact with customers.
- Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.
- Addressed website inquiries daily, converted most inquiries into sales.
- Maintained up-to-date knowledge of policies regarding payments, cancelations, or any damages.
- Created new processes and systems for increasing customer service satisfaction.
- Earned “Top Seller”
- Excelled in exceeding daily goals.
- Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
- Cross-trained and provided back-up for other customer service representatives when needed.
- Computed accurate pricing.
- Expressed appreciation and invited customers to return.
- Managed quality communication, customer support for each client.
- Worked under strict deadlines and responded to service requests and emergency call-outs.
- Assisted customers with complaints.
- Guaranteed positive customer experiences and resolved all customer complaints.
- Developed new customer prospects/referrals.
- Executed outbound calls to recent/older inquiries whichwould resulting in increase in sales.
- Screened telephone calls and inquiries and directed them as appropriate.
- Organized personal and professional calendars and supplied reminders of upcoming meetings and events.
- Handled incoming and outgoing correspondence, including mail, email and faxes.
- Traveled with the VP to take notes on all onsite bids.
- Managed payroll and time and attendance systems.
- Responded to employee inquiries regarding payroll and timekeeping.
Education and Training
High School Diploma: BasicAzle High school2005City, State, United States
Activities and Honors
Volunteer at Union Gospel Mission Volunteer at SPCA Waxahachie Employee of the month at Autoflex LeasingEmployee of the year at Autoflex Leasing Employee of the month at Auto City Employee of the year at Auto City Award winning customer service skills at Auto City
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Resume Overview
School Attended
- Azle High school
Job Titles Held:
- Director of Client Relations
- Preferred Client Manager
- Business Development Representative
- Office Manager
Degrees
- High School Diploma : Basic
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