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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
  • Microsoft Office proficiency
  • Adept multi-tasker
  • Strong organizational skills
  • Strategic planning
  • Meticulous attention to detail 
  • Analytical problem solving
  • Time management



  • Professional and mature
  • Active listening skills
  • Energetic work attitude
  • Customer service expert
  • Telecommunication skills
  • Results-oriented  team player
  • Dedicated team player
Experience
Director of Client Relations
Irving, TXSmart Auto Leasing/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
Arlington, TXAutoflex Leasing/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
Dallas, TXAuto City /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
Hurst, TxEasy 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 school2005Azle, TX, 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

Companies Worked For:

  • Smart Auto Leasing
  • Autoflex Leasing
  • Auto City
  • Easy Moving Company

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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