director of client services resume example with 12+ years of experience

(555) 432-1000,
, , 100 Montgomery St. 10th Floor
Professional Summary

Results-focused professional dedicated to maximizing satisfaction and retention with proactive attention to individual customer needs. Smoothly handles questions and resolves concerns with great problem-solving abilities and attention to detail. Multitasks and manages time well to consistently meet performance targets.

  • Verbal and written communication
  • Public speaking
  • Emergency Response
  • Interpersonal communications
  • Business administration
  • Policy and procedure modification
  • Staff Management
  • Attention to Detail
  • Self-Motivated
  • Team Collaboration
  • Speech Clarity
  • Verbal and Written Communication
  • Decision Making
  • Problem Solving
  • Conflict Mediation
  • Administrative Functions
  • Microsoft Office
  • Time Management
  • Scheduling
  • Organizational Skills.
  • Leadership Skills
Wright State University Dayton, OH Expected in 12/2013 B.A. : Psychology - GPA :
  • Continuing education in English as a foreign language and grammar specific certification (120 and 50 hours respectively)
  • Member of Golden Key and Psi Chi honor societies
  • TESOL Training and certification 120 hour
  • Ground School, PSA AIRLINES, LLC- 2018-Present
Work History
New York Botanical Garden - Director of Client Services
Bronx, NY, 08/2022 - Current
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
  • Implemented and monitored financial processes to support contractual obligations resulting in increased revenue and client retention.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Maintained client files with confidential financial history, required, compliant documents, records of client interactions, client notes, and other information.
  • Scheduled and attended meetings with clients and prospective clients as requested.
  • Collected confidential financial information from clients to construct comprehensive financial plans.
Endeavour Air - Flight Attendant
Mosinee, WI, 10/2018 - 06/2022
  • Ensured aircraft and passenger compliance with policies, procedures, regulations and safety guidance.
  • Ensure safety and comfort of customers onboard aircraft.
  • Relayed updates and information to passengers after confirming key details with pilot.
  • Greeted passengers, assisted with carry-on baggage stowage, and delivered onboard announcements.
  • Attended workshops and trainings in customer service, conflict resolution tactics and safety procedures to keep abreast of all new requirements and procedures.
  • Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
  • Resolved passenger situations during flight involving disorderly passengers and medical emergencies.
  • Drove passenger satisfaction by answering questions and providing solutions to issues arising during flights promptly.
  • Offered personalized assistance to children, elderly and passengers with special needs.
  • Successfully maintain clean, valid driver's license and access to reliable transportation.
  • Identified issues, analyzed information and provided solutions to problems.
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Verified aircraft and passenger compliance with policies, regulations and safety guidance
EF English First - TESOL Instructor
City, STATE, 03/2017 - 09/2019
  • Evaluated students' abilities and grasp of English language, keeping appropriate records and preparing progress reports.
  • Encouraged participation by maintaining positive attitude and proactively engaging students in activities and lessons.
  • Initiated, facilitated and moderated classroom discussions for college-level English students.
  • Developed lesson plans and adapted curriculum to meet individual needs of students
  • Organized detailed list of resources to help students go beyond classroom environments and delve into topics of interest.
  • Made use of available technologies in daily learning using proprietary software.
  • Selected and prepared educational resources, taking account of students' interests and cultural backgrounds.
  • Designed and developed instructional activities using data from student learning style assessments.
  • Employed diverse teaching approaches to help students of all abilities understand material.
  • Defined and articulated goal learning outcomes, performance metrics and changes to improve student learning.
  • Used effective teaching techniques and learning strategies in translating lesson plans into productive student learning experiences
  • Expanded student understanding of texts by spearheading in-depth discussions and assigning exploratory essays to help students articulate knowledge.
  • Developed interesting lectures and educational activities to maximize learning within classroom.
  • Taught English language to adult students, worldwide in online setting.
  • Reviewed course materials and student progress to identify strengths and weaknesses for future improvements.
  • Personalized instruction based on needs, interests and capabilities of individual students.
  • Used positive reinforcement and provided clear feedback to help students succeed.
  • Created curriculum and planned course content and methods of instruction.
  • Maintained complete student records with accurate grades and attendance information.
  • Supplemented instruction and increased student understanding with use of audio-visual equipment and other technology.
  • Created advanced job placement training focusing on promotions, career changes, and career advancement.
  • Assigned lessons and corrected homework for groups of 6-8 students.
  • Provided individual mentoring and special tutoring to struggling students.
  • Employed variety of assessment tools and strategies to improve instruction methods.
Scott A. Ashelman, Esq., LLC - Law Office Manager
City, STATE, 01/2010 - 03/2017
  • Furnished attorneys with legal literature supporting individual cases and advised on courses of action.
  • Trained attorneys and lawyers in use of legal information management systems and document organization.
  • Coordinated and managed fiscal schedules and prioritized money based on case importance.
  • Managed payment agreements with vendors for office supplies and technology specialists.
  • Communicated with clients and set up remote video and telephone conferences.
  • Worked with other law offices and state and federal offices to obtain evidence and legal documentation pertaining to cases in 6 surrounding counties.
  • Prioritized cases based on urgency, court dates and level of public and political attention.
  • Assisted with legal research on case law and conducted evidence examination and documentation.
  • Enforced client confidentiality related to court cases and defended clients against opposition.
  • Managed complex schedules for attorneys with court dates and client meetings.
  • Initiated timely project management within budget constraints for multi-faceted problems concerning executive leaders.
  • Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
  • Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
  • Drove implementation of legal and accounting software to automate office operations.
  • Developed internal requirements and standards to minimize regulatory risks and liability across programs.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.
  • Managed costs and billing and resolved financial discrepancies effectively through organizational management of account information using accounting software.
  • Improved office operations by automating client correspondence, record tracking and data communications.

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Resume Overview

School Attended

  • Wright State University

Job Titles Held:

  • Director of Client Services
  • Flight Attendant
  • TESOL Instructor
  • Law Office Manager


  • B.A.

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