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lead client service support specialist resume example with 20+ 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 - -
Career Focus

Results-oriented Client Service Success Manager with the ability to lead organizations to successful product launches and higher revenues. Expertise in developing client relations.

Summary of Skills
  • Business recovery and sustainability
  • Process development
  • Bank reconciliations
  • Complex problem resolution
  • Value analysis
  • Strategic planning
  • Project management
  • Conflict resolution
  • Process development
  • Implementing new business systems
  • Microsoft Office Suite
  • Managing multiple priorities
Accomplishments

Introduced electronic banking tools/cash management tools to numerous markets - small business; international/multinational; government; bankruptcy; insurance; domestic and international bank's.Increased revenue by consistently exceeding quarterly goals 30-100%.


Market Research

  • Interviewed clients via market research surveys to identify product issues and customer needs.

Computed Data Reports

  • Provided required weekly, monthly and quarterly reports listing sales figures and client track records.

Customer Service

  • Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.

Sales

  • Consistently generated additional revenue through skilled sales techniques.

Market ResearchDatabase Maintenance

  • Assisted in the managing of the company database and verified, edited and modified members’ information.
  • Interviewed clients via market research surveys to identify product issues and customer needs.
Professional Experience
10/2014 to Current
Lead Client Service Support Specialist Dxp Enterprises 079 - Svc Pumping Solution-Garden Grove, CA,
  • Documentation Management.
  • Client Service Advocate, Revenue & Budget Monitoring, Project Management.
  • Ensure teams execute processes according to standard methods according to approved processes.
  • Ensures execution of all deliverables are completed as required in a timely manner.
  • C-Suite Team Support.
  • Execution and management of Client Event Planning.
  • Recruitment - Hiring; training of all new CSP's.
03/2010 to 06/2013
Client Service Portfolio Manager/Treasury Belfor Cleveland, OH,
  • Thorough understanding of the client's needs by embracing change and absorbing the knowledge of my seasoned sales partners, swiftly promoted from a Sales Associate to a Customer Service Representative; then front line Manager culminating in a Vice President role.
  • Volunteered, Mentored in the company's sponsored National Customer Service Program.
  • Evaluating the client environment; personality; provide probing lead questions to client for a broad spectrum on a micro/macro level.
  • Listening skills; Critical Thinking Skills, Communication Skills; acknowledging client's concerns are a direct impact resulting in skilled techniques for success in the customer service arena.
  • Portfolio Management - Directly responsible for management of $ 80 billion dollar global/international portfolio.
  • SQL -Utilized and monitor client service surveys through reporting systems as well as internal IT system generated reporting technology.
  • SDL -On-site client presentations with an in-depth analysis of various reporting; Trend & Analysis Reporting to track client's product and service performance; pricing discrepancies and reconciliation of outstanding balances.
  • Revenue Generation - Promoted winning solutions with new products to streamline client's business leading to increase of growth of new revenue and ROI.
03/1999 to 03/2010
Team Leader JPMorgan Chase Bank City, STATE,
  • Accountable for a team of 20+ client service professionals in numerous market segments.
  • Staff duties including quarterly performance appraisals; monitoring work flow; individualist training requirements; record and provide constructive feedback on all customer calls via telephone and on-site face to face visitations.
  • Actively managed day-to-day servicing and processing activities ensuring staff delivered the highest level of integrity; accountability; ownership of entire life cycle; and team work.
  • Constructive coaching and motivating staff to ensure development and foster a cohesive environment with operations and sales.
  • Maintain/Retention/New Business - cross sales role covered numerous markets and encompassed of closing all deals in active/aging pipeline, while maintaining existing business with additional services/products.
  • Acquired sales leads and new accounts via internal/external contacts; email marketing strategies; and referrals via dedicated marketing staff.
03/1988 to 03/2010
Project Manager JPMorgan Chase City, STATE,
  • Managed entire customer life cycle (Implementation - SLA; SQL; SOW; Maintenance.
  • Portfolio of client's consisted of small to intricate complex projects including IT technology; with major focus on improving the client experience.
  • Work stream resourcing; scope/requirements necessary for the constant change of client needs and their resources, i.e.
  • budget; time line constraints.
Education
Expected in
Associate of Applied Science: Sociology
RVCC - Branchburg, NJ
GPA:
Skills

Organizational Skills, Outsourcing, P&L Management, PC Competent, Performance Analysis, Performance Evaluations, Problem Resolution, Process Redesign, Product Analysis, Product Development, Profit and Loss, Profit Generation, Project Management, Project Planning, Public Relations, Purchasing, Quality Management, Regulatory Affairs, Revenue and Market Expansion, Risk Management, Sales, Cost Reductions, Cross-Cultural Communications, Customer Relations, Departmental Operations Management, Distribution Management, Diverse Market/Industry Knowledge, Employee Scheduling, Event Management and Promotion, Expense Control, Facility Management, Fast Learner, Global Sales and Marketing, Sales Analysis, Service Quality Improvement, Staff Development, Staff Motivation, Staff Training, Staffing, Staff-Retention Programs, Start-Ups and Acquisitions, Strategic Planning, Strategy, Supply Chain Management, Team Building, Team Leadership, Team Player, Time and Resource Optimization, Time Management, Total quality management, Training and Development, Vendor Negotiations, Vendor Partnerships, Vendor Sourcing, Vision, Work flow Planning, Account Management, Administrative Skills, Analytical Skills, Bilingual, Branding, Budget Administration, Budget Allocation, Budget Analysis, Budget Development, Budget Forecasts, Budgeting, Business Development, Change Implementation, Communication Skills, Community Outreach, Contract Negotiations

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Resume Overview

School Attended

  • RVCC

Job Titles Held:

  • Lead Client Service Support Specialist
  • Client Service Portfolio Manager/Treasury
  • Team Leader
  • Project Manager

Degrees

  • Associate of Applied Science

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