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Senior Client Service Manager Resume Example

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SENIOR CLIENT SERVICE MANAGER
Summary

Take-charge professional delivering executive support and team leadership to business operations.

38 years tenure with Pacific Bell/AT&T (20 years as a 2nd Level Manager). Proven track record for successfully leading service initiatives, reduce expenses while driving quality: ability to resolve issues with a win/win outcome.

Dependable and detail-oriented with ability to manage multiple tasks and priorities. Broad experience in the Telecommunications Industry includes database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration.

Skills
  • Report writing
  • Accounts payable and receivable
  • File and data retrieval systems
  • Project organization
  • Operational improvement
  • Supervision
  • Customer service
  • Problem resolution
  • Organization
  • Team management
  • Relationship development
  • Planning and coordination
  • Team building
Experience
Senior Client Service Manager
Los Angeles, CAAT&T/Aug 2016 to Mar 2019
  • Mitigated regulatory risks by guaranteeing program requirements adhered to between AT&T and Los Angeles County Contract valued at 200 million, managed all contractual activities to ensure compliance standards.
  • Evaluated employee job performance and motivated staff to improve productivity. Managed the Billing Representative assigned to support the County of Los Angeles Contract with AT&T.
  • Streamlined back office services for clients to promote proper functionality and positive user experience.
  • Trained employees on best practices and protocol while managing teams to maintain optimal productivity.
  • Managed daily operations within the County of Los Angeles contract and legal obligations by supporting continuous delivery of excellent services and care.
  • Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
  • Produced professional and error-free letters, presentations and spreadsheets.
  • Improved operational efficiencies, managing work requests, new orders, pricing and changes while coordinating logistics to verify delivery dates.
  • Compiled Monthly reports to help management enhance plans and make key operational decisions.
  • 100% responsible for the maintaining the relationship between AT&T and the County of Los Angeles to ensure smooth professional handling of all contractual requests. In addition, coordinated itinerary and scheduled client and leadership appointments.
Area Manager Service Management
Los Angeles, CAAT&T/Mar 2014 to Aug 2016
  • Mentored new Service Executives and delivered constructive feedback to increase understanding of job duties.
  • Managed 12 Service Executives and conducted monthly job performance reviews and provided feedback and created developmental plans if needed.
  • Prepared Annual appraisals for all assigned Service Executives.
  • Received numerous recognition's (written and verbal) based on Team Results. I was rated as a Far Exceeds Manager in this job title.
  • Received numerous customer commendations.
  • Improved operational efficiencies, managing work requests, new orders, pricing and changes while coordinating logistics to verify delivery dates.
  • Distributed company correspondence, including memos and updates to reinforce and apprise departments and divisions of corporate objectives and developments.
  • Guided employees through routine and complex administrative situations with decisive but motivational approach.
  • Administered physical and digital filing systems, keeping records well-organized and easily retrievable by team members.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Optimized personnel coverage, preparing work schedules based on staff availability and forecasted demands.
  • Managed daily operations within the office by supporting continuous delivery of excellent services and care.
  • Conducted monthly performance evaluations of office staff to monitor progress and productivity and recommend promotions, corrective or disciplinary actions.
  • Oversaw training and daily performance of 12 Service Executives. Monitored all required management training to ensure timely completion monthly.
Universal Service Executive
Los Angeles, CAAT&T/Jan 1999 to Mar 2014
  • Consistently exceeded sales goals through up-selling and cross-selling within existing client base, as well as strategically attracting new business. which the opportunities were referred to the Sales Team for implementation.
  • Transformed departmental operations through aggressive process overhaul and attention to quality.
  • Received commendations from my customers and internal partners.
  • Managed company key accounts to promote ongoing project profitability and superior customer satisfaction.
  • Formulated and launched marketing and promotional campaigns to maximize profits.
  • Partnered with executive team to define company goals.
  • Prepared, negotiated and executed marketing and service level agreements with clients while achieving and maintaining 100% client retention rate.
  • Monitored industry trends and introduced new services to update marketing strategies.
  • Monitored business trend forecasts and adjusted budgets and operational plans to maximize growth and opportunities.
  • Established new workflow and employee training processes to improve operational efficiency.
  • Collaborated with company partners to develop and actualize strategic plans to advance company's mission and objectives and promote revenue, profitability and growth.
  • Built relationships with strategic partners leading to business development opportunities.
  • Oversaw technological improvements, successfully reducing waste and eliminating business bottlenecks.
  • Provided organizational leadership and collaborated with executive partners to establish long-term goals, strategies and company policies.
Education and Training
Associate of Arts: Fashion DesignBrooks CollegeMay 1980Long Beach, CA
Bachelor of Arts: Business ManagementPatten UniversityExpected in Jul 2021Oakland, CA
  • Minor in Leadership
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Resume Overview

Companies Worked For:

  • AT&T

School Attended

  • Brooks College
  • Patten University

Job Titles Held:

  • Senior Client Service Manager
  • Area Manager Service Management
  • Universal Service Executive

Degrees

  • Associate of Arts : Fashion Design
    Bachelor of Arts : Business Management

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