Senior Manager Client Services Resume Example

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Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

  • Collaborated with team of 10 in the development of SalesForce Lightning implantation platform as well as a new CX web platform.
  • Documented and resolved Standard Operating Procedures which led to our business a repository of SOP's to ensure constancy within our team and provide knowledge to other LOB's.
  • Supervised team of 5-25 staff members.
  • Project planning
  • Quality
  • Troubleshooting and Problem Resolution
  • Cross-Functional Collaboration
  • Team Leadership and Performance Appraisals
  • Vendor Relations
  • Process Improvement
  • Business Development
  • Procurement
  • Hiring and Recruitment
  • Invoice Processing
  • Excellent work ethic
  • Team Building
  • Multitasking abilities
  • Training & Development
  • Organization and Time management
Work History
Senior Manager, Client Services, 02/2017 to Current
Cox Enterprises Fort Wayne, IN,
  • Lead implementation strategy development, execution, and delivery for Genworth Financial Group Long Term Care Insurance (GLTC) product line to over 170 clients.
  • Partner with Group LTC Sales Leader to insure smooth client transition from sale to implementation.
  • Coordinate Group LTC deliverables and needs through cross-functional, matrix organization with third-party administration.
  • Encouraged creative thinking, problem solving, and empowerment as part of facility management group to improve morale and teamwork.
  • Managed inventory, production, workflow and distribution, analyzing each stage of product life cycle and recommending improvements to streamline processes.
  • Maintained client files with sales contracts, records of client interactions, client notes, and other information.
  • Managed large-scale projects and initiatives including, introducing new systems, tools, and processes to support attainment of challenging objectives.
  • Updated system information, making appropriate changes to all documentation.
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
  • Optimized operational continuity by implementing enhanced inventory documentation.
  • Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment.
Claims Manager, 08/2010 to 02/2017
Dart Container Of Michigan Conyers, GA,
  • Provide technical assistance and supervises daily activities of Sr. Claims Representatives.
  • Supervise efficiency, accuracy and timely adjudication of over 2,500+ claims.
  • Train Sr. Claims Representatives on system, product specific contract language as well as departmental SOPs.
  • Ensure efficient organization in staff scheduling to accommodate planned and unexpected absences to assist with claims caseload management.
  • Manage to department metrics while increasing department productivity with continual monitoring, measuring of individual performance and QA standards.
  • Provide regular feedback and assist in professional development and personal performance. Lead, coach and motivate team members.
  • Claims POC for major remediation project for Group LTC product and outside TPA.
  • Reviewed questionable claims by conducting agent and claimant interviews to correct omissions and errors.
Customer Service Coordinator, 07/2008 to 08/2010
Sherwin-Williams Beaufort, SC,
  • Oversaw all aspects of corporate directory assistance including call center team.
  • Provided support to team leader by maintaining open lines of communication with customer service representatives for questions as well as escalated issues.
  • Monitored and analyzed customer satisfaction, conducted weekly team huddle and completion of daily team reports. Completed live calibration sessions with approx. 30 agents.
  • Quality liaison for Genworth Financial and outsource call center team.
  • Created new hire training process for department.
  • Implementation of monthly focus sessions with Customer Service Representatives.
  • Completed live calibration sessions with approx. 30 agents.
  • Manage team metrics through CMS database, NICE and Aspect.
Operations Manager, 10/2006 to 07/2008
Raising Cane's North Richland Hills, TX,
  • Responsible for 400 seat call center including 12 supervisors and 200 customer service representatives.
  • Monitored and analyzed customer satisfaction, developed and implemented coaching programs and established procedures for customer inquiries.
  • Hosted weekly live calibration sessions with direct client.
  • Managed and oversaw start-up of 250 seat contact center to re-launch entire call center.
  • Implemented policies and standard operating procedures for continuous improvement.
High School Diploma: , Expected in
Menlo-Atherton High School - Atherton, CA,
Additional Information
  • Synopsis of Achievements: , Out of the 19 sites within the StarTek, assisted in the improvement of our sites ranking from 17th to 1st. Managed the start-up of a 250 seat contact center (re-launch of site to new client) Reduction of claims inventory from 3600 to 1200 claims within a 90 day window at Alliance Recepeint Awarded Employee of the Department for 2001 Awarded Performance VIVA Award 2010 Awarded Employee CLAMMIE award 2012 Awarded Excellent & Heart VIVA awards in 2011 Awarded VIVA Excellent award in August and October 2015 Lead the creation of the new SalesForce Lightning Platform for the Group LTC business

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Resume Overview

School Attended
  • Menlo-Atherton High School
Job Titles Held:
  • Senior Manager, Client Services
  • Claims Manager
  • Customer Service Coordinator
  • Operations Manager
  • High School Diploma