sr manager customer relations resume example with 20+ years of experience

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

Quick learner with a record of success in client relations, project management, and technology Evidence Base education. Experienced trainer with a proven capacity to drive results, deliver exceptional value, and consistently exceed client and company expectations.

• Client Relations – Exceptional ability to cultivate lasting client relationships built on trust, respect, and a mutual commitment to objectives. Productively manages client relationships with meticulous attention to detail.

• Leadership – Committed team leader with broad experience in establishing collaborative working relationships with colleagues, simultaneously managing multiple projects, and adapting to continually changing circumstances.

• Communication – Persuasive conversationalist with outstanding presentation skills and over eleven years of public speaking experience. Acutely skilled at translating complex concepts into easily understandable ideas.

  • Project management
  • Relationship builder
  • Excellent report writing
  • Team leadership
  • Interpersonal and written communication
  • Extremely organized
  • Self-motivated
  • Strong verbal communication
  • Professional caregiver
  • Consistently professional
  • Multidisciplinary team collaboration
  • Therapy programs
  • Patient education and counseling
Work History
01/2019 to Current Sr. Manager Customer Relations Elsevier Clinical Solutions | City, STATE,
  • Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Offered friendly and efficient service to all customers, handled challenging situations with ease.
  • Used Microsoft Word and other software tools to create documents and other communications.
  • Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Identified issues, analyzed information and provided solutions to problems.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.
  • Improved Client Retention through consistent hard work and dedication.
  • Developed and implemented performance improvement strategies and plans to promote continuous improvement.
  • Developed team communications and information for meetings.
11/2013 to 01/2019 Professional Practice Manager ELSEVIER CLINICAL SOLUTIONS | City, STATE,
  • Coaches/Mentors all levels of organization in initiation/implementation/sustaining of interprofessional and discipline-specific practice.
  • Multiple locations throughout United States, Facilitates client education and adoption of evidence-based content and best practice workflows within electronic health records (EHR) of healthcare systems nationwide.
  • Consistently delivers core suite of client-facing services including comprehensive software education, workshop preparation and delivery, and post synthesis of information into client-ready solutions.
  • Continually seeks ways to enhance customer satisfaction and deepen customer relationships.
  • Professionally and supportively provides/secures/directs Practice Consultants and other Elsevier staff to provide clinical, professional practice, and informatics expertise and thus, better ensure, client's professional practice and configuration decisions are in alignment with proven framework provided.
  • Assists Practice Director with client's Statement of Work (SOW)tracking, hours utilized, % work plan tasks completed, etc.
  • Achieved highest Billable percentage 2 years in row (2016 and 2017)
  • Develops and maintains knowledge related to current practice, standards, and new product lines to promote additional work while delivering high performance work to promote opportunity for add-on work.
10/2005 to 11/2013 Professional Practice Consultant Elsevier Clinical Solutions | City, STATE,
  • Facilitated adoption of best practice care planning and clinical documentation workflows in alignment with customer goals.
  • Served as Mental Health (Social Work Practice) expertise on team while supporting in Evidence Based Content development and delivery.
  • Supported and developed customer relationship with clinical experts and builds productive and supportive connections with HIT vendor team members.
  • Developed, delivered, and lead weekly large group presentations.
  • Contributed to development, review, and improvement of methodologies, assets, and services.
03/1995 to 10/2005 Oncology Social Work Practitioner Health First Inc. | City, STATE,
  • Served as liaison between Health First and American Cancer Society, Leukemia Lymphoma Society and various other Cancer related community programs.
  • Served as lead Oncology Social Worker in Cancer Program providing psychosocial education to staff.
  • Provided population specific open ended and closed psycho-educational hospital based support groups for 15 years.
  • Performed extensive and in-depth psychosocial assessments and interventions to patients and their families both inpatient and outpatient.
  • Co-Principle Investigator of Breast Cancer Research Study.
  • Provided clinical practice in wide range of clinical areas including: med-surg, orthopedic, emergency care, pediatrics, and critical care.
  • Served as field instructor and mentor for Masters of Social Work Students from University of Central Florida.
Expected in 1998 MSW | Social Work University of Central Florida, Orlando, FL GPA:
Expected in 1987 Bachelor of Arts | Psychology and Sociology SUNY at Albany, Albany, NY GPA:

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Resume Overview

School Attended

  • University of Central Florida
  • SUNY at Albany

Job Titles Held:

  • Sr. Manager Customer Relations
  • Professional Practice Manager
  • Professional Practice Consultant
  • Oncology Social Work Practitioner


  • MSW
  • Bachelor of Arts

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