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technology and client success assistant manager resume example with 6+ years of experience

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary

Conscientious Client Success Manager with 5+ years experience in solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Successful at boosting portfolio growth, client retention and customer satisfaction using consultative and personable approach. Strong leader focused on collaborating with internal teams and motivating staff, resulting in increased sales and ideal client experiences. Great team player comfortable thriving in competitive, fast-paced environments. Polished in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities. Dedicated to elevating revenue and customer satisfaction by applying consultative approaches and tenacious mindset. Performance-oriented, sophisticated and level-headed in all interactions. Hardworking, resourceful and detail-oriented with progressive and cutting-edge strategies.

Skills
  • Inbound and outbound calling
  • Documentation and reporting
  • Sales
  • Invoicing
  • Staff Management
  • Customer Complaint Resolution
  • Purchasing and Procurement
  • Product Knowledge
  • Staff education and training
  • Technical Support
  • Complaint resolution
  • Report preparation
  • Workforce Training
  • Project Development and Lifecycle
  • Systems Implementation
  • Distribution Experience
  • Documentation and Reporting
  • Cost Assessments
  • Vendor Sourcing
  • Contract Negotiation
  • Relationship Building
Experience
10/2022 to 01/2023 Call Center Agent - Contract Hire Toll Brothers Inc. | Folsom, CA,
  • Managed high-volume of inbound (100+ calls per day) and outbound customer calls.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Explained key information regarding products and services to customers to encourage informed decision-making.
  • Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Documented customer inquiries and feedback and entered service delivery suggestions in company database.
04/2016 to 08/2020 Technology and Client Success Assistant Manager New Relic Inc. | Long Island, NY,
  • Analyze, resolved and closed incident tickets.
  • Communicated well with clients through phone calls (30+ calls per day) and online meetings to maintain satisfaction and keep parties current with changing environment.
  • Create schedule, track and input time worked for 15-20 employees.
  • Offered basic technical support for customers on wide range of technology department products and services.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Answered customer questions about services offered and times of operation.
  • Supported senior management in executive decision-making by drafting informative reports.
  • Described product highlights and benefits on school website to help guide purchasing decisions.
  • Organized data on current trends and prepared presentations for senior leadership to highlight areas of strength and opportunities for improvement.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Assessed customer issues, researched solutions and implemented corrective actions to maintain high satisfaction.
  • Assessed monthly reports to review client activity and identify opportunities.
04/2016 to 08/2020 Assistant Purchasing Manager Options For Youth - San Bernardino County | Orangevale, CA,
  • Sourced new vendors for purchasing needs.
  • Obtained quotes from various suppliers to determine most cost-effective purchasing options.
  • Cultivated new vendor relationships using dynamic communication and negotiation skills.
  • Maintained appropriate inventory levels to meet personnel and corporate needs.
  • Determined recurring business needs and maintained necessary inventory levels.
  • Facilitated streamlined purchasing and resource availability through monitoring and oversight of company inventory.
  • Selected and negotiated contracts with supply vendors to obtain top-notch pricing on materials and items.
  • Conducted market research to determine appropriate pricing.
  • Negotiated contracts with outside providers to minimize costs to company and customers.
  • Tracked and approved procurement plans and inventory levels.
  • Evaluated staff performance against expectations.
05/2013 to 05/2015 Project Manager Wiley College TRIO | City, STATE,
  • Focused on project monitoring and management by developing forecasts and tracking expenses.
  • Forecasted, scheduled and monitored project timelines, personnel performance and cost efficiency.
  • Created project plans with established timelines, assigned to appropriate teams and managed workflow throughout construction.
  • Made changes to project scope and cost and implemented most effective change management processes to keep project up-to-date.
  • Generated and tracked change orders and other contractual modifications affecting budget and schedule.
  • Led meetings with internal team members, consultants and contractors.
  • Developed solutions to project risks and issues, meeting quality and timeline goals and objectives.
  • Drafted project construction schedule and updated as job progressed.
08/2014 to 07/2015 English Tutor Company Name | City, State,
  • Program and Student Support Services (SSS)-, Provided extra tutoring to 20-30 students needing help in English and writing.
  • Tutored 4 high-school seniors participating in college prep courses.
  • Served as role model to SSS students.
  • Performed in professional development offerings, trainings, meetings and SSS Program functions.
  • Maintained accurate records and document each student's tutorial sessions.
  • Assisted coordinator with training activities and tutee workshops.
  • Met with coordinator and instructors to plan appropriate academic support for students.
  • Encouraged students to be intrinsically motivated.
Education and Training
Expected in 12/2021 to to Diploma Degree | Business Administration And Management Tyler Junior College, Tyler, TX, GPA:
  • Professional development completed in Business Administration.
  • Received The President's Legacy Scholarship and The Wanda J. Schafer Scholarship.
Expected in to to | Business Administration and Management Wiley College, Marshall, TX GPA:
Accomplishments
  • Supervised team of 20 staff members.
  • Collaborated with team of 5 in the development of timesheets and schedules .
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Compiled inventory lists and worked with vendors for product pricing and special orders. .
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Telephone Service - Professionally processed 30+ calls per day, providing information and service to ensure customer satisfaction.
Languages
English:
Native/ Bilingual
Negotiated:
French:
Professional
Negotiated:

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Resume Overview

School Attended

  • Tyler Junior College
  • Wiley College

Job Titles Held:

  • Call Center Agent - Contract Hire
  • Technology and Client Success Assistant Manager
  • Assistant Purchasing Manager
  • Project Manager
  • English Tutor

Degrees

  • Diploma Degree
  • Some College (No Degree)

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