Client Manager offering a 8-year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.
● Safely operating a box truck to and from destinations, adhering to all traffic laws
● Maintains vehicle in operable condition, clean and fueled. Reported any required repairs to owner
● Providing junk removal services for residential and commercial customers
● Transport collected materials to dump facilities
● Thoroughly outline our service and how we can help with any junk removal needs
● Visit businesses, local companies, storefronts, real estate offices, etc. delivering cards/sales literature
● Performed duties and provided service in accordance with established operating procedures and company policies
● Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to ensure resolution
● Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential
and existing clients to ensure satisfaction
● Assisted with conflict resolution during partnership negotiations and acquisitions
● Organized daily workflow and ensured appropriate staffing to provide optimal service
● Strategized long-term business needs while driving customer feedback for process improvements
● Supervised daily operations and sales functions to ensure maximization of revenue, customer satisfaction and employee productivity
● Made customers aware of current and new programs and services
● Capitalized on multiple upsell opportunities with new and potential customers, resulting in 50% increase in revenues
● Developed new employees and on-going performance assessment of current employees
● Scheduled and attended meetings with clients and prospective clients as requested
● Created activities and engagements to enhance customer experience, knowledge and patronage
● Managed customer relations on ongoing basis to maximize customer retention
● Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations
● Maintained and updated corporate traveler profiles with current information
● Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation
● Arranged travel accommodations for groups, couples, executives and special needs clients
● Completed accurate reservations for business travelers at point of sale
● Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets
● Discussed benefits of and information regarding travel insurance with clients and obtained best rates, which increased repeat business 25%
● Supervised credit and debit payments while handling sensitive information with professionalism and discretion
● Implemented automated office systems, optimizing client and data communications as well as records management
● Maintained operational proficieny in coordinating both international and domestic travel accommodations for customers, arranging for airfare as
well as hotel and rental car reservations
● Directed personnel training and mentored team members to promote productivity, accuracy and commitment to friendly service
● Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies
● Exceeded team goals and collaborated with staff members to implement customer service initiatives
● Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction
● Established and updated work schedules to account for changing staff levels and expected workloads
● Supervised 12 entry level customer service agents in providing excellent customer service to callers requiring assistance for account page and case
issues
● Critically monitored customer service operations to assess agent performance and provide evaluations and feedback
● Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction
● Capitalized on multiple upsell opportunities with new and potential customers, resulting in 25% increase in revenues
● Supervised day-to-day customer service operations to provide staff with guidance and drive productivity
● Managed total department call volume of 250-400 per day and coordinated department schedules to maximize coverage during peak hours
● Quickly resolved issues using knowledge of company, which aided in building rapport and relationships with clients
● Supervised and guided new employees on customer service and sales task. and responded quickly to questions, which improved understanding of job responsibilities.
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Valid Through: December 2018 - December 2020
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