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Client Service Manager Resume With Samples & Examples

• Resume Format
• May 28, 2024
• Administrative

Client Service Manager Resume : A client service manager plays a crucial role in ensuring customer satisfaction and retention. Crafting a strong resume is essential to showcase your skills and experience in this role. In this blog post, we will provide you with a comprehensive guide on how to create a standout client service manager resume.

Starting with the objective section, you should clearly state your career goals and how you plan to contribute to the success of the organization. The summary section should highlight your key qualifications and achievements in client service management.

In the education section, list any relevant degrees or certifications that demonstrate your expertise in this field. The skills section should include your proficiency in communication, problem-solving, and relationship-building.

Furthermore, the experience section should detail your previous roles and responsibilities in client service management. Lastly, don’t forget to include any certifications, awards, or achievements that showcase your dedication and success in this role. To help you get started, we have also included a free template for you to use as a guide.

Client Service Manager Resume Sample

Garfield Logan Client Service Manager Phone:(901) 555-1234 Email: [email protected] Address: 4343 Maple Drive, Hilltop, CA 12345

Dedicated Client Service Manager with over 5 years of experience in managing client relationships and ensuring customer satisfaction. Successfully increased client retention by 20% and consistently met or exceeded sales targets. Skilled in resolving customer issues and providing exceptional service. Strong communication and problem-solving abilities.

Client Service Manager ABC Company, New York, NY January 2018 – Present

– Manage a team of 10 client service representatives, providing guidance and support to ensure excellent customer service and satisfaction – Develop and implement strategies to increase client retention and satisfaction, resulting in a 20% increase in repeat business – Collaborate with sales and marketing teams to identify new business opportunities and develop customized solutions for clients – Conduct regular performance evaluations and provide ongoing training and development opportunities for team members – Serve as the main point of contact for key clients, addressing any issues or concerns in a timely and professional manner – Utilize CRM software to track client interactions and maintain accurate records of client communications and feedback – Participate in industry events and conferences to stay current on industry trends and best practices in client service management.

Bachelor of Science in Business Administration University of California, Los Angeles, CA Graduated: May 2010

Relevant coursework: – Marketing Management – Business Communication – Financial Accounting – Organizational Behavior

Certifications: Certified Customer Service Manager (CCSM) American Management Association, 2015

– Strong communication and interpersonal skills – Excellent problem-solving abilities – Proficient in Microsoft Office Suite – Skilled in conflict resolution and negotiation – Experience in managing client relationships – Ability to multitask and prioritize tasks effectively – Knowledge of customer service best practices – Familiarity with CRM software – Detail-oriented and organized – Ability to work well under pressure and meet deadlines

Certifications

Certified Customer Service Manager (CCSM) – Customer Service Institute of America, 2018

Certified Client Relationship Manager (CCRM) – Institute of Certified Customer Service Professionals, 2017

Certified Professional in Customer Service (CPCS) – National Customer Service Association, 2016

Awards & Achievements

– Recognized as Top Client Service Manager for exceeding quarterly client satisfaction goals by 20% – Received “Outstanding Customer Service” award for consistently providing exceptional service to clients – Achieved highest client retention rate in the department for three consecutive quarters – Implemented new client feedback system that resulted in a 15% increase in client satisfaction scores – Selected to lead a cross-functional team to improve client onboarding process, resulting in a 30% decrease in onboarding time

Christopher Martinez – Manager – QRS Corporation – (222) 111-0000 – [email protected]

Client Service Manager Resume Objective – Examples

1. To utilize my strong communication and problem-solving skills to provide exceptional client service and build long-lasting relationships with clients. 2. To effectively manage a team of client service representatives and ensure that all client inquiries and issues are resolved in a timely and professional manner. 3. To proactively identify opportunities to improve client satisfaction and retention through the implementation of innovative client service strategies. 4. To collaborate with cross-functional teams to streamline processes and enhance the overall client service experience. 5. To leverage my experience in client service management to drive revenue growth and achieve key performance indicators.

Client Service Manager Resume Description Examples

1. Managed a team of client service representatives to ensure exceptional customer service and satisfaction. 2. Developed and implemented strategies to improve client retention and increase revenue. 3. Oversaw client accounts and resolved any issues or concerns in a timely and professional manner. 4. Conducted regular performance evaluations and provided coaching and training to team members. 5. Collaborated with sales and marketing teams to identify opportunities for upselling and cross-selling to clients.

Action Verbs to Use in Client Service Manager Resume

1. Communicate – Effectively convey information to clients and team members. 2. Resolve – Quickly address and find solutions to client issues and concerns. 3. Coordinate – Organize and manage tasks to ensure smooth client service operations. 4. Collaborate – Work closely with colleagues and clients to achieve common goals. 5. Analyze – Evaluate client feedback and data to improve service quality. 6. Implement – Put plans into action to enhance client satisfaction and retention. 7. Monitor – Keep track of client interactions and service delivery to identify areas for improvement. 8. Train – Provide guidance and support to team members to deliver exceptional client service. 9. Evaluate – Assess client service performance and make recommendations for improvement. 10. Innovate – Introduce new ideas and strategies to enhance the client service experience.

Mistakes to Avoid in Client Service Manager Resume

1. Failing to customize your resume for each job application: Tailoring your resume to highlight relevant skills and experiences for the specific client service manager role you are applying for is crucial. Avoid using a generic resume that does not address the specific requirements of the job.

2. Including irrelevant information: Make sure to only include information that is directly related to the client service manager role. Avoid listing irrelevant work experiences or skills that do not showcase your ability to excel in this position.

3. Using generic language: Avoid using generic phrases and buzzwords in your resume. Instead, use specific examples and quantifiable achievements to demonstrate your skills and accomplishments in client service management.

4. Neglecting to showcase your communication skills: As a client service manager, strong communication skills are essential. Make sure to highlight your ability to effectively communicate with clients, colleagues, and other stakeholders in your resume.

5. Failing to demonstrate problem-solving abilities: Client service managers are often tasked with resolving complex issues and challenges. Make sure to showcase your problem-solving skills and ability to think critically in your resume.

6. Overlooking the importance of customer satisfaction: Client service managers play a key role in ensuring customer satisfaction and retention. Highlight any experiences or achievements that demonstrate your commitment to delivering exceptional customer service in your resume.

7. Neglecting to include relevant certifications or training: If you have any certifications or training related to client service management, make sure to include them in your resume. This can help demonstrate your commitment to professional development and showcase your expertise in the field.

FAQs – Client Service Manager Resume

What experience do you have in managing client relationships and accounts.

I have extensive experience in managing client relationships and accounts through my previous roles in sales and account management. In these positions, I have successfully built and maintained strong relationships with clients by understanding their needs, providing excellent customer service, and ensuring their satisfaction with our products or services. I have also been responsible for managing accounts, including handling billing, resolving issues, and identifying opportunities for upselling or cross-selling. Overall, my experience has taught me the importance of communication, trust, and proactive problem-solving in maintaining successful client relationships and accounts.

How do you prioritize and manage multiple client requests and projects simultaneously?

Prioritizing and managing multiple client requests and projects simultaneously requires effective time management and communication skills. One approach is to create a detailed schedule or to-do list that outlines all tasks and deadlines. It is important to assess the urgency and importance of each request and project, and allocate time accordingly. Regularly communicating with clients and team members to provide updates on progress and manage expectations is also crucial. Additionally, setting realistic goals and boundaries, and learning to delegate tasks when necessary, can help ensure that all projects are completed efficiently and effectively.

Can you provide examples of successful client retention and growth strategies you have implemented in the past?

One successful client retention and growth strategy I have implemented in the past is creating personalized communication plans for each client. By understanding their unique needs and preferences, I was able to tailor my interactions with them to build stronger relationships and anticipate their future needs. This approach not only helped retain existing clients but also led to increased cross-selling opportunities and referrals. Additionally, I have also implemented regular client feedback surveys to gather insights on their satisfaction levels and areas for improvement. By actively listening to their feedback and addressing any concerns promptly, I was able to demonstrate my commitment to their success and strengthen our partnership.

How do you handle difficult or dissatisfied clients and resolve conflicts effectively?

When dealing with difficult or dissatisfied clients, it is important to remain calm, empathetic, and professional. Listen to their concerns and try to understand their perspective. Acknowledge their feelings and apologize for any inconvenience they may have experienced.

Once you have a clear understanding of the issue, work with the client to find a solution that is mutually beneficial. This may involve offering a refund, a discount, or providing additional services to make up for any shortcomings.

Communication is key in resolving conflicts effectively. Keep the client informed of the steps you are taking to address their concerns and follow up to ensure they are satisfied with the resolution. By being proactive, transparent, and responsive, you can often turn a dissatisfied client into a loyal customer.

What is your approach to collaborating with internal teams to ensure client satisfaction and project success?

My approach to collaborating with internal teams to ensure client satisfaction and project success is to prioritize open communication, clear expectations, and a shared understanding of goals and objectives. I believe in fostering a collaborative and inclusive environment where all team members feel empowered to share their ideas, ask questions, and provide feedback. By actively involving all stakeholders in the decision-making process and regularly checking in on progress, we can ensure that everyone is on the same page and working towards a common goal. Additionally, I place a strong emphasis on building strong relationships with team members, fostering trust and mutual respect, and celebrating successes together. By working together as a cohesive unit, we can deliver high-quality results that exceed client expectations and drive project success.

In conclusion, a well-crafted Client Service Manager resume is essential for showcasing your skills and experience in the field. By including a strong objective, summary, education, skills, experience, certification, awards, and achievements sections, you can effectively highlight your qualifications to potential employers. Utilizing a free template can help you organize your information in a professional and visually appealing manner. With the right resume, you can stand out as a top candidate for Client Service Manager positions.

Related Administrative Role Resumes:

Resume Tips

Choose the right format.

Select a resume format that best showcases your skills and experience. Common formats include chronological, functional, and combination resumes.

Tailor Your Resume

Customize your resume for each job application by highlighting relevant skills and experiences that match the job description.

Focus on Key Sections

Include essential sections such as contact information, professional summary or objective, work experience, education, skills, and relevant certifications.

Use Clear and Concise Language

Be concise and use action verbs to describe your accomplishments and responsibilities in each job role.

Quantify Achievements

Whenever possible, quantify your achievements with numbers or percentages to demonstrate your impact in previous roles.

Highlight Transferable Skills

Emphasize transferable skills that are relevant to the job you're applying for, such as communication, problem-solving, and leadership skills.

Prioritize Readability

Ensure your resume is easy to read by using a clean and professional font, adequate white space, and bullet points for listing information.

Proofread Carefully

Avoid spelling and grammar errors by proofreading your resume multiple times or asking a trusted friend or colleague to review it.

Keep it Updated

Regularly update your resume with new experiences, skills, and accomplishments to reflect your most current qualifications.

Seek Feedback

Consider seeking feedback from career advisors, mentors, or professionals in your industry to improve your resume further.

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5 Customer Service Manager Resume Examples for 2024

Customer Service Manager

Best for professionals eager to make a mark

Looking for one of the best resume templates? Your accomplishments are sure to stand out with these bold lines and distinct resume sections.

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• Customer Service (CS) Manager
• CS Manager 2
• CS Manager 3
• CS Manager 4
• CS Manager 5
• Customer Service Manager Resume Writing 101

You facilitate customer engagement and organic growth by taking ownership of any obstacles in your path and proactively solving customers’ problems. You’re also a pro at planning strategic goals and helping your team meet them.

But how do you make an online resume ? How do you highlight your analytical thinking and leaderships abilities with the best format ?

We’ve been helping people out with customer satisfaction and management resumes for years, so don’t worry: These five customer service manager resume examples and cover letter writing tips can help!

Customer Service Manager Resume

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Customer Service Manager 2 Resume

Customer Service Manager 3 Resume

Customer Service Manager 4 Resume

Customer Service Manager 5 Resume

Related resume examples

• Entry Level Customer Service
• Retail Customer Service
• Customer Success Manager
• Bilingual Customer Support
• Customer Service

What Matters Most: Your Skills & Work Experience Sections

Your skills section should show the fundamentals of why you’re qualified to work as a customer service manager. What are your interpersonal strengths? Are there any programs you use to get things done, like Salesforce or MS Teams?

Recruiters want to see a balanced set of hard and soft skills (leaning towards the technical side with abilities like sales strategy and data analysis) worded in an analytical, efficient way. Be specific!

Ditch any generic terms about “communication.” Instead, go beyond the surface and use your skills to describe how you leverage those abilities within your specific profession by leading your team and overcoming obstacles.

Here are some examples:

9 top customer service manager skills

• Team Leadership
• Employee Satisfaction
• Customer Satisfaction
• Problem-solving
• Data Analysis

Sample Customer Service Manager Work Experience Bullet Points

Your skills are undoubtedly awesome, but your experience section shows recruiters why that matters: What kind of impact did you have on profits and customer satisfaction with your abilities? Can you set off your skills with examples of how well you apply them on the sales floor?

You’re going to need to measure your success to show that you can back your claims of excellent customer feedback and labor optimization, too. Recruiters want to see solid evidence that you’ve come a long way throughout your career and accomplished plenty.

Quantifying your success can take the form of performance percentages, customer retention, sales increases, or satisfaction rates.

Here are some samples:

• Designed and built a comprehensive reporting infrastructure for coaching under-performing customer service specialists, improving average performance by 24%
• Led customer service specialist team through HubSpot migration and handled unresolved challenges to maintain a customer retention rate of 92%
• Identified gaps and bottlenecks in customer care, institutionalizing actionable and incentivized customer feedback cards that improved customer retention by 71%
• Reworked existing processes to improve customer retention by 12% and customer satisfaction by 19%
• Followed up with customers to update them on claim requests, achieving a 96% customer approval rating

Top 5 Tips For Your Customer Service Manager Resume

• It’s hard to narrow down your vast array of customer service experiences, but give your resume a hard limit of just one page. Anything else you put on page two will likely be glossed over anyway, leaving that story of how you revolutionized customer retention unread.
• Don’t try to quantify your impact with random headcounts or project numbers, since those can feel weak without a supporting point. If you include similar metrics, make sure you strengthen them with sales rates or customer rating percentages that clarify their relevance.
• Still struggling to part with some of your favorite work history points? Set the best memories of your HubSpot migration aside to write an effective cover letter ! You’ll want the same gold nuggets for that anyway: Actions, impact, and metrics .
• When picking a template , make sure your experience takes center stage on your customer service manager resume. The growth and diversity in your experiences with customer relations and sales data make you unique, so don’t let anything steal their thunder!
• Alongside demonstrating steady advancement throughout your career, you’ll want to spotlight a versatile array of experience points. Show recruiters that you can tell a story through data, since that’s what you’d do for your customer service team!

It’s common for people to use a pop of color to give their resume some personality. Minimal colors can set off your name and contact info or draw attention to your section headers, but keep everything readable. Your resume should look more like a data report than a sales display!

Revisit each job description before you apply and look for keywords (like ZenDesk or employee coaching) or value statements that you can switch out and reflect in your resume. This finishing touch doesn’t take much time, but it goes a long way!

It’s all about advancement, improvement, and growth! Arrange your work experience points to show a consistent increase in the magnitude and complexity of your accomplishments. Show that you can navigate all types of customer service initiatives, from direct interactions to team guidance and delegation.

Resume Worded   |  Proven Resume Examples

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• Customer Service Resume Guide & Examples

Customer Service Manager Resume Examples: Proven To Get You Hired In 2024

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• Customer Service Manager Resume Tips

Customer Service Manager Resume Template

Download in google doc, word or pdf for free. designed to pass resume screening software in 2022., customer service manager resume sample.

The customer service manager is an integral role on any customer-facing team. Customer service managers can work in a variety of industries. They are responsible for leading the customer service team, ensuring customer ratings are trending positively, revamping customer service protocols, training new staff, and more. To become a customer service manager, you’ll need some critical soft skills and experience. Generally, hiring managers will look for a candidate with a minimum of an associates degree in business, communications, or another related field. However, those with a high school diploma could be considered if they have a lot of experience. Previous customer service and support experience is required to land this role. Candidates should be comfortable working face-to-face with customers, excellent problem solvers, and goal oriented.

We're just getting the template ready for you, just a second left.

Recruiter Insight: Why this resume works in 2022

Tips to help you write your customer service manager resume in 2024,    highlight your leadership skills.

As a customer service manager, you will train and guide junior-level customer service staff. For this reason, you should highlight your ability to mentor and lead others. Maybe you volunteer with tutoring teens, or maybe a previous job has asked you to step up as a leader. In any case, all leadership experience you have should be clearly highlighted on your resume.

   Showcase your experience improving customer service metrics

Metrics are very important benchmarks to understand in customer service. As the customer service manager, you will be asked to help improve your team’s metrics, like customer satisfaction or NPS. For this reason, it’s important to show off any experience you have improving a team’s numbers or helping a team meet a new goal.

When applying for a customer service manager role, keep in mind what differentiates a manager from a representative. A customer service manager must not only be adept at prioritizing customer satisfaction and needs, but also at strategizing and implementing operational improvements to ensure a smooth and painless customer journey. They should be confident in leadership roles and understand how to manage and motivate a team of customer service representatives. This resume highlights the applicant’s experience in exactly those areas.

   Leadership-oriented work experience, essential for customer service managers

Customer service managers aren’t simply managing customers -- they’re also managing a team of representatives and ensuring that they function like a well-oiled machine. If you’re applying for a customer service manager level role, it’s important to call attention to your capacity for leading such a team. This applicant does so in the bullet points of their work experience and also includes quantifiable metrics, noting that they enhanced team performance and increased team efficacy rate by 15%, with higher job satisfaction reported amongst staff.

   Detailed bullet points with measurable results, using metrics core to customer support

When applying to a senior level role such as this one, you should make sure to convey the impact of your contributions in your work experience. This applicant has numeric metrics in practically every line of their work experience, with detailed descriptions of their role and responsibilities in organizing, enhancing, or facilitating customer satisfaction (e.g. providing 7 innovative ideas, 3 of which are implemented and successful; organized meetings...with a 95% success rate on new client projects)

Customer Relations Manager Resume Sample

Operations manager resume sample.

As a career coach and hiring manager who has worked with companies like Amazon, Zappos, and Zendesk, I've seen firsthand what makes a great customer service manager resume stand out. The following tips will help you craft a compelling resume that showcases your skills and experience in the best possible light.

   Highlight your leadership experience

Employers want to see that you have experience leading and managing teams. Use specific examples to demonstrate your leadership skills:

• Led a team of 15 customer service representatives, resulting in a 20% increase in customer satisfaction scores
• Implemented a new training program that reduced average call handle time by 30 seconds
• Coached and mentored 5 junior team members, resulting in 2 promotions within 6 months

Avoid generic statements that don't provide any real insight into your abilities:

• Managed a team of customer service representatives
• Responsible for training and development

   Emphasize your problem-solving skills

Customer service managers are often faced with complex problems that require creative solutions. Use your resume to showcase your problem-solving abilities:

• Developed a new escalation process that reduced customer complaints by 25%
• Identified and resolved a recurring issue with the company's CRM system, saving an estimated $10,000 per month in lost productivity
• Created a troubleshooting guide for common customer issues, reducing average handle time by 2 minutes

Avoid vague statements that don't demonstrate your impact:

• Handled customer complaints and issues
• Troubleshot technical problems

   Quantify your achievements

Whenever possible, use numbers and metrics to quantify your achievements. This helps employers understand the impact you've had in your previous roles:

• Increased customer retention rate from 75% to 90% over a 6-month period
• Reduced average call wait time from 5 minutes to 2 minutes, resulting in a 15% increase in customer satisfaction scores
• Implemented a new upselling strategy that increased revenue by $500,000 annually

Avoid using subjective or vague language to describe your accomplishments:

• Significantly improved customer satisfaction scores
• Greatly reduced call wait times
• Substantially increased revenue through upselling

   Tailor your resume to the job description

Every company has different needs and priorities when it comes to customer service. Tailor your resume to the specific job you're applying for by highlighting the skills and experience that are most relevant:

• If the job description emphasizes technical support skills, focus on your experience troubleshooting complex issues and working with various software systems
• If the company values customer retention, highlight your success in reducing churn rates and increasing customer loyalty
• If the role requires managing a large team, emphasize your leadership experience and ability to coach and develop others

Avoid using a generic, one-size-fits-all resume that doesn't speak directly to the company's needs:

Customer service professional with 10+ years of experience managing teams and improving customer satisfaction. Skilled in problem-solving, communication, and leadership.

   Showcase your industry knowledge

Employers want to know that you understand their business and the challenges they face. Use your resume to demonstrate your knowledge of the industry and how you've applied it in your previous roles:

• Implemented a new customer feedback system based on best practices from the retail industry, resulting in a 20% increase in survey response rates
• Developed a training program for new hires that incorporated the latest research on effective communication techniques in the healthcare industry
• Created a set of customer service standards based on benchmarks from top-performing companies in the technology sector

Avoid using generic language that could apply to any industry:

• Improved customer satisfaction through effective communication and problem-solving
• Trained new hires on company policies and procedures

   Highlight your soft skills

While technical skills are important for customer service managers, soft skills are equally critical. Use your resume to showcase your ability to communicate effectively, lead teams, and build relationships:

• Collaborated with cross-functional teams to develop and implement a new customer onboarding process, resulting in a 25% increase in customer retention
• Mediated conflicts between team members and customers, resulting in a 90% resolution rate and improved team morale
• Built strong relationships with key stakeholders across the organization, resulting in increased support for the customer service department and its initiatives

Avoid using cliched or overused phrases to describe your soft skills:

• Strong communication skills
• Team player
• Detail-oriented

By following these tips and showcasing your skills and experience in a compelling way, you'll be well on your way to landing your next customer service manager role.

Writing Your Customer Service Manager Resume: Section By Section

  summary.

While a resume summary is optional, it can be a powerful way to introduce yourself and highlight your most relevant qualifications for a customer service manager position. A well-crafted summary can grab the attention of hiring managers and showcase your unique value proposition. However, it's crucial to avoid using an objective statement, as they are outdated and fail to focus on what you can offer the company.

When writing your summary, tailor it specifically to the customer service manager role and the company you're targeting. Emphasize your key strengths, experiences, and achievements that align with the position's requirements. Keep it concise, typically no more than 3-4 sentences, and make sure it complements rather than repeats information already present in other sections of your resume.

To learn how to write an effective resume summary for your Customer Service Manager resume, or figure out if you need one, please read Customer Service Manager Resume Summary Examples , or Customer Service Manager Resume Objective Examples .

1. Highlight your customer service expertise

Your summary should showcase your expertise in customer service and how it aligns with the manager position. Consider the following examples:

• Customer service professional with 5+ years of experience in various industries
• Experienced in handling customer complaints and resolving issues

While these examples mention customer service experience, they lack specificity and fail to demonstrate leadership skills. Instead, try something like:

• Customer service leader with 5+ years of experience managing teams in fast-paced call center environments
• Proven track record of implementing training programs that increased customer satisfaction ratings by 20%

By highlighting your leadership experience and quantifiable achievements, you show that you have the skills necessary to excel as a customer service manager.

2. Tailor your summary to the company's needs

To make your summary more impactful, research the company and tailor your statement to their specific needs and values. For example:

Customer service manager with 7+ years of experience seeking a challenging role in a fast-paced environment. Skilled in training, coaching, and motivating teams to exceed performance goals.

While this summary mentions relevant skills, it feels generic and could apply to any customer service manager position. Instead, consider tailoring it to the company:

Customer-centric leader with 7+ years of experience seeking to leverage expertise in training and continuous improvement to contribute to [Company Name]'s mission of providing exceptional support. Proven ability to motivate teams, optimize processes, and exceed performance goals, resulting in a 15% increase in customer retention.

By mentioning the company's name and mission, as well as highlighting a specific achievement that aligns with their goals, you demonstrate a genuine interest and show how you can add value to their organization.

  Experience

Your work experience section is the core of your resume. It's where you show hiring managers what you've accomplished and what makes you a great fit for the role. In this section, we'll break down everything you need to know to write a strong work experience section on your customer service manager resume.

1. Focus on your customer service achievements

Many job seekers make the mistake of simply listing their job duties and responsibilities in their work experience section. While this gives hiring managers an idea of what you did in your previous roles, it doesn't tell them how well you performed or what kind of results you achieved.

To make your resume stand out, focus on highlighting your accomplishments and the impact you made in each role. Quantify your achievements whenever possible, using metrics such as:

• Increased customer satisfaction ratings by 25% within 6 months
• Reduced average call handling time by 20% through process improvements
• Trained and mentored a team of 15 customer service representatives

2. Use strong, industry-specific action verbs

When describing your work experience, use strong action verbs that are specific to the customer service industry. This helps hiring managers quickly understand the scope of your responsibilities and the impact you made in each role.

Examples of strong action verbs for a customer service manager resume include:

• Implemented
• Streamlined

Avoid using generic or overused verbs like "helped" or "assisted". Instead, choose verbs that paint a clear picture of your contributions and leadership abilities.

3. Tailor your experience to the job description

One of the biggest mistakes job seekers make is using the same generic resume for every job application. To increase your chances of landing an interview, it's important to tailor your resume to each specific job you apply for.

Start by carefully reading the job description and noting the key skills, qualifications, and experience the employer is looking for. Then, look for ways to highlight your relevant experience and accomplishments in your work experience section.

Customer Service Manager, ABC Company Responsible for managing a team of customer service representatives. Handled customer inquiries and complaints. Trained new hires.

While this example lists some relevant responsibilities, it doesn't provide any context or highlight the candidate's specific contributions. Here's a better example:

Customer Service Manager, ABC Company Led a team of 20 customer service representatives, implementing new training programs that increased customer satisfaction ratings by 30%. Streamlined processes to reduce average call handling time by 25%. Collaborated with cross-functional teams to develop and launch a new customer loyalty program.

4. Highlight your career progression

As a customer service manager, hiring managers want to see that you have a track record of growth and advancement within the field. If you've held multiple positions or received promotions within the same company, make sure to highlight this in your work experience section.

One way to do this is by grouping your experience under each company, with your most recent position listed first. For example:

ABC Company Senior Customer Service Manager (2018-Present) - Achievements/responsibilities Customer Service Manager (2016-2018) - Achievements/responsibilities Customer Service Representative (2014-2016) - Achievements/responsibilities

This format makes it easy for hiring managers to see your career progression and understand how you've grown and developed within the customer service field.

  Education

The education section of your customer service manager resume should be concise yet impactful. It's an opportunity to showcase your relevant academic background and certifications that qualify you for the role. Here are some key tips to keep in mind when writing this section:

1. Put education at the top if you're a recent grad

If you've graduated within the last few years and your education is your strongest qualification, place the education section above your work experience. This is especially important if you have limited professional experience in customer service management.

Here's an example of how to format your education when you're a recent graduate:

Bachelor of Science in Business Administration University of Arizona, Tucson, AZ Graduation Date: May 2022 GPA: 3.8/4.0 Relevant Coursework: Customer Relationship Management, Service Operations Management, Business Communications

2. Keep education brief if you're a seasoned professional

For customer service managers with several years of work experience, the education section should be concise. Hiring managers will be more interested in your professional accomplishments than your academic background.

Here are some examples of what not to include:

• High school diploma if you have a college degree
• Graduation dates if they were more than 10 years ago
• Irrelevant coursework or extracurricular activities

Instead, focus on your degree, university, and any relevant certifications:

MBA, Marketing Concentration Georgetown University B.A., Communications University of Michigan

3. Include relevant certifications in customer service

In addition to your formal education, include any professional certifications you've earned that are relevant to customer service management. These can demonstrate your expertise and commitment to the field.

Some examples of relevant certifications include:

• Certified Customer Service Professional (CCSP)
• Call Center Management Certification
• Certified Client Service Specialist (CCSS)

If you have multiple certifications, consider creating a separate "Certifications" section to keep your education section streamlined.

  Skills

The skills section of your resume is where you highlight your top abilities that are relevant to the customer service manager role. It's an opportunity to show the hiring manager, at a glance, that you have the right mix of skills to excel in the position.

Many companies today use Applicant Tracking Systems (ATS) to automatically scan resumes for specific skills they're looking for. Tailoring your skills section to include relevant keywords from the job description can help your resume pass through these filters and land on the hiring manager's desk.

1. Identify key customer service skills

Before you start listing your skills, take a close look at the job description. Make a list of the key skills and qualifications the employer is looking for in a customer service manager.

Some common customer service manager skills include:

• Customer service
• Team leadership
• Conflict resolution
• Problem-solving
• Communication
• Time management
• CRM software (e.g. Salesforce, Zendesk)

Once you have your list, match your own skills and experiences to the ones the employer is seeking. These are the skills you'll want to highlight in your skills section.

2. Categorize your skills

To make your skills section easy to scan, consider grouping your skills into categories. This helps the hiring manager quickly see that you have the right mix of skills for the role.

For example, you might have categories like:

• Customer Service : Conflict resolution, empathy, active listening
• Leadership : Team management, coaching, performance reviews
• Technical : Zendesk, Salesforce, Microsoft Office

Grouping related skills together paints a clearer picture of your overall skill set and makes your resume more impactful.

3. Focus on hard skills over soft skills

While soft skills like communication and problem-solving are important for customer service managers, your skills section should primarily focus on your hard skills. These are the specific, teachable abilities you have that qualify you for the role.

Skills: Communication, leadership, hardworking, dedicated, problem-solving, detail-oriented

The example above is full of overused, generic soft skills that don't really tell the hiring manager anything about your actual qualifications. Instead, focus on listing concrete skills, tools, and knowledge areas:

Skills: Customer Service : Complaint resolution, customer retention, upselling Leadership : Performance reviews, coaching, team building Technical : Zendesk, Salesforce, Hootsuite, Google Analytics

4. Be specific and use industry terms

The more specific you are with your skills, the more convincing you'll be as a candidate. Use industry-specific terminology where appropriate to show your domain knowledge.

For example, instead of just listing 'data analysis', get more granular:

• Customer satisfaction metrics
• Net Promoter Score (NPS)
• Average handle time (AHT)
• First call resolution (FCR)

Using terms that are common in the customer service industry signals to the hiring manager that you understand the field and would need less training to get up to speed.

Skills For Customer Service Manager Resumes

Here are examples of popular skills from Customer Service Manager job descriptions that you can include on your resume.

• Troubleshooting

Customer Service

• Salesforce.com
• Technical Support
• Social Media
• Customer Relationship Management (CRM)
• Microsoft Access
• Contact Centers

Skills Word Cloud For Customer Service Manager Resumes

This word cloud highlights the important keywords that appear on Customer Service Manager job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more likely you should include it in your resume.

How to use these skills?

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• Customer Service Resume Guide & Examples for 2022

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Customer Service Manager Resumes

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• Customer Service Manager Interview Guide
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• Alternative Careers to a Customer Support Representative
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Jobscan > Resume Examples > Customer Service Skills and Resume Examples You Need to See > Customer Service Manager Resume Examples, Skills, and Keywords

Customer Service Manager Resume Examples, Skills, and Keywords

If you’re passionate about customer experience and satisfaction, here’s a plan for you. Follow our customer service manager resume samples and suggestions to take the next step in your career.

Jobscan has helped land interviews with

Customer service manager resume sample

If you’ve been working in customer service for a while, you might be thinking about climbing the ladder to management. What better way to improve the customer experience than from the top, being in charge and setting the standards? As a customer manager, some of your primary duties will be to:

• Train and oversee agents
• Research strategies to enhance customer experience
• Develop quality standards for customer service
• Evaluate staff performance
• Maintain a professional workflow
• Address and resolve customer concerns

If it’s time to take a step upward in your career, you should start by composing a stellar resume to showcase your best customer service manager skills and help you make a lasting impression. Remember, you’re competing with candidates who are just as capable as you, so do your best to stand out and catch your potential employer’s eye.

Most hiring managers use an applicant tracking system (ATS) as a first step in the filtering process. If you want to make it through to the interview , take a look at the customer service manager resume example below.

Findlay, OH 45840 • (555) 555-1234 • [email protected] • linkedin.com/in/nancy-jenkins

CUSTOMER SERVICE MANAGER & CONTACT CENTER SUPERVISOR

Energetic and performance-driven Customer Service Supervisor with 10 years of experience leading teams, improving performance, identifying opportunities, and successfully defusing the toughest clients in a call center. Excellent written/verbal communication and interpersonal skills and the ability to respectfully interface with executives from various departments and divisions.

Customer Service Team Leadership | Marketing & Sales |T raining & Development | Conflict Resolution|Performance Improvement Strategies | Communication | Marketing Data Analysis | Active Listening | Customer Relationship Management | Customer Retention Event Planning & Execution | Interviewing/Hiring

Lead team of 10 agents in the sub-servicing of FHA/USDA/VA loans overseeing completion of each stage in the process to ensure adherence to Fannie Mae, Freddie Mac, and Ginnie Mae regulations.

• Defuse 15+ escalated calls per day and if necessary open task for appropriate department to resolve problem.
• Generate and send documents, including payoff requests, copy of note, statements, appraisals, closing disclosure, loan modifications, forbearance letters, payoffs, deed, and delinquency notices to borrowers each day.
• Monitor the queues to verify calls on hold meet the less than 2-minute standard.
• Review key performance indicator (KPI) and champion team improvements through training. Meet and exceed goals over the last 6-months.
• Calls Per Hour averaged 6 to 10. Compute data daily for yield results to determine monthly average.
• Adhered to schedule and drove improvements from 60% to 85%.
• Drove quality assurance (QA) from an average of 75% to 91%.
• Assisted with annual performance reviews for each team representative.
• Conducted interviews for potential hires. Utilize team chat daily to assist agents.

Coordinated patient scheduling for 245 practices in 17 states and 150 dental practices for patients not seeking treatment in 24-36 months.

• Generated 1,500+ calls per week and retained 25% of patients by scheduling appointments.
• Communicated with patients to determine reasons for leaving the practice and to improve patient experience and dental practices processes.

Created best-in-class service for customers utilizing America’s most reliable network.

• Managed 45+ calls per day and addressed billing inquiries from escalated customers to retain 20+ customers a month.
• Reviewed product sales orders for accuracy, explained documents, and approved order exceptions; Selected to assist in training new agents.
• Utilized Customer Relationship Management (CRM) software to gather and analyze customer information and facilitate retention campaigns.

Why this resume works

Customer service manager resume skills and keywords

Bypassing the ATS will ensure your resume-writing efforts weren’t in vain. It might seem daunting, but it actually doesn’t require much effort. All you have to do is read the job description thoroughly and keep an eye out for the keywords that they’re looking for to incorporate into your resume. If they’re in the job description, they’re likely to be what the ATS is scanning for. If you need help, there’s a list of customer service manager resume keywords below.‌

Skills for a Customer Service Manager:

• Merchandising
• Attention to detail
• Business planning
• Management Information Systems (MIS)
• Customer support
• Account management
• Supply Chain Management
• Business development
• Team leadership
• People management
• Team building
• SAP Products
• Business process improvement
• Project management
• Negotiation
• Change management
• Business strategy
• Strategic planning
• Communication
• Multitasking
• Vendor management
• Sales management
• Operations management
• Logistics management
• Business-to-Business (B2B)
• Operating systems
• Customer experience
• Time management
• Problem-solving
• Performance management
• Sales operations
• Continuous improvement
• Customer satisfaction
• Customer retention

5 Customer Service Manager Resume Writing Tips

Composing a great resume is a matter of strategy. Put yourself in the recruiter’s shoe: what would you like to see in an applicant? Follow the suggestions below to get great tips that make resume-writing easy, and get your resume recruiter-ready in no time.

Tip # 1: Follow instructions and showcase your attention to detail

Some hiring managers start thinning out the candidate pool before they even touch the ATS. Pay close attention to the application instructions so that you don’t get a rejection email a day after applying. Keep an eye out for:

• Special submission methods
• Specific formatting instructions
• Chronology preferences

Failing to comply with these first-step requests will make you look uninterested, or worse ⁠— negligent. Hiring managers want to see thoroughness and don’t want to waste their time.

Tip # 2: Polish your resume to perfection

Another excellent way to show off your attention to detail — which, by the way, is a crucial skill for customer service management — is submitting a flawless resume. Typos and grammatical errors are often a dealbreaker when applying for any job, but especially this one. You’ll come off as an unprofessional candidate who’s not interested enough in the position to bother opening up spellcheck.

Hiring managers want to know they’ll be able to trust you as you perform your daily duties. Nobody’s looking for an employee that they’ll have to micro-manage. Prove that you’re capable of catching mistakes, whether those mistakes are made by your team or by yourself, by double-checking your work.

Tip # 3: Use metrics to showcase your experience as a customer service manager

Recruiters and hiring managers scan dozens of resumes in a day. How can they tell, when every applicant’s making the same claims, who the best candidates are? Make it easy for them.

Use figures and percentages to define your previous accomplishments in customer service. Avoid claims that can’t be substantiated, like:

• Excellent team player.
• Great at budgeting. ‌

Swap them for sentences that look like:

• Managed a team of 25+ staff members.
• Increased sales by 13% by implementing a new service approach.

Be specific, but remember to keep your statements concise. Use action words whenever possible to make your entries more engaging.

Tip # 4: Avoid embellishing your customer service manager resume with “white lies”

People will say anything they can think of in their resume or in the interview to impress the hiring manager. However, they forget they’re dealing with trained professionals! Getting caught in a lie will immediately disqualify you from the application process.

Even if you get away with lying and land the job, if the truth comes out during your employment, you can be fired on the spot. Everything you worked for will be gone. It’s just not worth it. Just focus on your actual skills.

Tip # 5: Introduce yourself as a customer service manager

I nclude a short paragraph at the beginning of your resume where you summarize your career arc. This section will help you grab the recruiter’s attention by providing a snapshot of what they’ll see in your resume. Keep it brief, but don’t forget to include your:

• Years of experience in customer service.
• Relevant education and credentials.
• Two or three big accomplishments throughout your career.

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Customer Service Manager Resume Examples and Templates for 2024

• Resume Examples
• Resume Text Examples

How To Write a Customer Service Manager Resume

• Entry-Level
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Customer Service Manager Text-Only Resume Templates and Examples

John Bergsen (123) 456-7890 [email protected] LinkedIn | Portfolio Philadelphia, PA 12345

A dynamic customer service manager with six years of professional experience specializing in client relations, operations management, and cross-functional leadership. A strong history of building and developing high-performance teams to enhance client satisfaction and drive customer loyalty.

Professional Experience

Customer Service Manager, United Airlines, Philadelphia, PA October 2018 – present

• Manage a 30-person customer service team for the United Airlines sector of the Philadelphia Airport, serve as the escalation point for customer issues, and provide coaching and training to drive customer success
• Develop and implement new training programs and scripts and establish client relations best practices, resulting in a 15% increase in monthly satisfaction scores
• Coordinate cross-functionally with five airline departments to resolve escalated issues and improve operational workflows

Customer Service Specialist, American Airlines, Philadelphia, PA June 2017 – October 2018

• Delivered high-quality customer service to 20 to 40 passengers per day, communicated with empathy and patience, and achieved a 94.7% customer satisfaction rating
• Coordinated with the customer service manager to identify opportunities to enhance service delivery, resulting in a 5% reduction in customer wait times
• Client relations
• Cross-functional leadership
• Customer service
• Process improvement
• Team management

Certifications

Certified Customer Service Manager (CCSM), 2017

Bachelor of Business Administration (B.B.A) Temple University, Philadelphia, PA September 2013 – June 2017

Skyler Thompson (123) 456-7890 [email protected] LinkedIn | Portfolio Nashville, TN 12345

A results-oriented customer service manager with eight years of experience building and leading diverse customer care teams for health care organizations. A proven track record of implementing innovative training programs to enhance the customer experience.

Customer Service Manager, Aikens Medical Device Co., Nashville, TN December 2017 – present

• Oversee a 10-person customer care team for a $5 million medical device company, manage daily operations, and identify opportunities to improve the customer experience
• Coordinate with the sales team to resolve escalated customer issues, ensure satisfaction, and build long-term relationships, contributing to a 20% increase in client retention
• Lead the development and implementation of new customer service policies, SOPs, and quality standards, resulting in a 10% increase in customer satisfaction metrics

Customer Service Manager, Sunrise Medical, Nashville, TN June 2015 – December 2017

• Led a 25-person call center team for a health care provider with over 15,000 registered patients, established a work culture centered on accountability and empowerment, and successfully improved monthly patient satisfaction from 72% to 89% in 2017
• Created a new customer service script and delivered remedial training to enhance team performance, resulting in a 45-second reduction in average call times
• Continuous improvement
• Operations management
• Relationship building
• Staff development

Bachelor of Business Administration (B.B.A) University of Tennessee,Knoxville, TN September 2011 – June 2015

• Certified Professional in Customer Relationship Management (CPCRM), 2017
• Certified Customer Service Manager (CCSM), AIBMC, 2015

Hideo Araki (123) 456-7890 [email protected] LinkedIn | Portfolio Miami, FL 12345

A customer service manager with over 10 years of experience, specializing in customer care, program management, and continuous improvement. A strong history of building dynamic customer service teams to deliver elite service to client businesses. Adept at identifying opportunities to streamline processes and achieve operational excellence.

Customer Service Manager, Cohen HVAC Inc., Miami, FL July 2016 – present

• Build, manage, and develop a customer service department with over 25 personnel, interface with client accounts ranging from $100,000 to $350,000, and establish relationships
• Develop processes and procedures to support sales enablement and ensure smooth hand-off throughout all phases of service delivery, resulting in a 90% retention rate
• Coordinate with senior leadership and stakeholders to resolve service issues for an at-risk client account generating over $250,000 in annual revenue

Customer Service Manager, Cadence Insurance Inc., Miami, FL June 2013 – July 2016

• Oversaw all aspects of client services for a business insurance provider, managed a team of over 20 customer service representatives and customer care specialists, and led initiatives to improve service delivery
• Established a culture of continuous improvement and collaboration and created new customer care standards to improve client satisfaction and retention
• Account management
• Client services
• Program management

Bachelor of Business Administration (B.B.A) University of Florida , Gainesville, FL September 2009 – June 2013

• Six Sigma Black Belt Certification, 2017
• Certified Customer Experience Professional (CCXP), AIBMC 2016

To create an impactful customer service manager resume , highlight your strongest accomplishments from throughout your career. Hiring managers want proven leaders who can build successful teams and interface effectively with diverse customers and clients. Provide tangible examples of these skill sets on your resume.

As a customer service manager, it’s also important to highlight your industry expertise. Without a thorough understanding of a product, service, or field, you can’t effectively train customer service teams or identify solutions to client issues. Throughout this guide, we’ll provide valuable insights to help translate your career experience into a results-driven resume.

1. Summarize your customer service manager qualifications in a dynamic profile

The summary at the top of your resume sets the tone for your entire document, as this is your opportunity to make a positive first impression on the hiring manager. Start by listing your job title, years of experience, and three to four specializations that align with the job posting. The goal is to create an engaging snapshot of your career and personal brand, which can help differentiate you from the competition during the job search.

Professional Profile - Example #1

A customer service manager with over 10 years of experience specializing in customer care, program management, and continuous improvement. A strong history of building dynamic customer service teams to deliver elite service to client businesses. Adept at identifying opportunities to streamline processes and achieve operational excellence.

Professional Profile - Example #2

2. add a compelling section featuring your customer service manager experience.

Accomplishments are what separates a generic document from a results-driven resume. Many job seekers make the mistake of listing mundane job duties rather than professional achievements. As you craft your bullet points, focus on the value you generated for your teams, clients, and organizations throughout your career. This is what hiring managers want to see in their candidates, not just generic job descriptions and responsibilities.

Professional Experience - Example #1

• Lead the development and implementation of new customer service policies, standard operating procedure (SOPs), and quality standards, resulting in a 10% increase in customer satisfaction metrics

Professional Experience - Example #2

Customer Service Manager, United Airlines, Philadelphia, PA October 2017 – present

3. Include education and certifications relevant to customer service managers

In addition to your education, consider obtaining certifications to bolster your job application. There are numerous customer service certifications you can pursue, such as the Certified Customer Success Manager (CCSM) and Certified Professional in Customer Relationship Management (CPCRM). You can also consider obtaining a leadership certification or a credential that’s specific to your field. This will show prospective employers you’ve continued to expand your industry knowledge and expertise.

• [Degree Name]
• [School Name], [City, State Abbreviation] [Dates Enrolled]
• Bachelor of Business Administration (B.B.A)
• University of Tennessee, Knoxville, TN September 2011 – June 2015
• [Certification Name], [Awarding Organization], [Completion Year]

4. List customer service manager-related skills and proficiencies

Most organizations rely on Applicant Tracking Systems (ATS) to identify qualified candidates for job openings. If your resume lacks a certain number of keywords, your application may be rejected by the ATS before it reaches the hiring manager. To mitigate this risk, incorporate key terms from the job description into your profile, professional experience, and skills sections. Below, you’ll find a list of keywords you may encounter while pursuing customer service manager positions:

How To Pick the Best Customer Service Manager Resume Template

Selecting the ideal template can be challenging for many job seekers. With such a variety of options available, finding the right fit for your personal brand is often challenging. Although it’s usually best to select a straightforward format that uses minimal color and avoids bulky graphics, it’s best not to stress over your template. Remember your achievements and qualifications will always be the determining factor in whether or not companies decide to hire you.

Frequently Asked Questions: Customer Service Manager Resume Examples and Advice

What are common action verbs for customer service manager resumes -.

It’s easy to run short on action verbs during the resume-building process. Often, only a limited number of words convey your professional experience accurately. That being said, it’s important to differentiate your usage of verbs, as your bullet points may begin to seem repetitive to hiring managers. We’ve compiled a list of verbs to keep your content fresh and compelling:

How do you align your resume with a job description? -

According to the Bureau of Labor Statistics , management occupations are expected to grow 8% between 2021 and 2031. Many of these job openings will be in customer service. Although companies are always looking for experienced management professionals, you’ll still need to carefully align your resume with the job description to maximize your chances of success.

For example, if you’re pursuing a role that involves frequent collaboration with the sales department, showcase your cross-functional leadership experience. If an organization is seeking a manager who excels in staff development, you’d highlight examples of you building teams and providing training to enhance performance. By tailoring your resume to the job description, you’ll significantly increase your odds of landing the interview.

What is the best customer service manager resume format? -

Customer service manager resumes should always use a reverse chronological format. This ensures that your most recent and relevant experience is featured towards the top of your document. Functional resumes are not recommended for these types of positions, as a skill-based resume won’t allow you to provide tangible examples of your customer service and leadership experience.

When you finish your resume, don’t forget to write a matching cover letter. This allows you to showcase aspects of your experience that wouldn’t normally fit on the resume. It’s especially important to mention something specific about the company’s reputation or culture in the middle paragraphs, as this will show hiring managers that you’ve done your research beforehand. For more information, view our customer success manager cover letter guide.

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Frank Hackett

Certified Professional Resume Writer (CPRW)

Frank Hackett is a professional resume writer and career consultant with over eight years of experience. As the lead editor at a boutique career consulting firm, Frank developed an innovative approach to resume writing that empowers job seekers to tell their professional stories. His approach involves creating accomplishment-driven documents that balance keyword optimization with personal branding. Frank is a Certified Professional Resume Writer (CPRW) with the Professional Association of Resume Writers and Career Coaches (PAWRCC).

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Client Service Manager Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the client service manager job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

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• Provide coaching to staff members to assist with development and drive improved performance
• Understand how team works with other closely related areas to improve team efficiency and coordinate work activities with other managers
• Work with client and CROSSMARK legal to develop program pricing Statement of Work and effectively manage budgets and financial decisions
• SOW template library development and maintenance for services products, hereby work with Management, Performance Engineers, Legal, Finance and Ops on updates
• Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions
• Develop and administer corrective action and performance improvement plans
• Work in collaboration with associate to establish Individual Development Plans
• Maintain a strong focus on staff development through training and other means in order to ensure that the team members career goals are prioritized and aligned with business opportunities
• The CSM is responsible for monitoring, reporting and advocating continuous improvement of the service delivery relationship between J.P. Morgan and the client. The CSM uses various tools to monitor and measure client and product performance, including but not limited to the inquiry management system, SLA's, issue logs, calling programs, internal and client service reviews
• Monitoring and resolution of risk indicators to ensure that both J.P. Morgan and the client are aware of any issues that may have an adverse financial or reputational impact
• Development and management of Service Level Agreements (SLA's) across all Investor Services products used by the client
• The CSM is the first point of escalation for clients and internal operations teams. The CSM takes ownership of the issue and will assess, coordinate and manage the issues with the assistance of the relevant internal teams ensuring that service delivery standards are consistent with the terms of the service level agreement
• Provide supervision, management, and coaching to ensure "best in class" levels of service
• Identify training opportunities and provide career coaching to ensure employee development and progression
• Provide expertise toward the development of new products and business development opportunities
• Work with internal departments and management if necessary to ensure client priorities are understood, and resources are executing on commitments
• Assists in developing business and staffing plans and is ultimately responsible for the success of all departmental projects
• Establish cultural and behavioral excellence and develop high engagement across the team
• HSBC Global Payments and Cash Management formally established as a global functional business in 1997, serves as a core service to CIB and CMB customers
• Review and manage key performance metrics to proactively identify issues and trends
• Establish excellent working relationships with the client representatives who also operate at a group level within their business
• Ability to prioritize with strong attention to detail and strong organization skills
• Strong understanding in one of the following areas: workers compensation, liability and disability claims management
• Demonstrated ability to apply technical industry knowledge to day-to-day issues and have the ability to adapt to technology
• Excellent team player, strong communicator and ability to work under pressure
• Demonstrable competence to manage and monitor talent and performance, with excellent knowledge of risk and compliance as well as regulatory issues
• Proven ability to have in-depth discussions with clients in the functional/practice area(s) served by RGP exhibiting strong knowledge to the client
• Strong attention to detail and a demonstrated ability to follow-through on complex multi-step tasks
• Be attentive to detail, have excellent follow through and good time management skills to see a task or project through to completion
• Strong organizational, analytical skills and strong attention to detail
• Excellent interpersonal skills with a proven ability to develop strong working relationships

15 Client Service Manager resume templates

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• Providing, role modeling and coaching others by
• Delivering industry-leading service
• Engaging clients and referring when a need exists to deepen and enhance relationships. It is expected that the individual in this role contributes to referrals and coaches their teammates on doing the same
• Responsible for candidate selection, performance management and reviews, and salary administration of tellers
• Provide leadership and guidance to develop teller skills for career growth opportunities
• Transaction review and approval following appropriate guidelines
• Ensuring teller line adheres to risk management and Operational Excellence Standards
• Allocating, planning, developing and executing proper staffing schedules to ensure an industry-leading client experience
• Very limited cash handling and processing of individual transactions
• Oversight of teller duties, such as
• Vault, ATM, Teller Cash Dispenser/Recycler, Commercial Depository/Night Drop
• Assisting with transactions processed by tellers
• Supporting, providing peer feedback and coaching to ensure
• Overall branch adherence to risk management and Operational Excellence Standards
• Acting as interim branch manager in their absence with responsibilities to assist with items including but not limited to
• Owning/addressing escalated client situations
• Providing leadership and direction to team on activities and progress towards achieving branch goals
• Identifying and contacting available resources for additional support
• Familiarity with teller and branch operations
• Three years SunTrust or other Retail Banking platform experience

Asset Management Latin Private Bank Client Service Manager Resume Examples & Samples

• Manage day to day operation of Client Service Specialist team to deliver superior service to our clients
• Assure adherence to corporate and regulatory control standards. Monitor reports, flag issues, and follow-up to timely resolution
• Drive and improve efficiency and effectiveness of client service function. Promote effective coverage, including right-sizing headcount, planning back-ups, and balancing staff experience levels
• Talent development, including recruitment, onboarding and training
• Performance management, including objective-setting, performance reviews (mid and year-end), and career-development coaching
• Represent CSS function to partners across the organization including Risk, Compliance, Operations, Technology and business management
• Manage CSS team projects/priorities (such as client experience, capacity planning, cross-selling bank's products, administrative campaigns -e.g. missing documentation, client communications, etc); lead team meetings
• Minimum of 7 years experience in the Financial Services and/or Banking industry
• Proven leadership and people management capabilities
• Strong problem solving & project management skills
• Series 24, 7 & 63 licenses
• Fluency inSpanish and English is critical
• Leading regular market meetings to update staff on operations development, product enhancements, system improvements or problems
• Monitoring client reports and investigate changes in revenue, product usage, outstanding loan issues
• Assuring compliance with all Chase Middle Market auditing Policies and Procedures
• Providing input into financial budget for Client Service Team and support plan achievement
• Participating in national project teams representing Middle Market Client Service
• Providing a collaborative, communicative and productive environment for all Client Service Professionals
• Working with Line of Businesses partners and Market Staff to enhance and escalate the resolution of client issues through appropriate channels
• Collaborating with market management and HR to ensure personnel policies are adhered to, participating in personnel decisions involving employees, including: performance appraisals, promotions, salary actions recommendations and terminations
• Performing other special duties or assignments as requested or required
• Undergraduate degree preferred
• Typically a minimum ofeight years or the equivalent customer service, operations, sales or management experience preferably in the Commercial Banking or in Treasury Services
• Extensive knowledge of deposit, treasury and credit products, payment services, regulations, and related procedures
• Thorough knowledge of financial exposure and operational risk associated with bank products and services
• Build an integrated client engagement plan that is impactful for sophisticated and demanding institutional clients that expect high touch and differentiated service
• Lead team to high performance by assuming disciplined execution on the plan with a focus on driving client satisfaction higher while uncovering new business opportunities and add-ons to exiting mandates
• Proactively communicate with key via email and phone on issues of interest to them in order to build and strengthen the relationship
• Participate in current and prospective client meetings, documenting discussion and leading follow-up on action items
• Expeditiously fulfill the client’s request across a range of deliverables including portfolio analysis, compliance reporting and liquidity availability, manager data, counterparty reporting, audit information and valuation information
• Lead and manage the client service team to deliver high client satisfaction
• 7+ years of experience in a client service role with direct contact is required
• At least 3 years working with a provider of alternative investments, preferably hedge funds
• Knowledge of & interest in alternative investing strategies
• Excellent advocacy, negotiation and persuasive skills
• Ability to have substantive conversation about alternative investments with internal and external investment professionals
• Excellent analytical, training and motivational skills
• Ability to maintain composure under high pressure situations with competing demands
• A strong desire to collaborate with other functional experts and subject matter experts to deliver strong outputs and outcomes for clients
• Ability to work a flexible schedule to effectively coordinate across multiple time zones
• Ability to perform multiple tasks in a fast-paced, team environment, under pressure
• CAIA, CIMA, or Series 7 are helpful
• BA or BS; strong academic record

Cib-client Service Manager Resume Examples & Samples

• Full accountability for the service delivery relationship with assigned clients
• Building relationships with senior clients to understand client requirements and expectations and balancing this with risk management to ensure the best outcome for the client and firm
• Conduct regular service review
• Deputise for the Head of Client Service in various capacities
• A minimum of 10 years experience in Custody Business, and/or portfolio servicing environment
• Demonstrated technical, professional, and organizational expertise and a desire to continuously grow and maintain this knowledge for the development of self and others
• As this role will have regular client facing involvement and engagement with senior staff in all areas of Markets & Investor Services, the person in this role must be confident, articulate and able to represent J.P. Morgan in front of clients at senior levels
• University degree, Masters or MBA preferred
• Set up and manage direct reports to high performance standards with a core focus on client delivery and collateral management
• Own and manage the adherence of the front office to agreed businesses processes, with a focus on ongoing process improvement
• Manage the entire work flow process for the front office with all key stakeholders according to agreed SLA’s and take appropriate action where required
• Manage CSC engagement with Relationship Management and Operations teams within RF with a key focus on client service delivery and collateral management
• Manage the accuracy with which new clients and BAU clients are loaded and managed on the core operating system IMX
• Ensure all client and stakeholder queries, requests or complaints are handled in a professional manner that maximises account profitability, client retention and collateral management
• Attend to PRA duties (iMX validations, capture of limits, etc.) in PRA's absence
• Manage team absences due to leave, studies, etc
• Leadership skills and previous management experience in a similar environment
• Knowledge and experience in Receivables Finance or similar Operations and Business environment, minimum of 6 years
• Experience of internal stakeholder management
• Experience in client account management and query resolution
• Experience in effective administration, record keeping, accurate reporting and schedule management
• Highly competent in Receivables Finance software: eg iMX, Risk Factor
• Understanding of Receivables Finance governance
• Ability to analyse and interpret information to ensure correctness and completeness
• Ability to communicate verbally and orally in an internal stakeholder and external client-facing environment
• Participate in the development of goals and execution of departmental strategies
• Provide supervision, management, and coaching to ensure "best in class" levels of service
• Manage daily resources and coverage levels for Technical Solutions Group agent resources
• Manage impacts to employee morale and satisfaction
• Act as point person for client escalations to coordinate resolution and further escalate customer issues as needed
• Ensure two-way communication flow to employees through dissemination of staff meeting minutes, training, upcoming product changes, event happenings, and departmental policies
• Foster partnership and teamwork within other Global Client Access teams, Sales and Service, and Product Management personnel
• Identify service quality opportunities and manage participation in service quality initiatives and projects
• Develop a robust knowledge of Client Access products, policies and procedures, in order to act as a subject matter expert in supporting agent inquiries
• Minimum of five years of customer service management experience
• Minimum of 2 years call center management experience
• Demonstrate excellent interpersonal and coaching skills
• Work holidays and after-hours as required
• Strong knowledge of MS office applications including Word, Excel and Powerpoint
• Proven ability to manage staff adherence to functional policies and procedures
• Technical proficiency in Windows LAN/PC environments and systems, and in web and browser-based applications and technologies
• Knowledge of cash management business
• Knowledge of call center technology
• Knowledge of Treasury Services products

Client Service Manager / Futures Operations Resume Examples & Samples

• Be well versed in client execution and clearing, for both futures and derivatives products on global markets
• The role will demand that the candidate is a strong communicator and leader, as the function demands frequent interaction with business partners as well as clients
• Be able to work in a fast paced environment and be an effective multi-tasker
• The successful candidate will be required to take and pass their Series 3 Exam within 3 months of hire date
• Be able to act without immediate supervision and have the ability to take ownership of tasks/processes
• Be able to evaluate the risk elements of such a client facing role and ensure tasks are carried out in a controlled fashion
• Experience with GMI, as well as other systems associated with cleared Futures and Derivatives and should be proficient in Microsoft Excel, Word and PowerPoint
• In-depth knowledge of the margin process for futures and options
• Knowledge of industry rules and regulations, as well as common street wide business practices is a plus
• Experience working in a global environment with outsourced partners would also be considered as a benefit

Cib-treasury Services Client Service Manager Resume Examples & Samples

• Sustaining a 90% (or better) client satisfaction rating from the clients in the assigned portfolio
• Proactive servicing through targeted client outreach and programs
• Client performance analysis reporting and presentations identifying customer problems, trends, root causes with the objective of developing/executing solutions and action plans to address
• Support of core revenue stream by addressing any outstanding bill payments and cross selling core products as opportunities arise
• Monitoring industry research/trends for assigned business groups to identify strategic direction thus facilitating better service approaches and opportunities
• Act as a customer advocate and liaison to improve the overall quality of service provided to customers by all product and operational areas; ensuring CSMs contact customers on production and service interruptions; developing thorough knowledge of customer business, operating environment and industry; developing client specific service strategy plans in conjunction with sales; planning and executing annual client calling schedule within budget; consulting with customers on client service plans and other customer reports to improve efficiencies; quarterly phone calls to senior customer contacts regarding client satisfaction, and specific product performance concerns
• Industry knowledge
• Regulatory requirements
• Excellent communication & analytical skills
• Working knowledge of MS Office
• Cash Management Product knowledge
• Demonstrated people, project and risk management skills
• Minimum of 5 years management experience preferred
• Negotiating skills Teamwork building and organizational skills

Assistant Client Service Manager Resume Examples & Samples

• A minimum of five years or the equivalent customer service, operations, sales or management experience preferably in the financial service industry
• Strong interpersonal skills with proven supervisory abilities
• Extensive knowledge of deposit, treasury , payment services, regulations, and related procedures
• Knowledge of financial exposure and operational risk associated with bank products and services
• Knowledge of operating areas of the bank (Check Processing, Wire Transfer, Branch Operations, etc)
• Ability to prioritize, handle multiple tasks and work under pressure in a team environment

Client Service Manager Citifinancial Servicing Resume Examples & Samples

• Strong customer focus and management of client expectations - ability to establish and maintain a high level of user trust and confidence
• Ability to simplify complex IT information and design clear, value focused messages to a variety of audiences under tight timeframes
• Extensive experience in managing communications around technology projects on both a strategic and tactical basis
• Demonstrated experience in managing and implementing technology projects
• Experience performing cost/benefit/risk analysis to understand, prioritize, and decision potential efforts
• Significant interpersonal skills at all levels of management and ability to motivate employees/teams to apply skills and techniques to solve dynamic problems
• Strong collaboration and influencing skills with experience interfacing with senior leadership
• Ability to think short- and long-term
• Aptitude to work in a team or independently with minimal direction in a fast-paced, changing environment -excellent prioritization skills a must
• Broad understanding of current industry trends and IT best practices
• Comfortable working with a wide breadth of technologies with experiences dealing with a multi-platform environment (Distributed Systems, Mainframe systems, Web Based Applications etc.)
• 15+ years experience in technology with 10+ years experience in a leadership position
• Preferred experience managing technology in a consumer financial organization

ICB, UK DC, Client Service Manager Resume Examples & Samples

• A primary requirement of the role is the pro-active management of the administrative relationship between Aon Hewitt and BlackRock for a growing number of Investment Only and Bundled clients
• The role will also involve the management and strengthening of client, consultant, operational and administration relationships
• The CSM will be responsible for introducing/maintaining the mechanism(s) that measure relationship quality
• The CSM will lead administration meetings with clients where necessary and present key business reports as well as attending pitches for future Aon Hewitt clients if required
• The position will be based in Peterborough and report to the Dedicated Aon Hewitt Relationship Manager
• Maintain a line of sight across the Service Centre from a client perspective
• Own client service relationships and servicing throughout scheme life and take a strategic approach to relationship management
• Take a structured and proactive approach to relationship management via telephone, email and face-to-face
• Reactive issue/complaint resolution including high quality, expedient resolution and root cause analysis
• Team leadership, development, quality control and performance management
• Build and maintain effective working relationships across the business ensuring a joined up approach is taken at all times
• Ensure that service provided to Aon Hewitt clients by the Service Centre is in line with agreed service levels
• Preferably APMI, FPC qualified or IMC
• Passion for service excellence and a sharp focus on continuous improvement
• Able to represent BlackRock to DC clients in all appropriate forums
• Able to proactively position relevant products with clients and present alone to a deep level whenever appropriate
• Excellent prioritisation skills and time management
• Team player with a track record of strong performance management
• Excellent communication skills including presenting, coaching and feedback
• The ability to stand in the shoes of the client and drive strategy based on this premise
• Competent with a wide range of windows based applications (Word, Excel, Outlook, PowerPoint etc.) and comfortable with new technology
• Proven relevant experience in a client/customer service relationship management role
• Strong DC pensions, product and market knowledge
• Track record of achievement
• Strong track record in customer service and service resolution
• Able to identify and maximize business opportunities

Senior Client Service Manager Resume Examples & Samples

• Client demand is increasingly focused on a complete bought solution, in which a post-sales client service, is being seen an integral and important component of the solution. Hence, a consistent delivery of a top quality and market leading customer service proposition, across the region and globally, is essential for the success in retaining client loyalty and forestalling client defection. In order to advance the service proposition, a regional change driver role must also be taken up to ensure all Client Service teams in the region all aligned for the same standard of service delivery
• While in the process of delivering to meet customers’ expectations, the person is required to ensure that the team operates within the parameters established by external regulators in the region, and is also subject to internal Group parameters. Therefore, a broad knowledge of the business environment and the banking and regulatory framework in Asia, as well as a strong working knowledge of HSBC's operations, systems, products and services in the region is required
• The competitive environment is intense but where we differ and/or offer competitive advantages are
• HSBC aims to become a clear banking market leader for international business
• The jobholder is expected to meet clients and forge strong relations. To look for new opportunities, expand on the existing portfolio, increase wallet share and generally ensure the performance of the client. The role holder has to also ensure client satisfaction including identifying and dealing with actual or potential business or relationship risks
• Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues
• Strong analytical and selling skills
• Minimum 10 years of relevant experience
• Broad knowledge of HSBC Group companies and product ranges
• Association of Corporate Treasurers International Certificate in Cash Management
• Comprehensive knowledge of the HSBC Group's inter/intra clearing systems
• BA (or equivalent), preferably in accounting, MBA or CPA desired
• 10+ years of financial services experience with client servicing and/or client relationship management
• 3-5 years experience in Security Services business line, specifically in Global Custody (Trade Settlement/Asset Servicing) and Fund Services (Fund Accounting, TA, Compliance, Performance, etc)
• People and virtual team management preferred
• Minimum 5 years customer service experience in financial services
• Hedge Fund specific experience
• Management experience (min. 5 years)
• Advanced experience with computer software applications including Word, Excel,and outlook
• Superior client service skills (both verbal and written) and strong active listening skills
• Functional Canadian payroll and/or HR expertise required
• Must demonstrate excellent Client Service Management skills including communication, listening and telephone skills
• Languages preferred
• Pro-active, with good attention to detail, and the ability to demonstrate flexibility in the face of change
• Problem solving and analysis
• Enthusiastic with strong presentation and interpersonal skills
• Proven experience of financial markets, services, instruments, techniques, investments
• Ability to suggest/implement process improvement and modifications
• Identifying customer education needs, and subsequent follow through to ensure delivery of appropriate training events and/or workshops
• Experienced in multiple disciplines/functions
• Undergraduate degree or equivalent experience required
• Bachelor’s Degree, preferably in business or finance, or equivalent experience
• At least 5 years financial services experience
• Series 7 & 63 (or ability to obtain within first year)
• Retail brokerage experience
• Strong understanding of brokerage trading, clearing and operations
• Strong user knowledge of Microsoft Office (Word, Excel, and PowerPoint)
• Demonstrated ability to execute projects and implement change
• Exceptional customer service and problem resolution skills
• Ability to balance client and organizational needs
• RBC employs more than 79,000 employees who serve more than 16 million personal, business, public sector and institutional clients through offices in Canada, the U.S. and 44 other countries

Defined Benefit Client Service Manager Resume Examples & Samples

• Service crediting rules for vesting and benefit service including hours method, elapsed time method, and break in service rules
• Social security offset plans
• Reduction factors
• Employee contributions
• Benefit calculation log
• Offset for prior distributions
• Optional forms of payment
• 5 Years experience either in technical or account management
• General technical knowledge is a plus for this role
• Bachelors degree is a plus but not required
• Oversee all high severity issues being handled by the Operations team. This includes making sure operations policies are followed, escalated to additional management as needed, tracking time lines and writing executive and customer communications in a clear and concise manner
• Track outstanding issues relating to critical issues or bugs and work with the responsible teams until the issues and/or bugs are resolved
• Provide weekly status reports of critical issues and all outstanding work items
• 24 x 7 on call is required
• Must be willing to work on an on call basis on weekends, nights and holidays
• Work with the Global Support team to provide customer communication

Traded Investments Senior Client Service Manager Resume Examples & Samples

• Developing Client Service/Investment Consultants to ensure that a high-quality, general advice service proposition is delivered to all Citi clients
• Delivering and sustaining high levels of customer satisfaction and NPS, for the client service and general advice proposition
• Collaborating with Citibank Investment Strategist and Traded Investments Product Specialist to translate Citi’s research insights in to actionable investment opportunities for clients
• Ensuring investment opportunities are communicated to clients through cohesive, consistent and easy-to-understand messages
• Delivering revenue targets across Foreign Currency, Dual Currency Accounts, Fixed Income and Equities
• Identifying new customer acquisition opportunities and existing client growth opportunities, within portfolios
• Provide phone support to Relationship Managers (where applicable), to provide product & market expertise to assist in closing sales
• Build solid working relationship with both internal and external stakeholders to achieve expected results (e.g. Branch Managers, Relationship Managers, Operations and Marketing etc)
• Support the Client Service/Investment Consultant team by servicing clients directly (as and when required)
• 5+ years experience in Retail Equities
• 5+ years experience in either Foreign Exchange or Fixed Income
• 7+ years experience in client/relationship management roles
• 3+ years in a people leadership/management role
• Knowledge of charting and technical analysis techniques desirable
• Good understanding of industry legislative and compliance regime
• Strong preference for Asian language skills (Mandarin and/or Bahasa Indonesian)
• Knowledge of Foreign Exchange, Fixed Income & Equity markets
• Drive and ability to lead/influence others to meet business objectives
• Ability to breakdown and communicate technical/complex concepts to a broader audience
• Direct selling experience in Public area
• He/she must have the demonstrated capacity for working with business partners and customers in the areas of situation assessment (culture, personalities, organizational interfaces, budgeting/chargeback practices), business development, SLA/OLA building, and consultative selling
• Demonstrated ability to drive for results to meet and or exceed booking, revenue, and profit targets for Services business
• 5+ years experience global engagement and communications
• 10+ years of combined industry and technology experience
• 10+ years of increasing responsibility
• 10+ years experience with Consultative Selling
• 10+ years of experience leading and crafting comprehensive multi-million dollar service solutions/programs
• Business development and positioning with the customer of Services based solutions built around Cisco's technologies for our most strategic customers
• Contribute to directing and mentoring the project team on the technical integrity, customer satisfaction and success, documenting projects and/or multiple design engagements by collaborating with and mentoring the project stakeholders
• This position lead proposal preparation, lead business case development, develop detailed services methodologies, customer presentations, contribute to service delivery efforts, mentor others and assist with development of technical design collateral
• Ensure Cisco provides comprehensive, effective and, as required, customized support services to key strategic accounts
• Responsible for understanding Cisco’s service and support models, resources, programs and partnerships to help drive sustainable service solutions with Cisco technologies
• Communication and Collaboration Participate in cross-functional, cross-organizational partnerships working with Sales, Business Units, WW Technology Practices, Advanced Service and Technology Service Delivery, and Services Marketing to define go to market plans for new Services growth markets. Teaming with peer other theater and organizations to drive increased market share. This individual will collaborate in building and maintaining a repository and in-depth understanding of competitive conditions, industry partners, market opportunities, and customer requirements. The Client Service Manager Service Sales will have the communication skills necessary to represent Cisco by communicating global business capabilities and strategies internally and externally. Communication responsibilities will include building and presenting CxO level and Board of Director appropriate presentations. Exemplary communications skills and significant experience with presenting at these levels is required (oral, written, listening and hearing)
• Seek opportunities and respond to initiatives to improve service levels and improved efficiency for the business and the client
• Provide input to design of new client solutions
• Coordinates and expedites the execution of legal agreements across Legal, Credit, Sales and the client. (Markets)
• Act as a key service partner with correspondent/s to ensure comprehensive understanding of their overall business strategy in order to assess, prioritize and drive our service delivery in order to meet their objectives
• Manage relationships and communication with key points of contact both internally and externally
• Serves as a key point of escalation for client and operational issues and resolution
• Client liaison with operations and other internal departments
• Works closely with CAS Business Development, and other facets of RBC as required in coordinating solutions to correspondent inquiries
• Attends on site visits and conference calls with firms to ensure a greater understanding of their respective businesses and the responsibilities of their employees
• Proactively share information with clients and deliver quality client service
• Keep clients apprised of new and existing products, services and technology that impact their business
• Log all calls, emails, and archive other correspondence to ensure updated client information and for performance measurement purposes
• Remain current on industry rules, regulations and practices
• Consults with and supports the correspondent/s to develop initiative priorities, building consensus within the correspondent/s business on priorities and implementation approaches
• Proactively looks for ways to improve the relationship with correspondent/s wherever possible
• Effectively promotes an understanding of each other’s business practices and common techniques in order to manage expectations for correspondents
• Establishes and manages a communication framework for correspondent/s and ensure that it is used effectively
• Primary contact for correspondent/s management
• Ensures that CAS senior management are informed about issues before they escalate, and can intervene as appropriate
• Deliver annual financial review presentation to correspondent/s
• Other job related tasks and duties as assigned
• Minimal travel, as needed, to meet with correspondent/s in order to establish and build rapport
• BA / Equivalent
• Customer-facing solution handling experience
• Troubleshooting in a geographically, matricised environment
• Cloud Solutions experience beneficial

Cib Is Client Service Manager Associate Beijing Resume Examples & Samples

• The CSM is the daily contact and first point of escalation for clients and internal operations teams. The CSM takes ownership of the issue and will assess, coordinate and manage the issues with the assistance of the relevant internal teams ensuring that service delivery standards are consistent with the terms of the service level agreement
• The CSM is responsible for the monitoring, reporting and advocating continuous improvement of the service delivery relationship between J.P. Morgan and the client. The CSM uses various tools to monitor and measure client and product performance, including but not limited to the inquiry management system, SLA's, issue logs, calling programs, internal and client service reviews
• The CSM must foster a close relationship with their clients in order to understand their requirements and expectations and to take accountability for the resolution of issues by pro-active management through all Product areas of J.P. Morgan. The CSM must also foster relationships with J.P. Morgan Operations teams and other groups (such as Product, Technology, Treasury Services) involved in service delivery to the client
• The CSM must exhibit an ability to work with, and manage through, other functional areas both locally and globally, to ensure the provision of a timely and efficient level of service. The CSM has a high degree of autonomy in the management of their client base, however must be able to exercise reasonable judgment regarding the escalation of issues to their manager, the Relationship Manager ("RM"), and to appropriate Operations managers
• As part of a team the CSM will be the backup for other members of the team to for vacation coverage and other absences. The CSM will also support other members of the team through on the job training
• Full accountability for the service delivery relationship with their assigned clients, including but not limited to
• Development and management of Service Level Agreements (SLA's) across all Investor Services products used by the client
• Drive resolution of service issues leveraging internal teams as appropriate
• Periodic review of the SLA and partner with the RM and Operations teams to manage proposed scope changes to the SLA
• Being the point of escalation for service issues and opportunities
• Driving client account planning in partnership with the RM
• Fluency in written and spoken English and Chinese Mandarin
• Ability to represent the firm to client senior management
• Strong influencing and negotiation skills, ability to navigate in large organization
• Proactive team player with leadership attributes
• Able to work under pressure, prioritize appropriately, meet deadlines and juggle simultaneous demands
• Minimum 4 years proven experience servicing China institutional investors and investment managers investing in global financial markets
• Experience in Custody and Fund Services a plus
• This is a client facing position. Your job will be to respond to customer requests and queries in a timely and courteous fashion. Both product training and second tier support will be available
• Analyze and solve issues around customers’ advertising campaigns and other technical issues
• Communicate with other members of the product support and product management teams to provide a timely resolution to customer issues as well as future product features, enhancements and functionality
• Write and edit documentation and other instructions as requested and help to maintain the quality and integrity of support documentation
• Maintain online databases tracking customer support and customer contacts
• Weekend and evening emergency on-call rotation
• Solid compulter application skills (web browser, email client, word processing, text editing and
• Answer questions and provide readily available information to clients, if requested and as allowable, as it relates to servicing their accounts
• Assist in completing and processing paperwork
• Maintain files and records in accordance with the records retention policy
• Perform other allowable duties as assigned by the financial advisors
• Client Care
• Answer phones
• Complete meeting prep. - Write notes or letters to clients on personal letterhead of administrative nature only
• Coordinate client appreciation events and seminars. - Answer unsolicited calls from prospects to schedule appointments or refer to advisor
• Direct attention to detail and organization
• Effective communication with clients and other advisors/staff
• Effective and efficient time management
• Polite and clear phone manner
• Ability to adhere to rules and regulations as stated and required by advisor, Ameriprise Financial and FINRA
• Ability to support and provide guidance for compliance within the advisor’s practice
• Positive attitude and sincere willingness to constantly learn and grow
• Strong technology skills
• Solid understanding of MS Office, Excel and PowerPoint
• Basic knowledge of financial services products
• Prior financial services office experience is preferred, but not required
• 2 + years of similar experience
• College degree or higher
• At least 7 years working in PCM and/or Commercial Banking
• Ability to understand a customers business and the fundamentals of running a business
• Broad based knowledge of HSBC Group companies
• Bachelors degree in business, related field or equivalent work experience
• Minimum of 5-7 years working in the banking industry and strong understanding of PCM
• Excellent interpersonal skills and ability to interact and build relationships with internal and external stakeholders
• Proven coaching and performance management skills
• Full-time, salaried employee of Moser, Kearns and Associates, an independent private wealth advisory franchise practice of Ameriprise Financial
• Entry level position that requires analytical skills and provides room for growth
• This is not a sales position
• Highly analytical with excellent computer skills
• Effective communication with clients and other team members
• Effective and efficient prioritization and time management skills
• Ability to adhere to rules and regulations as stated and required by advisor, Ameriprise and FINRA
• Ability to support and provide guidance for compliance within the practice
• Applicant must be proficient in Microsoft Office Suite (Word, Excel, PowerPoint and Outlook)
• Though previous knowledge is not required, you must be able to learn how to use the following programs quickly: Contact Manager, Naviplan. Thomson ONE, etc
• Perform proactive servicing for a designated portfolio of priority local and cross-border client relationships across product base (custody, cash management, foreign exchange, etc.)
• Handle client enquiries and special requests by interacting extensively clients and operations departments (including our overseas processing agents)
• Provide pre and after sales support for electronic banking services including conducting demos, implementation, user training and ongoing problem solving
• Provide feedback on client needs and liaise with operations and product development to implement changes in support of client requirements
• Bachelor's degree holder with minimum 3-4 years of experience on client servicing with good securities background
• Ability to work independently and overtime
• Fluent command in English and Japanese are mandatory

Client Service Manager Trust Resume Examples & Samples

• Performance management responsibilities such as objective setting, periodic reviews, staff development, compensation, vacation scheduling, etc
• Hiring, performance rating, input on compensation
• Client relationship management plan and execution
• Minimum BA/BS degree
• Strong client relationship management skills, people development experience
• CCTS certification preferred
• Develop and maintain up to date knowledge on all aspects of the GBDS sites operations and procedures so as to prevent problems arising and to advise on any area which may concern the customer
• Ensure that the company has all required specifications, artwork, and any other pertinent information from the Line of Business to complete jobs
• Review all incoming work to ensure specifications are complete and estimate/quote given to client
• Ensure that all aspects of the Quality Policy and Objectives are understood and enacted
• Escalates when necessary. May act as a senior point of escalation for external and internal parties
• May maintain issues logs and may prepare monthly reporting. May act as lead party for external calls and client visits
• Reasoning and judgment skills
• Ability to act beyond established guidelines
• Product knowledge and/or experience from JP Morgan Chase line of business
• GBDS Statement Processing production, Output Systems, and iVault knowledge and/or experience
• 3+ years of increasingly responsible positions in relationship management or customer service management
• Strong sense of urgency, initiative, attention-to-detail and communication skills
• Excellent decision-making, problem solving and quantitative analytical skills
• Familiarity with Project Management methodologies
• Meet or exceed monthly sales quota through identification and closing of incremental sales and revenue opportunities
• Renew customer contracts to protect and grow existing revenue streams
• Maintain regular account contact to ensure positioning and alignment of Comcast Business Services with assigned accounts
• Initiate and deliver proposed solutions to meet the needs of the assigned customers as it relates to Advanced Voice, Metro Ethernet or other Business Class products, as appropriate
• Maintain customer satisfaction and serve as the primary escalation point for any customer issues that arise
• Manage the cultivation, execution and delivery of sales and services to local and Regional accounts in the Enterprise and mid-market segment
• Collaborate with Sales, Finance, and Operations leadership to develop specific account management plans to meet assigned accounts needs and an overall strategy to optimize sales and retention opportunities
• Position and sell Comcast Business Class services across multiple organizational levels including but not limited to C-level and Executive level personnel
• Management of existing revenue, sales opportunities, quota, funnels and forecasts consistent with Region, Division, and Corporate sales, service, and operational goals and objectives
• PCM provides transaction banking products, services and solutions to the clients of HSBC's Global Banking and Markets and Commercial Banking businesses
• Market demand for cash management is rising rapidly. However, the desire to reduce the number of bank relationships and the recognition by banks of the attractiveness of cash management services as a provider of low risk, low capital recurrent income has resulted in heavy competition (principally Citi, JPM, BoAML, SCB and Deutsche)
• At the top end of the market, large Multi National Companies require invited banks to submit detailed cash management proposals covering liquidity management, payments, receivables, delivery systems with a specific focus on the seamless implementation of these wide ranging solutions and the provision of consistent, high quality ongoing service
• Take personal ownership for the delivery of a high level of client service. Respond in a professional, knowledgeable and timely fashion to all incoming service-related inquiries. Be alert for new sales opportunities and refer the opportunities to the CCP-FI or GTB-TF Sales Relationship Manager
• Assume ownership for resolution of client service issues that are identified. Deal directly with the client and any internal stakeholders to resolve the service issue. Identify and recommend changes to procedures that will prevent further occurrences. Keep the CCP-FI or GTB-TF Sales Relationship Manager apprised of material events at all times
• In conjunction with the CCP-FI or GTB-TF Sales Relationship Managers, provide expert advice and consultative services to internal and external clients to support their use of all Trade Finance products. Provide support to the Risk Consultant TFO as client interface to resolve issues when designated risk factors are triggered
• Establish and maintain a regular client calling program for designated top clients to confirm on-going satisfaction with the services provided and the achievement of targeted levels of client satisfaction. Provide a brief report to the applicable Relationship Manager. Ensure that challenges and opportunities for improvement identified are followed through to resolution. As part of the client calling program, regularly review customer information on file in the Letter of Credit system TISA to ensure it is up to date
• If applicable, assume responsibility for calling the companies who are listed as beneficiaries in the SWIFT MT 700 messages
• Track all problems, issues and complaints received ensuring that they are addressed within established service standards and resolutions are recorded within the tracking system. Escalate client service issues that require the attention of senior management
• In coordination with the CCP-FI or GTB-TF Sales Relationship Manager, provide Trade Finance product presentations in order to raise awareness of the products and create opportunities for increased referrals and new business
• Where applicable, provide third party service providers with the information they require to complete outsourced transaction processing. Be fully conversant with the Service Level standards established with the third party service provider
• Review production statistics on a regular basis to spot trends of increasing and declining trade finance product usage within our client base
• As required, train clients on the use of Trade Finance electronic interface products
• Act as a "back up" to other Client Service Managers as required
• As necessary, prepare preliminary client meeting materials
• Ability to develop and refine client service and practice management systems
• Conduct service-requests on behalf of clients
• Coordinate client appreciation and education events and seminars
• Answer unsolicited calls from clients and prospects to schedule appointments or refer to advisor
• Manage the financial planning practice meeting schedule
• Manage application and document flow with home office to ensure efficient processing of paperwork
• Coordinate and update advisor social media sites in accordance with corporate policies
• Maintain electronic files and records in accordance with the records retention policy
• Manage supply needs of the financial planning practice and office
• Track and update various reports related to the financial planning practice
• Greet clients upon arrival and extend hospitality to clients
• Answer the phone and provide readily available information to clients as it relates to financial needs
• Write letters to clients on personal letterhead to fulfill compliance or administrative requirements
• Conduct transactions on behalf of clients or financial advisor including processing checks and wires
• Assign and complete pre and post meeting activities
• Developing team goals and strategies as well as managing team performance against service level objectives
• Take ongoing lead role in supporting the development and maintenance of Policies and Procedures and training in partnership with Employee Readiness and TS Training
• Ensure that client satisfaction and confidence in JPMC/CA products and services are at or above departmental goals
• Drive escalations to resolution
• Prepare and submit data for senior management reporting and performance evaluation
• Bachelors degree
• Ability to exercise sound judgment and make effective decisions
• Ability to handle and work with highly sensitive records/information in an appropriate manner by giving appropriate attention to legal risks and operational concerns
• Effective analytical approach when solving complex problems/issues
• Ability to cope with a continuous accelerated changing environment
• Ability to translate complex information into a simple detailed narrative
• Ability to translate technical jargon into easier to understand language for clients
• Strong proficiency in Microsoft Excel, Word, and Outlook
• High degree of attention to detail and accuracy
• Excellent phone manners and interpersonal communication skills
• Positive attitude and sincere willingness to learn and grow
• As necessary, prepare preliminary financial planning recommendations as well as initial product solutions for advisor review and use in client meetings
• Coordinate client appreciation events and seminars
• Answer unsolicited calls from prospects to schedule appointments or refer to advisor
• Bachelor's degree or relevant work experience
• Minimum of 4 years experience working in retirement service, financial service or similar industry
• Ability to build and maintain relationships
• Experience with executive level presentations
• Proven excellent customer service, negotiation and probing skills
• Strong commitment to timing and quality standards
• Ability to identify and facilitate issue resolution
• Proven ability to take initiative
• Proven prioritization and organizational skills
• Ability to react to change in a positive and productive manner
• Previous client service experience a plus
• Knowledge and understanding of Pension Industry (primarily Defined Contribution; Defined Benefit and Non-Qualified knowledge) a plus
• Up to 20% Travel required
• FINRA Series 6 and 63, and State Life Insurance required within 120 days of employment
• 4+ years of relevant experience
• Track record in, or understanding of, Client Servicing or Client Management, including updates and review meetings
• Strong knowledge of the Asset Management industry
• Solid time management and problem solving skills
• Trains and coaches Wealth Management Client Services Officers (WM CSOs) in the client services and sales management process. Leads the WM CSOs in developing realistic strategies and goal setting that aligns with the PCS Office and overall Wealth Management objectives
• Works with the Wealth Management Regional Manager and Market Leader teams to ensure WM CSOs are properly executing on the WMG model and achieve sales, service, growth, and profit goals for the individual PCS offices within an assigned territory
• Coordinates and/or conducts sales, customer service, security, and technical training as needed. Facilitates WM CSO meetings for the assigned territory on an ongoing basis
• Ensure WM CSO coverage within an assigned territory
• Provide exceptional service delivery to internal and external WMG banking clients to resolve account service issues and respond to client inquires promptly and effectively
• Possesses a strong working knowledge of WMG/PCS products and services, reporting, policies and procedures
• Reviews, recommends, and implements modifications to current operating procedures to increase overall efficiencies in the PCS offices
• Performs or reviews audits of PCS office operations and makes recommendations to improve noted deficiencies
• Interacts with PCS offices, internal departments, and customers to resolve customer service problems. Manages the PCS customer complaint process of an assigned territory
• 7+ years of bank operations experience
• Track record of providing exceptional service to internal and external clients
• Experience in dealing with high net worth and/or affluent clients
• Experience in sales environment
• Superior written and verbal communication, interpersonal, and customer-service skills
• Experience working with technology/systems required to support banking transactions and provide customer service
• High familiarity with banking laws and regulations
• Overall responsible of APAC Video Sales Operations Strategy and Execution
• Responsible for Ad Operations, Campaign Delivery, Pricing, Monetisation, and Yield management
• Responsible for overall video product development and execution
• Develop and manage cross-functional ad operations relationships
• Manage overall campaign launch execution and optimisation of live campaigns
• Optimise volumes, fill rates and fluctuations for APAC markets
• Provide actionable insights on ad performance to clients and the organisation
• Monitor operational metrics, informing the organisation about progress and trends
• Collaborate with HQ in adapting product verticals to APAC markets
• Work closely with Sales teams to continuously evolve ad products
• Work closely with reporting and finance teams to ensure accurate and timely reporting
• Work collaboratively with commercial and sales teams to ensure sales and clients are effectively supported
• Work with Account Managers to optimize and drive overall client services, both advertising side and publisher side
• Manage & execute programmatic market place strategies across APAC
• 5+ years online experience
• Experience in online video operations a must
• Strong technology and platform experience
• Strong media planning and client facing background
• Passionate about relationship building both internally and externally
• Working knowledge of third-party tags, ad serving and content management tools
• Minimum of Bachelor’s degree from an accredited institution, preferably in a technical field or relevant job experience
• Verify and evaluate client information and client KYC records
• Ensure client records are complete and accurate
• Escalation point for WCOB team with key stakeholders and their clients
• Matrix reporting line to main WCOB Hub in Hong Kong; responsibilities to include providing team updates, MIS, and ensuring team is inline with Global Operating Model
• Monitor team’s capacity, KPI’s, and KRI’s to ensure a smooth and seamless on-boarding process for our clients and front-office
• Experienced in KYC and/or Client On-boarding
• Strong technical skills (Microsoft Office - Excel, PowerPoint, Word)
• Fluent reading and writing in Mandarin
• Ability to directly address conflicts and escalate issues where appropriate and communicate effectively with all levels of management
• Strong sense of accountability and ownership over end to end client on-boarding process
• Developed problem solving techniques and solutions oriented
• A team player who is comfortable working within a team and individually to deliver results
• Self starter, ability to multitask and work effectively under pressure and stress
• Ability to successfully navigate a complex infrastructure that involves numerous groups and individuals and “think outside of the box” for achieving results
• B.A. Degree or equivalent
• Minimum 5-7 years’ experience in financial services operations or compliance, Investment Banking, custody or client service
• Minimum 5-7 years' experience in financial services operations or compliance, Investment Banking, custody or client service
• Work closely with the global Business Operations team to implement a consistent, scalable and controllable service model
• Own and evolve the core operational service offering in partnership with operational groups across the firm and our key third party providers
• Build and constantly develop your existing knowledge of the Business Operations’ functions and keep current on major activities being undertaken and challenges and successes that are being experienced
• Be an operational thought leader for our clients
• Drive and build strong relationships with a variety of existing high profile and priority clients
• Act as subject matter expert on services and renewal requirements across Tax Ops markets and client base
• Responsible for managing the account opening process, liaise with Tax Ops teams and Citi custodian network to align documentation process with market changes
• Schedule and carry out analysis of clients and markets to determine docs due to expire
• Formulate and deliver clear and secure notification of expiring docs to Citi custody clients
• Liaise directly with Clients to assist and resolve renewal and tax service issues
• Provide dedicated support to assigned clients
• Liaise with local Tax Authorities to request client documentation under power of attorney
• Support and lead on ad-hoc analysis projects and client reviews
• Deliver management and client specific reporting on outstanding renewal requests, identifying risks and actions to resolve
• Participate in meetings when called upon by departmental or section managers
• Experience of rules driven analysis or projects
• Experience of identifying key data from analysis and presenting to clients or management
• Ability to work in organised fashion on own initiative on analytical, interpretive, and problem solving tasks
• Ability to deliver results under direct client pressure while prioritising appropriately
• Relevant 3rd level qualification
• Extensive years of experience in managing client relationships
• Extensive years of experience in a financial services environment
• Direct client communication experience
• Experience or knowledge of auditing or tax authorities is preferential
• Knowledge of Double Taxation Treaties and entitlements
• Operational custody account and client experience
• Operational or office environment experience
• Understanding of the Aladdin platform and its product offerings
• Demonstrated ability to learn new concepts very quickly
• Committed to providing the highest level of client service and building strong relationships with our clients and regional teams
• Strong interest in anchoring and growing the Aladdin Client Services and Aladdin Business presence in the SF office
• · Strong work ethic
• · Excellent written and oral communication
• · Interest in talent development, growing and mentoring junior talent
• · Relentlessly positive, flexible and proactive with a “can do” attitude and an eagerness to quickly take on additional responsibilities
• Bachelor's degree or related business experience
• Minimum of 3 years direct client communication experience required
• Minimum of 5 years experience working in retirement service, financial service or similar industry
• Previous client consultant, account management, or relationship management experience preferred
• Proven excellence in building and maintaining relationships
• Previous experience with executive level presentations preferred
• Proven excellent customer service, negotiation and progressive probing skills
• Knowledge and understanding of Pension Industry, experience with tax exempt & governmental plans preferred
• FINRA Series 6 and 63 required in 120 days of employment
• Meet regularly with management team to address issues and build on opportunities
• Work with management team to ensure MAM¿s entire operation supports its vision and strategic direction and is in line with its fundamental values and ethical principles
• Obtain management approval of prospective relationships and proposed fees before committing utilizing firm resources and committing to any client relationship
• Gather and document basic information regarding potential new clients
• Gather in-depth facts/assumptions to assist new clients identify and articulate their financial goals and objectives, assess their comfort with risk in investing and develop an appropriate investment allocation
• Facilitate documentation of key facts and assumptions in appropriate systems
• Oversee development of appropriate investment recommendations and identify areas where additional planning expertise may be prudent to recommend
• Identify client needs and customize an approach for the specifics of the relationship
• Set and manage client expectations
• Manage client families and relationships to ensure financial and investment objectives are met and plans executed properly
• Maintain appropriate contact with clients through mailings, telephone calls, correspondence, and client meetings
• Schedule and lead internal client relationship review meetings
• Serve as a key client resource for a broad range of non-investment specific issues, such as shopping for loans, personal insurance, etc
• Provide basic financial and investment education to less sophisticated clients (i.e. children and grandchildren). For example, categories of investments, saving for retirement, compound interest
• Help clients understand more complex investment concepts such as accrued income, principal and income accounting, fixed income accounting (accruals and amortization), corporate reorganization activity, etc
• Retain and expand existing relationships and development of new business
• Consistently work to maintain and deepen personal client relationships to help clients feel at ease with all aspects of firm¿s services to position ourselves for additions and referrals
• Cultivate and maintain relationships with multiple sources for developing and sustaining referral network and new business opportunities
• Participate in industry networking forums and other professional associations
• Participate in community activities to enhance the position of the company
• Manage account opening and new relationship set up process
• Serve as key liaison between Investments and Operations
• Handle inquiries about statements and account details
• Collaborate with clients to identify and propose solutions for a variety of financial issues and concerns
• Ensure timely and accurate cash movement and other information to or on behalf of clients
• Oversee final review of closed accounts
• Make recommendations concerning matters on pricing, operations, and overall relationship enhancement opportunities
• Review daily cash transaction reports to resolve problems and initiate client contact, if necessary, on any problem situations before the clients call
• Develop relationships with other service providers of the client such as attorneys, advisors, consultants, and other financial services providers to accomplish the service goals and objectives of the client
• Provide planning support by collaborating with client advisors (primarily estate planning attorneys and accountants) on various estate and tax planning projects as needed
• Compliance and risk management oversight
• With the assistance of the Chief Compliance Officer, maintain current regulatory and compliance knowledge to insure accounts are operated in a sound fiduciary manner and comply with applicable laws, regulations, company policies and procedures
• Oversee the timely completion of post acceptance reviews and resolution of identified issues and concerns
• Participate in the follow up on deficiencies revealed in internal and external examinations and audits to ensure they are resolved and recommend practices and procedures to minimize future exceptions
• Perform other Quality Control and Special Project assignments as appropriate
• Present the client service and administrative service offerings of the firm in prospect meetings and introductory meetings with COI¿s
• Review and prepare account and tax synopses of new trust accounts
• Gain an accurate and complete understanding of the operative document(s) language
• Thoroughly understand Marquette Trust¿s responsibilities as corporate trustee
• With assistance of assigned investment professional, review initial investments for new accounts as well as ongoing investments for existing accounts
• Oversee the timely completion of initial and annual administrative reviews for Marquette Trust accounts
• Serve as liaison with vendor for fiduciary income tax return preparation
• Oversee estate administration and related accounting and tax requirements
• Work closely with co-trustee(s) where applicable
• Manage and document discretionary payment requests from beneficiaries ¿ understand requirements per the trust document, such as gathering budget and outside income information on beneficiaries
• Strong leadership, motivational, and management skills
• Ability to work on a variety of business, regulatory, and financial issues within pressure and time-sensitive periods
• Effective time management skills, efficiency, and ability to multi-task and meet deadlines, follow up when necessary
• Ability to interact effectively with employees, senior management, directors and other contacts
• Fluency and ability to market the firm and its services
• Broad understanding of financial planning concepts, individual and trust income tax, retirement planning, education planning, gift and estate tax planning
• Strong oral, written and presentations skills; ability to effectively communicate verbally and in writing to employees, management, directors and outside parties
• Positive, energetic attitude and entrepreneurial view
• Ability to work independently; exercise sound judgment; act objectively, yet create a sense of partnership with affiliate personnel; work collaboratively
• Supervisory and staff training and development experience a plus
• Excellent communication, oral, written, and interpersonal skills
• Strong knowledge of Word and Excel
• Knowledge of Treasury Service Business and products
• Exemplary client focus and customer service skills
• Proven ability to analyze data and identify trends and opportunities for improvement
• Ability to effectively balance Quality and Productivity metrics and coach team to meet related SLAs
• Able to lead small to mid size projects
• Able to create a goal-driven environment
• Able to develop a strong sense of teamwork
• Able to motivate staff
• Able to create an environment which fosters a high level of morale validated by strong employee poll results and a high level of employee engagement
• Technical proficiency in Windows LAN/PC environments and systems, and in web- and browser-based applications and technologies
• Delivering of an improved client experience across all channels to achieve our ambition to become the 'go-to' bank
• Supporting the delivery of a world-class service experience for Premier International and Offshore Banking clients, 365 days a year, through a multi channel organisation, including telephone, e-mail, letter and internet messaging
• Liaising with both internal and external stakeholders, on a regular basis, understanding their requirements in order to meet their needs successfully
• Driving industry-leading client experience through the management and development of your teams
• Leading a group of specialist Team Leaders and taking responsibility for ensuring stakeholder relationships with Premier International, Offshore and Operations teams are managed on a day-to-day basis
• Proven leadership skills with a record of pro-actively leading team members towards achieving set targets
• Broad experience of delivering an excellent level of service to customers from differing cultures via remote delivery channels
• A strong capability for managing risk, policy and procedure and the ability to communicate a vision
• A full background of delivering an excellent level of service to customers from differing cultures
• A degree level education or the equivalent knowledge gained through operational management experience
• Bachelors degree strongly preferred
• Strong technical knowledge of Health Benefit Plans
• Ability to interact effectively with Senior HR and Finance executives
• Superior project management skills, capable of working on multiple projects
• Well Organized and client focused; able to anticipate client needs
• Refined negotiating and objection handling skills
• Being responsible for ensuring unique non-standard customer documentation is identified and providing guidance as to the appropriate authority for approval, keeping the customer constantly apprised of progress toward acceptance or decline
• Identifying and referring existing and new business opportunities for the Centre through his/her ongoing customer contact and overseeing the referral objective setting process for subordinate staff
• Maintaining control over revenue collection, ensuring the collection of all earned non-interest revenues
• Expert knowledge of Banking, Electronic Banking/Cash Management Products and Services and associated documentation
• Expert knowledge of branch regulation, policies, procedures, operations and functions to ensure department operates within audit requirements
• Exceptional management skills in order to satisfy the needs of a large client group, often with competing priorities and demands
• Thorough knowledge of related regulatory requirements including OHS, FATCA, AML, KYC, CDIC, and Privacy legislation
• Effective ability to address and communicate issues and concerns
• Excellent time management skills to satisfy the needs of a large client group, often with competing priorities and demands
• Experience in other Banking areas (Corporate/Commercial Bank, Wealth, Global Transactional Banking) an asset
• Process investment trades and transactions in a timely manor
• Respond to client telephone and email requests with appropriate solutions
• Maintain client data and information
• Input data in to financial planning tools
• Assist with preparation of reports and other materials for client meetings
• Process and log client payments and deposits
• Call clients to set up meetings or appointments
• Assist with marketing events and marketing materials
• The CSM is responsible for monitoring, reporting and advocating continuous improvement of the service delivery relationship between J.P. Morgan and the client. The CSM uses various tools to monitor and measure client and product performance, including but not limited to the inquiry management system, SLA's, issue logs, calling programs, internal and client service reviews
• The CSM is the first point of escalation for clients and internal operations teams. The CSM takes ownership of the issue and will assess, coordinate and manage the
• Driving client service planning in partnership with the Sales team
• Coordinate and maintain client retention efforts for all your clients that may be at risk in tandem with product management, service delivery and sales managers to ensure high client satisfaction and a reference-able client base
• Support the broader Client Management team as required, manage the Virtual Team and the end to end client service framework for your allocated client(s)
• Build relationship with client key decision makers and directors and other industry influencers
• Sponsor all new business approval submissions for the assigned client base and be accountable for all deal management, pipeline reporting and business approval processes and procedures
• Support agreed service and change management oversight programs as part of the relationship governance model agreed with assigned client(s)
• Establish agreed governance framework and meeting schedules to deliver strong senior client engagement and maintain full compliance with internal controls e.g. co-ordinate completion of annual Business Risk Reviews
• Sponsor service improvement opportunities and prioritise change management agenda across the business for assigned clients
• Minimum of 5 years of client management, business development or senior operational leadership experience
• Being a flexible, strong (proven) team-player is key to build up the future state client management function
• Detailed relevant knowledge/experience gained from working with ETF funds
• Ability to work across the organisation collaboratively
• Client facing, with ability to interface and interact with both strong communication and presentation skills, and with a good commercial understanding
• Fully proficient in understanding the regulations that drive the securities services arena and in particular that govern client management
• Sound understanding of controls, risk management (product and market) and mitigation techniques
• Management of Risk- Responsible for the continual assessment of operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructuring and the impact of new technology
• Understands, follows and demonstrates compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business activities associated with the role
• Audit points and issues for client management and business implementation to be progressed and closed in a timely and appropriate manner
• Bachelor's degree in Finance or related fields
• Quick learner and detail oriented
• Good people management, communication and multi-tasking skills
• Possess adequate knowledge in banking products/practice
• Energetic and be able to work under pressure and independently
• Proficient in Oral and Written English
• Have a strong sense of responsibility and commitment to teamwork
• Greet Clients
• Answer Phones
• Mail Handling
• Check Scanning
• Preparation of meeting materials
• Order Supplies
• Manage key data center DNA accounts to ensure the highest level of customer service and satisfaction
• Communicate with and set Client expectations to build and improve the Client relationship everyday
• Be responsible for Client satisfaction and communication, from transition to production support
• Meet with Clients frequently to review and prioritize open cases and to learn about new developments and plans for their business to identify opportunities for additional revenue and/or services to support customer initiatives
• Provide strong decision-making on issues
• Prepare and deliver status reports with summary and detail lists of issues and numeric measurements of performance to customers and Fiserv management
• Work with internal departments and management as necessary to ensure client priorities are understood, and resources are executing on commitments
• Balance Client needs with business realities
• Understand the banking and credit union industry
• Stay current with new product developments and functionality
• Collaborate with AE partners on overall client relationship
• Financial Industry expertise
• Proven ability to build strong relationships internally and with key partners to deliver outstanding customer service and support
• Minimum 5+ years of product support or financial institution experience required
• Manager or Project Management experience preferred
• Directs the activity and daily operations related to call center staffing and agent preparedness. Accountable for implementation of strategic initiatives relative to product strategy as well as call center staffing and agent support. Work in partnership with technical counterparts to ensure that appropriate call center tools and strategies are effectively implemented within the operation
• Provide strategic leadership and direct management of daily operations for a team of 250+ staff across 10 locations domestically and internationally in a 24x6 processing environment
• Responsible for planning and execution of long term and tactical objectives, inclusive of financial and resource allocation
• Demonstrates inclusive leadership, effectively coaches for performance and career development and is a role model in the pursuit of excellence. Manages multiple functions and sites
• Provide senior level engagement with clients and in industry forums
• Directly responsible for the team performance quality and ensuring staff is appropriately trained and supported. Ensure that the team has the tools necessary to complete resolution of client interactions while meeting client satisfaction standards
• Ensures that annual goals are delivered within budget and implements plans to support long-term business objectives
• Works with other functional areas to ensure seamless delivery to customers. May coordinate cross functional or operational resources
• Ensure risk and escalation procedures are adhered to at all times
• Responsible for leading and managing multiple projects
• Responsible for internal and external audits
• Works directly with senior managers globally to identify technology, resource and/or process needs to improve the client experience and optimize operational environment
• Minimum of 15 years of call center/customer service management experience
• Minimum of 10 years of experience managing team leads/supervisors
• Significant understanding of operations and track record in successfully supporting an enterprise of significant scale and complexity
• Technical Support customer service experience preferred
• Strong Operational Control and Risk Disciplines
• Bachelor’s Degree in Business Management or relevant business management experience
• Management international teams is important and managing 50 plus staff is optimal
• Bachelor’s degree or equivalent experience with at least 5 years relevant experiences in Call Center, of which 3 years supervisory experience
• Fluent in spoken English/Cantonese/Putonghua
• Excellent interpersonal and communication skills. Previous experience in customer services sector is a plus
• Strong in organizing training
• Comprehensive knowledge of compliance & security procedures
• Strong ownership and responsive
• Innovative and work under stress
• Directly responsible for the team performance, ensuring staff is appropriately trained and supported. Ensure that the team has the tools necessary to maximize the timely and complete resolution of client interactions while meeting client satisfaction standards
• Ability to recognize and avert risks to the bank on payment and client data protection related matters and responsible for managing applicable operational risk. Ensures that annual goals are delivered within budget and implements plans to support long-term business objectives. Works with other functional areas to ensure seamless delivery to customers. May coordinate cross functional or operational resources
• Identify direct report and overall staff development needs while providing timely feedback. Review the development and performance management plans for all team members and ensure team leaders are managing the development and performance management process appropriately
• Develop and implement plans to ensure that both staffing and agent readiness are appropriate to meet client, quality, and performance standards
• Decisions are both strategic and tactical in nature and made with little or no supervision
• Approves recommendations on hiring and staffing decisions
• Supports and leads strategic project groups
• Take ownership of the client problems; clarifies client issues/objections; appropriately escalates issues for assistance
• Must possess superior management abilities with an understanding of operations techniques
• Proven track record in operations planning experience
• Proficient operations management skills. Ability to meet multiple deadlines
• Ability to work in a fast paced environment and an adaptability to change
• Exhibits ability to work effectively in a team and multi site environment
• Must be PC literate with proficiency in W/MS Windows
• Builds and maintains excellent working relationships with clients
• Responsible for service and delivery to one or multiple clients within Custody
• Ensures and maintains client service levels to dedicated client(s) by ensuring the timely and accurate delivery of reports/information, attends operational meetings both internally and externally with key client(s)
• Acts as the key client contact within area of expertise and acts as a point of escalation for the client
• Responsible for identifying and addressing service issues as and when they arise
• Assists client(s) and partners with complex problem resolution
• Interacts with various operations areas to improve processes, oversee software installations, and research processing problems or resolve client enquiries
• Recommends enhancements to business for client account set-up, products, or services based on inquiries received
• An in depth custody and client service background
• Having experience dealing with large, complex relationships
• Good risk management and compliance knowledge and understanding
• Ability to cultivate and maintain strong and pro-active working relationships with partners and client of all levels
• Being the primary point of contact for all Altus related queries from clients, third party administrators
• The ownership, management and resolution of all queries related to the Altus / TPA process
• Close liaison with the Client Service Management and the Service Support team as part of the virtual team
• Responsibility for oversight of all of the data being used to feed the Altus process
• Focus on the speedy resolution of data issues to allow the daily process to run smoothly
• Identifying service efficiency enhancements, process improvements and service delivery, using creative and proactive measures
• Facilitating discussions and enabling decision-making
• Identifying and managing the resolution of service delivery root causes
• Participating in Service Reviews as required
• Experience of working with clients and/or investment managers
• Knowledge of custody operations and products
• Excellence in execution
• Manage the transition process for implementing and/or premium client accounts to ensure the highest level of customer service and satisfaction
• Empathize with Client needs and escalate them within Fiserv areas as appropriate
• Understand the strategic directions of your Clients
• Review release notes and technical documentation to maintain knowledge of product as it relates to specific functionality and related support
• DNA and/or Fiserv product experience
• Excellent interpersonal, communication skills, time management, decision making and organizational skills required
• Expertise with Microsoft Word, Excel and PowerPoint
• Light to moderate travel for client visits and internal meetings
• Build and maintain excellent working relationship with one of the largest Global Fund Services (GFS) clients
• Responsible for service and delivery to client within the Global Custody environment
• Head up the Custody relationship, Act as the key contact within this area and acts as a point of escalation for the client
• Attendance and leading Service Reviews
• Interaction with various operational areas to improve processes, oversee software installations, and research processing problems or resolve client enquiries
• An in depth knowledge of Custody, Funds Business and a client service background preferred
• Demonstrate experience of dealing with a large, multi-market, multi-product & complex relationship
• Communicate proactively to client regarding strategic/business items and issue/problem resolution
• Prepare and track annual client relationship plans; ascertaining and documenting client's satisfaction level with UMB's service
• Work closely with sales team early in the sales cycle to build rapport with prospects to facilitate a streamlined transition when they become clients; participate and oversee fee negotiations; and manage contract renewals
• Lead client onboarding process, conduct team meetings with clients and oversee ongoing client projects ensuring agreed upon time frames are met with satisfactory results
• Keep senior management apprised of client status so that UMB has a strong understanding of the client's situation at all times
• Provide a channel for UMBFS team members to go to with issues and questions
• In conjunction with the sales team, identify and pursue cross-sell and referral opportunities
• Ability to establish and maintain strong client relationships with an emphasis on strategic planning and problem resolution
• The ability to work effectively in a team environment
• Proven ability to make effective client presentations
• Strong project management and organizational skills
• Other critical skills include listening, problem solving, and change management
• Demonstrated ability to influence others, negotiate and to maintain a professional presence in difficult situations
• Proficient in Excel and Word
• Attending the daily escalation forum reviewing all risk factors surrounding in-flight events. Event Managers are expected to raise any risk on this call; un-reconciled files, late bookings, delays in static set up, stock out on collateral, stock on tri-party, delays in notifications etc
• Attending weekly meetings with Client Representatives (Reps) and the business to understand their needs and provide status updates
• Investigating the root cause of queries and delivering training (to business lines and also the Client Reps) via presentations and classroom training with the objective of reducing the number of future queries
• Identifying process improvements, analysing the impact that the changes bring and providing training to the process line via various media types
• Monitoring the performance of the line against the pre-agreed Service Level Documents that exist between each processing function
• Adhering to Service Level Agreement’s when providing responses to Clients
• Ensuring that Z-Yen survey, Client score cards results are as per the desired standards
• Attending the weekly Control Forum chaired by the Risk team
• Escalating any Risk in accordance with the Service Level document (within 24 hours)
• Acting as the first point of contact for any Client issues – ensuring that the management team are supplied with all the relevant concise details. Ensuring all corrective measures fully mitigate any future risk and are delivered and communicated back to the Client on a timely basis
• Ensuring all incident reports are submitted in accordance with the Service Level document (within 5 days)
• Taking ownership of queries
• Ensuring bookings are made by the bookings team in a timely manner
• Ensuring Hot stocks are reviewed on a weekly basis and sent to the business line
• Validating booking mismatches between the Transaction Management Group and the Bookings Team. Escalating booking reconciliation tool issues to the business and resolving them
• Acting as a central point of contact for the corporate action areas, chasing desks for any booking issues
• Knowing your event
• Processing exceptions
• Controlling and assisting with process and agent migrations
• Managing relationships with clients, and taking part in regular functional service review meetings to ensure adherence to the service level agreements and Key Performance Indicators
• Calculating and verifying monthly KPI’s based on information received from the relevant IOO business unit
• Maintaining and updating a comprehensive client log that tracks all escalated IOO client service issues and shares this regularly with the client, relevant IOO business units, client service delivery manager and senior management
• Acting as the first point of escalation and key client service contact within IOO – following up, monitoring and resolving day-to-day client queries/issues that have been escalated by the clients or IOO business Unit
• Providing technical expertise for new or complex products/services and oversees the implementation of new processes to support these products/services on an ongoing basis to ensure that client needs are met
• The ability to identify and implement process improvements
• Problem resolution skills
• Actively manages the day-to-day servicing and processing activities to ensure that the staff is delivering a high level of service and complying with Citibank's policies, procedures and government regulations
• Interface daily with Private Bankers/ Banker Associates ensuring client service requirements are being exceeded
• Work closely with the General Market Manager/ Area Sales Head to ensure that business initiatives are appropriately supported by Service
• Leadership skills: Takes ownership of a situation, readily takes charge and makes decisions, able to motivate people toward a common goal, implement change and get results
• People Management Skills: able to constructively coach and motivate staff, develops and fosters good working relationships between service, bankers, product specialist and operations
• Process Management Skills: Able to develop and implement processes to ensure efficient workflow
• Service Excellence Orientation: Through example, motivate service staff to take the extra step, demonstrate initiative, and take ownership of any situation to bring a satisfactory resolution for the client and the team
• Risk Assessment: Thorough understanding of Citi’s policies and procedures as well as applicable consumer regulations and capability of ensuring that team members have same understanding and adhere to policies, procedures and regulations
• Influencing and Negotiating skills: Ability to gain support and persuade others within the organization to work in the best interest of clients and the organization
• Licenses 7 & 63
• Strong leadership skills gained through leading or directing a team or project
• Thorough knowledge of derivatives products, their structures and behaviors and trade life cycles
• Thorough knowledge of the derivatives operations environment from either back or middle office, trade support, BA, etc
• Confident presentation ability to deliver to both internal / external clients
• Ability to proactively determine client needs or issues by asking insightful questions and
• Excellent relationship management skills for developing both the external client relationship and internal clients / stakeholders
• Ability to confidently discuss and articulate the different derivatives functions and operational processes with derivative operations management
• Comfortable interacting and communicating with all levels of management, clients and external asset managers
• Knowledge of current regional derivative related regulatory requirements
• Previous exposure (direct or indirect) to a custodian bank, fund administrator, or outsourced operational model
• Experience in leading or directing a team or process
• Degree in Finance, Accounting, Economics or applied sciences is preferred
• Minimum 5 years experience in client service and/or financial service operations in a fast-paced, client-focused, deadline-oriented environment
• Through capitalizing on the Group’s international network and on the regional expertise, GTRF [regions name] not only consistently holds an important status internally as a reliable and relevant income generator as well externally receiving formal market recognition
• To look for new sales opportunities, increase wallet share and generally ensure the performance of the client
• Ensure client satisfaction including identifying and dealing with actual or potential business or relationship risks
• Build strategic relationships with key business partners and GTI counterparts
• Provide advice, direction and support to key business partners, AD teams and internal service/infrastructure groups
• Understand EUS Product set and availability by location
• Drive information sharing sessions with EUS Service Owners on business needs, user experience issues or enhancements. Track and Report monthly
• Partner with UX Strategy and Planning Lead to deliver EUS service & experience roadmaps with a customer centric view in mind to articulate what changes in the end user experience with each release, service launch or program execution
• Partner with LOB technology teams, AD leadership and internal service/infrastructure groups to provide advice and direction to market more broadly within their LOBs
• Minimum 5+ years in User Experience, Account Management or related business experience with a successful track record of results
• Experience in UX Design Process and product life cycle to ensure excellent user experience and satisfaction
• Strategic thinker who routinely communicates with internal/external functional leaders and customers to understand business needs and drive product adoption
• Self-confident, possesses a strong work ethic, and is continually focused on improvement, innovation, and bottom-line results
• Strong communication skills (verbal and written) with the ability to communicate complex issues to technical and non-technical audiences- strong executive presence
• Proven ability to build strong, cohesive partnerships with the business, operations, technology and other key stakeholders and work effectively in a matrix organization
• Dynamic personality driven by results, influencing change and customer satisfaction
• Customer centric mindset and can do attitude is a must!
• Strong service delivery experience and familiarity of how to analyze incidents, process rules and change to identify improvements
• Excellent people skills in a matrix managed and diverse technology work force
• Financial Services Industry experience preferred
• Bachelor's degree or equivalent experience with an IT focus
• Serving as a member of the Middle Market Client Service Leadership Team, supporting national strategic implementation plans
• Providing a collaborative, communicative and productive environment for all Client Service Associates
• Working with Line of Businesses partners and Market Staff to enhance the resolution of client issues through appropriate channels
• BA degree or a minimum of 5- 8 years in customer service, operations, sales or management experience preferably in the Commercial Banking or in Treasury Services
• Effective problem solving, oral and written communication skills
• BA (or equivalent), preferably in accounting
• 5+ years of financial services experience with client servicing and/or client relationship management
• 2-3 years experience in Security Services business line, specifically in Global Custody (Trade Settlement/Asset Servicing) and/or Fund Services (Fund Accounting, TA, Compliance, Performance, etc)
• Bi-Lingual (Spanish) is a requirement
• Handle benefit plan administration and management of special projects associated with defined benefit plans for various clients
• Consult with client on special projects such as nonstandard benefit calculations, benefit statements, changes to requirements, special programs or other administrative requests
• Assist in creating project timelines and ensure that deadlines are met
• Coaching colleagues regarding plan specific issues and technical competencies; this includes all colleagues working on clients, mentoring new colleagues, and more formal team training
• Assist in ensuring that work is evenly distributed among the team
• A minimum of 8 years of experience working with pension, defined benefit plans/administration
• Demonstrated project management, client consulting, and team management skills
• Review of legal documentation/understand and communicate effectively any new rules/regulations to clients
• Consulting background highly preferred
• Pension formula knowledge required
• Exhibit customer service excellence
• Demonstrable experience in related industry managing customer service teams
• Excellent phone technique, communication
• Knowledge of market place
• Good problem solving skills and exercise initiative
• Sales Experience and experience with Salesforce would be an advantage
• Computer literacy - proficient at Microsoft Office/experience in supporting Web based products
• Systems aptitude
• Bachelor’s degree (Business, Economics, Finance) required
• Master’s degree (MBA, Economics, Finance) or CFA strongly preferred
• 8+ years in client facing roles
• Prior work experience in the asset management industry, preferably in fixed income
• Middle/back office operations knowledge and/or experience in leading and overseeing an institutional quality relationship management function
• Extensive and proven experience in managing service related to institutional client’s needs
• Proven ability to create and manage institutional quality relationship management process
• Specific knowledge and passion relating to the financial services industry (ideally fixed income), with a thorough understanding of investment products and institutional relationship management best practices
• Demonstrated and effective management and leadership experience
• Ability to frequently travel
• Proactive problem solving, strong analytical skills, critical thinking abilities
• Extremely strong written, oral and interpersonal communication skills
• Excellent organizational skills; ability to initiate, plan, prioritize and conduct multiple projects successfully with “roll of sleeves” approach when necessary
• Ability to build and maintain professional relationships with clients, internal team members
• Ability to work under deadlines, at a rapid pace and outside of normal business hours
• Must work independently
• Demonstrated competence and judgment with confidential or private information
• Advanced MS Office skills. Ideally experience in Salesforce
• Leads a team of 7-10 Client Services Analysts to ensure all SLA's are met. Monitors and manages daily support metrics
• Develops and coaches staff in ways that promote a superior overall client experience
• Provides and directs strategy for ensuring that client escalations are properly managed and resolved in an accurate and efficient manner
• Participates in planning sessions with the team to help determine approaches and timelines. Reviews all draft material before releasing for review by the clients
• Ensures internal and external client satisfaction by reviewing and assessing client feedback
• Coordinates efforts with clients and/or internal business partners to resolve client issues
• Stays current with the latest learning and development innovations. Manages participation in service quality initiatives and programs
• Resolves conflicts by making broad decisions, recommendations, or achieving resolution through negotiation
• Leads staff with regular coaching, feedback and career guidance. Manages and supervises team and individual training: Technical, Soft Skills, Written and Oral
• Ensure that the program is business relevant and targeted to the needs of the clients, markets, Global Commercial Card, etc
• Demonstrate ongoing level of excellence in communication, team building, and quality delivery
• Previous Manager experience is preferred
• Commercial Card experience is preferred
• Effective and creative problem solving techniques
• Ability to work both independently as well as a member of high performance-output teams in a fast-paced, deadline driven environment
• Strong analytical skills coupled with independent and reliable decision-making skills
• Proficient in MS Office Suite products
• Ability to simultaneously manage and effectively execute multiple efforts
• 50% Administrative / Business Management
• Prepare correspondence for advisor signature
• Copy and follow-up with home office on related issues
• Schedule client appointments and prepare agendas and forms for appointments
• Conduct client appointment reminder calls and check-in calls on follow up items
• Manage the flow of wholesalers in the office
• Perform other allowable duties as assigned by the financial advisor(s)
• Greet clients upon arrival
• Write notes or letters to clients as needed
• Enter transactions on behalf of clients if licensed
• You must have prior legal authorization to work in the location for which you are applying
• Relocation assistance is not available with this opportunity
• Take personal ownership for the delivery of a high level of client service. Respond in a professional, knowledgeable and timely fashion to all incoming service-related inquiries. Be alert for new sales opportunities and refer the opportunities to the GB-FI or GTB-TF Sales Relationship Manager
• Assume ownership for resolution of client service issues that are identified. Deal directly with the client and any internal stakeholders to resolve the service issue. Identify and recommend changes to procedures that will prevent further occurrences. Keep the GB-FI or GTB-TF Sales Relationship Manager apprised of material events at all times
• In conjunction with the GB-FI or GTB-TF Sales Relationship Managers, provide expert advice and consultative services to internal and external clients to support their use of all Trade Finance products. Provide support to the Risk Consultant TFO as client interface to resolve issues when designated risk factors are triggered
• In coordination with the GB-FI or GTB-TF Sales Relationship Manager, provide Trade Finance product presentations in order to raise awareness of the products and create opportunities for increased referrals and new business
• Answering client calls while providing friendly superior client service in addition to working to resolve issues or service requests they may have
• Must be able to work in a fast paced, ever changing environment while maintaining a high level of professionalism and accuracy
• Schedule and coordinate meetings, conference calls and other events
• Prepare documents/forms and other material in preparation for meetings with clients or prospects
• Print client review reports, and assemble analysis and quarterly review reports
• Open new client accounts, obtain required information, verify accuracy, and enter data in to the system. Set up and maintain related confidential files and documentation
• Perform miscellaneous admin duties, handling incoming and outgoing correspondence, incoming phone calls, greeting clients, prepare expense/mileage reports, filing, copying, scanning, faxing, maintain office compliance files
• Assist in providing financial planning and investment services to clients
• Manage and maintain multiple calendars using Microsoft Outlook
• General Support of Chief Compliance Officer and Investment Operations Manager
• Ability to handle sensitive and confidential material in a responsible manner
• Bookkeeping for Wealth Management division
• Minimum of 5 years of experience in the financial/insurance industry or professional sales support
• Proven ability to multitask and ability to prioritize
• Above average proficiency in Microsoft Office Products
• High attention to detail and accuracy while meeting deadlines
• CRM software, cloud based storage
• Bachelors or Associates degree in a related field
• QuickBooks / Accounting software
• 40% Business Management
• Order supplies and other office related items
• Manage equipment and facilities including equipment maintenance and cleaning service contracts
• Provide direction to part-time staff
• Review work methods and procedures for possible quality improvements and efficiencies; implement them when appropriate
• 60% Client Care
• Review and respond to emails as necessary
• Working across the organization to document, monitor, measure and improve the services contracted to clients
• Completion of scheduled service review meetings, providing warranty reports on end to end service provided to Client
• Responsible for the creation and delivery of bespoke Client service reports
• Providing business SME input
• Supporting the Account Director, Business Development Executive team and sales efforts
• On call support for Client during service incidents
• Optimize the client experience at Fidelity and develop long term relationships and partnerships with clients
• Respond directly to all client inquiries: telephone, fax, email and written correspondence
• Drive high satisfaction, quality and efficiency for both the client and Fidelity
• Proactive client contact with senior management
• Help drive change based on data analysis
• Involved in advanced Service/Operations challenges
• Mentor associates
• Work with clients to improve inefficient, ineffective or risky workflows
• Work with Risk, Operations, Service and Business Partners on multi-client or multi-end client impact
• Influence service model improvements
• Advocate for change, including Policy & Procedures and Service Level Agreements
• Perform regular on-site visits
• Proactively manage client issues and resolve problems in a timely and accurate manner. Ability to influence those outside of FFOS
• Train/educate clients in the areas of process, policy and procedures (including Fidelity and Industry rules and regulations)
• Make sound, definitive business decisions which meet our clients needs within the confines of our policies and procedures - work with management and various other Fidelity departments to address as necessary
• Actively participate in client meetings and formal client reviews
• 7-10 years Operations and Service experience in the financial services industry, with a sound understanding of the Broker/Dealer and RIA/Family Office marketplace
• Series 7 required
• Series 63 preferred, required to obtain within 60 days
• Strong overall MS Office skills
• Ability to work in a fast paced, deadline oriented environment under limited direction
• Entrepreneurial spirit and the ability to work collaboratively across an organization to achieve results
• Excellent team membership and leadership skills (recognized in current role)
• Project management experience preferred. Business analysis, process improvement and consulting experience a plus
• Brokerage, Family Office and RIA industry knowledge preferred
• Build, train, manage, and lead a highly effective Client Service Team to ensure an exceptional client experience is consistently delivered to both internal and external clients (hiring, terminations, performance management, development, mid/year-end reviews, etc.)
• Daily supervision of branch administrative and regulatory oversight workflows (timecard approval, incoming/outgoing correspondence review, account approval, KYC quality control, etc.)
• Meet with Portfolio Managers on a regular basis to understand their business and pipeline to help ensure we maintain a cutting edge support model
• Partner with the Regional Client Service Manager to help evolve the Client Service Model to support the growth and evolution of the business
• Participate in the development and drive implementation of career development opportunities and plans for Client Service to improve employee staisfaction and quality of work
• Identify, escalate and provide solutions to mitigate and manage enterprise risk, improve operating efficiencies, and harmonize workflows and expectations across the firm
• Participate in the development and drive implementation of department policies and/or procedures to help improve service and overall efficiency
• Assist with the onboarding of new Advisor Teams
• Collaborate and liaise with various teams and bank departments to maximize synergies to allow for a consistent and positive client experience
• Handle day-to-day questions, and manage the escalation of “sensitive and timely” issues (client complaints, fraud, KYC red flags, )
• Track various workflows to ensure the firm is in compliance with internal and regulatory policy ( Investment Policy Statements, KYC, AML/BSA, etc.)
• Perform duties and responsibilities as required or assigned by the Regional Client Service Manager
• At least 3 years of related experience; BS/BA degree or equivalent experience preferred
• Exceptional interpersonal skills to interface with clients, prospects, custodians and colleagues
• Use of considerable tact and discretion when dealing with client or sensitive data
• Ability to work independently under minimal supervision
• Excellent organizational, communication (both verbal and written), and client relationship management skills (whether interaction is in person, over the telephone or via email)
• Exceptional problem solving proficiency
• Ability and desire to work in a fast paced sales oriented environment (maybe demanding or unstructured work environment)
• Proven ability to handle pressure, multi-task and prioritize work at all times
• Outstanding skills using personal computers in a Windows-based environment (including Microsoft Office Suite)
• Excellent attention to detail and high degree of accuracy and consistency
• Series 7 and 63 licenses preferred, Series 65 or 66 licenses may be required
• Working knowledge of securities industry, broad understanding of capital markets, their practices on how products trade, settled and are invested
• Knowledge of Bloomberg, APX or custody system a plus
• Understand the Bank’s structure and identify opportunities to utilize Bank resources to meet client’s needs
• Day to day oversight for a group of RPS assigned clients
• Specifically manage/direct all non-qualified benefits per Retirement Plan Services contractual commitments and operational service level agreements are met and that work is performed on time with high quality
• Tasks performed, but not limited to: installment calculations, distribution management, enrollment coordination, feedback validation and issue resolution. Assist relationship Client Service Manager with non-qualified related issues. These responsibilities include client event preparation and initial escalation for risks/issues. Develops and facilitates execution of the action plan necessary to ensure their clients are being served in an optimum operating environment
• Research and resolve participant issues related to Non-Qualified plans assigned
• This includes initiating client contact and corresponding with Plan Sponsors to obtain information needed to complete work
• Prepare routine and ad hoc reports for clients in accordance with procedures and/or directives provided by the Client Service Manager. This requires the extraction of data from domain specific recordkeeping systems and subsequent incorporation of it into various Microsoft Office templates and/or posting to the Plan Sponsor Portal. It may also include submitting a request for data extraction to IT
• Develop relationships with assigned clients and routinely follow up with them to ensure Retirement Plan Services is achieving high client satisfaction. Other duties may be assigned
• Bachelor's degree in a related field or an equivalent combination of education and work experience required
• 1+ years 409A plan administration experience required
• 3+ years in the financial services industry with experience administering non-qualified plans in either a client service, relationship management and/or operations role preferred
• 3+ years experience with client management / client facing responsibilities preferred
• Familiarity with employee benefit recordkeeping systems; OMNI and/or EXP/AG required
• Familiarity with common project management and testing methodologies preferred
• Ability to multi-task in a fast paced environment required
• Strong written and communication skills required
• Strong resilience when working in a deadline oriented environment required
• Ability to plan and prioritize required
• Must be able to work flexible hours as needed
• Adept at Microsoft Office software programs
• Have accountability for the resolution of operational enquiries received from our clients
• Ensure that the client business is kept aware of any relevant interaction that CSM have with their clients
• Facilitate the handling of client requests for bespoke services and ensure that any solutions effectively balance the needs of the client with those of the firm
• Proven experience in the asset management industry with exposure to a variety of operational and client service functions, including examples of providing leadership within one or more functions
• In-depth technical understanding across service functions together with a strong understanding of the end-to-end client and trade life-cycles
• Strong presentation skills and ability to adapt to audience at all corporate levels
• Serve as a trusted partner and advisor to the business, working collaboratively with the Relationship Managers to ensure a positive client experience
• Coordinate internal discussions and negotiations regarding client service requirements, including operational and reporting items, prior to acceptance and documentation with each client/prospect
• Lead the client onboarding process in collaboration with the transition team, including coordination of the IMA review, guidelines, fee set up, and other legal documentation
• Partner with Client Reporting Services to establish reporting and servicing standards with the client in terms of required data, delivery and schedule. Pro-actively manage and monitor service delivery. Lead client meetings to discuss client service related topics and develop solutions to solve them
• Contribute to the management of the business from a servicing point of view, by participating in projects, committees, and informal groups, and initiating consideration of issues. This helps to evolve our client service infrastructure to minimize risk and enhance service delivery
• Evaluate the firm’s client service capabilities/gaps and related risks driven by client requirements
• Mentor and work closely with Client Analysts (CAs) and other analysts, providing direction on client-related requirements and workflows
• Strong skills in relationship building, collaboration, influencing and consensus building
• Depth of expertise with complex investment related issues, capital markets, and the curiosity to continue to learn
• Sound business judgement and the ability to synthesize complex issues while effectively balancing competing objectives and risks
• Ability to think creatively and solve the clients’ business problems
• Exceptional project management/organizational skills, including the ability to follow through, multi-task, be consistently responsive, and manage changing priorities while meeting often strict deadlines
• Flexibility, including the ability and willingness to function as a player and a coach
• Strong interpersonal and verbal/written communication skills, and the ability to push back with grace when needed
• Fluency in spoken and written Mandarin and Cantonese language is required
• A college degree is required and a CFA/MBA is preferred
• 3+ years of experience in a Customer-facing environment, such as Service Desk, account management or similar
• Excellent problem solver; ability to troubleshoot in a geographically distributed organization
• Experience in a KPI orientated role
• Understanding of internet and internet related technologies
• Serving as the primary Optum Rx contact for tactical, day to day management of assigned accounts
• Planning and managing assigned accounts according to an agreed upon strategy with the goal of retaining >90% of client lives
• Maintaining documentation of most current benefit designs, including exclusions, inclusions and co-pay structures and ensures that information is accessible to Customer Service Pharmacy Technicians. Documenting plan change requests from clients and obtain appropriate approval, updates the Benefit Design Summary on the web, and confirming the plan change is completed and accurate. Reviewing Benefit Design Summary documents at least annually with clients and receives appropriate client signatures of approval
• Maintaining consistent and regular client communication. Conducting regular on-site or telephonic client meetings to proactively review client benefits, projects and issue management, and tracking
• Establishing multiple corporate relationships, both within OptumRx and at client. Work with Strategic Account Executive, and other team members on client renewals and renegotiating contracts with clients to obtain extended agreements while losing as little profitability as possible
• Understanding and executing the client contract according to the terms and conditions, including but not limited to the monitoring and reporting of performance guarantees
• Staying abreast of industry trends and developments and demonstrates strong communication skills in presenting these to clients
• Following all policies and procedures related to job responsibilities and participating in the development and maintenance of departmental policies and procedures, documentation, and tools for Account Management, as appropriate
• Researching claims and member inquiries, and identifying trends
• Assisting in the development of client specific implementation plans and managing overall client implementations, including but not limited to written signature of approval by the client of the Benefit Design Summary within 30 days of the client’s effective date with Optum Rx
• Ensure open client requests and requirements are routed and being worked on by appropriate business area
• Track and report on open client requests
• Providing regular feedback to management team regarding client requirement status and business development opportunities
• Assisting in client training and set up for remote system access and reporting
• Follows-up with client within 24 hours after issue resolution (or as defined by client contract)
• Escalate client concerns where appropriate in a clear and effective manner
• Intermediate understanding of Medicare Part D and other regulatory guidelines
• Complete service requests to translate customer needs and requirements for OptumRx's product support and development teams
• Travel up-to 10%
• Associate's Degree or technical degree from a pharmacy or business healthcare related field
• 2+ years of Healthcare, Managed Care, Clinical Customer Service, Retail Pharmacy, or Pharmaceutical Industry experience
• Work experience with Medicare Part D, Medicaid, Health Exchanges and/or Commercial
• PBM or Health plan experience
• Certified Pharmacy Technician
• Manage client contracts and budgets
• Bachelor’s degree or higher in relevant field
• 2+ years’ experience in managing client relationships or project management
• Strong background in contract negotiations, budget management and customer service
• Excellent group facilitation, teamwork and organizational skills
• Excellent computer skills: Outlook, Microsoft Word, Excel and PowerPoint
• Monitoring daily performance metrics to ensure departmental goals are met
• Provide a positive work environment that promotes open communication and empowerment
• Partnering with staff members to create development plans to improve upon existing skills and develop new skills
• Fostering partnerships with other Client Service teams, Sales and Service, and Product Management
• Perform regular reviews of departmental processes and procedures to identify gaps, risks and ineffective controls, unnecessary tasks, and where improvements may be needed
• Escalate and raise awareness of issues with actual or potential client impact
• Manage escalated issues that arise both during standard working hours and off hours as needed. Engaging the necessary resources in Service, Technology, and Ops to address the problem
• 5+ years of Customer Service and Technical Support Experience
• 3+ years of staff management experience
• Working knowledge of Cash Management and Treasury Services products
• Proven ability to guide development of team members and drive performance
• Strong oral and written communication skills, able to communicate at all levels within the organization
• Able to multitask effectively, good time management and organizational skills
• Able to effectively and quickly prioritize tasks, delegates effectively
• Analytical with high attention to detail
• Proficient with MS Office applications, including Excel and PowerPoint
• Able to work extended hours as needed to support escalations, system incidents, or departmental projects/initiatives
• Shift: 12pm to 9pm ET
• Proficient level of knowledge of communications technology and protocols such as HTTPS, SFTP, FTPS, and AS2
• Proficient level of knowledge of security technologies such as PGP, SSL, and SSH for both transport and payload security
• Working experience with Automated Clearing House (ACH), Disbursements, Receivables, and/or wire (international/domestic)
• Working experience with machine readable file types such as, ANSI X12, SAP IDOC, ISO XML, NACHA, BAI2, and/or SWIFT
• Implementation, communication, and maintaining a strong client relationship with assigned mid-level clients ensuring internal resources are available to accommodate client installations, changes, and reporting requests
• Serve as the primary contact and liaison for the sales team and assigned mid-level clients to ensure smooth processing of client data uploads and installation into the core operations system
• Provide support to assigned mid-level accounts by responding to inquiries or resolving issues of concern, tracking resolutions of issues, and following up with other internal departments as necessary in a timely manner
• Identify and execute opportunities for up-sales with clients as applicable
• Attend client events as necessary to ensure personalized touch point opportunities
• Minimum of 5 year's customer facing, client service, sales, operations, benefit administration, project management, or account management experience required, preferably in a healthcare or call center based environment
• Minimum 1 year experience with database system and file transfers preferred
• To manage key client relationships through E2E client management
• Complete Account Management Plan for clients within individual portfolio to provide a structure for all activities
• Gain in-depth knowledge about clients in the following areas: business strategy, goals, priorities, and issues; needs and expectations; industry, market, operations and competition in all regions; business cycle; organisational life cycle
• Conduct regular business reviews and leverage the Client Review as a consultative tool. Manage follow up with an action plan that is clear and succinct and maintain frequent contact with client along with frequent client visits
• Assess and mitigate at risk accounts and create strategies to align with the GBT business
• Implement GBT measurement tools and agree key metrics across all service delivery platforms
• Ensure all SLA requirements are met and remedial action taken if required and establish a framework to manage client expectations
• Meet compliance requirements by maintaining current signed contracts that includes SLA, pricing and product commitments
• Manage program pre-planning with Business Development and client to define program scope assumptions to ensure optimum program implementation
• Responsible for day-to-day client servicing providing on-going program updates as required, ensuring all client requirements and deliverables are met on time and within budget
• Must respond to client concerns swiftly and accurately, anticipating any potential client and/or project issues and offer quick resolution
• Works with the outside fulfillment center and internal logistics team to ensure all projects stay within budget and timeline
• Work with internal graphic design department for all POS creation and outside vendor for printing
• Oversee program data quality checking, summarize results and insights, and present findings to client
• Must be equipped with a solid understanding of the data and program details to include best practice recommendations for future engagements
• Think critically and strategically about all program aspects from creating and proofing program paperwork, trouble shooting issues, analyzing program data, etc.; ensure follow up with internal teams and clients on opportunities for improvements
• Be an active and engaged partner on the Client Service team and serve as a role model for junior staff, driving our vision and values
• Contributes to team environment that facilitates mutual respect and partnership across functions
• Oversee special tasks or committees and ensure follow through of action items
• Other duties as assigned that support the overall company, department and program goals
• Bachelor’s degree minimum preferred
• 3+ years minimum project management and/or customer service experience required
• Strong analytical skills in the ability to obtain, manipulate, and interpret various reports and data to produce meaningful project results on a per project basis
• Bachelor’s degree in advertising, marketing, business, or related field is preferred
• To achieve service standards as set out for PB staff to develop and improve customer satisfaction and retention
• To develop and maintain standard operating procedures for adherence by PB staff
• Review client complaints and remediation action plans, management of customer feedback as well as proactively providing feedback to PB Team Leads / RMs to maintain a high standard of customer service and adhering to committed turnaround times
• Improving Service Standards in the areas of the PB Customer Experience & Journey
• Service Improvement Programme and Teamwork
• Periodic review of PB Standard Operating Procedures and Service Level Agreements with Working Partners or 3rd parties
• Work closely with PB BMS team and WMO to ensure customer’s request is being processed efficiently and effectively
• Oversee, implement and maintain intra-departmental operational processes to improve service turnaround and ensure timely processing
• Make recommendations for Service & Process Improvements and to carry out initiatives and team-related activities whilst ensuring minimal operational lapses and consistent adherence to operational guidelines
• Assist offshore marketing teams with their clients’ accounts booked in Singapore
• Ensure ARMs are aware of all requirements and equipped with knowledge to meet customer satisfaction and audit
• Participate or to be involved in any adhoc projects (in country or regional) as assigned by Supervisor
• Conduct monthly ARM and SARM meetings to share and review all service related issues
• Responsible for regular coaching and training of PB ARMs in terms of achieving service standards and adherence to regulatory, compliance and internal security audit requirements as well as PB Standard Operating Procedures
• To provide supervision over the ARM team and ensure :-
• Staff are performing at optimum productivity and efficiency levels
• Customer requests are dealt with in a timely and consistent manner in accordance to regulatory, compliance and internal security audit requirements
• Builds and manage long term partnering relationships with customers, acting as the focal point of contact for customers’ facility manager and end-users. Determine and address customer expectations, needs and problems
• Ensure to achieve gross margin and productivity levels on existing contracts with dedicated customer portfolio
• Monitor customer satisfaction, take the lead in solving complex operational or execution issues, be involved in contract negotiations, and provide any other required support
• Ensure all sales opportunities are supported by the appropriate installation and/or operation teams
• Provide management and customers with regular status updates and summary reviews
• Accountable for capacity planning, effective utilization of labour and overall resources
• Assisting in preparation and execution of monthly forecasting and financial planning
• Work through team leaders to ensure the delivery of quality service and pull through as well as flawless execution of all contractual obligations with P&L responsibilities
• Prepares and delivers clear performance expectations, performance reviews and development plans for team leaders
• Ensures a consistent level of coaching, which includes monthly 'one-on-one(s)', operational and financial reviews
• Relevant Trade associated qualifications, City & Guilds Level 3 or NVQ or BTEC in Refrigeration or Qualified through experience
• Demonstrable experience leading, coaching & developing a field based team of engineers
• A proven track record of managing capacity planning & utilization of labour
• Experienced measuring operational performance
• A proficient knowledge base of operational focused KPI’s i.e. gross margin
• Able to manage & influence internal & external stakeholders across a number of different levels
• Demonstrable experience working within multi industrial environments, ideally Industrial Refrigeration, BMS controls, H.V.A.C, Fire & Security
• Experience of selling in a technical environment, with an understanding and ability to deal with a long sales cycle - 6-12 months
• Strong account management skills
• Tireless and results driven mentality, able to continually critique and optimise performance
• Exemplary verbal and written communication skills, with the ability to communicate technical information to a non-technical audience
• Review the monthly CSM revenue and ensure that all contracted SM related services are correctly billed (recurring and ad-hoc services) and support the resolution of other billing / contract -related issues between SITA and the customer
• Contribute to the growth of both the SM revenue and OOB revenue of additional services
• Support SGS territory management about SM revenue management
• Develop a close working relationship with SITA's account director(s)/manager(s) and actively contribute with Sales in identifying and winning new customer business opportunities or contract renewals
• To contribute for profitably managing organic revenue growth of the contracted services with our customers.- To provide support to line management and bid teams in developing customer proposals by identifying any local factors that may impact the operational model and/or associated internal and external costs.- To evaluate solutions, resources and costs of dedicated or bundled service management proposals
• 5 years or more experience in a related role, delivering IT services to internal or external customers
• 3 years or more experience in Airline / Air Transport industry
• Experience in a complex, multi-cultural, matrix management organization
• Product knowledge of SITA Products (scope depending on services to be supported by customer contract assignments)
• Service management process knowledge (ITIL Service Support & Service Delivery)
• Knowledge and understanding of IT, network and communication protocols
• Ability to analyze, draw conclusions, and create recommendations to solve customers' moderately complex problems
• Brokerage knowledge
• Primary platform baseline knowledge
• Strong organizational navigational skills
• Strong customer interaction skills
• Process improvement skills. MS Office skills

Transaction Banking Client Service Manager Resume Examples & Samples

• Manage the Treasury Management Services (TMS) Client Delivery Team (TMS Implementations, TMS Technical Support, TMS Customer Service)
• Based upon trends and/or new opportunities identified, devise new procedures to mitigate errors/reduce call rates
• Focus on cross-training key staff members across both teams to ensure that a core set of individuals is trained in both MUFG Innovation and Check Manager for the purposes of customer side training
• Produce periodic reports for the Department Manager to review related to the team’s performance
• Work with Product Management to include statistical data in the TMS Monthly Report
• Ensure that customer side issues are identified and resolved quickly and that TMS maintains strong perceptions with our clients
• Ensure that TMS billing is completed in a timely accurate manner
• Work to streamline the process or identify new tools that may be used to better serve the TMS community
• Ensure compliance with all MUFG policies and procedures including all US banking regulations
• Ensure that all staff members are trained as appropriate, including written and verbal communication skills training
• Ensure client services personnel are offering solid advice in a positive manner
• Ensure that the unit stays within the approved budget and further identifies and cost reduction opportunities
• Ensure that all customer side setups are performed in a timely and accurate manner
• Typically requires a college degree or equivalent work experience
• 15 years in cash management experience including in-depth knowledge of ACH, Wires transfer, Lockbox, Check Processing, and Balance Reporting. - Strong knowledge of industry wide data formats ( BAI, EDI, SWIFT, NACHA, XML)
• Strong understanding of telecommunications protocols including LU6.2, TCP/IP, bi-sync, sync, etc
• Experience in direct customer support and sales
• Experience in managing large scale development and implementation projects
• Knowledge in Microsoft Project and other PM tools required
• Mange the AMT project plan – tracking and managing to close: prospects, issues, requests for information, and conference needs
• Provide direction and follow-up to ensure we are meeting the agreed upon timelines
• Support the set-up and preparation for internal and client facing meetings
• Serve as the primary day to day service contact for our customers. Must understand and manage customer expectations and service needs by building and maintaining positive relationships (both internal and external) and by delivering quality service; thereby enhancing UnitedHealthcare’s reputation in the industry
• Build a strong working partnership with the Strategic Account Executive (SAE) to ensure customer satisfaction and retention
• Provide consultative services to clients to address service delivery needs
• Manage all service related issues on assigned book of business. Investigate, research, and resolve concerns presented by the customer and Account Management Team (AMT) members
• Identify trends and develop customer specific solutions in collaboration with cross-functional team’s expertise
• Ensure seamless, complete and accurate Health Fair and Open Enrollment activity for customers by coordinating enrollment meetings and the ordering of enrollment materials. Create customer specific presentations and train vendors for OE meetings
• Attend and participate in customer meetings and open enrollment events
• Bachelor’s Degree or a High School Diploma/GED with 3+ years of account management experience
• Project Management-oriented organizational skills
• Hold an active Health Insurance License or commitment to earning one within 30 days of hire
• Willingness and ability to travel
• Acts as a team player and foster a positive work environment
• Public Sector and/or Labor Experience
• Intermediate level of proficiency with Visio and SharePoint
• Technical knowledge (claims, eligibility and contracts)
• Knowledge of health insurance industry, products and services and the managed care environment. (Knowledge of Medicare a plus.)

Operations Client Service Manager Resume Examples & Samples

• 5-7 years experience in a related field
• Industry experience a plus (Technology)

Client Service Manager Asset Services Resume Examples & Samples

• Attending the daily escalation forum, reviewing all risk factors surrounding in-flight events
• Attending weekly meetings with the client representative’s & the business, to understand their needs and provide status updates
• Investigating the root cause of queries, and working with the Event Management team to deliver training via presentations and classroom training with the objective of reducing the number of future queries
• Identifying process improvements, analysing the impact that changes bring, and working with the Event Management team to provide training to the process line, via various media types
• Monitoring the performance of the line against the pre-agreed service level documents, that exist between each processing function
• Adhering to Service Level Agreements (SLA’s) to provide responses to the clients
• Providing an escalation point for any risks, in accordance with the service level document (Within 24 hours)
• Acting as first point of contact for any client issues, ensuring that the management team are supplied all the relevant concise details, ensuring all corrective measures fully mitigate any future risk, that they are delivered on a timely basis and communicated back to the client
• Taking Ownership of queries
• Ensuring hot stocks are reviewed on a weekly basis & sent to the business line
• Validating booking mismatches between the middle office and the bookings team
• Escalating booking reconciliation tool issues to the business & resolving them
• Acting as a central point of contact for the corporate action areas, for chasing desks for any booking issues
• Controlling and Assisting with process and agent migrations
• Relevant processing experience with asset services within investment banking operations
• Experience working within client services, either of direct client interaction or similar
• A strong understanding of the securities markets
• A good understanding of taxable events
• The ability to form and maintain relationships
• The ability to understand and assess risk
• The ability to identify process improvements
• Excellent reconciliation skills
• Cross product knowledge, equities and convertible bonds
• A good understanding of the compensation process
• The ability to work independently, as well as in a team environment, prioritise multiple tasks in accordance with associated risk or client impact and meet strict deadlines
• Be highly motivated, highly efficient and have the ability to constantly deliver on time

Client Service Manager, Center of Excellence Resume Examples & Samples

• Must have a Bachelor’s degree with 5-10 years of support center management experience
• An entrepreneur; you act like an owner and make decisions as such
• Strong communication, reading comprehension, and writing skills
• Exceptional verbal/written communication skills
• MBA or graduate degree preferred

Client Service Manager, Fund Accounting Resume Examples & Samples

• Be a primary point of contact for a single or multiple NT client/s within the segment
• Building a stable relationship with the clients to support key interactions and seamless escalation
• Represent NT across all service and change discussions for Fund accounting, Fin Reporting, and Taxation
• Where required, manage directly a team of professionals that work within cross products area
• Be integral to the build out and continuous development of the operating model within Fund Services in EMEA
• Ensure that the service quality that is delivered to clients is of an excellent standard
• Support Senior Management with appropriate escalation of all issues, service updates, and progress updates for the client
• Maintains governance and responsibility for operational process
• Pre-empt (where possible) and manage/resolve service issues and ensure timely communication to the client (and to RM where relationship impacting matter)
• Ensure regulatory requirements requiring changes to operational process are met
• Maintain service plan and issue log
• Participate in operations fast board meetings
• Being an active participant on key initiatives driven by the Management Team
• Being an active participant in key client project(s) from an end-to-end perspective (Analytical review, Follow-up, testing & live implementation phases)
• Ability to work across products (FA, FR, TA, Tax, IO, Perf). Key attribute will be ability to be informed of detail across the product set
• Multi-tasker who can manage multiple streams of work concurrently
• Change Agenda: Ability to manage change agenda with conflicting priorities
• Keen understanding of the control infrastructure within Fund Accounting
• Manage the administration team tasked with supporting a leading global private equity client
• Promote effective communication via 121’s, team and town hall meetings
• Leading by example, foster an environment which encourages employee participation, teamwork and communication
• Enable the development of partners to increase relevant knowledge and skills through effective use of the appraisal process, interim reviews, coaching and evaluation of the results
• Provide and enable on the job training to the team as required
• Ensure that the team are equipped with the necessary skills to allow them to fully carry out their functions
• Drive the strategic development of the team and in doing so become integral to the private equity offering across the organisation
• Ensure that operational arrangements are clearly documented and established at inception of a fund, are regularly reviewed / updated and team are trained in their execution
• Conduct a regular, considered dialogue with the client ensuring that client satisfaction is at the core of the service offering
• Oversee daily operations of client servicing and act as the technical expert sharing knowledge, expertise and guidance with both the team and the client
• Establish performance standards by ensuring deliverables are met on a timely basis and by excelling against pre-determined key performance indicators
• Support the clients Corporate Governance requirements ensuring a best in class service is delivered to the Client Boards
• Identify and address service issues as and when they arise, including complex issue resolution
• Monitor performance against Service Level Agreements (SLAs)
• Owner of the Client Service Reviews
• Set the agenda, organise participants and agree the dates with the client
• Document the meeting and follow up on the actions
• Follow Société Générale Securities Services best practice for documentation and follow up of the service review
• Own the overall operational client service experience in partnership with the Client Business throughout the client lifecycle to achieve the right balance between satisfying client demands and running an effective and scalable service model
• Work closely with the global Business Operations team to implement a consistent, scalable and controllable service model which meets our clients’ key needs
• Ensure Business Operations teams have a sufficient and relevant understanding of client segments, products and distribution strategies
• Own and evolve the core operational service offering in partnership with operational and technology groups across the firm and our key third party providers
• Provide and/or co-ordinate appropriate representation for Business Operations at Client meetings and due diligence visits etc, with ownership of due diligence meetings that are purely operational in nature
• Champion engagement with, and awareness and knowledge sharing of, business operations service and functions
• Co-ordinate Senior Service Reviews between Business Operations and the Client Businesses and ensure key issues are properly addressed
• Review key client SLAs and drive appropriate action to redress any key issues, for instance by changing SLAs, implementing appropriate monitoring programs and/or amending service provision
• To Manage delivery of all contractual commitments to strategic partners and their end customer(s) for complex worldwide projects/programs
• Executive level relationship management with the strategic partner(s) and/or end user customer(s)
• Will be responsible to work with customers as the primary point of contact and communication, both internally and with the client for all post sale implementation activities and client readiness to ensure successful implementation of solutions
• The successful candidate will manage ongoing relationship with the client at a “trusted advisor” level, as well as, manage multiple projects and provide staffing and resource coordination
• The ability to rapidly establish command of the customer’s technical environment and identify key decisions required for project success
• To interface with Polycom and customer's management, sales, operations and customer service organizations to successfully deliver on project scope
• Responsible for financial details impacting engagement including but not limited to details of deliverables and timetables on SOWs, Ship dates, delivery of parts, SLA on service commitments
• Responsible for maintaining an engagement level program plan that includes key progress reports, risks, client relationship summary, snapshot on a weekly/monthly/as needed basis to senior leadership
• Responsible to identify gaps in product deliverables, staffing for engagement, expectations at the account level and bring these to resolution working with department manager
• Responsible for reviewing and keeping track of business process around contracts, product solution communication, delivery and support and vendor and contract management
• To engage throughout the relationship lifecycle with the customer - Presales through deployment and ongoing operations
• To engage with assigned customers/partners with escalated issues and bring to resolution
• Fluency in Japanese & English (both spoken and written)

Client Service Manager, Derivatives Resume Examples & Samples

• Act as a liaison between clients, investment managers, internal partners and derivatives operations teams; provide support for escalation of derivatives-related issues including trade capture, settlements, valuations, client reporting, etc
• Research and analyze complex client inquiries; handle difficult client situations professionally offering adequate support and providing resolutions as needed
• Develop and evaluate solutions to client issues and/or requests while planning and prioritizing client activities to manage relationships effectively
• Develop and maintain strong working relationships with derivatives operations groups and internal support and relationship management teams in order to effectively service clients
• Participate in industry events and have strong linkages within the derivatives industry to monitor and assess growing trends to understand competitive environment and recommend changes to existing processes or additions to current service offerings
• In-depth knowledge of the derivatives operations environment (from either back or middle office), derivatives trade support and end-to-end operational processes
• Ability to confidently discuss and articulate the different derivatives functions and operational processes with derivatives operations management, internal partners, clients, investment managers and 3rd parties
• Ability to partner with others to help deliver solutions to clients
• Ability to effectively manage client and business partner expectations
• College degree in Finance, Accounting, Economics or applied sciences Preferred
• Educated to degree level or equivalent experience
• PC literate, good level of knowledge and understanding in the use of MS Office
• Demonstrable knowledge of or ability to learn rapidly about the features, benefits and details of the company’s products and solutions
• Time management; planning and control of tasks associated with the role
• Structured and professional approach to preparing and presenting service reviews
• Review the service operation against agreed criteria through regular client engagement
• Prepare and run service review meetings
• Provide a point of escalation within The Logic Group for our Managed Service clients
• Build strong working relationships with internal technical, operational and sales personnel, as well as 3rd parties
• Experience in B2B service management at all levels in tier 1 and tier 2 organisations
• Delivering service management in complex technical client environments
• Responsibilities for delivering business critical services
• Creation and execution of Service Improvement Plans
• Payment market experience
• Excellent communicator with strong client satisfaction focus
• Experience of working in the card payment industry
• Awareness of PCI DSS and/or IT security principles
• Basic understanding of key management solutions
• Business intelligence solutions
• Use of CRM system
• ITIL qualified (preferred)
• Prepare and deliver professional client facing material, including management of and presentation at service review meetings
• Planning and organising, ability to hit deadlines
• Conflict Management, teamwork and cooperation
• Client and partner service oriented
• Excellent communication skills (verbal, listening and written)
• Results and achievement oriented
• Attention to detail and pride in work standards
• Motivated, committed and enthusiastic
• Takes ownership and is accountable
• A thirst for information and the ability to learn quickly
• Arrange/host service reviews in partnership with the Client Executive and ensure resultant action points are tracked to completion
• Maintain client issue tracking, ensuring the correct level of focus is given and escalated when required for service issues
• Support Service Review and due diligence requirements as necessary
• Builds relationships with clients and serves as the primary point of contact for overall and day to day service delivery
• Represents client internally and coordinates with other functions to implement client systems, complete projects, and address ongoing service needs. Also will work with internal partners to develop and build strategies that ensure compliance with service expectations and requirements
• This function includes the implementation of new business, account rounding and management of changes to the most complex, strategic and profitable accounts
• Contribute to growth and profitability by providing administrative expertise to existing and potential customers
• Has responsibility for and ownership of all results
• Leader of the account services across UHC with responsibility for and ownership of all customer service results
• Provide superior customer service to internal and external customers
• Effectively manage the most complex customer accounts
• Investigate, analyze and develop creative solutions to client specific problems related to systems, claims, networks, providers, eligibility, ID cards, billing, banking, etc. through active cross - functional team participation
• Coordinate the Account Management Team to implement the most efficient processes possible
• In conjunction with the Strategic Services Account Executive and the Underwriter, provide effective benefit consultation for plan revisions, managed care strategies, product development, policy and procedure changes, legislative changes and claim cost control
• Orchestrate all activity required to properly install business onto all United HealthCare systems
• Validate and maintain the integrity of benefit plan systems (MetFACS, EBDS) and constantly provide feedback to the responsible functional areas in this regard
• Clearly and consistently track metrics and goals of Strategic Services and Client Administration continuously influence improvement to these results
• Ensure timely delivery of customer communication (i.e., correspondence, and fulfillment materials), ID cards, provider directories, enrollment kits, customer communication materials, contracts and certificates
• Serve as resource / role model to other Client Administrators and AMT members, fill in the Strategic Services Exec
• Respond to external and internal requests for management information
• Coordinate responses to Insurance Department / Presidential complaints
• Lead effective business meetings with the customer and with internal United HealthCare associates
• Travel to meet clients to present new products and services
• Seek leadership roles and orchestrate the completion of special projects
• 5+ years in client facing role within the healthcare insurance industry
• Must have excellent communication skills - both oral and written
• Must have strong project management skills
• Bachelor's degree, professional benefits designation or an equivalent amount of experience obtained through work assignments and life experiences is required
• Knowledge of the health insurance industry, products and services and the managed care environment in required
• Strong personal computer skills including word processing, database management and spreadsheet applications
• Leadership skills
• Knowledge of internal processes and resources (claims, eligibility, accounting, contract, underwriting)
• Account management experience

Technology Client Service Manager Resume Examples & Samples

• Perform regular capability assessment on behalf of each client, manage any identified gaps / issues through to resolution
• Accountable for the successful delivery of the CCSo technology platform and its services to clients
• Partner with Enterprise Relationship Management (ERM) on issue tracking and resolution to ensure transparency with CCSo business owners
• Develop a solid understanding of the clients needs, organization structure & contact / escalation points within the business / technology organization
• Provide input to changes / implementations from a client perspective
• Provide input to enhancement plans from a client perspective
• Communicate product, feature and technology roadmap information to the client
• Manage service issues / concerns – act as an escalation point for the client
• Identify internal (and client) service improvement opportunities; manage these as part of a service improvement plan (SIP)
• Engage with the JPMC technology teams, Production Assurance Center (PAC), etc during incidents impacting the client and ensure the communication issues is effectively and transparently communicating to the client & their needs
• Ensure Root Cause Analysis (RCA) information is provided to the client in a timely and transparent fashion
• Work with the client to define / agree formal SLAs and ensure these are clearly communicated within CCSo
• Conduct regular (monthly) Service Reviews with the client, providing KPIs and data to support the discussion / review performance to SLAs
• Perform a regular capability assessment / report of JPMC for / to the client
• Bachelor's Degree required or equivalent work experience and minimum 5+ years of experience in information technology and/or Business Operations
• Experience of managing corporate / large scale client service relationships
• Experience of the payments / credit card industry
• Experience in managing complex projects in a matrixed organization
• Extensive experience establishing and managing to project plans and key milestone dates
• Ability to develop and manage a project budget
• Experience with projects in multiple technologies, functions and industries
• Experience with Agile and waterfall software development methodologies
• Experience managing resources that are geographically distributed and culturally diverse
• Ability to resolve conflict & facilitate decision-making
• Proficient in Microsoft Office Suite and familiarity with Microsoft Project is required
• Develop and maintain standard client portfolio review materials for CIM strategies across equity and fixed income products
• Oversee and produce investment-related content used for client, marketing and sales materials
• Work with portfolio management teams, product management and performance to establish standards for use of portfolio and performance data in client, marketing and sales materials
• Proactively identify product marketing opportunities based on industry trends, current market environment and competitive advantages
• Provide support to portfolio managers, bankers and investment counselors to respond to client-specific requests and address investment-related client servicing needs
• Maintain close contact with clients, bankers and investment counselors to intimately understand and address the intricacies of client needs, marketplace dynamics and the competition
• Proactively communicate information to keep bankers and investment counselors apprised and well-informed of pertinent product features and results
• Excellent interpersonal, written and oral communication skills with ability to communicate and influence at multiple seniority levels
• Proven understanding of investment marketing material development in a wealth management/asset management structure
• High degree of strategic, business and marketing plan experience, with strong analytic acumen and writing skills
• Results driven with ability and strong experience with problem solving
• Support Senior Client Service Manager in development and maintenance of standard client portfolio review materials for CIM strategies across equity and fixed income products
• Assist in production of investment-related content used for client, marketing and sales materials
• Liaise with Legal, Compliance, Marketing and Communications to ensure all investment-related content is compliant and presented such that it meets industry standards and best practices
• Assist with development of new products and business development opportunities
• Promote product visibility by maintaining a compelling investment case for each product focusing on consistency and timeliness of messaging
• 7-10 years of experience in the Financial Services industry in asset management/wealth management, including experience with marketing strategy and collateral material development and execution
• Experience working in a large and complex matrixed organization
• Solid practical knowledge of global equity and fixed income financial products
• Articulate, excellent organizational skills with the ability to prioritize, multi-task and reassess priorities based on changing business needs
• High degree of strategic, business and marketing plan experience, with strong analytic acumen
• Ability to identify and recommend changes to processes in order to improve and streamline those processes

Associate Client Service Manager Resume Examples & Samples

• Focus on renewing all expiring Technical Services contracts to assigned customers within the territory managed, based on End of Support data provided centrally
• Leverage these renewal opportunities to drive conversations with customers around up-sell/cross-sell of both Product & Services
• Manage all aspects of the Renewals business with respect to deal transactions
• Weekly, monthly quarterly forecast of Renewals opportunities within Salesforce.com, being accountable for your territory and pipeline in weekly Forecast calls
• Daily funnel/deal management – ensuring all opportunities are accurately reflected in SFDC, specifically in terms of opportunity size, expected book date, forecast status and all other relevant information
• Management of Services pricing and margins according to agreed targets. Initiation and completion of Non Standard Deal processes where required
• Regular, direct collaboration with both the customers and the relevant Cisco partners to ensure maximum renewal rate
• Develop overall territory knowledge base and impact by
• Building an understanding of customers’ and partners’ procurement processes, creating relevant contacts/relationships accordingly
• Ensuring effective communication with internal Cisco stakeholders so everyone engaged with the customers and partners are in sync on sales activities
• Planning and executing on local and regional \(APJ\) marketing activities to build awareness and campaigns around Service renewals
• 2-4 years prior experience in a direct selling role, having held a legal sales quota
• Experience in selling contract renewals within the IT&T segments
• Ability to manage multiple tasks and relationships at the same time, and demonstrating excellent time management
• Have a strong customer-focus and demonstrate of examples when you have
• Supported customers during the sales process
• Sought and taken appropriate actions on customer requirements while balancing business needs
• Resolved difficult issues in a timely and professional manner
• Taken responsibility for customer satisfaction and loyalty
• Validate program selections and details with client, develop and execute implementation strategy, project plan and timeline
• Facilitate ongoing implementation meetings with external client and internal teams while monitoring and tracking implementation status
• Identify implementation risks, implement a mitigation / action plan and drive improved outcomes; communicate to leadership
• Assess progress and reports status to leadership including progress, timelines and milestones; provides timely written and / or verbal communication regarding implementation status
• Demonstrate understanding applicable systems / procedures in order to provide appropriate information to clients
• Builds relationships with clients and serves as primary point of contact for overall and day-to-day service delivery
• Highly flexible, open to change and new information; manages ambiguity, adapting behavior and work methods to changing organization, adapting best practices in all processes
• Establishes trust and credibility and follows through on commitments
• Effective data analysis and interpretation skills. Ability to focus on key metrics and frame their overall impact on business objectives
• Uses careful listening, tact, and candor in all communication
• Demonstrated problem solving skills; ability to dig into the details
• 5+ years proven track record focused on establishing and maintaining customer relationships in a service delivery organization
• Experience working with national account clients / large complex customers
• A positive attitude and desire to serve the needs of our clients and advisor teams
• Attention to detail; strong organizational skills; ability to complete work in a timely, accurate and thorough manner
• Use of available technology that supports the required business process, helping build practice capacity and enhancing the client experience
• Must be personable and punctual, and a problem solver
• Willing to take on new tasks, do whatever it takes to get the job done, work well in a team environment, and be goal oriented
• Involved in deepening the client and team relationships through one on one interaction to include client phone calls and follow up
• Bachelor’s degree is not required but highly encouraged
• Five (5) years of experience working in a client service role
• Ability to multi-task, able to switch gears easily, and manage priorities while working under strict timelines in a fast paced environment
• Ability to work with multiple locations virtually
• Familiarity with contact management systems, Microsoft Office programs, electronic communication
• Series 7 and 66 a plus!
• As the first point of contact for clients on a project, you are expected to have a good understanding of client business and market, develop new business from existing clients, maintain and nurture client relationships, manage and promote delivery as per clients’ expectations
• Manage the full spectrum of fieldwork / project management. As a Client Service Manager, you will need to suggest process improvements to suppliers and team, clarify / manage roles and budget within project team, manage the creation and review of materials to meet client needs etc
• Generate insights and recommendations that demonstrate knowledge of client’s business
• Clearly and accurately write reports, presentations and proposal documents. Deliver client presentations
• Being accountable for managing projects and team to drive positive growth margins and profit. Able to turn complex research approaches into workable and profitable solutions
• Coaching and developing team members, supporting them in developing account strategy, and supporting team goals and organizational strategy
• Collaborate with Sr. Client Service Manager to coordinate and lead regular team meetings
• Evaluate staff performance and provide feedback via informal and formal discussions
• Manage and/or escalate performance issues and work with Human Resources to properly document issues/warnings
• Manage team portfolio coverage (vacations, out of offices, training)
• Proactively manage teams’ work volumes and action items accurately within established deadlines and in accordance with existing policies and procedures
• Manage client initiatives and remediations
• Portfolio and workload assessment for client assignments with an eye to aligning Top Priority Clients to Top Talent
• Must be very familiar with the market’s business resiliency contingency plans both for intra-day situations (e.g. system malfunctions, power outages etc.), and in case of an emergency (e.g. weather related situations work events, crisis)
• Adhere to all JP Morgan Chase departmental policies and procedures and enforce associates to do the same
• Conduct monthly review of auditable items as provided via the Consolidated Market Reporting
• Evaluate and provide applicable approvals for exception processes
• Actively engage, research, follow-up and resolve escalated client issues and problems through effective interaction with clients, bankers, product partners, branch/operations areas and other staff in a timely and professional manner
• Maintain and reinforce a positive attitude to maintain a high morale within their teams and address detrimental influences quickly
• Actively participate during Banker/Sales and Product Partner meetings
• Influence and drive the execution of the JP Morgan Brand and Culture of Exceptional Quality in Service for a consistent positive Client Experience with every client interaction
• Ability to adhere to rules and regulations as stated and required by Advisor, Ameriprise and FINRA
• Ability to support and provide guidance for compliance within the Advisor’s Practice
• Already have or be able to study for and pass exams for federal and state licenses and registrations for securities, including
• State life, accident and health insurance licenses
• Previous Experience with Ameriprise
• Responsible for the overall service quality delivered to institutional clients including monitoring and managing escalations for systemic issues – client retention
• Responsible for the presentation/action points regarding KPIs and operational logs to clients
• Responsible for ensuring timely payment by clients
• Responsible to understand various items that might lead to a critical relationship threat beyond visible things such as poor service or a formal RFP - escalate these with appropriate background to the Coverage team
• Ensures Optum client satisfaction by resolving and responding to account issues and requests
• Represents Client Services internally and coordinates with other functional areas to complete projects and address ongoing service needs
• Represents and / or facilitates client meetings / presentations; travel to client sites
• Diagnoses root causes of service issues; collaborates with and appropriately directs appropriate functional areas to resolve issues
• Provides end to end review and analysis of client requests to proactively identify downstream gaps or issues
• Maintains up- to-date account information in Optum systems, such as benefit plan updates and client issue tracking
• Builds and maintains key relationships with clients, U-Channel, benefits consultants, internal and matrix partners
• Proactively manages client performance guarantees and works with appropriate internal constituents to establish necessary steps to correct and improve results Possesses experience and skills to work with accounts that have both Care and Behavioral Management products and are strategic, custom or complex in nature
• Solves day-to-day account service issues directly or by leading internal teams to a solution
• Provides consultative and proactive recommendations to the client and internally regarding service issues and growth opportunities in order to maintain and grow the business relationship, and increase Net Promoter Scores
• Manages marketing communications projects for clients, including coordination of direct and / or electronic mailings to members
• Collaborates with Client Executives (CEs) to develop client reports; QA’s reports for client-specific information and coordinates report delivery with CEs
• Investigates discrepancies in Optum systems data, such as eligibility information
• Maintains Client Information via established tools to ensure service delivery, future needs and expectations of the client will be met
• Acts as single point of contact to the account for all service-related issues
• Improves the quality of service delivery for the broader team through sharing knowledge, improving processes, etc
• This position is solely for those located in the Mountain or Pacific Time Zones
• Owns complex client issues, driving quick and lasting resolution
• Proactively meets and exceeds expectations of internal and external clients
• Leads client conversations and presentations, ask probing questions, and recommends solutions
• Collaborates as part of an internal service team encompassing CEs and applicable functional areas to successfully achieve common goals
• Leads multiple individual client-focused projects and motivates cross-functional participants to improve or address systematic problems or providing value to client
• Exemplifies commitment, discipline and a solid work ethic to deal with multiple challenges and client expectations
• Exhibits detail orientation and is adept at organizing multiple tasks, data points, requests, and issues
• Exhibits effective written and verbal communication skills
• Builds and leverages a network of experts and colleagues to supplement one's own expertise
• Actively works on Client Services projects to help guide the team toward strategic goals as well as the mission of Optum
• Drives change and innovation through continually seeking and implementing value added solutions for clients
• Possesses an advanced understanding of the health insurance industry
• Possesses deep understanding of Optum’s Care and Behavioral Management product suites, including knowledge of systems used to identify, address and track client service issues
• Leads and motivates a team of people to project completion, but may not have any direct authority over these individuals
• Bachelor's degree or equivalent experience in related field
• 8+ Years progressive health services, disease management or related experience, with an advanced understanding of the health insurance industry
• Ability to translate analysis of data into a PowerPoint presentation
• Proficient in MS Word, Excel, and PowerPoint
• Professional verbal and communication skills. Effective presentation skills
• High aptitude for grasping new system tools and applying effectively in reporting and analysis
• Excellent project management skills, ability to manage multiple priorities with tight deadlines
• Demonstrated ability to build a collaborative culture and relationships across the organization and with external and internal strategic partners
• Collaborate effectively within a large matrix organization across multiple stakeholders (including clients, sales rep, sales manager, sales support team, etc.)
• Strong relationship and interpersonal skills
• Must reside in the Mountain or Pacific Time Zones
• 8+ Years client services or related experience, experience servicing employer clients

CIB Client Service Manager Analyst Resume Examples & Samples

• Accountability for delivering service related to data analytics; working closely with the client on assigned deliverables. Building relationships with clients to understand client requirements and expectations
• Drive resolution and management of client queries, data & reporting collation, delivery issues and tracking of progress; leveraging internal teams as appropriate
• Regular contact with multiple areas at clients’ office as well as internally in J.P. Morgan in country and region
• Work location: Jeonju
• Minimum 4-8 years of experience in financial services industry (Custody Business and/or portfolio servicing environment would be a plus but not a must)
• Strong focus in client service management, communication and delivery
• Proven experience in building and contributing to high performing teams through the development of self and others, emphasizing continuous learning and growth
• Proactively responds and adapts to change - supports and influences strategies to enable business transformation and enhancement
• Demonstrated technical, professional, and organizational expertise and a desire to continuously grow and maintain this knowledge
• Focuses on accountability, action and outcomes to ensure solutions meet client needs while aligning business deliverables to the firm's mission and goals
• As this role will have regular client facing involvement and engagement with senior staff in all areas of Investor Services, the person in this role must be confident, articulate and able to represent J.P. Morgan in front of clients
• Leadership or people management experience; held responsibilities in staff development and/or acting as senior escalation point within the team
• Must be fluent in Korean and English
• Interface regularly with Client management and staff to ensure on-going client satisfaction
• Engagement Manage Client: Actions and Deliverables, Issues, Meetings, Scope, Contract, Requirements
• Manage the Operations budget for the client, ensuring CGI stays within budget, and raises appropriate contract amendments to fund new/out-of-scope work
• Establish strong working relationships with key client contacts and internal staff
• Engagement Manage Functional Service Teams: accountable for service delivery quality during the life of the client engagement from transition/deployment projects through ongoing operations by providing leadership and priority setting in collaboration with the project managers, operations managers and team leads
• Accountable for quality service delivery, client satisfaction and regular satisfaction meetings and surveys
• Deliver and review with the client, the monthly service and SLA reports
• Escalate to appropriate directors and/or managers if required to ensure SLAs are met
• Accountable for financial tracking and billing
• Establish a strong working relationship and regular meetings with the client to develop new opportunities for additional MSS services and other future CGI business
• Must have 8 or more years of IT Client Service Management and/or IT Service Delivery Management experience
• Must have demonstrated strong technical leadership, interpersonal skills and organizational abilities in large/complex engagements
• Must have exceptional judgment and innovative problem-solving skills
• Ability to deal with aggressive timelines and the associated pressure
• Experience using a ticket management system such as Remedy
• Proficiency with MS-Office (Project, Excel, Word, PowerPoint, Visio)
• Comfortable conducting meetings, presenting and leading issue-resolution with management and senior management at the client and internally
• Ability to speak, write and communicate clearly and effectively in fluent English
• Ability to obtain a Government of Canada security clearance of Level 1 (Enhanced Reliability Clearance – ERC)

Regional Client Service Manager Resume Examples & Samples

• Experience in the agriculture or cooperative industry
• Confident public speaker
• Ability and willingness to travel
• Maintaining and improving client satisfaction by ensuring that services are delivered according to agreed SLA’s and contract deliverables
• Contributing to commercial management
• Producing internal and client reporting deliverables
• Ensures customer expectations are met and resolves customer issues in a timely, effective, and professional manner
• Identifies adds, upgrades, and escalations to assigned service contracts and to meet customer needs and improve system efficiency. Develops account strategies and sells independently or in a team environment
• Leads quality assurance activities and may lead renewals on assigned accounts
• Ensures project profitability through achieving plan gross margin levels, billing and collections, and effective cost containment procedures. Skilled at managing all internal accounting and revenue recognition systems and assists with revenue and staffing forecasting activities
• Reviews all labor related project estimates prior to customer proposal and booking. May be required to assist in pricing decisions
• Associates Degree or equivalent experience required
• Typically 2+ years of successful experience in related field and successful demonstration of key responsibilities and knowledge as presented above
• Strong organizational, verbal and written communication skills
• Proficient in MS Office (Word, Excel), Estimating, and other Service Related Tools
• Individual must possess a valid Driver's license in good standing and must be at least 21 years of age in order to participate in the required Siemens vehicle plan
• Experience in control systems and HVAC applications preferred
• Knowledge of engineering and programming preferred
• Act as a primary point of contact for a named Customer base to own, manage and escalate business & service issues
• Align and work closely with the Sales team to manage customer relationships, drive customer satisfaction and achieve business objectives
• Advocate Customer requirements and expectations within Akamai
• Manage / Contribute to Regional and Global Customer programs
• 2 - 8 years of experience in a Customer-facing environment, such as Service Desk, account management or similar
• Primary duties involve researching and responding to client questions relating to their business operations and content of products, providing training on functionality for internal and external clients, and creating, updating, and maintaining product and process documentation. Client Service Managers are the operational subject matter experts for their assigned clients
• Providing technical support to internal teams and external customers
• Developing, maintaining, and distributing product and process documentation
• Providing ad-hoc product training
• Collaboration on client enhancement projects including understanding requirements and some technical testing
• Contributing subject matter expertise to ensure customer satisfaction and organizational success
• Represent Wolters Kluwer within the industry by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry trends and general business and financial acumen through various sources and initiatives. Communicate Wolters Kluwer competitive advantage to customers in a compelling articulate manner in speech, writing and formal presentation
• 5 years of client-facing support experience
• 1-3 Years of client facing technical support experience
• Experience with data analysis and management
• Experience providing consulting services
• Experience overseeing project personnel, and leading cross-functional teams
• Ability to create executive-level content and detailed presentations
• Ability to work collaboratively with individuals at all levels of the organization
• Software configuration support, preferred
• Contact assigned customers based on established schedule to ensure customer satisfaction and to provide updates and reports to customers (e.g., downtime, account receivables, service order status, etc)
• Receive calls from assigned customer optimizing each contact with existing customer by exercising exceptional customer service skills and ensuring all issues are tracked until brought to resolution which includes coordinating with appropriate departments
• Keep account team apprised of issues affecting current or prospective service for customer including business needs and changes
• Identify critical and/or recurring service issues and prepare a corrective service action plan which includes engaging client resources to execute the action plan and track performance through completion
• Document all related customer call data in the appropriate systems in a timely manner
• Conduct stewardship meetings with pre-identified customers and sales teams which may include preparing, distributing and reviewing reports
• As necessary, assist in locating customer contact information
• Maintain an in-depth knowledge of assigned client’s products and services, as well as policies and procedures regarding customer calls
• Bachelor’s degree from an accredited college or university with major course work in business administration, communications, marketing, or a related field preferred
• Minimum of two years’ customer service experience required preferably in a business-to-business environment
• One-year business experience required preferably in telecommunications, voice or data
• Provisioning, or project coordination
• Intermediate knowledge of Word, Excel and Outlook is required
• Basic knowledge of PowerPoint is required
• Manages new and existing complex client installations, working cross functionally to deliver services in the agreed upon timeframe and according to client expectations
• Leads internal collaboration sessions to ensure quality assurance and control during the planning and implementation
• Responsible for owning and resolving a wide range of standard and non-standard client requests and account issues
• Proposes and develops solutions cross functionally to solve non-standard client requests
• Responsible for client satisfaction for a portfolio of clients measured via client surveys and other methodology
• Understands clients’ footprint and contractual agreement
• Collaborates with existing clients to gather and understand clients’ requirements for add-on services and independently takes action from opportunity to fulfillment
• Educates and orients clients in Equinix policies and procedures and client facing support and ordering systems
• Conducts client meetings and Quarterly Business Reviews
• Responsible for preparing customized presentation material as required by clients and account team
• Collaborates cross functionally with other countries and regions in the planning, reporting and delivery of multi-region deployments
• Demonstrates proper and prescribed use of Equinix systems, tools and processes (e.g. ticketing system, etc.)
• Develops and maintains expertise on Equinix products and services
• Develops and builds strong relationships with Sales, Operations and other cross functional teams
• Minimum of 10-15 years in a CSM equivalent role or prior relevant Equinix experience
• Experience in a high pressure, customer facing role
• Proven track record in building positive relationships with clients
• Collaborative personality and able to build strong personal relationships
• Requires strong analysis, judgment, negotiation and problem solving skills
• Able to train and/or mentor others
• Serving as the primary Optum Rxcontact for tactical, day to day management of assigned accounts
• *Telecommuter must be able to work core business hours - Pacific time zone.***
• Associate's Degree (or higher) or High School Diploma/GED with Pharmacy Technician License
• 2+ years of Healthcare, Managed Care, or Pharmaceutical Industry experience
• PBM or Health Plan experience
• Work experience with Medicare Part D
• Responsible for ensuring all billing is accurate and timely via established rules and guidelines to include a review of current client bill rates, addresses, and authorized retailers
• Providing any documentation and backup
• Maintain accuracy of authorized client billing form
• Responsible for ensuring CROSSMARK receives payment for all invoiced work
• Responsible for actively seeking opportunities to up-sell existing and client base
• Responsible for projecting image through grooming, dress, attitude, and actions
• Education/Experience: Bachelor’s degree (B.A.) or equivalent work experience
• Highly experienced in retail operations and knowledge of basic accounting principles
• SalesTrak skills: project loading, store list creation and reporting (project summary, store detail, exceptions, workload)
• Completion of formal CROSSMARK training program for Client Service Managers
• Provide a single point of accountability (SPOA) to manage assigned accounts in line with client expectations and TELUS service capabilities on a 7x24 basis
• Build and maintain strong client relationships, and provides day-to-day client advice and support
• Accountable to manage client relationships using formal governance at both operational and executive levels to instil client loyalty and satisfaction with a focus on revenue retention and growth
• Establish and enhance strategic partnerships with internal/external service partners to improve customer experience
• Advocate our corporate initiatives to drive top customer ratings in Overall Client Satisfaction and Likelihood to recommend
• Maintain/support tight control over project schedules, risks, scope of work and budget; ensures that operational teams and subcontractors have a clear understanding of client requirements
• Able to identify opportunities to Sales account teams that support the growth of our business and provide feedback to the product marketing teams for continual improvement and refinement of our offerings
• Proactively deliver new TELUS service solutions and reporting mechanisms and contribute to creating competitive breakthrough strategies and plans based on problem resolution and situations
• Support the risk mitigation planning, adherence to standard service levels (Strategic Bid Review process)
• Responsible to perform regular account reviews, conduct client satisfaction reviews and post-incident reports & investigations
• Initiate and champion service improvement plans; oversee the closure of client satisfaction improvement initiatives
• Based on the size and complexity of the client account, may have specific responsibilities focused on specific ITIL processes and activities
• Escalation Management:Provide a single point of accountability (SPOA) in line with client expectations and TELUS service capabilities on a 7x24 basis
• Incident Management:Support of post-incident review & investigations
• Relationship Management:Establish strategic partnerships to ensure overall customer satisfaction
• Contract Management:Interpret, negotiate, and manage the delivery of operational obligations within the agreed to time frames
• Financial Management:Review of account income statement; profitability, loss while correlating revenue spikes to project activities, facilitating reviews on cost overruns with internal stakeholders
• Managerial Reporting:Collaborate with stakeholder teams, assist in building, review and present standardized performance reporting to support daily, weekly, monthly, annual governance meetings; capture learnings and innovation to support continuous service improvement
• Organizational Support:Leverage and empower the stakeholder community in fulfilling operational duties and contractual obligations
• Focus on the key tasks as well as understanding the big picture of what the client wants and how we're delivering
• Owns tactical and communication on day to day basis to the client and AMT members
• Monitor issues, root causes and develop action plans and follow up on escalated issues
• Execute administrative changes and ensure AMT knows the administrative changes that are happening and how they impact the client
• Managing new business, existing accounts and plan changes
• Implementation of new product and service
• Facilitate loading of new plans
• Manage Custom Requests
• Creating solutions for non-standard requests in partnership with the Solution Engineer
• Developing custom solutions for custom needs
• Schedule and Facilitate Account Management Team meetings
• Manage the meeting effectively (ensure items are taken off line)
• Keep AMT contact list up to date (both internal and external contact lists) on CDX
• Provide feedback on sub-performing AMT members and facilitate replacement of sub performing AMT members
• Tracking and monitoring functional issues to ensure they're resolved (hold those functional areas accountable for closing issues on a timely basis)
• Managing communication to and within the AMT
• Manages ongoing contract relationships and service delivery to clients for one or more accounts. Acts as outward-facing, dedicated resource for assigned accounts, typically with direct client contact (not call center) and large or complex accounts
• Builds relationships with employer/group clients (not individual members) and serves as the primary point of contact for overall and day-to-day service delivery. Represents client internally and coordinates with other functions to implement client systems, complete projects, and address ongoing service needs
• Up to 25% domestic travel to meet customers as needed
• Bachelor Degree (or higher) or HS Diploma/GED with 2+ years of experience with client facing account management or project management
• Able and willing to travel up to 25% domestic
• Proficient using MS Excel, Word, PowerPoint, etc
• Previous experience in managed care industry with strong understanding of claims flow and adjudication process
• Demonstrates leadership, builds a shared vision with teams, acts as an agent of change and leads others into action
• Responsible for the overall performance of the CSO team's KPIs, metrics and business objectives Increase client satisfaction as measured by client satisfaction survey results
• Assigns Client Service Officer’s portfolio in line with Client Delivery’s segmentation model
• Act as the initial service escalation point for external clients and internal business partners
• Participate in client “pitch” meetings, as requested by Sales, to provide insight to our service model and foster the client’s relationship with MUFG
• Responsible for people management: recruitment, retention and coaching of team members
• Conduct regular performance evaluation; identify training and development needs for the team
• Ensure risk/compliance guidelines are followed at all times and create risk awareness within team
• Escalate major issues, incidents, errors and risk violations to Client Delivery Managers and key business partners on timely bases
• Conduct annual review of the service process and procedures
• Understand the client impact of new/changing regulatory and industry requirements and will adapt associated process & procedures to address
• Will act as the primary coordinator for the rollout of new products and system enhancements as related to on-going service requirements
• Periodic reporting of business updates and metrics to Client Delivery Management
• 4 year college degree preferred, and/or relevant experience in Client Service working with Asian Multinational Corporate clients
• Bilingual Japanese/English business speaking skills and the ability to read/write in Japanese/English is highly desirable
• Minimum five-year applicable work experience in treasury management and Service/Sales role
• Management role, preferably w/ exposure to financial institutions and multinational corporates
• Excellent telephone manner and email etiquette
• Coordinates and oversees all aspects of Servicing and Implementation post-sales across EFX BU`s ( R )
• Creates relationships with client stakeholders ( C & I )
• Tracks metrics and KPI’s for client satisfaction and NPS scores (R&A )
• Continuous Improvement (A)
• At least 3-5 years of proven successful Client service and Client relationship experience
• Proven ability in delivering high standards of Client satisfaction
• High standard of communication skills with the ability to communicate at multiple levels within an organization
• Develops and integrates the service strategy within the overall Account Development Plan by working closely with the Account Team and all Sales & Service personnel aligned with the account
• Responsible for developing and maintaining a current Customer Service Plan (CSP) for each assigned account
• Produce post critical incident reports for assigned impacted Customers documenting the incident/corrective actions
• Produce relevant Quality of Service reports and lead/manage the Service Review with the Customer, identifying any service gaps and producing Action Plans to close
• Proactively seek out and leverage new service opportunities to protect BT’s business position, revenue stream and enhance the service provided to the customer
• To produce a Service Improvement/Service Enhancement Plan (SIP) for each assigned account
• Ability to apply service account management techniques and manage virtual
• Teams in a matrix structure and to motivate team members
• Successfully and profitably provides exceptional service an assigned group of client accounts
• Works on a book of business focused on retention and driving the sale of additional services and lines of coverage
• Builds and energizes relationships with existing clients by providing ongoing customer care
• Markets new and renewal business
• Resolves issues quickly in a manner that’s appropriate for both the client and the Branch
• Leads appropriate team members to address the client’s risk management needs
• Coaches entry level Client Service Associates through continuous learning, honest feedback, and strong talent development
• Conducts periodic audits to ensure compliance to standards and service level
• Maintains complete and accurate client and policy data and documents within the Gallagher systems
• Bachelor's degree with 3+ years client service experience –OR– High School diploma/GED with 8+ years client service experience
• Property & Casualty Producer’s license
• Able to travel up to 10% of the time
• Proficient in using technology as a tool to improve productivity and quality
• Successfully and profitably provides exceptional service to an assigned group of client accounts
• In partnership with the Client Service Executive (CSE/AE), takes a leadership role in the renewal process, ensuring that the best possible solution is delivered to the client in a high-quality and timely manner
• Manages to defined service/marketing timelines and processes
• Supports one or more CSE/AE and is the first line of contact when the CSE/AE is not available
• Leads appropriate resources to address the client’s risk management needs
• Coaches Client Service Associates through continuous learning, honest feedback, and strong talent development
• Bachelor's degree with 5+ years Property & Casualty insurance experience –OR– High School degree/GED with 8+ years commercial insurance client service experience
• Experience managing middle market risk management and commercial accounts
• Proficiency in Microsoft Office, specifically Excel
• Knowledge of projections and modeling required
• EPIC database experience highly preferred

Client Service Manager, Senior Resume Examples & Samples

• Successfully and profitably provides exceptional service to an assigned group of large, complex real estate/property client accounts
• Builds and solidifies relationships with existing clients by providing ongoing customer care
• In partnership with the Production team, takes a leadership role in the renewal process, ensuring that the best possible solution is delivered to the client in a high-quality and timely manner
• Cultivates relationships with the buyer in the client organization as well as with day-to-day client representatives and buyers
• Resolves issues in a manner that’s appropriate for both the client and the Branch
• Uses systems, services and resources to execute work as effectively and efficiently as possible
• Coaches Client Service Associate through continuous learning, honest feedback, and strong talent development
• Conducts periodic audits to ensure compliance to standards and service levels; consistently adheres to service timelines and professional standards
• Bachelor's degree with 10+ years Property & Casualty insurance experience –OR– High School degree/GED with 15+ years commercial insurance client service experience
• Producer's License
• Ability to travel up to 5% of the time - or less
• Large, complex real estate/property commercial Lines insurance account management experience is required

Client Service Manager Associate Resume Examples & Samples

• Successfully and profitably manages an assigned group of accounts
• Builds and solidifies relationships with existing clients by providing exceptional ongoing care
• In partnership with the Production team, takes a leadership role in the renewal process, ensuring that the be possible solution is delivered to the client in a high-quality & timely manner
• Secures existing business and drives the sale of additional services and lines of coverage
• Supports one or more Producers and/or Account Executives and is the first line of contact when the Producer or Account Executive is not available
• Coordinates appropriate resources to address the client's risk management needs
• Bachelor's degree with no client service and/or claims management experience –OR– High School degree/GED with 3+ years client service and/or claims management experience
• Previous insurance knowledge and experience managing client relationships
• Solid financial acumen
• Provide proactive and consultative customer service to assigned clients/ brokers
• Organize and facilitate regular in-person service meetings with assigned clients
• Act as liaison between customer/ broker and all internal departments; ensure all service concerns are addressed and resolved
• Develop renewal strategy for each customer, negotiate and prepare renewal package, and present renewals to customers/ brokers
• Participate in finalist meetings and broker participations to tell our account management story and help support new business goals
• Identify and pursue opportunities for writing new lines of coverage with existing clients
• Manage new business installations on assigned accounts; ensure on-time delivery and effective start to client relationships
• Demonstrate superior include effective presentation skills, professionalism and articulation of Liberty Mutual products, services, and value to prospects/clients
• Maintain timely and accurate documentation of customer interaction in account management database
• Represent Liberty Mutual at customer benefit/ health fair meetings; promote Liberty products
• Bachelor's degree or equivalent business background plus at least 5 years of relevant commercial lines experience required. Claims experience strongly preferred but not mandatory
• Demonstrated ability to express ideas clearly and concisely (both orally and in written form)
• Fully effective organizational and interpersonal skills needed to set priorities and manage time to maximize agent and customer interactions. Information gathering, analytical skills and proficiency in systems are required
• Demonstrated skills in the areas of negotiation, persuasion, presentation and problem solving
• Working toward ARM and/or CPCU preferred
• Effective oral and written communication skills; proper phone and email etiquette
• Detail oriented with strong organizational skills
• Basic math and problem solving skills
• General understanding of PC with Windows based applications and calculator
• Ability to work branch hours
• 2 or more year’s previous retail banking experience
• 2 or more year’s previous Leadership or Supervisory Experience
• Strong and extensive knowledge of retail product philosophy, policy, procedures, documentation and systems
• Proven client service and interpersonal skills
• Effective selling, cross selling and referral skills
• Strong mathematical, problem-solving, and negation skills
• Ability to analyze client credit data and other related financial information
• Strong interpersonal & relationship building skills
• Previous experience in a financial sales representative oriented role
• 3+ years of banking experience
• 1+ years of supervisory or management experience
• Ability to work all branch reports on a daily basis
• Actively participate in the quarterly Division Operations meetings
• Proven ability to mentor and train new staff
• Successfully coach to the Banner Way
• Proficient in observations, providing constructive on the spot feedback

FCC Client Service Manager, VP Resume Examples & Samples

• The role will require performing and managing day to day client service functions for Futures, OTC and Open Collateral and providing management responsibilities for Client services team in NY or Tampa
• This role will offer extensive exposure to senior management of the business, region, and other firm-wide partners. The team operates in a global functional model with close adjacencies to Prime Finance and Custody Service
• Development and administration of Service, control, and management metrics. Lead Client service strategy and initiatives including catalogue of service / taxonomy, email and telephony metrics, measurement, service training, and cost per activity and score carding analysis. Identify client gaps and opportunities for clients and develop solutions to remediate. Focus on bespoke reduction and tracking metrics to ensure targets are achieved. Assist in the governance of client measurement in regular meetings with business partners
• Financial industry/ Client Service experience
• Business Analysis/ Process reengineering/ Six Sigma/ LEAN experience
• Leadership/ Management experience
• Focus on client services and relationship building
• Ability to work well as part of a team and autonomously
• Strong leadership/ management experience
• Meet and exceed goals of increasing Checkpoint customer retention
• Sales or account management experience preferred
• Tax experience preferred
• Be the primary point-of-contact between GfK and the client, while being on-site at the client’s North American Headquarters
• Educate and train on applications of POS Tracking data and how it can drive business decisions
• Provide analytics and communicate insights that align with the clients business issues
• Synthesize data and simplify findings to solve client business issues
• Make presentations to medium sized groups across the organization (commercial, retail, sales, analytics, etc.)
• Establish yourself as at trusted advisor to your clients
• Educated to a degree level, ideally in Marketing with a minimum of 5 years’ experience in market research, preferably in the Automobile industry
• In order to add value, he or she would possess strategic thinking ability, a deep understanding of clients’ needs, able to multi-task and work under pressure
• Able to manage projects and the team to contribute towards achievement of financial targets, through developing client relationships, managing key supplier relationships, as well as instilling a learning culture among the team
• Possess presentation skills, basic commercial acumen and business writing skills in English
• With strong attention to detail and excellent project management skills, the Client Service Manager will also need to be analytical and be good with numbers
• 4 year college degree or related business experience
• Knowledge of governmental plan types a plus
• Technical knowledge of record keeping systems / processes a plus
• Proven excellent customer service skills and progressive probing skills
• Strong verbal and written communication skills *Strong commitment to timing and quality standards
• Knowledge and understanding of Pension Industry
• NASD Series 6, 63, and Life and Health Insurance licensing required within 120 days of employment

Executive Assistant / Client Service Manager Resume Examples & Samples

• Answer phones and greet clients
• Schedule client appointments and maintain the calendar for the Managing Directors
• Process business applications through an internal electronic system
• Manage and resolve client service problems
• Maintain client relationship management system
• Prepare advisors for client meetings
• Support the business owners with any administrative tasks, as directed
• Develop and lead a team that is responsive to dynamic organizational and operational changes
• Responsible for overall Performance Management and Talent Review process
• Prior Experience in Client and Third party banks investigations for Multicurrency payments will be an added advantage
• Strong Interpersonal skills to be able to communicate internally & externally and at all levels
• Excellent written & oral communication skills in English
• Ability to use creative problem solving techniques to solve business issues
• An acute client focus
• Strong personal computer, project management, and analytical skills
• Experience of working / partnering with Risk, Audit and Compliance to ensure that the overall organizational objectives are met
• Coordinate with all Siemens & customer stakeholders in supporting account activities and processes, e.g. service escalations with Siemens personnel or ISM Vendors
• Collaborate closely with equipment service & sales team mates to support customer loyalty & grow Siemens
• Partner to drive account evolution & renewal processes
• Analyze and resolve client queries in accurate & timely manner
• Ensure positive working relationship with clients for business growth
• With support understand customer’s business & identify asset management optimization solutions to grow their success, e.g. workflow, utilization, market demographic data, capital planning, etc
• Develop with support effective business reporting according to the client needs, e.g., inventory, key Service Operations performance indicates and contract obligations
• Review reports for accuracy & integrity
• Support coverage & inventory change requests from customers
• Develop with support an account management plan to meet customer & business objectives
• Provide excellent customer service to ensure customer satisfaction & loyalty
• Organize Siemens CSE staff training for performance & skill development as required
• Ensure client deliverables are in accordance with company standards
• Execute & manage assigned work within allotted timeline & budget
• Review & manage supplier payments, Customer invoicing, etc
• Execute vendor standard service strategies to support profitable growth & customer satisfaction
• Partner with local service & sales team to saupport Siemens growth; i.e., multivendor socket conversion, insourcing
• With support manage account meetings, provide agendas and meeting notes with clear who-what-when action plans
• Ensure quality standards are met within the Quality Management System
• Ensure meet regulatory compliance requirements, e.g. insourcing & vendor qualification
• With support manage P&L management accountability to meet or exceeded targets
• Central point-of-contact for Customer & other internal and external stakeholders

CIB Client Service Manager Fixed Term Contractor for Year-seoul Resume Examples & Samples

• Review fee tariffs in accordance with client agreements and service provision
• Monitor client profitability
• Liaise with clients to ensure that invoices are paid in a timely manner
• Control internal costs and own expenses
• Review of risk points associated with Client and operational model
• Suggest improvements to operational processes where possible to assist with the increase of client satisfaction and improve profit margins through efficiency
• Supports other Branches and/or Regions as needed
• Bachelor's degree with 2+ years Property & Casualty insurance experience –OR– High School degree/GED with 10+ years commercial insurance client service experience
• Commercial Lines insurance account management experience is required

Client Service Manager / Home Care Resume Examples & Samples

• A high school graduate, college degree preferred
• Organizational skills: ability to handle multiple tasks simultaneously
• Ability to provide good customer service
• Ability to demonstrate good judgment
• Some knowledge of medical terminology, or medical related job experience, desirable
• Proficient to advanced computer skills (including but not limited to MSFT Office)

Senior Commercial Lines Client Service Manager Resume Examples & Samples

• Establishes effective relationships with markets, knowing which markets to use for certain risks, etc
• Supports one or more producers and is the first line of contact when the producer is not available
• Communicates with carriers
• P&C License
• Experience managing middle market or large commercial/risk management accounts
• Strong organizational and communication skills
• Ability to work in a fast pace, team environment
• Responsible for client satisfaction by ensuring that services are delivered according to agreed Service Level Agreements (SLA) and other contractual obligations that are deemed necessary to the client
• Maintain the group strategic direction for Dimension Data accounts
• Advise on the management of the delivery of the service by establishing the relationship with the client, agreeing to the points of interaction and escalation, managing the services budget and ensuring the continuous delivery of the service according to the SLA
• Display an analytical orientation and continually identify mechanisms for improved service delivery

CIB ETF Client Service Manager Brooklyn Resume Examples & Samples

• Maintain comprehensive understanding of market, vendor and regulatory environments to effectively advise ETF clients of implications to their operating environment
• Set mutually agreed service standards to determine core and bespoke needs
• Ensure business delivers to committed services
• Senior escalation point for Client and Operations Service Delivery organization for “Business As Usual” issues
• Helps navigate the firm on behalf of the Client
• Proactive management to identify trends, issues and opportunities to improve service levels
• Manage a governance process of service disciplines
• Gather intelligence on the client and disseminate internally
• Oversee performance against agreed client expectations
• BA (or equivalent), preferably in finance or accounting
• 5+ years of financial services experience with client servicing and/or client relationship management; ETF experience preferred but not required
• Compliance mind-set with a solid understanding of risks associated with the provision of services to clients in our line of business
• Is able to summarize, simplify and communicate detailed and complex information to a broad range of team members or clients across the seniority spectrum, whether verbally or written
• Delivering optimum service to our customers, including corporate client account administration and providing responses to customer inquiries by phone, email or ticketing system as required
• Being attentive to client needs and requests meanwhile, demonstrating effective prioritization, time management skills and escalating when appropriate
• Managing the administration of share purchase plans, stock options and awards for specific client groups
• Developing and maintaining long term client relationships
• Effectively documenting and maintaining client processes
• Processing timely and accurate data updates, data manipulation and data management by updating the software per client instruction
• Proactively participating in ongoing training to expand your own knowledge base
• Tracking open issues and escalating internally as appropriate
• Identifying errors and potential issues and working collectively with other team members and internal stakeholders to find solutions
• Understanding financial reporting and administrative reports
• Actively managing customer expectations to ensure maximum satisfaction with Solium's products and services
• Willing to work in a strong team environment
• Interacting with Relationship Management Team on customer issues and being responsible for client satisfaction
• Minimum 3-year customer service, financial and/or operational experience
• Successful completion of Certified Equity Professional (CEP) program would be an asset, but not required
• Customer service and operational experience, with a passion for providing proactive client-focused solutions
• Demonstrated ability to prioritize and multi-task, including escalating when appropriate
• Willing to go above and beyond, while maintaining a positive attitude
• Understanding of ASC 718, expensing and valuation regulations and requirements, including valuation models is an asset
• Manage a group of non-qualified clients by independently delivering accurate and timely retirement plan administrative and client services,
• Independently establish and maintain effective relationships with non-qualified clients, financial professionals and TRS service teams to ensure client retention, growth of the client service block and profitability for all stakeholders, and
• Embody non-qualified core values in all interactions
• Bachelor's degree or equivalent and 4+ years of related experience required (non-qualified retirement plan, qualified retirement plan, or financial services experience preferred)
• Strong written and oral communication, presentation and negotiation skills required
• Must be accurate, organized, able to meet deadlines, and follow-through on tasks and campaigns
• Must be able to build and maintain good relationships within the organization
• Must have proficiency with MS Word and MS Excel
• Demonstrates ability to build solid, trust relationships with clients and stakeholders
• Understands retirement concepts
• On-site client visits may be required and/or minimum travel required

Client Service Manager Trainee Resume Examples & Samples

• Bachelor's degree –OR– High School degree/GED with 3+ years client service
• Proficient in using technology as a tool to maximize productivity and create high-quality documents
• Previous experience managing client relationships
• Ability to attend three full weeks of training (2 of the weeks consecutively) at Gallagher’s home office in Rolling Meadows, IL
• Proficient in using technology as a tool to maximize productivity and quality
• Meets and exceeds targets of increasing customer retention and overall territory value via telephone based account management
• Reviews existing customer accounts, assessing needs, addressing concerns and presenting new products and/or services
• Provides high quality account management and customer support to assigned accounts as defined by management
• Communicates and coordinates retention activities with other groups as appropriate
• Maintains a working knowledge of company products, special sales programs and marketing efforts
• Maintains knowledge of internal business systems to efficiently gather and research customer information, provide accurate pricing and discount information
• Accountable for meeting and maintaining established Inbound and Outbound calling metrics
• Accurately reports retention activities on all required reports as requested by management in a timely fashion
• Participates in product and skills training programs
• Excellent verbal and written communication skills including ability to interact

Cib-client Service Manager for South Resume Examples & Samples

• Full accountability for the service delivery relationship with their assigned clients. Building relationships with clients to understand client requirements and expectations
• Personally foster and develop senior level relationships with key clients. In some cases, act as the senior point of contact across Investor Services
• Drive resolution and management of client queries, service requests and delivery issues; leveraging internal teams as appropriate
• Balances client relationships with risk management to ensure the best outcome for the client and firm
• Regular contact with clients at all levels of the heirarchy as well as internally in J.P. Morgan
• Seek opportunities and respond to initiatives to improve service levels and efficiency for the business and client
• At least 5-8 years of experience in Custody & Fund Services Client Services/Operations/Products
• Meet and exceed goals of increasing Checkpoint customer retention and overall territory value
• Effectively and efficiently meet customer needs and build lasting customer relationships by proactively assessing customer needs, addressing issues/concerns and presenting solutions
• Provide high quality account management, customer support and training to assigned accounts
• Securing renewals including multi-year agreements in their designated territory
• Communicate and coordinate retention activities with other groups as appropriate
• Identify new opportunities and provide leads to the Field Sales Team
• Maintain knowledge of products and related technologies
• Delivering customized training, implementation and technical support to assigned clients
• Accurately report retention and training related activities in a timely fashion as requested by management
• Moderate amount of travel required
• Experience managing middle market and large accounts
• Knowledge of endorsements and contract language required
• Experience working with middle market accounts

FX Prime Brokerage Client Service Manager & Team Leader Resume Examples & Samples

• Manage a client service team of five, located in New York
• Responsible for team disciplines and ensuring client service levels are exceeded
• Co-ordinate legal documentation and provide guidance to Citi Legal on terms from a business perspective
• Liaise with Credit and assist in providing any necessary documentation per their requirements
• Understand fully how Citi’s various margin platforms work
• Maintain a hedged proprietary position by ensuring all trade flow exceptions are handled and corrected in conjunction with Citi middle office support persons
• Ensure risk is minimized by ensuring continuous review of client process and business procedures
• Provide regular MIS to Management and FXPB Sales
• Assist in technology development and updates
• Work as a partner with Legal to ensure team and clients work within the constraints of market regulation
• Streamline operational issues
• Work with Global Head of CSR team to strategically plan for future capacity to accommodate client growth
• Oversee all administrative tasks a carried out and reviewed
• Work closely with regional middle office management, On boarding, and Sales to coordinate strong communication efforts across teams in order to align overall strategy for clients
• Prior FX prime brokerage work experience
• Knowledge of Citigroup FX systems
• Knowledge of EMIR and Dodd Frank regulation
• Understanding of CTA operations, credit and legal
• Prior experience of managing and mentoring a team
• Mature and ability to work independently and under pressure
• Ability to interact at a senior level both internally and externally
• Customer focused attention to detail and accuracy
• Educated to degree level preferred

Client Service Manager / Scheduler Resume Examples & Samples

• Supervisory skills: be able to hold accountable and build rapport with direct care staff
• Serve as primary Optum Rx contact for day-to-day tactical support of assigned accounts
• Build and maintain trusting relationships with clients and internal/external partners
• Use appropriate escalation techniques to ensure client satisfaction
• Research and resolve inquiries, including but not limited to ID cards, drug coverage, benefit coverage, claim payments, general eligibility issues, prior authorizations, reports, new group additions, and mail service. Communicate results and status updates to clients
• Documentation of all work request through tracking tool
• Facilitate client service request by understanding client intent, and identifying needed resources to successfully implement client expectations
• Ensure accurate client eligibility processing through reviewing edit and reject reports and communicating to clients regarding these results. Resolve issues as needed
• Responsible for coordinating the management responses to identified operational inefficiencies within the department and provide alternative solutions that could positively impact the organization and clients
• Proactively identify and recommend solutions for client and operational improvements
• Interprets the impact of industry trends and developments in the organization and clients, shares analysis with management and team. Acts as SME on industry topics within client services
• Ensuring quick response and follow-up to client inquiries, including returning phone calls and e-mails within 2 hours and attempted resolution of all issues in less than 48 hours
• Follow-ups with client within 24 hours after issue resolution
• Be familiar with basic client information including but not limited to contract terms, renewals & performance guarantees
• Within assigned area of subject matter expertise, accountable for gathering, tracking, analyzing, reporting on operational trends and proposing solutions to organizational gaps
• Act as mentor to new & existing staff. Assist with development of training topics and materials. Maybe asked to provide training outside of the client services department
• Be a resource to team members by providing back-up support to avoid gaps in delivery of service
• Maintain excellent attendance to ensure client and business needs are met
• Works closely with the CBO Director and CBO Management Staff to address client/practice specific AR issues; identifies problem areas and through regular contact with practice and Regional Director of Operations
• Manages client/practice inquiries ensuring timely and accurate responses
• Reviews utilization with client/practice and works closely with CBO and client/practice to ensure accurate capture of all revenue
• Develops and presents appropriate practice communication plan for onsite meetings, taking into account complexity, practice desires
• Documents meeting results, providing practice feedback to Operations and Management
• Maintains strict confidentiality in accordance with HIPAA regulations and Company policy
• Embodies the principles of the corporate Mission Statement and Philosophy at all times
• Well-rounded experience in all levels of Revenue Cycle Management
• Healthcare, Coding and Billing experience and knowledge preferred
• 3 – 4 years previous client relations experience preferred
• Ability to interact with tact and diplomacy with individuals from a variety of backgrounds and organizational levels
• Ability to effectively communicate both in writing and verbally with colleagues, patients, public, and practice leaders
• Provide operational and administrative support to the teams responsible for new business development and management of existing clients, engagements and Consultants. This includes ensuring approved business contracts are executed and signed, assisting with the timely collection of receivables, and updating CRM data ensuring accuracy and completeness
• Assist the sales and client service teams in the identification and development of new target clients, as well as management of existing client relationships
• Support the sales process by preparing business development collateral and presentations for prospective client meetings
• Cultivate and expand business relationships with Consultants and clients, through frequent communication, taking a consultative approach to defining the scope of projects, presenting appropriate solutions/qualified Consultants to the client, and negotiating billing arrangements
• Utilize exceptional client relationship and communication skills to deliver optimal service, identify future project needs, and achieve high client satisfaction
• Manage Consultant schedules, minimizing down time, and communicating regularly regarding additional client needs and/or other appropriate engagements in the pipeline
• Consistently and actively participate in networking organizations and events solidifying the RGP brand and presence as a market leader
• Stay current on new developments in RGP practice areas, contributing to the thought leadership of our company in areas of expertise, and engaging in practice initiatives
• Develop a strong understanding of our company history, philosophy and business model and effectively articulate our unique positioning
• Support Regional and Account team goals by actively participating in strategy meetings, including Consultant recruiting and retention, marketing and business development efforts, and operational excellence
• Professional Qualifications
• Successful candidates generally have a minimum of 2+ years of professional services and/or industry experience
• Functional and prior consulting experience in one or more RGP core practice areas, such as accounting and finance, is desired
• A high level of enthusiasm for building a business and a personal sense of urgency and capacity to overcome obstacles
• Ability to prioritize multiple responsibilities/projects and proven ability to develop business relationships
• Thrives in a multi-tasking and fast-paced environment
• Demonstrated track record of positive change
• Strong professional network in the Tri-State market is desired
• High level of proficiency with Microsoft applications such as PowerPoint, Outlook, Word, and Excel
• A Bachelor’s degree from a four-year accredited institution is required, and a business designation is a plus
• Personal Characteristics
• Work with DCSs to cultivate and expand existing business relationships through frequent communication and regular client visits. Shadow DCSs and make independent client visits with the goal of managing certain client relationships when appropriate
• Assist in matching qualified Consultants' skill sets with client engagement needs. Search internal databases and source job boards to identify candidates to present for open projects. Work with Director of Recruiting as necessary to execute target searches and place ads
• Take responsibility for the maintenance and retention of Consultants assigned to specific clients. Arrange and schedule frequent meetings with active Consultants on assigned engagements
• Call Consultants about potential projects. Prepare emails to present candidates to clients. Ensure that Consultant profiles are accurate and review pricing for reasonableness and consistency
• Prepare and enter paperwork necessary to track projects/engagements in company system. Minimize Consultants "unassigned time" by managing Consultant roll off dates and communicating regularly with Consultants regarding additional client needs and/or other appropriate engagements in the pipelines
• Assist client team in ensuring timely receipt of signed business contracts and engagement paperwork. Act as primary interface with Administrative support team
• Support team goals of office by participating in strategy meetings, including discussing candidate and Consultant pipeline, marketing strategies, and current challenges
• Assist client service team in providing timely collection of receivables by monitoring payment of client invoices and following up with clients on open AR
• Assist DCSs in scheduling Consultant Evaluation meetings. Participate as appropriate
• Prepare Power Point presentations for client meetings. Support RFP efforts as needed
• Support business development efforts by doing research for information on clients and targets and networking as appropriate
• Administrative support as required
• A Bachelor's degree from a four-year accredited institution is required, and a business designation is a plus
• Prior business development experience within professional services preferred
• Demonstrated ability to define, refine, and effectively communicate high dollar value propositions to key decision makers
• Proven hands-on track record of managing multiple, often competing, priorities, tasks and objectives
• A genuine desire to partner with clients and colleagues to achieve mutual success
• Minimum of five (5) years of experience
• Ability to negotiate and communicate complex concepts/business issues verbally and in writing to clients, consultants and management
• For A customers may support and provide assistance to service sales people in job take-off, product application, estimating, customer demonstration and performing site surveys and audits
• Develops account strategies and sells independently or in a team environment, depending on the account (more independently as higher in level)
• Reviews all labor related project estimates prior to customer proposal and booking
• May participate on special assignments and/or assist in developing and implementing customer training aimed at improving customer knowledge
• Bachelor's Degree preferred, although candidates with an Associates degree in Electronics or equivalent experience will also be considered
• Experience in control systems and HVAC applications
• Knowledge of engineering and programming
• Ability to collaborate with the team
• Proficient in MS Office (Word, Excel), SMS, BMS, Estimating, OCV and other Service Related Tools
• Frequent travel up to 50% required
• Single Point Of Accountability (SPOA) to manage the assigned accounts in line with client expectations and TELUS Health service obligations on a 7x24 basis
• Act as the principal conduit to/from the customer for communications and escalations
• Accountable to manage client relationship to instill client loyalty and satisfaction with a focus on revenue retention and growth
• Able to identify opportunities to Sales to support the growth of the business
• Responsible to perform regular account reviews, conduct client satisfaction surveys and Post Incident Reports or Investigations with overseeing the closure of client satisfaction improvement initiatives
• Other duties as assigned or needed
• Articulate the Vodafone Service Proposition and build customer confidence and work cohesively with Sales and Account Management teams
• Provides support to the Client Service Partner in developing global proposal’s incorporating all local service elements
• Provide customers details on service performance and monitor performance during service implementation
• Measure and monitor service performance, including SLA measures, and ensure service reports are produced and delivered within agreed timescales
• Involves space planning, leasing, financial, operational, etc. – working closely with Project Managers, Leasing, Space/CAD & Design and Finance
• Developing yearly strategic plans for each site with operating and staff cost input from the Client Facilities Managers. This includes identification and accommodation of growth; identification and collection of substantial vacancy; work with the business units to ensure efficient space utilization; ensure compliance with strategic plan; developing a furniture strategy in conjunction with design; developing plans to implement new standards and national strategies
• Support business development, support leasing –Plan & prepare Lease Directive in accordance with prescribed Process, assist with strategies – where best to locate/relocate, downsize or terminate – liaison with Business Units – Strategy delivery and Approval Letter preparation
• Ensuring requirements (growth, space, furniture, etc) are identified and approved during plan cycle. Developing plans, capital/expense budgets and reviewing with CBRE/Client Management for operating plan approval
• Bachelor's degree (BA/BS) from four-year college or university. 5+ years corporate real estate experience with emphasis on Strategic Planning, Occupancy Planning, and Transaction Management; expertise in corporate finance preferred with 5+ years asset/portfolio management experience
• Preference is an Architectural graduate, interior designer (ARIDO) or equivalent
• Previous experience in a senior leasing position would be an asset
• Ability to provide efficient, timely, reliable and courteous service to customers
• Ability to effectively present information. Ability to respond effectively to sensitive issues
• Requires advanced knowledge of financial terms and principles. Ability to calculate intermediate figures such as percentages, discounts, and commissions. Conducts advanced financial analysis
• Ability to comprehend, analyze, and interpret complex documents. Ability to solve problems involving several options in situations
• Ability to balance the integration of the requirements and terms of the contract with the needs of the corporate customers
• Proficient use of Microsoft Office Suite Products. Knowledge of real estate-specific software solutions like Tririga, Aperture, AutoCad
• Demonstrates leadership/management skills to deal with issues ranging from senior management level to administrative to maintenance/engineering
• Develops strong working relationships with assigned clients and FIS resources
• In the event of a contractual penalty, calculates and processes service level credits, informs billing team, and notifies client on timing of credit receipt
• May participate in business reviews to learn about clients' strategic direction as well as gain a good understanding of the products and/or services FIS is offering
• Communicates ideas both verbally and in written form in a clear, concise, and professional manner
• Requires good working knowledge of FIS systems as well as the industries in which FIS competes for business
• Ability to handle projects commensurate with job expectations
• Periodic review of the SLA and partner with the Sales and Operations teams to manage proposed scope changes to the SLA
• 8+ experience in Custody Business and/or portfolio servicing environment
• Focuses on accountability, action and outcomes to ensure solutions meet and/or exceed client needs while aligning business deliverables to the firm's mission and goals
• As this role will have regular day to day involvement with senior staff in all areas of Investor Services and in client organizations, the person in this role must be confident, able to communicate clearly and able to represent Investor Services at the global level
• Mandarin language skills is mandatory for business communication both written and spoken
• Base in Beijing, able to travel (not frequent)
• You will have the opportunity to develop strong stakeholder relationships both internally and with our high net worth client base helping corporate service maintain their No1 overall servicing centre satisfaction position
• Chance to work in an area that provides an industry-leading people experience
• Creating a high performance environment and effective team working between your team and wider teams
• Promoting and continually supporting customer service initiatives, demonstrating a commitment to continual improvement and idea generation
• Being responsible for analysis and reporting of team statistics
• Being responsible for the overall service performance of the team
• Undertaking continuous review of staff training and development needs
• Using Performance Management to assist in agreeing individual and team targets, leading, monitoring and motivating up to 14 staff regularly during staff reviews in order to encourage, recognise and reward each individual
• Leading, developing and motivating staff within your team against the achievement of service standards and opportunity spotting
• Ensuring team members are fully informed through a process of two-way communication, which encourages active participation in the running and ongoing improvement of team performance
• Previous team leadership and management experience
• The ability to work calmly and constructively under pressure
• An understanding of the importance of meeting and exceeding client expectations
• A strong level of computer literacy and proficient keyboard skills
• A commitment to provide a world-class service and drive our dedication to the client experience
• Interview: If you’re successful at assessment we'll invite you to attend a face-to-face interview. We want you to be free to choose an interview time that suits you, so we'll provide some options and ask you to select your preferred timeslot via an online booking system
• Your excellent interpersonal, verbal and written communication skills
• You have the ability to work in a fast paced, deadline oriented environment
• You bring an entrepreneurial spirit and the ability to work collaboratively across an organization
• Your proven leadership skills
• Your project management experience is preferred and business analysis, process improvement and consulting experience is a plus
• You have knowledge of the brokerage, family office or RIA industry
• Your advanced knowledge of MS Office
• Handle escalations, take ownership, and provide support and customer service to clients and business areas within JPMorgan
• Working with various areas of the bank for client resolution,
• Responsible for reporting and overseeing team productivity
• Following up on requests, and ensuring timely resolution and follow through
• Resolve customer issues and queries in a way that reflects and expresses excellent customer service
• Liaise with support functions and other business units to ensure the customer receives satisfactory responses in a timely manner
• Ensure all complaints are handled appropriately, leveraging the sensitive client process
• Ad-hoc initiatives to improve quality create efficiency or improve client experience
• Adhere to all departmental and Commercial Banking guidelines
• Proactive in raising potential risk/fraud
• Flexibility to support adjustments to work load (phone and email)
• Ability to quickly adapt and learn new products and technologies
• Graduate with extensive practical experience, working in service management or business analyst roles
• Excellent service management skills : ability to manage multiple client engagements, stakeholders, juggle priorities and deliver to the SLA’s
• Prior hands-on experience related to Business Intelligence projects or requirements definition for Information Management
• Experience to support complex enterprise architecture solutions
• Works willingly and effectively with others in and across the organization to accomplish team goals and is effective working in a matrix environment. Able to work and think independently
• Outstanding verbal and written communication skills in at least English language
• Ability to empathize with client issues and challenges. Interact with internal and external customers in a professional manner
• Experienced in project management methodologies
• Worked on projects related to Multi-Channel Marketing / CRM / Incentive compensation solutions in the pharmaceutical industry
• ITIL certification
• Experience in data management, data warehousing and delivering Dashboard solutions
• Experience in a Technology-based Service delivery or Consulting environment
• Experience in technologies like mobile applications and cloud-based solutions
• Experience in working in decentralized team structures including offshore teams
• Key understanding of the ‘voice of the customer&#8217
• Proven experience in dealing with global customer satisfaction programs
• Excellent business acumen, not specifically IT focused
• Ability to work effectively with all regional leaders to implement global service offerings
• Bachelor’s degree or relevant work experience
• Minimum of 3 years experience working in financial services
• Knowledge of and understanding of Retirement Industry (Non-Qualified plan experience a plus)
• Ability to react and adapt to changes in a positive and productive manner
• Ability to travel (between 15% – 20% of travel is required), and
• Detail oriented with strong organizational skills; ability to handle multiple tasks
• 4 or more year’s previous retail banking experience
• 4 or more year’s previous Leadership or Supervisory Experience
• Demonstrated ability to manage more complex operational issues, including the ability to provide support to other branches in the absence of the Division Operations Manager
• Drives operational efficiency through initiating solutions and/or participating in various bank wide projects targeting such improvement
• 5+ years of banking experience
• 4+ years of supervisory or management experience
• Able to perform all branch functions in the absence of the branch manager
• Understanding of branch financials
• Lead monthly Operational meetings
• Sets expectations and hold individuals accountable

CIB Client Service Manager Resume Examples & Samples

• Minimum 8 years of experience in Custody Business and/or portfolio servicing environment

Hosting Client Service Manager Resume Examples & Samples

• Provide effective and efficient technical services which meet the needs and requirements of client hospital or health system
• Assists in account profitability to meet revenue and margin requirements set at the corporate level
• Continuous risk identification and appropriate escalation
• Identification of risks and opportunities for process improvements. Makes recommendations regarding risk mitigation and process improvement
• Effective utilization and management of resource such that milestones/goals are obtained and staff is motivated and competent
• Responsibilities include, but are not limited to, analysis, selection and modification of enterprise systems, installation of network hardware/software and database management
• Provides direction for the effort required to protect the company’s data, tools and information systems
• Consistent efforts to deliver quality solutions as per agreed scope
• Document issues with resolutions and share with team members to improve team productivity
• Provide data to generate team performance metrics
• Take complete ownership for the assigned task and timely inform the progress of the project / task to all stakeholders
• Possess functional knowledge of assigned application technology
• 2-5 years industry experience preferred
• Ability to build and lead effective, diverse teams
• Strong time management skills and ability to handle competing priorities
• Ability to adapt to a rapidly changing business and technology environment; must be a change leader
• Keen understanding of the financial and banking industries and a working knowledge of the key areas of the bank
• Disciplined approach to managing and acting upon key reports and audits
• Refined professional presentation skills and face to face client servicing background
• Bachelor’s degree strongly preferred and 10 years equivalent work experience with 5 years in customer service
• Minimum of 1 year management experience
• Proficient PC skills including Word, Excel and PowerPoint
• Manage any Service Level Agreements (SLA's) for assigned customers and ensure that all contracted/agreed service levels are met for each element of the services delivered
• Lead the Continual Process Improvement process with the customer, including recommendations for service upgrades - Proactively monitor SITA customer services, identify improvement and risk areas and own the various service improvement plans
• Provide support to develop customer proposals by identifying any local factors that may impact the operational model and/or associated internal and external operations support costs
• Comply with SGS Service Management standards, ITIL processes and practices as defined in the Customer Governance, including: - Actively use the intranet CSM Knowledge Base to share key customer documents as required. - Provide service reports to customers and line management. - Proactively seek improvements and innovations in the services delivered by SITA. - Seek feedback from the customer, agree and own the customer(s) Continual Service Improvement Plans (CSIPs). - Lead Operation Review Board, Service Performance Review, or any other service related customer meeting in line with contractual obligations and SGS standards. - Hold regular service reviews with service providers, where required, to review the quality of services delivered in support of the assigned contracts and ensure that any Service Improvement Plans (SIPs) required are defined and implemented
• Manage other client service staff assigned to support the customer(s)
• Organizational knowledge and sensitivity
• Common to all CSM profiles
• Bachelor's degree in IT, Telecom or Business, or equivalent
• SITA Service Management Certification Level 2 (=ITIL Foundations)
• ITIL Service Management Certification as per SGS standards Depending on the solution scope of each customer assignment, specific certifications and in-house education is required. Specific to CIS
• SITA CIS Education program
• Other SITA CIS certifications as per SGS policy (when available) Desktop/EUC - SITA EUC certifications as per SGS policy (when available) Specific to PSL - SITA PSL certifications as per SGS policy (when available) Specific to GSL - SITA GSL certifications as per SGS policy (when available) Specific to ASL - SITA ASL certifications as per SGS policy (when available)
• Establish and maintain Customer context to align the Services organizations efforts, while providing quality scoping of Customer requirements so that multiple areas of the business can fulfill with ease
• Act as a primary point of contact for a Regional/Territory named Customer base, engaging the right resources within Akamai to both manage and escalate business issues
• Manage and drive both expectations and compliance with regards to the Customer’s selected Service and Support tier, both with the Customer and inside Akamai
• Perform as an active contributor to Regional and Global Customer programs
• Accomplish KPI targets set around responsiveness, proactivity, quality and compliance
• 3+ years’ experience in a Customer-facing environment, such as relationship/client management, account management or similar
• Good business writing and communication skills
• Provide ITIL-compliant service management to assigned customers
• Manage all customer requests for service promptly and professionally
• Comply with SGS Service Management standards, ITIL processes and practices as defined in the Customer Governance, including: - Actively use the intranet CSM Knowledge Base to share key customer documents as required - Provide service reports to customers and line management - Proactively seek improvements and innovations in the services delivered by SITA - Seek feedback from the customer, agree and own customers' Continual Service Improvement Plans (CSIPs)- Lead Operation Review Board, Service Performance Review, or any other service related customer meeting in line with contractual obligations and SGS standards - Hold regular service reviews with service providers, where required, to review the quality of services delivered in support of the assigned contracts and ensure that any Service Improvement Plans (SIPs) required are defined and implemented
• Escalate operational issues as required and act as the operational point of contact for Customers, Users, Service Providers and line management
• To manage other client service staff assigned to support the customer(s)
• Commercial responsibilities for assigned customers
• Contribute to the growth of both SM and OOB revenue of additional services by network orders from the Service Review Meetings
• Support SGS territory management during bid support
• To develop a close working relationship with SITA's account director (s)/manager(s) and to actively contribute with Sales in identifying and winning new customer business opportunities or contract renewals
• To contribute to the evaluation of solutions, resources and costs of dedicated or bundled service management proposals when requested by management
• 2 years or more experience in a related role, delivering IT services to internal or external customers
• 1 year or more management experience in a customer facing environment. Working independently desirable
• Experience in Airline / Air Transport industry: desirable
• Basic product knowledge of key SITA Communication Products (scope depending on services to be supported by customer contract assignments)
• Service Management process knowledge (ITIL Service Support & Service Delivery)
• Represents client internally and coordinates with other functions to implement client systems, complete projects, and address ongoing service needs
• Jobs in this function may work closely with sales on renewals and up-selling, but incumbents do not have specific sales goal accountability or primary responsibility to close sales
• Account management jobs focused primarily on relationship and service management belong in this family; jobs with significant sales responsibilities or sales-related incentives (including 'OTH' plans) belong in a sales band
• Enter all driver logs into JJ Keller driver management system. Maintain all records in True North
• Maintain Vehicle Maintenance Files & Condition Reports
• Maintain driver Qualification, Drug and Alcohol Files
• Inform Transportation supervisors of necessary training and DOT com-pliance requirements and due dates
• Attend and Participate in all Safety Training courses as directed by supervisor
• Identify and coordinate applicable clinics to be used in all required locations across the US
• Builds, expands, and solidifies relationships with existing clients at all levels within the company
• Has retention goals
• Bachelor's degree and 5 or more years client coordination and/or claims management experience
• Professional designation may be preferred, such as CPCU, CIC or ARM

Employee Benefit Client Service Manager Resume Examples & Samples

• Manages an assigned book of business and builds, expands, and solidifies relationships with existing clients
• Leads appropriate resources to address the client's risk/capital management needs
• Cultivates relationships with the most senior buyer in the client organization as well as with day-to-day client representatives and buyers
• Effective management of the client relationship and resolution of client issues
• Provides leadership for those involved in the development, design and optimization of one or more information technology and systems functions supporting business processes and technical information systems platforms
• Ensures infrastructure architecture standards maximize efficiency and support platform compatibility
• Customer focus and close alignment with the customers’ business objectives
• Ensure efforts to continually improve domain knowledge
• Ensure the quality of the deliverables as per the defined defects standards
• Work under the direction of the Manager to provide application solutions for assigned business areas
• Interact with business users to understand new business requirements and enhancement requests
• Serve liaison role between application technology vendors, internal IS groups, and business users
• Translate business requirements into product-specific designs and configuration, detailed requirement specifications and use cases
• BA or BS Degree, and/or relevant business experience
• 5-10+ years industry experience preferred
• 10+ years experience in information technology delivery management preferred
• 10+ years practical experience in providing technical support and maintenance in assigned product preferred

Client Service Manager / Principal Consultant Resume Examples & Samples

• Identify and develop new business opportunities, and deliver responsive, high quality environmental/consulting services to the environmental sector (e.g., air, water, waste water, storm water, and remediation)
• Budget, scope and schedule development, monitoring and adherence for tasks and projects managed
• Work with project managers on strategic pursuits, including proposal development and client meetings, and help to maintain strong relationships with key planning leaders within the Texas region
• Quality Analysis/Quality Control of key deliverables related to projects and tasks managed, as well as projects and tasks managed by others. Responsible for implementation of firm quality procedures at project and task levels
• Prepare technical documents and reports
• Pinpoint and market new clients within the greater Texas area
• Maintain and grow existing client accounts
• Mentor other engineers and environmental staff

CIB Investor Services Client Service Manager VP Resume Examples & Samples

• Bachelors Degree, MBA or CPA desired
• Fluency in Spanish is necessary
• Conversational Portuguese is a significant plus
• At least 6 years of experience in financial services with client servicing and/or operations, fund accounting or custody background
• Strong executive presence, strategic thinking and influencing skills
• Works on renewal and new business marketing
• In partnership with the Production team, takes a leadership role in the renewal process, ensuring that the best possible solution is delivered to the client in a high-quality & timely manner
• Bachelor's degree with 3+ years client service and/or claims management experience -OR- High School degree/GED with 8+ years client service and/or claims management experience
• Insurance Producer's License
• Assures client satisfaction by maintaining overall operational relationship for clients. Builds strong partnerships with the Relationship Managers and other client support teams to align business objectives to meet the needs and service expectations of the Clients
• May be primary or escalation point of contact for researching and resolving both internal and external issues
• Provides ongoing relationship development through proactive efforts, including outbound calls to client Senior Operations Management, in order to increase revenue retention. May Facilitate the Client communication and delivery process as it relates to association releases, regulatory changes, product/platform upgrades, fee revisions and system enhancements. Consistently analyzes and monitors the Client’s processing environment to identify and implement strategies for operational efficiency and cost savings
• May manage the overall incidence response process between the Client and First Data. This includes Monitoring and consolidating service level requirements to ensure compliance with Client specific Service Level Agreements (SLA’s)
• Communicate SLA performance levels to Clients. Maintains accurate and up to date documentation of the Client architecture, product utilization, and/or processing environment, and custom processes by utilizing appropriate systems and tools to track Client interactions
• Works closely with the Project Team for Internal Strategic and Client specific projects and initiatives
• Assist with the Client training process as it relates to platform applications, association releases, and product functionality, reports and processes
• May Participate in business reviews and/or creating operational performance reviews
• May perform regular comprehensive systemic audits on Client portfolios to ensures optimum processing integrity

Wholesale Client Service Manager Resume Examples & Samples

• Manage the relationship, together with the Client Relationship Managers (CRMs), and ongoing client servicing of the wholesale client base investing in various assets classes
• Work with the CRMs to appropriately expand the existing client relationship to the benefit of both the client and UBS which includes exploration of new capabilities and services to improve client outcomes
• Act as a first point of contact for queries and requests from wholesale clients and UBS internal departments handle the co-ordination of the client on-boarding process, liaise with relevant internal stakeholders and partner with our corporate centre offices to ensure the client's legal, regulatory and operational needs are understood and adhered to
• Identify opportunities to develop new procedures and controls to create more efficient processes
• Manages new and existing complex client installations, working cross functionally to deliver services in the agreed upon timeframe and according to client expectations. Leads internal collaboration sessions to ensure quality assurance and control during the planning and implementation
• Responsible for owning and resolving a wide range of standard and non-standard client requests and account issues. Proposes and develops solutions cross functionally to solve non-standard client requests
• Demonstrates proper and prescribed use of Equinix systems, tools and processes (e.g. case management, ticketing system, etc.)
• Supports Sales Team to eliminate their involvement in non-sales activities
• Collaborates with Marketing to identify potential clients for case studies for Equinix
• Federal Government experience preferred
• Minimum of 5+ years in a CSM equivalent role or prior relevant Equinix experience
• Assist in our Information Management practice in the identification and development of new target clients, as well as management of existing client relationships
• Support Account team goals by actively participating in strategy meetings, including Consultant recruiting and retention, marketing and business development efforts, and operational excellence
• Bachelor’s degree from a four-year accredited institution is required, and a business designation is a plus
• Successful candidates generally have a minimum of 3+ years of professional services and/or industry experience
• Functional and prior consulting experience in one or more RGP core practice areas, such as information management/technology, is desired
• Strong professional network in the Seattle market is desired
• “Hungry” or “Go-getter” mentality
• A high level of enthusiasm for building a book of business and a personal sense of urgency and capacity to overcome obstacles

CIB Investor Services Client Service Manager Associate Resume Examples & Samples

• Strong organizational, project management and planning skill sets
• Compliance mindset with a solid understanding of risks associated with the provision of services to clients in our line of business
• S/he will interface daily with clients and must have the ability to build relationships. Confident presentation skills, persuasive speaking and oral skills are a prerequisite for the success of this profile
• An understanding of the major financial products: swaps, fixed income, equities, futures, options, currencies
• Quality of Work: Accurate, neat, attentive to detail, consistent, takes time to do it right, thorough, high standards, follows procedures
• Dependability: Consistent attendance, punctuality, and reliability. Follows policy completely
• Communication: Adept at oral and written communication, shares information with peers and supervisors, handles internal and external communications
• Internal/External Relationships: Agreeable, constructive, flexible, helps without being asked, handles customers/vendors/outsiders, seeks and maintains good relationships, expedites orders and projects
• Judgment: Tactful, displays sensitivity, uses common sense, maintains confidentiality, makes sound decisions, sizes up situations, takes appropriate actions
• Organizational Abilities: Sets realistic priorities, organizes time, sets schedules, meets deadlines, completes projects on time, uses time well, does not waste time, ability to coordinate with others
• Volume of Work: Keeps up with workload, meets crash programs when necessary, steady, consistent, willing to put in extra effort
• Job Knowledge / Technical Skills: Knows what has to be done, seldom needs instruction, proficient in all technical aspects of job, knows how to run equipment, able to work independently, able to instruct, guides and trains others, understands safety/security procedures and maintains them
• Motivation: Genuine commitment to job, energetic, self-starting, shows initiative, commitment, positive attitude, enthusiasm, and high energy level
• Reaction to Stress: Can be depended upon when deadline pressures intensify, able to remain calm and effective despite irritation or changes in plans and policies, rarely loses temper, shows good frustration tolerance, able to handle irate customers/vendors
• Problem Solving: Troubleshoots, quick insight and able to learn, handles complex assignments, analytical, gets to the point quickly
• Creativity: Innovative, generates original solutions, develops new options, and suggests improvements, willing to try new concepts
• Decisiveness: Willingness to make decisions, makes appropriate decisions, asks questions when needed
• Hygiene: Clothing appropriate to work (IE: work clothes, uniform, etc.). Comes to work clean, no offensive odors, appears healthy and clear-eyed – not flushed or pale, alert, physically capable (IE: clear speech, awake)
• Represents and supports high profile Fiserv clients directly
• Serves as a liaison between the Client Care and other internal areas such as Professional Services and Development. Serves as escalation point of contact for reported issues
• Maintain thorough understanding of all Fiserv applications and services applicable to our client base
• Maintain and build the overall client relationships to ensure satisfaction of all Lending Solutions products. Maintain on-going contact as deemed applicable for each client such as Weekly, Monthly, Quarterly conference calls and on-site as needed
• Work with Client Care staff to facilitate the timely resolution of outstanding business/relationship issues each client may have. Maintain relationships with clients to verify satisfaction or to resolve complaints
• Through ongoing contact provide support, review business issues, resolve service issues and recommend enhancements, policy/procedure modifications
• Works with Account Managers and client care specialists on assigned client requests
• Review trends in issue reporting, service and client activity to proactively address potential support challenges, through recommending client training/consulting, use of different features/options, system enhancements or changes in operational support
• Coordinates the turnover of clients to client care with newly converted clients. Performs other duties as required
• Minimum 3 years experience with financial services, banking, or credit union operations
• Account/Relationship management experience
• Experience with loan originations/underwriting is a plus
• Must be able to interact with others in a positive, professional manner
• Excellent teamwork capabilities- ability to work well with all levels of management
• Ability to meet critical deadlines
• Ability to influence at all levels within the organization
• Ability to adapt quickly to changing focus/needs
• Ability to multi-task in a very fast-cased environment

Client Service Manager Supervisor Resume Examples & Samples

• Bachelor's degree wit 3+ years client service and/or claims management experience -OR- High School degree/GED with 8+ years client service and/or claims management experience
• Ability to travel up to 25% of the time
• Work with Relationship Manager to develop and execute account plan and manages the commercial aspects of the relationships and delivers against the agreed account plan
• Proactively manages client relationships to improve client satisfaction, reference potential and to optimise client retention
• Identifies and pursues opportunities for revenue expansion with clients to expand current offering and by involving other parts of Mercer and MMC
• Acts as conduit and “face of Mercer” to the client, providing ‘visibility’ of Mercer within the client organisation
• Assists the Sales team as appropriate with submissions and tenders
• Partners with other Mercer teams to actively promote Mercer services and products to the clients and membership base
• Degree qualified in finance or superannuation related fields and RG146 compliant
• Minimum 5 years’ experience in client service or business development within a financial services environment
• Exceptional relationship management skills, both at the individual and corporate level
• Respond to queries from distributors and clients
• Proactively supply relevant product information, monthly fund factsheets, fund commentaries and manager updates to distributors and clients
• Act as liaison between FT internal and external clients in handling client communications, including but not limited to corporate action notices/events, and ensuring timely delivery of information relating to client reporting services/changes
• Produce business/country presentation updates
• Represent Sales team in internal projects and provide inputs on implementation of new processes, procedures or new product launches
• Be a power super in CRM (IRIS) system utilization to ensure all client activities/communications are captured in system in an effective manner
• Prepare internal management reports, external reports as per clients’ requirements (e.g. regulatory reports, industry and performance reports)

Client Service Manager, Institutional Trust Resume Examples & Samples

• Manages the administrative and relationship needs of institutional trust clients
• Maintains and develops client relationships exploring opportunities to provide additional products or services. Partners with other Client Relationship Managers and Relationship Managers/Client Executives to expand shared relationships
• Cultivates strong working relationships with client contacts. Demonstrates ability to add value by anticipating possible solutions and partnering with client and internal partners to implement
• Responds to inquiries from clients and coordinates client activity
• Works with internal partners throughout the bank to facilitate implementation of solutions to client needs
• Documents services provided, specialized procedures, and on-going written communication with clients in managing daily activity
• Develops understanding of client's business, objectives, goals, and market challenges to ensure they are compatible with the bank's market strategy
• Recommends new services and products with an awareness of the impact decisions have on the organization
• Develops an understanding of client profitability
• Travels to client locations with RM/CE on a selected basis where revenue, new business opportunities, and/or servicing require a call
• 3 - 6 years experience in financial servicing/accounting fields, with client servicing background
• Knowledge of trust or asset management, finance, and/or relevant business segment specific issues, usually acquired through work experience, is required to manage client relationships and consult on client needs
• Skills in negotiation, leadership, sales, and client servicing are necessary to service the client relationship
• Knowledge of applicable industry laws and regulations, usually acquired through prior work experience
• Knowledge of portfolio management concepts, usually acquired through formal education or experience, is needed to consult on client needs
• Leading delivery of onsite & offsite development teams
• Setting development priorities & ensuring on-time delivery
• Provide best practices for all aspects of the product/service lifecycle and deliver quality solutions that meet desired business outcomes
• Provide technical vision and subject matter expertise for enterprise platform development
• Partners with Product Owners and business stakeholders to identify, prioritize, incubate, and introduce innovative solutions to the ADP product portfolio
• Collaborate to develop conceptual and detailed development plans, and work with internal and external resources to drive the plans to completion
• Evaluate and select technical solutions based on business requirements and standards
• Own the strategic, tactical, and operational aspects of the product development
• 3+ years of experience leading and coaching software development teams in an agile model
• Able to bring clarity and progress to topics despite being given conflicting requirements
• A knack for talent evaluation and driving significant organizational change
• Results-focused and passionate about driving teams to build innovative solutions
• Experience with agile development methodologies and promoting a continuous improvement mindset and culture
• Process driven spirit and mindset who can remain upbeat and creative in a changing business and customer climate
• A deep customer focus with the ability to align product and technology strategy to key customer pain points
• Enjoys building things from scratch, prefer experimenting with new ideas vs. following the conventional path and aren't afraid to fail as long as you learn from it
• Passionate about innovation, particularly how large organizations can use various technologies, partnerships, and even educational institutions to accelerate innovation efforts
• Experience in developing product platform
• 10+ years of application development experience and having full application development to deployment experience
• Experience with (SDLC) software methodologies such as Scrum/Agile
• Experience in Event based systems, integration technologies (MQ/Message Broker, Kafka/Camel, etc.) Kafka, Camel
• Experience in J2EE, Design Patterns and SOA/Integration technologies
• Familiarity with Puppet, Artifactory, Jenkins, GIT, Maven
• Experience with DSL software development languages environments
• Train and mentor team members and identify development needs across the team, working with Vice President to coordinate additional training as needed
• Serve as an acting backup to the Vice President, providing leadership, guidance and direction to team members in the absence of the director
• Analyze team statistics and prepare reports for the Vice President
• Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units
• Bachelor's degree or equivalent in education and/or experience
• At least 5 years of experience
• At least 3 years of direct people leadership experience
• Proven experience in leading a team within a service organization
• Created, initiated and driven service metrics
• Developed and initiated New Client Service Strategies
• Excellent collaboration, organizational, time management, customer service and problem-solving skills and the ability to work accurately and meet deadlines with frequent interruptions
• Strong client relationship building skills
• Ability to recognize basic procedural issues as they arise and escalate to the appropriate level
• Manages all daily activities for an Implementation team, ensuring appropriate support is delivered in an effective and timely manner to both clients and associates. Ensures alignment to the Implementation Breakthrough methodology thus promoting standardization and reinforcing a unified ADP framework. Leverages relationships and collaborates with various cross-functional business partners to enhance the client experience
• Responsible for the human resource management activities including maintenance of proper staffing levels, resource optimization, dynamic load-sharing, employee relations, mentoring, talent/career development and rewards/recognition. Ensures that timely and effective training is provided to enhance the skill base of the team and overall department. Encourages, recognizes and rewards ongoing associate development. Uses coaching opportunities to further enhance the associate's performance. Prepares associates for growth opportunities
• Works directly with large, geographically dispersed Sales Teams, department/team leaders and clients on escalated situations that require management level involvement, including issue resolution. Continually cultivates, develops and maintains positive business relationships with the Sales organization at all levels
• Leads, inspires and ensures appropriate associate ownership and accountability in a geographically-dispersed virtual matrix-managed organization. Establishes and attains clearly defined team and individual goals and objectives. Provides performance feedback versus objectives and conducts annual performance reviews on all associates
• In partnership with other Implementation Managers, responsible for meeting performance targets such as new business revenues, associate engagement/ retention and other metrics. Takes a proactive approach to new business management to anticipate and mitigate issues and accurately assess, communicate and address trends
• Manages client expectations and monitors deliverables to client. Works as a business partner with client to resolve issues and achieve project goals. Acts as focal point for clients to discuss changes, handle client escalations, and manages strategic changes in business
• Proactively contacts clients during implementation process to access their satisfaction and the team's ability to deliver comprehensive solutions. Monitors Implementation quality and productivity using established metrics. Participates in the analysis of client feedback to identify trends, strengths and opportunities. Identifies and implements changes to improve the overall client experience
• Participates actively/leads task force teams, advisory boards, kaizens and councils
• Minimum of 5 years of directly related experience to the responsibilities of the role
• Minimum of 5 years of direct people leadership experience
• Bachelor's degree or the equivalent in education and experience
• Must sit in the San Dimas, CA or El Paso, TX office
• Serve as primary Voluntary Benefits client contact and manage all related day-to-day client maintenance, implementation and renewal activities for multiple clients of various complexities simultaneously
• Develop, implement and manage project plans outlining tasks, resources, and timelines in conjunction with the client
• Define the client’s scope and effectively manage change and risks throughout the ongoing activities
• Coordinate and perform all tasks such as plan design, RFP’s, contracts, communications, training, testing, enrollment, carrier files, payroll, billing, and ongoing administration
• Develop renewal presentations including recommendations to improve participation, introduce new products and present annual evaluation trends
• Complete a revenue/expense analysis for each client to determine profitability viability
• Track, summarize and present client expense and enrollment statistics
• Support new business activity with the creation of new client presentations, RFP’s and prospecting/selling as needed
• Address any client or carrier issues in a timely manner to determine root cause while establishing proper resolution
• Support team members with quality checks of various documents, presentations and files
• Create effective communication strategies and materials, such as newsletters, benefit summaries and highlight brochures
• Present at client meetings, Human Resource seminars, and Benefits Fairs
• Train clients and benefit counselors on benefit plans and enrollment processes
• Ensure client goals and special projects are met while reporting status to leadership
• Initiate, promote and implement continuous improvement of procedures, processes, standards and programs to gain cost-effectiveness and efficiency
• Develop and maintain skills, knowledge and proficiencies required to be effective in renewal techniques and in support of client strategies, goals and objectives
• Continually build knowledge and skills to keep pace with market trends
• Market analysis which includes providing RFPs to the market, analysis of the results and summarizing into a presentation
• Vendor and relationship management
• Minimum of 3 years of account management, client service and/or project management experience in benefits brokerage and insurance, benefits consulting or benefits administration is required
• Demonstrated Voluntary Benefits knowledge is highly preferred
• Life and Health License preferred; If not licensed, required to obtain Life and Health License within first 90 days of employment
• Day-to-day management and consultancy to clients on accounts
• Organise events, sponsorship activations and ticketing/hospitality programmes
• Coordination of brand ambassador activity and rights
• Assisting in the development of creative ideas, undertaking research as requested to ensure they are possible to implement within specific parameters and budget
• Communicate effectively with internal and external customers by identifying customer's expectations and develop a strong working relationship. Conduct meetings with customers, Retirement plan service representatives, marketers, CPAs, and attorneys, and present a high degree of professionalism while representing the company
• Market company products and services supporting the Total Retirement Suite strategy. Build and retain customer relationships and assets
• Anticipate, quickly recognize, and research unusual or complex situations independently. Use creativity, problem solving skills, and in-depth product knowledge for successfully arriving at solutions for retaining clients at risk and resolving complex client issues
• Manage Retirement plan services (e.g. reports, compliance, benefit payments) for assigned customers. Anticipate customer needs and assist them with complex plan administration including education and consulting on plan design, compliance, and contract and plan member services, recognizing the effects on customer retirement objectives
• Bachelor's degree or equivalent of 8 years’ experience
• 4+ years related experience in the retirement / financial services industry
• Defined Benefit plan administration experience is preferred
• FINRA Series 6 registration may be required
• Strong written and verbal communication, interpersonal and problem solving skills
• Basic math, organizational, reading comprehension, interpretation, negotiation and analytical skills
• Requires extensive knowledge and understanding of plan and contract documents, manuals, procedures, and company products and services
• Requires advanced business unit knowledge and technical skills, including knowledge of all products, regulations, and laws
• Ability to balance working independently with working in a team environment
• Ability to coordinate a large volume of customer activities
• Some overnight travel may be required to conduct customer meetings independently
• At least 6 years of experience at an Asset Management firm, Hedge fund, Private Equity fund, Accounting firm, Fund Administration provider or other financial market organizations servicing clients
• Global Custody operations experience
• Knowledge of Global Custody, Fund Administration, Mutual Funds and/or Hedge Funds and an awareness of interdependencies of these products
• Energetic self-starter, s/he will need to take initiative and operate with a degree of autonomy
• S/he will interface daily with clients and must have the poise, experience and ability to build relationships. Confident presentation skills, persuasive verbal and written skills are a prerequisite for the success of this role
• Proven ability to work closely with multiple product teams to ensure consistency of service delivery and client satisfaction levels
• Proactively discuss and/or support products and services, and plan design with plan sponsors
• Assist clients with requests for plan changes and ensure the necessary project plans are followed through to completion
• Assess, recommend and/or create custom client and participant Education Program(S) and schedule participant education workshops with the plan sponsor
• Conduct and/or support in-person Annual Plan Reviews for all plans with assets greater than $10m. Conduct and/or support Annual Plan Reviews via conference call for plans under $10M or in person as necessary
• Assist Sales in pre-sales meetings by attending in-person or via conference call as necessary
• Monitor profitability of clients and recommend appropriate revenue generating products and services
• Provides mentoring & constructive feedback to new associates on a consistent basis
• Effectively handles escalated calls
• Proactively assists with critical clients
• Takes part in disaster recovery testing and provides feedback on system enhancements
• Bachelor's Degree or its equivalent in education and experience
• Demonstrates strong oral/written communication skills
• Demonstrates strong listening skills
• Utilizes tools to support daily functions such as Microsoft Office Products (Word, Excel, Outlook, etc)
• Demonstrates ability to learn other proprietary system tools (Omni Plus, Power Image, and Clarify)
• Proficiency in using payroll and recordkeeping systems
• Proven relationship-building skills
• Strong time-mgmt, organization and problem solving skills
• Ability to coordinate and take the lead on conference calls
• Series 6, 63, and Life Insurance licensing is required to be obtained within set timing standards
• 4 year degree or related business experience or advanced degree. Defined Benefit experience desired
• Excellent verbal and communication skills and presentation skills
• Proven analytical and technical skills
• Proven ability to work on multiple tasks simultaneously
• Ability to work independently and be a team player
• Proven organizational skills and prioritization skills
• Ability to think quickly in stressful situations
• Ability to communicate ideas in a clear, concise, and articulate manner
• Ability to react to change productively and handle other essential tasks as assigned
• Operates within Payments and Cash Management Client Management team working with HSBC Group's CMB Large Corporate / Mid-Market as well as Global Banking customers in providing and supporting the full range of payments, cash management and Trade related products and solutions. PCM is a provider of choice for clients doing business both domestically and internationally
• The jobholder is expected to meet clients and forge strong relations and to assist team members with this relationship building, inclusive of seeking new opportunities, expanding on the existing portfolio, increasing wallet share and generally ensuring the performance of the client. The role holder has to also ensure client satisfaction including identifying and dealing with actual or potential business or relationship risks
• Experience leading and developing teams of a geographically diverse nature
• While in the process of delivering to meet customers’ expectations, this person is required to ensure that the team operates within the parameters established by external regulators in the region, and is also subject to internal Group parameters. Therefore, a broad knowledge of the business environment and the banking and regulatory framework, as well as a strong working knowledge of HSBC's operations, systems, products and services is required
• EBV Target – 5% average growth of team portfolio revenue
• Average PCM Wallet Size – Over $500K USD in revenues

Client Service Manager, Custody Resume Examples & Samples

• Ensures and maintains client service levels to dedicated client by ensuring the timely and accurate delivery of reports/information, attendance at operational meetings both internally and externally with key client contacts
• Provides technical expertise for new or complex products/services and oversees the implementation of new processes to support these products/services on an ongoing basis to ensure that client needs are met
• Be Subject Matter Expert for Client and internal GFS projects
• Assists client and partners with complex problem resolution
• Proactively lead the client experience/relationship within GFS
• Recommends enhancements to business for client account set-up, products, or services based on inquiries received or actions from Service Reviews

Technical Client Service Manager Resume Examples & Samples

• Act as the primary interface to the assigned customer(s) dealing with all customer service matters and escalations. Actively manage any customer major incidents or potential major incidents, contribute in technical troubleshooting, ensuring that SITA always meets the agreed service commitments
• Proactively identify and analyze trends, anticipate customer technical evolution, make recommendations and resolve complex technical issues and changes
• Provide change management technical validation; contribute to the customer operation configuration design & review (preparation, configuration and acceptance testing; perform design and configuration appraisal & audit); provide technical implementation advice and support to Delivery as needed
• Manage any Service Level Agreements (SLA's) for assigned customer, by driving the coordination of activities across SITA's Business Units and SITA's service providers, to ensure that issues adversely affecting the delivery of service or affecting customer satisfaction are dealt with speedily and effectively
• Proactively monitor SITA customer services, seek improvement and innovations in the services delivered by SITA, identify risk areas & mitigation plans; own the Continual Service Improvement Plans (CSIPs), including recommendations for service upgrades
• Ensure preventive actions such as annual MCS failover testing is carried out
• Comply with SITA Service Management standards, ITIL processes and practices as defined in the Customer Governance, including
• O Maintain customer inventory and documentation
• Degree and qualification in IT, Telecommunications or equivalent
• Cisco CCNP qualification or CCNP equivalent experience. Ideally, CCI
• Riverbed RCSP (WAN optimization, APM, etc) qualification or RCSP equivalent experience
• ITIL Service Management (Foundation) is advantageous
• 5 years of experience managing or supporting complex global network environment
• 2 years or more experience in global enterprise environment
• 2 years or more experience in a customer-facing role
• In-depth understanding of network operations, and advanced level of knowledge of Cisco Routing and Switching
• Strong client service management skills, with superior communications, analytical and problem solving skills
• Experience in NPM (Network Performance Monitoring) and APM (Application Performance Monitoring)
• Good knowledge on configuration and management of Cisco (routers, switches, ASA, CUCM, etc) and Riverbed products (SteelHead, SteelCentral, etc)
• Solid understanding of IPVPN based on MPLS, in-depth knowledge of routing protocols, i.e. BGP, EIGRP, OSPF, RIP, ISIS, etc
• Understanding and experience with switching protocols (e.g. STP, PVST+, RSTP, MST, VRRP, HSRP, GLBP) and voice solutions (e.g. Cisco IPT, MS Lync)
• Ability to analyze, draw conclusions and propose recommendations to resolve customer’s moderately complex problems
• ITIL service operations and service delivery knowledge
• Determined to succeed, has a “can-do” attitude, shows positive team spirit co-working in a dynamic, and sometimes unfamiliar environment
• Ability to work under pressure and multi-task; ability to manage his/her own time effectively
• Ability to build and maintain relationship with peer and management levels both with clients and within SITA
• Ability to troubleshoot complex multi-vendor environment VPNs
• Educates clients on various FIS processes and procedures assisting with awareness, navigation and self-help tools (note: this role is not responsible for opening requests or being the direct point of contact for support or project related items
• Conducts regularly scheduled status calls with client to discuss important key service topics, to review projects in client’s queue and to discuss available service offerings
• Monitors monthly service level/availability management reports to identify possible trends in service level agreement (SLA) “misses” and contacts appropriate product area if “misses” fall within guidelines of a contractual penalty
• In the event of a contractual penalty, calculates and processes service level credits, informs billing team and notifies client on timing of credit receipt
• Bachelor’s degree in business or related field or the equivalent combination of education, training, or work experience
• 4+ years of customer service or client management experience
• Banking or related financial industry experience is a plus
• Ability to work with Microsoft Word, Access, Excel, PowerPoint
• Ability to build strong relationships within all levels of a client
• Requires human relations, negotiation, and documentation skills
• Proficient in MS Office (Word, Excel)
• Frequent travel among customers throughout the great Puget Sound Area
• Associates/Bachelor’s degree in Electronics / Mechanical or other related technical field preferred
• Experience in Industrial (PLC) or Commercial Control Systems (DDC/BMS) and HVAC applications preferred
• Fundamental knowledge of energy control strategies (CEM and/or LEED certifications preferred)
• Proficient with SAP, Oracle, Estimating, Customer Satisfaction Metrics and other Service Related Tools
• Reports to the Head of Processing Service, with responsibility for leadership and direction of up to 10 associates
• Ensure World Class Service delivery to clients
• Ensure that all payrolls and associated services are delivered accurately and on time
• . Articulate the Vodafone Service Proposition and build customer confidence and work cohesively with Sales and Account Management to teams
• . Provides support to the Client Service Partner in developing global proposal’s incorporating all local service elements
• . Provide customers details on service performance and monitor performance during service implementation
• Lead daily activities of the team to ensure Client Service needs are met in a timely way
• Train and mentor team to enhance Client Satisfaction
• Evaluate Associates on performance and complete annual performance appraisals
• Enhanced understanding and implementation of Business Unit's strategic goals. Oversee the use of standard process workflows by team
• Train and mentor team members and identify development needs across the team, working with Director to coordinate additional training as needed
• 5-10 years experience in information technology delivery management preferred
• 5-10 years practical experience in providing technical support and maintenance in assigned product preferred
• Builds, expands, and solidifies relationships at all levels within the company
• Prepare and negotiate fee-based pricing of services, ensuring account profitability in a value-based approach for the scope of service and costs associated with the client service agreement
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, Power Point)
• Understanding of allocation and invoicing
• Ability to do loss and coverage analysis
• Ability to create professional coverage summaries and proposals
• Some client facing
• Ability to have high response time in a fast paced, team oriented environment
• Professional designation preferred, such as CPCU, CIC or ARM
• Appropriately licensed and/or certified (PA P/C Producer License)
• Knowledge of Applied/EPIC Agency Management system a plus
• Understand the client’s strategy and requirements to enable BNP Paribas Securities Services to deliver on the client needs
• Create a strong understanding of the client needs throughout Operations and business generally
• Engage the Operations teams in the pursuit of service quality delivery and improvement
• Manage the operational contact between client and the operational areas by ensuring a full understanding of the client’s needs and expectations across the organisation and providing clarity for the actions required to service the client
• Facilitate the resolution of escalated operational issues within a formal service governance framework
• Monitor the performance of the service delivery against the operating procedures and service levels agreed with the client
• Use issue logs (query database) for review both internally and with the client
• Identify and produce key management information / business metrics (based on the global standards) appropriate to the client relationship that will help manage the client relationship
• Ensure formal regular performance reviews are conducted with clients (frequency according to strategic priorities and client needs)
• Document, coordinate and resolve problems or issues affecting the quality of service delivery
• Be responsible for maintaining action plans, client agreements and Service Level Agreements (SLAs) and ensure they are fit for purpose and up to date
• Contribute to product/service development initiatives
• Identify and coordinate service delivery modifications in response to changes in the client activities by raising change projects within the existing service scope
• Refer new business development opportunities to the Relationship Manager (or cover the role of the relationship manager if no one is assigned to the client)
• Ensure consistent messages are delivered to clients around business recovery incidents in accordance to issued guidelines
• Ensure an aligned service delivery and communication approach to our clients across our internal business lines
• Host client service governance meetings
• Manage client review, due diligence and audit visits
• Contribute to client strategy meetings with relationship managers
• Coordinate the gathering of business requirements and development of functional design specifications
• Document plan requirements and coordinate the development of processes & procedures
• Establish and cultivate relationship with clients, vendors, carriers and internal departments to ensure successful implementations, renewals and ongoing administration
• Develop and monitor Quality and Production initiatives
• Lead and manage regularly scheduled meetings associated with the project
• Experience with business requirements gathering, definition and documentation techniques is required
• Project Management and/or client delivery experience in the benefits broker industry is highly preferred
• Experience within a health care, health and welfare consulting, insurance brokerage, human resources consulting, and employee benefits industry is preferred
• Related exposure to Benefits Administration, COBRA, FSA and Call Center environments is preferred
• Proven ability to successfully manage multiple projects of various complexity simultaneously, prioritize projects, meet deadlines, and operate in a fast-paced work environment
• Strong project management and project planning skills
• Proven ability to build rapport while providing superior customer service and maintaining positive relationships with internal teams and client contacts
• Skills in delegating tasks and responsibilities
• Disciplined in summarizing and reporting status/results regularly
• Excellent problem analysis, troubleshooting, problem solving and decision making skills
• Possess proactive mindset to seeks information to create effective solutions
• Skills in coaching, mentoring, teambuilding and motivating others
• Ability to work well independently and as a team member
• Ability to follow through on and successfully execute tasks while adhering to specified quality standards
• Excellent working knowledge in the Microsoft Office Suite, including Word, Excel, Access, Project, and Outlook
• Manages a client services unit. Conducts the performance management process, identifies training and development needs, and establishes performance standards
• Determines staffing needs, making hiring and firing decisions, handles salary administration, and ensures resources are available to accomplish priorities
• Participates in developing the business unit strategic plan, and sets goals and priorities based on the direction set for the unit. Follows through to ensure objectives are met
• Develops unit(s) budget and manages the expenses for the unit
• Provides leadership and guidance to staff, fostering an environment which encourages employee participation, teamwork, and communication
• Oversees daily operations of client servicing and acts as the technical expert for determining the products and services to meet client needs
• Researches and analyzes complex client inquiries. Handles problem client situations offering support and resolution
• Develops plans to assist marketing efforts to promote new or existing products and services
• Works with vendors and consultants on hardware, software, and network issues regarding the telephone systems
• Ensures that staff is trained and updated on new or existing products and services
• 4 - 6 years of client servicing experience
• Developing and maintaining an excellent relationship with Customer stakeholders; being seen as a trusted advisor and a natural extension of their own internal teams
• Acceptance of the Service Management Design into operational mode
• Supporting the design, implementation and acceptance of service management processes developed during Service Transition for new or changed services
• Supporting Service Acceptance processes, representing the Verizon Service Management Team
• Performing an assurance role in the assessment of Operational Readiness
• Working with the Service Transition team to support the development of the Service Portfolio, including the customer-facing Service Catalogue
• The on-going management and maintenance of the Service Portfolio
• The on-going maintenance, improvement and support of business and operational processes and system integration between the designated customer and Verizon
• Monitoring the outcomes of Service and Process Implementation to ensure internal and Customer expectations are met
• Driving a Continual Service Improvement (CSI) register, with a particular focus in relation to Cisco Contact Centre and Cisco UCaaS IPT environments, integrating into the global CSI register
• The role requires strong team leadership and collaboration skills, enabling them to work with Customer andVerizon staff in functional or cross-functional teams to meet goals, objectives, and responsibilities of the contract agreement
• Must be capable of fostering a team atmosphere within Customer and Verizon by interacting with others in an honest and straightforward manner, listening to and valuing the opinions and ideas of others, sharing knowledge, and helping others to accomplish goals
• Capable of managing ITSM process roadmap development, and day-to-day hands-on oversight of mission-critical processes
• Is required to lead initiatives to proactively seek and develop revenue realisation opportunities
• Required to assume responsibility for leading cross-process compliance and design coordination within the Operation and Sales teams
• Conduct regular refresher training for the team on processes & policies
• Responds flexibly & positively to change through active involvement
• Develops and maintains expert level knowledge and skills in technical and professional areas
• A college degree and minimum of three years of proven leadership experience managing systems and people preferably in a veterinary setting
• The ideal candidate will possess excellent communication skills, is client-focused, possessing superb client service skills and has compassion and empathy for pets and people
• Succeeds in a fast paced environment, has proven leadership skills, can easily multitask, is adaptable and self-directed, organized, dependable and detail oriented

Global Custody / Cash Client Service Manager Resume Examples & Samples

• Support local RMs with strategic clients’ onboarding in HBUS daily cash monitoring of USD cash accounts that hold cash for all markets that the strategic clients have opted for, as per their agreement with GC
• Support Line Manager and regional GC Client Services teams with the development and maintenance of client account plans, documenting the current relationship and opportunities to expand future products and revenues
• Respond to cash queries concerning strategic clients activity, either for the direct USD cash accounts opened with HBUS, as well as for non-USD cash accounts opened with HBEU/HBAP, when needed
• Actively communicate any cash issues to dedicated local RMs / Credit teams, as per procedures
• Actively follow up with clients on any funding requirements
• Escalate unresolved cash issues, as per our procedures, as they could impact our Reg-W monitoring
• Respond to GC queries (US and non-US markets) concerning strategic clients GC activity (status of settlements, failed trades, corporate events status, dividends, missing MT564s etc)
• Reach out to GC’s Global Service Centers and/or sub-custodian network if needed, for the response of GC day-to-day queries concerning non-US markets
• Guide / train Client Service Analysts
• Support Line Manager and regional Client Service teams with any GC/Cash-related projects, presentations, and any other documentation requirements (e.g. SLA, DDQ, RFP), when needed
• Support onboarding of clients
• Monitor strategic clients’ USD cash accounts opened with HBUS, by using local payments and cash systems
• Reach out to any clients that had an overdraft balance from previous day. Reach out to clients to fund their cash accounts if they have exhausted their intra-day credit limits. Reach out to clients that are within their intra-day credit limits but have insufficient funds in their accounts and will consequently have an end of day insufficient balance
• Contact client RMs where client accounts have insufficient balances at end of day, to request credit approvals. Notify Reg-W Finance, Compliance and Credit in case account remains unfunded resulting in overnight overdraft
• Handle all communication an queries regarding cash monitoring, by using our query tracking tool Q-Track
• Use GC systems and reporting tools for the handling of queries concerning strategic clients’ GC activity in both US and non-US markets (e.g. GCS, GHSS, PRECIS, HUB)
• Settlements status
• Corporate Event issues
• Debit / Credit entries queries
• Follows team’s procedures/DIMs at all times, identifies any areas for update and any procedural/service improvements
• Cooperates closely with regional Client Services teams in London, Hong Kong, as well as the CST teams in our Global Service Centers Able to cover during absences within Client Management teams
• The jobholder plays an important part to the client service offered by HSS to top tier clients and reports to the Head of Client Management US. The Head of Client Management US reports to the Regional Head of HSS Americas
• Direct Custody and Clearing (DCC) is a business area of HSBC Securities Services (HSS) which provides clearing and custody services to clients and forms part of Global Banking & Markets - HSBC Bank USA, N.A. (HBUS). DCC has agreed to offer GC/Cash Client Services to its Affiliates (HBEU & HBAP GC) ‘strategic’ underlying clients who hold USD cash accounts opened directly with HBUS
• Specifically, the wider Client Management team plays a multiple role
• Behaves as a ‘sub-custody’ (DCC) Client Services team, replacing former US sub-custodians
• Behaves as a ‘Fund Services Account/Relationship Management’ team, supporting HSS Ireland’s Fund Services business
• Behaves as a GC cash & securities Client Services team, offering cash management services to a specific group of GC HBEU / HBAP clients referred to as “FIG75/Strategic Clients”. These are indirect custody clients for DCC US but hold direct USD cash accounts opened by Global Liquidity & Cash Management (GLCM) in HBUS and also by responding to day-to-day GC queries of operational nature (both US and non-US markets), by accessing key GC systems
• Minimum of 5 years of cash & global custody experience in client facing and/or operational roles
• High levels of industry/securities markets knowledge (US and non-US)
• Knowledge of Custody product offering
• Creative thinker with ability to quickly solve problems
• Excellent time management and ability to multi-task with minimal supervision
• Leadership skills, ability to coach and train staff
• Knowledge of Q-Track, HSBCnet, ClientSphere, HUB, CIF, cash/payment systems, global custody systems and SWIFT will be considered a plus
• Client focused attitude, with ability to interface and interact with both strong communication and presentation skills, and with a good commercial understanding

Client Service Manager, Building Automation Resume Examples & Samples

• Manages accounts for all assigned service customers providing outstanding customer satisfaction and retention
• Serves as the main contact for all service product lines including: TSP, Extras, Time and Material, Non-Installed Parts, plus Installed Service projects
• For B and C customers, manages the assigned accounts in their entirety. Identifies adds, upgrades, and escalations to assigned TSPs and Installed Service project to meet customer needs and improve system efficiency
• Develops, implements, and executes labor and material plans for TSPs, Extras, T and M and Installed Service jobs
• Establishes a work plan and preventative maintenance schedule and project management tasking using the Service Management System (SMS) to fulfill assigned account commitments
• Works with coordinators to plan manpower skills and availability, documentation, workload balance and resolves schedule conflicts
• May be required to assist in pricing decisions
• 2-5 years of technical experience in customer management, quotes, quality visits, and work order management
• Individual must possess a valid Driver's license in good standing
• Individual must be at least 21 years of age in order to participate in the required Siemens vehicle plan

Transportation Client Service Manager Resume Examples & Samples

• Works with one strategic client or multiple smaller clients in transportation market (primarily highway/roads)
• Serves as the primary contact with strategic transportation clients to ensure that CH2M has a sustained relationship with the client, achieves complete client satisfaction with work, and fully leverages the relationship to benefit the client and the firm
• Ensures that CH2M is the strategic client’s contractor of choice, we have a thorough understanding of the client’s needs, and we are seen as the best advocate for accomplishing the client's goals
• Acts as a subject matter expert. Recognized in local and regional client organization associations
• Has advanced knowledge of client business objectives and challenges
• Understands competitive environment and capabilities of local transportation consulting firms
• Wins and negotiates quality revenue-generating work in collaboration with business development and project delivery teams
• Help create and endorses the brand promise
• Supports community and business organization involvement that complements the clients' and CH2M's interests
• Begins establishing external client/market network
• Develops simple client political plan and gets support to implement
• Identifies enterprise business opportunities within client organization
• Identifies, attracts, and integrates regional talent
• Is responsible for at least one strategic client that represents a significant portion of the firm’s business in a region. May act as Client Service Manager for several smaller clients in addition to principal client
• Consistently maintains contacts at highest client staff and political levels. Develops and maintains consistent relationships with key decision-makers at staff and political levels. Develops personal relationships with assigned clients and with competitors/contractors
• Capable of selling broad range of services to the client managed. Develops strategies to expose the client to the full range of capabilities offered by the firm
• Is considered the principal link between the client and CH2M
• Demonstrates commitment to providing value-based client service. Anticipates client needs and provides best expertise to address needs
• Demonstrates client-focused problem solving skills that result in "win-win" solutions
• Demonstrates flexibility to deal with the unexpected. Demonstrates a can-do approach that is pragmatic but enthusiastic
• Becomes key resource assuming responsibility for client development
• Possesses a deep understanding of the client’s full range of consulting needs. Understands the client’s organization and decision-making styles and process
• Identifies opportunities to influence and create the client’s perception of CH2M
• Possesses a deep understanding of regulations and other external drivers that may affect a client
• Develops a Tactical Action Plan (TAP), establishes a budget, and manages the effort to budget
• Understands the firm’s goals, strategies, and decisions
• Supports collaboration activities with business development, project delivery, and Government Affairs staff
• Coaches, mentors, and retains staff
• Builds and implements client relationship succession plan
• Establishes relationships with internal stakeholders to ensure quality of projects
• Develops and implements standard contract negotiations and risk management strategies
• Follows enterprise health and safety policies and procedures, and escalates issues
• Uses communication and negotiation skills to influence local management and external audiences on issues with a significant local impact
• Communicates with client at multiple levels
• Develops and implements client/account relationship management team communication plan
• Implements Enterprise marketing and branding strategies
• Populates and uses appropriate tools (Client Relationship Management (CRM) tool, etc.)
• Communicates with global business group/client group leadership
• BS or MS degree required in a technical or business discipline
• 8-10 years exp. at prerequisite level (Skills and experience associated with Client/Account Relationship Manager 1

Client Service Manager Cross Discipline Resume Examples & Samples

• Provides budget analysis, labor planning, problem resolution and coordination of activities between client and company personnel
• Typically utilizes management skills more than technical skills
• Lead Client Service Team
• Run Bi-weekly client meetings
• Coordinate annual AE process for H&W
• Train onshore and offshore staff as required
• Coordinate with internal Xerox departments to deliver projects and on-going services
• Ensure overall Client Satisfaction
• Minimum 10 years experience servicing H&W clients. Additional DB/DC experience a plus
• Deep knowledge of cross department benefits delivery (Call Center, I.T. Project Implementation, DB/DC integration, Benefits Web capabilities etc)
• RKS – H&W Platform Experience
• Carrier File Coordination
• MS Excel, MS Word, MS Project

Related Job Titles

Client Services Manager Resume Sample

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Work Experience

• Work as part of a cohesive account team, including Sales, pre and post-sale technical teams, order management, and other TWCBC teams in a demanding environment
• Establish solid Master Agent relationships, acting as Partners' communicator and advocate, understanding all facets of Partners' business
• Establish multiple, internal working relationships within various levels of the organization, and act as steering committee to identify and address issues
• Act as facilitator between account team members and maintain ownership of Partner issues
• Participate in strategic business planning sessions and other meetings with account team members and/or Partner
• Prepare and deliver monthly, quarterly, semi-annual and/or annual business reviews/health checks in conjunction with NCM
• Knowledge and understanding of Master Partner customer revenue base, including large opportunities, churn, contract renewals, and overall performance vs. contract commitment
• Participate in preparation and presentation of contract renewals as required
• Assist with order flow, project and order management, installations, changes, disconnects as required
• Proactively manage all aspects of projects and other requests to completion
• Effectively solve problems independently; manage complex issues and escalations
• Take initiative and think creatively and critically to identify process gaps
• Aggressively research various and multiple avenues to find resolution to an issue when one is not readily available
• Excellent verbal and written communication skills, including proficiency in Microsoft Office
• Flexibility when it comes to tasks, priorities, schedule, and travel
• Further the Client end-to-end fulfillment model with internal initiatives and client feedback
• Client Service talent retention and management
• Work with Ad Operations to ensure clients’ ads are trafficked, monitored, and optimized
• Reduce account attrition by ensuring program goals are met and exceeded
• Review customer SOW’s, ensure SLAs are met and monitor daily activities
• Take a leadership role to coordinate efforts between other cross-functional teams as necessary (implementation of new products and custom elements). Position interfaces with Sales, Marketing, Engineering, Creative, HTML and Site Operations departments

Professional Skills

• Strong written and oral communication skills, highly refined inter-personal skills, and high calibre presentation skills
• Excellent interpersonal and management skills including negotiation skills and managing indirectly
• Managing a team, experience building strong teams, excellent leadership skills
• Demonstrated computer skills – requires excellent MS Office experience (specifically Excel, Word, PowerPoint, Outlook) and SFDC salesforce.com
• Very strong written and oral communication skills and presentation skills
• Strong communication skills both written and verbal with confident and polished presentation skills

How to write Client Services Manager Resume

Client Services Manager role is responsible for presentation, interpersonal, microsoft, excel, analytical, leadership, computer, negotiation, organizational, customer. To write great resume for client services manager job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Client Services Manager Resume

The section contact information is important in your client services manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your Client Services Manager Resume

The section work experience is an essential part of your client services manager resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous client services manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular client services manager position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Client Services Manager resume experience can include:

• Demonstrate deductive reasoning, good judgment and excellent communication skills
• Demonstrate strong interpersonal skills such as diplomacy, judgment, decision making, discretion, etc
• Analytical, strong problem solving skills with deductive reasoning
• Strong skills in Microsoft Office product suite, including PowerPoint, Excel & Word
• Excellent communication skills and is artful in navigating customer landscapes and internal stakeholders
• Excellent organizational skills with an ability to manage competing client and internal demands

Education on a Client Services Manager Resume

Make sure to make education a priority on your client services manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your client services manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Client Services Manager Resume

When listing skills on your client services manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical client services manager skills:

• Excellent organisation and follow up skills; ability to prioritise, delegate; excellent time management skills
• Excellent organisation skills; ability to manage multiple tasks simultaneously, prioritising effectively for self and team
• Solid organizational and planning/prioritizing skills, strong attention to detail and accuracy
• A team player with an ability to communicate effectively at all levels, with good rapport building skills
• Maturity and ability to communicate effectively at all levels, with excellent interpersonal and negotiation skills
• Time management skills, ability to effectively handle multiple challenging priorities

List of Typical Experience For a Client Services Manager Resume

Experience for senior client services manager resume.

• Robust problem solving skills and strong communication and interpersonal skills
• Advanced ability to communicate effectively (oral and written) and strong interpersonal skills with colleagues and clients
• Excellent time management skills – including ability to set priorities and work in a fast-paced environment
• Sales skills/ relationship skills
• Excellent interpersonal communication and negotiation skills coupled with a strong customer service orientation
• Excellent organizational skills, including a strong facility with case management reporting analytics
• Develop and enhance managerial skills by leading team of local CSMs, including goal setting, professional development/skill building, and performance tracking
• Excellent budgeting and financial management skills
• Excellent organizational, communication and problem-solving skills,

Experience For Client Services Manager / Project Manager Resume

• Manage multiple projects concurrently using excellent communication skills
• Effectively shift priorities to ensure deadlines are met and critical items are addressed
• Demonstrated professional business skills and demeanor
• Experience in the financial services or related industry with proven experience as a Customer Service Manager
• Effective oral and written communication skills required (English essential)
• Strong client management skills and ability to delight customers

Experience For Client Services Manager, IR Resume

• Demonstrates time management skills for timely completion of assignments
• Good writing and oral skills
• Serving as the liaison between the Account Manager, Client and Analysts, by effectively setting up inquiry work streams
• Outstanding numeric, verbal, written, logic, and analytical skills
• Good planning, organizing, prioritizing, negotiating, team building, and leadership capabilities

Experience For SVP, IT Client Services Manager Resume

• Communicate effectively, both orally and in writing, for the purpose of disseminating information both internally and to external customers
• 5 – 10 years experience working as a senior scientist in a lab environment or PhD 3-5 years experience working in the Pharmaceutical Industry
• Over 7 years’ experience and a proven track record of being a recognized leader and manager of people in a global customer service intensive environment
• Prior food service/catering experience required
• Superior analytical skills relative to physician prescribing data
• Previous experience in Client Consulting for a talent management system/solution or experience as a Human Resources Business Partner

Experience For Defined Benefit Client Services Manager Resume

• Work effectively with multiple stakeholders, including administrators, teachers, parents and students,
• Excellent communicator with proven background in written and verbal communications in challenging situations
• Intermediate level of PC skills including Word, Excel and PowerPoint
• Interact effectively with peers, including internal operations and remote employees, in a team-oriented environment
• Analyze and solve problems using learned techniques and tools · Requires human relations, negotiation and documentation skills
• Demonstrated experience working with federal government clients
• Have solid knowledge of the Programmatic landscape and experience executing PMP campaigns
• Work independently, while effectively taking direction from senior client services management
• Communicate needed skills sets for recruiting purposes

Experience For Digital Client Services Manager Resume

• Effectively respond to questions from management, technical and administrative staff, and clients
• Established communication, presentation and organizational skills
• Solid experience in Service Delivery Management in an ICT Managed Service environment
• Manage classroom training programs on AvantGard products, process, systems and skills
• Fluency in English, written and verbal. Other language skills desirable, with high preference German or Spanish
• Computer skills which include proficiency with Microsoft Word, Excel and PowerPoint, as well as navigation within the Internet
• Communicates and works effectively with all professional partners, clients, client agent’s and designees and co-workers
• Exceptional customer service skills – focused on exceeding customer’s expectations
• Demonstrated customer relations experience

Experience For Hedis Client Services Manager Resume

• Effectively communicate with clients and partner with project teams to deliver results
• Effectively collaborate with other internal departments to meet client deliverables
• Microsoft Office proficient – including intermediate to expert level Excel and Powerpoint skills
• Effectively manage many tasks and be well organized
• Strong customer service focus with a proven ability to build and cultivate positive client relationships
• Proven long-term relationship building experience
• Manage a caseload by effectively scheduling appropriate staff and partner with clinical managers to provide supervision and support to field staff and clients

Experience For Client Services Manager, Customer Success Resume

• Effectively assist clients in achieving their financial goals
• Effectively assists clients in achieving their financial goals
• Exercise analytical and critical judgment skills
• Build and demonstrate strong partnerships to solve problems
• Effectively manage the performance of Client Services employees
• Develop staff on industry knowledge, general business skills set, and professional development
• Able to communicate confidently and effectively (in writing and on the phone) with all levels of management, both internally and externally
• Ensures flawless execution of team’s month-end and quarter-end activities. Plan capacity effectively around this

Experience For SMB Client Services Manager Resume

• Collaborate effectively with Managers in all geos. Global team player mentality
• Effectively network and communicate with global internal stakeholders
• Work independently, while effectively taking direction from senior ECA management
• Superior critical thinking skills
• Well-developed problem-solving skills, time management, personal organization, and attention to detail

Experience For Brand Client Services Manager Resume

• Quantitative analysis skills and proficiency with data management and statistical analysis in SPSS and/or SAS
• Demonstrated experience / working knowledge of client services operations
• Work with clients to utilize administrative tools and data services effectively
• Communicates effectively and teach the use of administrative systems to co-workers, interns, and students
• Managing new/emerging markets & providing VLT experience in developing best products and practices for these new accounts
• Having an understanding of Regional goals/priorities and being able to focus on the top accounts while ensuring the team is in place to manage workload
• Being empowered to evaluate business value and drive process and technology prioritization decisions

List of Typical Skills For a Client Services Manager Resume

Skills for senior client services manager resume.

• Good negotiation skills and experience dealing with third-party providers. Demonstrable confidence in dealing with customers and internal parties
• Communication Skills - communicating clearly and effectively both internally and externally
• Strong organizational, planning, prioritization and delegation skills
• Excellent organization skills and ability to manage multiple and changing priorities
• Strong analytical ability with strong organisation and planning skills

Skills For Client Services Manager / Project Manager Resume

• A highly motivated attitude, positive and bright, good networking skills, persuasive and tenacious, commercially keen and a good negotiator
• Proven customer management skills and experience
• Strong computer skills, including experience using Microsoft Office applications, Web Forms, and the Internet
• Excellent prioritization, organization, and time management skills
• Excellent time management / prioritization skills

Skills For Client Services Manager, IR Resume

• Planning/organizing—prioritizes and plans work activities, uses time efficiently and develops realistic action plans, manages details effectively
• Develop managerial skills by leading team of local CSMs, including goal setting, professional development/skill building, and performance tracking
• Analytical thinking and decisiveness. Strong project management skills including problem solving, attention to detail, analytical thinking and decisiveness
• Someone who enjoys and thrives in a rapidly changing environment, with above average planning, multi-tasking and prioritization skills
• Proactive in order to keep both own skills up to date and have experience in mentoring and developing team members in advancing their career progression
• Possess strong problem solving skills and have successful history of “thinking on your feet”
• Confident questioning and effective listening skills with both customers and senior management
• Solid computer application skills (web browser, email client, word processing, text editing and spreadsheets)

Skills For SVP, IT Client Services Manager Resume

• Strong project management skills and an understanding of process excellence (Lean), including the ability to drive issue resolution end-to-end
• Strong technical, analytical and problem-solving & decision-making skills
• Bolster retention of regional accounts by understanding market needs/expectations and strengthening CSM skills to deliver an optimal customer experience
• Excellent communication skills dealing with peers or superiors in managing complex issues
• Systems skills - excellent working knowledge of AAM systems in particular Salesforce/P&C/Appian/FAST etc as well Microsoft applications
• Proven ability of managing delivery of multiple items or projects effectively

Skills For Defined Benefit Client Services Manager Resume

• Strong forecasting and analytical skills related to optimal program performance
• Able to operate effectively in a team setting and get along with co-workers
• Strong organizational skills, including attention to detail and multitasking
• Proactive and solutions-oriented team player with demonstrated leadership skills
• Posess a creative and strategic approach to sales support, with excellent analytical and project management skills

Skills For Digital Client Services Manager Resume

• Strong Microsoft Office skills and ability to quickly learn new applications
• Positive attitude – excellent interpersonal skills
• Excellent interpersonal skills, with ability to collaborate across departments and work efficiently with people at all levels in an organization
• Deadline driven with excellent problem solving and time-management skills
• Exceptional proven communication and relationship-building skills with senior level management is essential
• Communicates effectively with customers, executives, peers, and establishes strong, positive relationships
• Oral and written communication skills which provide a strong and confident leadership presence

Skills For Hedis Client Services Manager Resume

• Excellent communication skills (e.g. telephone manner, both inbound and outbound)
• By utilizing good leadership skills, instill confidence in clients, sales, peers, and other members of the Management and Operations Teams
• Learn and convey skill sets effectively to co-workers and/or administrative interns
• Excellent organizational and communication skills with the ability to work on own initiative consistently producing accurate and timely work
• Excellent computer / IT skills including proficiency in Microsoft Office product suite
• Demonstrates organisational, planning, and execution skills. Follows established processes and understands the importance of them
• Strong interpersonal and communication skills including a firm and patient demeanor
• Strong interpersonal and communication (both written and verbal) skills with the ability to constructively discuss sensitive issues
• Excellent customer service skills (friendly, courteous, helpful and patient)

Skills For Client Services Manager, Customer Success Resume

• Proven client service, interpersonal and relationship building skills
• Time & Productivity Management: Applying personal organizational strategies and processes to prioritize and effectively run a high volume of work activities
• Strong information-gathering and troubleshooting skills
• Strong communication skills, both verbal and written in local language and English, to liaise with English and Thai speaking clients
• Highly effective influencing, negotiation and persuasion skills at senior and executive level
• Outstanding written and oral communication/presentation skills
• Working with clients to utilize administrative tools and data services effectively

Skills For SMB Client Services Manager Resume

• Communicating effectively with assigned clients to manage expectations in a timely manner
• Marketing experience, including proven success working with a global B2B technology company
• Experience setting and communicating priorities to internal teams, while managing multiple clients simultaneously
• PromoWorks/CROSSMARK system skills: project loading, store list creation and reporting (project summary, store detail, exceptions, workload)
• Demonstrated skill in using a variety of software, including, Excel, and/or other data management systems
• Proven experience multi-tasking with relationship oriented activities, project coordination and overseeing schedules

Skills For Brand Client Services Manager Resume

• Experience in leading project teams and implementing digital strategies or equivalent experience
• Deliver an excellent customer experience to our advertiser and agency partners, with a focus on delivering against client objectives and driving account growth
• Effectively assist clients in achieving their financial goals by presenting tailored solutions that meet the client’s specific financial needs
• Proven experience in understanding client needs and adding value by successful engagement with other areas of the business outside of Managed Services
• Offer own time and leverage existing network to create progressively more challenging opportunities for others to try out new knowledge and skills on the job
• Experience managing costs, budget experience, etc
• Prior experience managing external Clients

List of Typical Responsibilities For a Client Services Manager Resume

Responsibilities for senior client services manager resume.

• Effective verbal communication skills with diverse audiences
• Software implementation experience and/or consulting experience in applying technology to meet customer needs
• Analytical skills regarding technical and project management issues
• Demonstrable ability of managing the delivery of multiple client requests or projects effectively and efficiently
• Proven successful experience within a client services and client relationship management function
• Supervises Client Services Analysts, including assigning and reviewing their work products, developing their skill set, and coaching and training
• Champion client experience by tracking and working with the team to address any recurring issues through training, one-on-one coaching and broader fixes
• Drive client success by establishing collaborative relationships, prioritizing and directing strategy and managing client expectations

Responsibilities For Client Services Manager / Project Manager Resume

• Have four (4) years’ experience in successfully leading and managing large teams, and complex implementations serving as the primary client interface
• Experience developing and growing high-touch client relationships
• Have five (5) years’ experience in call/customer/service centers operations using CRM, including delivery to contract
• Experience leading and owning customer accounts
• Establish strong working relationship with existing clients and actively promote AFL services to prospective clients
• Responsible for managing and cultivating effective and positive relationships within the team, and with internal and external clients
• Participate in release planning meetings to communicate priorities for upcoming release schedules
• Develop strong understanding of BuzzFeed products for advertisers

Responsibilities For Client Services Manager, IR Resume

• Provide continual internal communications to enhance organizational effectiveness in dealing with critical client issues
• Experience in managing outsourced production in a global environment
• Directly works with supervisors to assist in selecting, develops and evaluates personnel to ensure an effective team
• Relevant experience in a client-facing role at an online media company or digital agency
• Have three (3) experience interpreting and apply policy in State government, specifically LDH and/or DCFS
• Work under pressure, manage multiple accounts, and adapt to an environment with shifting priorities required
• Cultivates a good working relationship and open communications with the Department
• Prioritise workloads and have the ability to seek solutions when faced with challenging situations

Responsibilities For SVP, IT Client Services Manager Resume

• Proven problem-solving and negotiation abilities
• Experience using Salesforce or other relational database
• Related experience in client services, account management, cross-channel marketing
• Hands on management experience supervising a team of Managers and up to 5 Associates both virtually and globally
• Build and maintain strong, long-lasting relationships with all corporate-level customer decision makers, influencers and stakeholders
• Manufacturing or Job Shop experience
• Role model in providing superior service to all clients (both internal and external); demonstrates a Service Excellence attitude

Responsibilities For Defined Benefit Client Services Manager Resume

• Additional healthcare staffing experience required for a Senior level role
• Seek customer and internal stakeholder approvals prior to deal closing
• Experience maintaining process documentation for a team
• Experience using Siebel CRM or similar collaboration tools
• Demonstrates appreciation of working with the diverse cultures
• Experience in working with cross functional teams & cultures
• Develops effective working relationships with clients and ensures that client expectations of quality, timelines, and deliverables are met or exceeded
• Experience of working independently, with the ability to maintain self-motivation and be consistently pro-active

Responsibilities For Digital Client Services Manager Resume

• Computer literate - with a good working knowledge of Word/Excel/electronic diary/email
• Experience in managing client facing teams in professional services, customer support or client operations
• Demonstrated success in delivering results in improving Customer success and revenue
• Industry experience working in a deadline-drive content environment
• Experience working within a content management systems (CMS), and ability to work with engineers and third-party vendors that support and maintain the CMS
• Experience analyzing reports, to gauge whether any edits or additions are necessary to workflows, and communicate suggestions to stakeholders

Responsibilities For Hedis Client Services Manager Resume

• Extensive years experience in Asset management, Client Relationship and Service management or equivalent front office position in the financial industry
• Building strong relationships throughout the business with key stakeholders
• Assist in the creation of effective go to market tools for the sales team for individual market
• Experience running client accounts
• Experience in a client-facing role at an online media company or digital agency

Responsibilities For Client Services Manager, Customer Success Resume

• Experience managing multiple, complex clients or client accounts
• Identify service improvements and experience implementing these improvements with a focus on client service levels
• Monitor and evaluate training program’s effectiveness and provide continuous improvements
• Establish solid customer relationships; acting as customer communicator, advocate and understand all facets of customer’s business
• A solid understanding of database design and management, data processing activities and legal document review requirements
• Proactively maintain a good working knowledge of AAM products and investment techniques
• Build and maintain strong, long-lasting business partner relationships
• Excellent track-record of managing multiple, complex client relationships

Responsibilities For SMB Client Services Manager Resume

• A good understanding of investment operations, investment compliance and risk
• Experience of process improvement delivery and of supporting change initiatives
• Strong aptitude for technology and working with large data-sets
• Experience as Account Manager, Project manager, Communications, Marketing and/or Social media professional,
• Experience in having account ownership
• Demonstrated over-achievement – consistently exceeding quota
• Operate as the lead point of contact for any and all matters specific to assigned accounts

Responsibilities For Brand Client Services Manager Resume

• Experience within a print, marketing or related business environment providing services to multiple sectors and clients
• Excellent track-record managing a customer service function and its activities in respect of service and financial performance
• Develops and maintains solid client relationships and ensures the client’s satisfaction with Technology service and solutions
• Experience of an investment management operational or client service background
• A natural self-starter with the ability to be flexible, follow tight deadlines, organise and prioritise work
• BA/BS AND/OR 5+ years Account or Client Service experience
• Technical or ad ops experience

Related to Client Services Manager Resume Samples

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Client Service Manager Resume Example

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Client Service Manager Resume Templates

How to write a Client Service Manager Resume?

Hello, aspiring Client Service Manager! In a world where first impressions are crucial, your resume is your golden ticket. Through the strategic use of Wozber's free resume builder , this guide will arm you with insider tips to craft a resume that not only meets but exceeds the expectations for a Client Service Manager role. Let's gear up to highlight your stellar relationship-building and strategic planning skills in a resume that commands attention.

Personal Details

The opening section of your resume is where you make your first, impactful impression. Let's fine-tune your personal details to ensure they align precisely with the Client Service Manager role, offering a professional snapshot that ticks all the right boxes.

1. Your Name is Your Marquee

Think of your name as the headline of your professional story. It's essential to make it memorable. Opt for a clean, bold typeface that stands out but remains professional. A well-presented name sets the tone for the narrative of your capabilities and achievements.

2. Precisely Position Your Title

Immediately below your name, proudly position the title 'Client Service Manager'. This signals to the hiring manager that you are a direct match for the role, threading the very essence of your professional identity into the fabric of your resume.

3. Essential Contact Credentials

Simplicity and professionalism should dictate your contact details. Ensure your phone number is current, and your email address follows the format [email protected]. These details promise accessibility and underscore your diligence.

4. Geographical Sweet Spot

Since the job specifies Los Angeles, California, highlighting your locale reassures potential employers of your availability and ease of integration into the role, eliminating any concerns about relocation or availability.

5. The Professional Digital Footprint

If applicable, a LinkedIn profile link is like the window to your professional soul, offering a deeper dive into your career journey. Ensure it's polished, professional, and mirrors the narrative of your resume. It's these finer details that round off the professional image you wish to project.

The 'Personal Details' section is your resume's firm handshake. With precision and a touch of class, it introduces you to potential employers, setting a professional and engaged tone. Think of it as laying the red carpet for the rest of your resume. Aim for clarity, precision, and alignment with the Client Service Manager role to tee up a stellar first impression.

Your experience section is where the rubber meets the road. It's your podium. Here, you'll articulate your journey and your achievements, proving you're not just suitable for the role of a Client Service Manager - you were born for it. Let's dive into how to curate your experiences with precision and persuasive power.

• Established and maintained positive relationships with over 50 key clients, resulting in a 98% customer retention rate.
• Collaborated with internal teams to address and resolve over 500 client issues, enhancing overall client satisfaction by 30%.
• Managed a team of 20 client service representatives, consistently meeting and exceeding service level agreements by 15%.
• Developed and implemented innovative strategies, resulting in a 20% improvement in profitability and a 10% increase in business objectives achievement.
• Conducted bi‑annual account reviews, presenting findings and recommendations to the senior management team, leading to a 25% increase in client engagement.
• Grew the company's key accounts by 40% within the first year, driving annual revenue increment of $2 million.
• Oversaw a team of 10 account executives, enhancing the team's productivity by 30% through training and guidance.
• Implemented a CRM software, optimizing account management processes and improving team efficiency by 20%.
• Pioneered a comprehensive market analysis approach, identifying niche opportunities that contributed to a 15% company growth.
• Led cross‑functional team meetings, streamlining communication, and accelerating project delivery by 20%.

1. Decoding the Job Description

Begin by dissecting the job description. Highlight keywords and phrases, particularly those around client relationship management, team leadership, and strategy development. This will serve as the foundation of your experience narrative, ensuring alignment with the role's requirements.

2. Crafting a Chronological Tale

Structure your professional journey starting with your most recent position, working backward. For each role, clearly list your job title, the company's name, and the dates of your tenure. This layout not only presents a clear trajectory of your career but also makes it easier for ATS systems to parse your information.

3. Achievements with Impact

Transform your duties into compelling stories of achievement. Use the job description as a guide to tailor your achievements, quantifying your impact wherever possible. For instance, 'Managed a team of 20 client service representatives, exceeding service level agreements by 15%.' This approach turns your resume into a testament to your success.

4. The Power of Numbers

Quantifying your contributions provides tangible evidence of your impact. It's the difference between saying you improved customer satisfaction and declaring you enhanced it by 30%. Such metrics offer concrete proof of your effectiveness and your ability to drive success.

5. Relevance Above All

Each bullet point under your roles should serve as a mirror to the job description. Irrelevant achievements, however impressive, can dilute the potency of your application. Keep every line focused on why you are the perfect fit for the Client Service Manager role, leaving no room for doubt.

The 'Experience' section is your career's highlight reel. It's where you prove beyond doubt that you're not just a contender but the ideal candidate for the Client Service Manager role. By aligning your achievements with the job's requirements and quantifying your success, you're painting a compelling picture that hiring managers can't ignore. Let each accomplishment be a stepping stone that leads them closer to calling you for an interview.

The 'Education' section of your resume might initially seem like a straightforward recounting of your academic credentials. However, with strategic presentation, it can reinforce your suitability for the Client Service Manager role. Here's how to ensure your educational background shines as brightly as your experience.

1. Key Educational Credentials

Firstly, zero in on the educational requirements highlighted in the job description, such as a 'Bachelor's degree in Business Administration or a related field.' Make sure your highest relevant degree is prominently displayed, matching the job requirements to affirm your qualification.

2. A Clear, Concise Structure

Maintain a clutter-free presentation of your educational background. List your degree, followed by the field of study, the institution's name, and your graduation year. This straightforward format aids both ATS and human reviewers in quickly verifying your academic credentials.

3. Degree Customization

Given the specific ask of a 'Bachelor's degree in Business Administration or related field,' ensure the title of your degree directly reflects this. If your degree precisely matches, highlight it; if it's related but different, provide a brief explanation if necessary to thread the connection.

4. Spotlighting Relevant Courses

For those early in their career or aiming to shift focus, listing relevant courses can bolster your resume. While not always necessary for seasoned professionals, it can be particularly useful when the courses directly align with the job's core competencies.

5. Additional Educational Highlights

If you've achieved honors, led student organizations, or undertaken project work that directly relates to the Client Service Manager role, these can be noteworthy additions. Just ensure they support, rather than distract from, your core qualifications for the job.

Your 'Education' section is a proof point of your foundational expertise and intellectual curiosity. By aligning it with the role's requirements and enriching it with relevant details, you present yourself as a well-rounded and deeply knowledgeable candidate, poised to bring both academic insights and practical experience to the Client Service Manager position.

Certificates

In the ever-evolving field of client service management, professional certifications can significantly bolster your resume. They serve as a testament to your dedication to continuing education and specialization. Let's pinpoint how to select and present your certifications in alignment with the Client Service Manager role.

1. Sifting Through Job Essentials

While the job posting for Client Service Manager may not explicitly require certain certifications, aligning your certifications with the role's responsibilities and skills can showcase your commitment and expertise.

2. Choosing Pertinent Certifications

Prioritize listing certifications that are directly relevant to client service management. The 'Certified Customer Service Professional (CCSP)' on our example resume is spot-on, demonstrating a clear commitment to customer service excellence.

3. Dating Your Credentials

For certifications, especially those in dynamic fields, recency matters. If your certification has an expiration or re-certification date, include it. This transparency signals to employers that your knowledge is current and actionable.

4. Committing to Continual Learning

The world of client service management is dynamic, with new challenges arising frequently. Displaying a commitment to ongoing professional development through certifications not only enhances your resume but also positions you as a proactive and adaptable candidate.

By intelligently curating and presenting your certifications, you're providing a window into your professional growth journey. In the eyes of a hiring manager, these accreditations serve as tangible evidence of your expertise and commitment to excellence in the field of client service management. Let your certifications underscore your readiness and zeal for the role.

In the Client Service Manager role, balancing hard and soft skills is essential. This section is your chance to showcase the tools in your professional toolkit. From technical proficiencies to exceptional interpersonal abilities, let's align your skills with the job's demands to demonstrate you're not just a candidate but the candidate.

1. Mining the Job Description

Kick off by extracting both the stated and implied skills from the job posting. This will guide you in prioritizing which skills to highlight, ensuring you're speaking directly to the needs and expectations of the role.

2. Listing Your Matched Skills

Align your skills with those mentioned in the job description. For example, if 'Proficiency in CRM software' is listed, and you excel in this area, make it known. Present a balanced mix of hard and soft skills to paint a picture of a well-rounded professional.

3. Organizing for Impact

While it might be tempting to list every skill you possess, focus on quality over quantity. Curate your skills in a way that they immediately resonate with the role's requirements, making it easy for hiring managers to see you're a perfect fit.

Your 'Skills' section is a quick-hit glimpse into what you bring to the table. By carefully selecting and organizing your skills, you ensure that at a glance, hiring managers recognize your potential impact as a Client Service Manager. Emphasize the skills that differentiate you and prepare to bring these to the forefront in conversations.

In a role that hinges on clear and effective communication, linguistic prowess can be a formidable asset. Whether dealing with local clients or engaging on a global scale, your ability to navigate linguistic nuances can set you apart. Let's explore how to present your language skills to enhance your Client Service Manager resume.

1. Understanding Language Needs

Begin by assessing the job posting for any specific language requirements or preferences. While English was a must for our position, evaluate whether additional languages could bolster your candidacy, especially if the role involves international clients.

2. Prioritizing Key Languages

If the job highlights a need for proficiency in a specific language, such as English for our example, ensure it's prominently listed to meet the primary communication needs. Indicate your proficiency level to offer a clear picture of your fluency.

3. Listing Additional Language Skills

Beyond the core requirements, additional languages can enrich your resume, spotlighting your capacity to engage in diverse environments. Each language is a testament to your adaptability and global mindset.

4. Honest Proficiency Levels

Clarity about your language proficiency ensures realistic expectations. From 'Native' to 'Basic', transparently presenting your skill level aids in aligning role requirements with your actual capabilities, setting the stage for success.

5. The Role's Linguistic Scope

Evaluate if the Client Service Manager position leans towards an international client base, in which case, multilingual capabilities could significantly enhance your appeal to employers. Tailor this section to reflect the role's geographical and cultural span.

Your language skills are not merely an added bonus; they are a clear indicator of your ability to navigate and thrive in a multicultural business landscape. As a Client Service Manager, your linguistic adeptness becomes a bridge to deeper client relationships and broader business horizons. Celebrate your language skills as part of your unique value proposition.

At the forefront of your resume lies the summary - a powerful, concise introduction that encapsulates your career narrative. Here, you weave together your expertise, your achievements, and your professional ethos, setting the stage for the detailed story that follows. Let's ensure your summary captures the essence of a Client Service Manager par excellence.

1. The Essence of Your Career

Digest the job posting to understand the core of what makes a great Client Service Manager. Start your summary with a bang by stating your professional title and years of experience, establishing your seasoned understanding of the role.

2. Opening Strong

Launch your summary with a punchy introduction that declares your role and experience, like 'With over 6 years in the industry, I have mastered client relationship management, team leadership, and strategic planning.' This solid opener positions you as a confident, capable candidate right from the start.

3. Tailoring to Job Requirements

Seize this chance to align your summary with the job's needs. Highlight experience and skills that answer directly to the requirements, painting yourself as the solution to their search. Bullet points can help distinguish these key traits, making them easy to read and impactful.

4. Keeping it Crisp

While it's tempting to share every success, remember, your summary is the teaser, not the tale. Aim for 3-5 impactful lines that invite the hiring manager to dive deeper into your resume, eager to uncover the full story of your professional journey.

Think of your summary as the overture to your professional opera, setting the tone and expectation for what's to come. A well-crafted summary not only showcases your fit for the Client Service Manager role but also ignites interest and anticipation. It's your first opportunity to distinguish yourself, so make every word count towards presenting you as the compelling candidate you are.

Set Sail on Your Client Service Manager Journey

Congratulations, you've now mastered the art of crafting a resume that shines a spotlight on your expertise and readiness for the Client Service Manager role. By aligning each section with the role's requirements and infusing your resume with genuine enthusiasm for client service excellence, you're well-positioned to attract the attention of hiring managers. Remember, with Wozber's free resume builder at your disposal, including ATS-friendly resume templates and an ATS resume scanner , you have the tools to ensure your resume not only passes the digital gatekeepers but also resonates with the human on the other side.

Your career as a Client Service Manager awaits — it's time to make your mark.

• Bachelor's degree in Business Administration or a related field.
• Minimum of 5 years experience in client services or account management.
• In-depth understanding of client service fundamentals and market analysis.
• Proficiency in CRM software and Microsoft Office Suite.
• Strong communication, interpersonal, and leadership skills.
• The candidate should be comfortable communicating in English.
• Must be located in Los Angeles, California.
• Establish and maintain positive relationships with key clients, ensuring customer satisfaction and retention.
• Collaborate with internal teams to address and resolve client issues in a timely manner.
• Manage a team of client service representatives to meet service level agreements and performance metrics.
• Develop and implement client service strategies to improve profitability and meet business objectives.
• Conduct regular account reviews and present findings to the senior management team.

Other Sales and Retail Resume Examples

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Client Services Manager resume examples for 2024

A strong client services manager resume should highlight a variety of skills. The ability to manage customer service, handle client-facing tasks, and oversee project management is crucial. Knowledge of healthcare, including home health care, is also beneficial. Proficiency in tools like PowerPoint and experience with account management and client retention are also important. The ability to maintain excellent interpersonal and organizational skills, as well as handle payroll and business development, is also valued.

Client Services Manager resume example

How to format your client services manager resume:.

• Use the exact job title from the application in your resume
• Highlight accomplishments instead of responsibilities in your work experience section
• Aim to fit your resume on one page, focusing on relevant information for client services manager roles

Choose from 10+ customizable client services manager resume templates

Choose from a variety of easy-to-use client services manager resume templates and get expert advice from Zippia’s AI resume writer along the way. Using pre-approved templates, you can rest assured that the structure and format of your client services manager resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.

Client Services Manager resume format and sections

1. add contact information to your client services manager resume.

Client Services Manager Resume Contact Information Example # 1

Hank Rutherford Hill

St. Arlen, Texas | 333-111-2222 | [email protected]

2. Add relevant education to your client services manager resume

Your resume's education section should include:

• The name of your school
• The date you graduated ( Month, Year or Year are both appropriate)
• The name of your degree

If you graduated more than 15 years ago, you should consider dropping your graduation date to avoid age discrimination.

Optional subsections for your education section include:

• Academic awards (Dean's List, Latin honors, etc. )
• GPA (if you're a recent graduate and your GPA was 3.5+)
• Extra certifications
• Academic projects (thesis, dissertation, etc. )

Other tips to consider when writing your education section include:

• If you're a recent graduate, you might opt to place your education section above your experience section
• The more work experience you get, the shorter your education section should be
• List your education in reverse chronological order, with your most recent and high-ranking degrees first
• If you haven't graduated yet, you can include "Expected graduation date" to the entry for that school

Check More About Client Services Manager Education

Client Services Manager Resume Relevant Education Example # 1

Bachelor's Degree In Business 2000 - 2003

Ashford University San Diego, CA

Client Services Manager Resume Relevant Education Example # 2

Bachelor's Degree In Business 1995 - 1998

Colorado Technical University Colorado Springs, CO

3. Next, create a client services manager skills section on your resume

Your resume's skills section should include the most important keywords from the job description, as long as you actually have those skills. If you haven't started your job search yet, you can look over resumes to get an idea of what skills are the most important.

Here are some tips to keep in mind when writing your resume's skills section:

• Include 6-12 skills, in bullet point form
• List mostly hard skills ; soft skills are hard to test
• Emphasize the skills that are most important for the job

Hard skills are generally more important to hiring managers because they relate to on-the-job knowledge and specific experience with a certain technology or process.

Soft skills are also valuable, as they're highly transferable and make you a great person to work alongside, but they're impossible to prove on a resume.

Example of skills to include on an client services manager resume

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

The process of strengthening the relationship between a company and client is called account management. Effective account management has two key objectives, one is to retain loyal customers and the second one is to help the company grow by creating connections with new customers.

Healthcare is the maintenance or improvement of a person's health by the diagnosis and treatment of a person's injury, illness, or any other disease. Healthcare is a basic necessity of human life and is the responsibility of the country's government to ensure that each person gets healthcare. Providing healthcare is the job of certified health professionals that includes doctors, surgeons, nurses, and other physicians. Pharmaceutical companies, hospitals, dentistry, therapy, and health training all come under healthcare. Healthcare plays a vital role in the country's economy and its development.

External clients directly relate with a company or business, however only through the purchase of products and services.

Service delivery means, having any contact with the public administration during which customers including citizens, residents, or firms, require or give data, handle their problems and perform their duties.

Payroll is the sum of all the compensation that an organization has to pay to employees at a specified time. Payroll is managed by the finance or HR department while small business owners may handle it themselves. Payroll isn't fixed as it varies every month due to sick leaves, overtime, etc.

Top Skills for a Client Services Manager

• Customer Service , 14.9%
• Client Service , 11.0%
• Account Management , 5.6%
• Client Facing , 5.3%
• Other Skills , 63.2%

4. List your client services manager experience

The most important part of any resume for a client services manager is the experience section. Recruiters and hiring managers expect to see your experience listed in reverse chronological order, meaning that you should begin with your most recent experience and then work backwards.

Don't just list your job duties below each job entry. Instead, make sure most of your bullet points discuss impressive achievements from your past positions. Whenever you can, use numbers to contextualize your accomplishments for the hiring manager reading your resume.

It's okay if you can't include exact percentages or dollar figures. There's a big difference even between saying "Managed a team of client services managers" and "Managed a team of 6 client services managers over a 9-month project. "

Most importantly, make sure that the experience you include is relevant to the job you're applying for. Use the job description to ensure that each bullet point on your resume is appropriate and helpful.

• Researched and resolved payroll discrepancies by collecting and analyzing data.
• Utilized ADP Pay Expert/EZ labor for semi-monthly payroll for 200 attorneys and non-exempt staff.
• Assisted clients set up their benefits /performance/recruitment and payroll to ADP web based WFN platform version 8.0.
• Worked extensively with EasyPay software and other payroll-based applications.
• Assisted in transition from ADP to PeopleSoft.
• Trained new employees, took orders and payments, provided customer service, made deposits, maintained machines
• Remained informed of all Starbucks community initiatives.
• Controlled key expense lines such as Payroll, Shrink, PNL, Cash, labor and etc.
• Managed and maintained eleven facilities; demonstrated efficient building conditions with administrators; supervised managers and their staff; preparation of payroll
• Controlled inventory including chinaware, silverware, glassware, crockery, and cleaning equipment .
• Handled insurance authorizations, Medicare/Medicaid eligibility, payments and accounts receivables.
• Maintained effective fiscal management of caseload by accurately processing field payroll, monitoring caseload metrics and managing billing and pay rates.
• Participated in epilepsy and sleep research, developing policy and procedures, and OHSA/AASM/Medicare accreditation.
• Guided executives through the process of completing all registration information and documentation required for consideration and approval via CAGE/SAM systems.
• Partnered with clients using patient satisfaction measurement instruments to drive improvement in healthcare settings.
• Managed all projects through formal methodology Initiate/Plan/Implement/Control/Close
• Improved the partner strategy to bring new products to the Education space around business intelligence and CRM.
• Selected Contributions/Achievements: * Delivered a suite of cloud security & compliance services in support of the Azure GCC build out.
• Managed assessments of corporate wide risks related to Privacy, Accessibility, and Environmental Sustainability with an emphasis on Cloud Services.
• Managed logistics service provider (LSP) relationship program consisting of ongoing performance reviews and strategic quarterly business reviews.

5. Highlight client services manager certifications on your resume

Specific client services manager certifications can be a powerful tool to show employers you've developed the appropriate skills.

If you have any of these certifications, make sure to put them on your client services manager resume:

• Project Management Professional (PMP)
• Professional Certified Marketer (PCM)
• Certified Manager Certification (CM)
• Certified Pharmacy Technician (CPhT)
• Master Project Manager (MPM)
• Certified Management Accountant (CMA)
• Certified Sales Professional (CSP)
• Society for Human Resource Management Certified Professional (SHRM-CP)
• Basic Life Support for Healthcare and Public Safety (BLS)

6. Finally, add an client services manager resume summary or objective statement

A resume summary statement consists of 1-3 sentences at the top of your client services manager resume that quickly summarizes who you are and what you have to offer. The summary statement should include your job title, years of experience (if it's 3+), and an impressive accomplishment, if you have space for it.

Remember to emphasize skills and experiences that feature in the job description.

Common client services manager resume skills

• Customer Service
• Client Service
• Account Management
• Client Facing
• Project Management
• Home Health
• Client Retention
• External Clients
• Customer Satisfaction
• Service Delivery
• Client Issues
• Exceptional Client
• Excellent Interpersonal
• Business Development
• Client Expectations
• Process Improvement
• Related Training
• Financial Reports
• Client Accounts
• Strong Analytical
• Client Relations
• Issue Resolution
• Direct Reports
• Performance Management
• Client Support
• Service Issues
• Client Satisfaction
• Performance Reviews
• Level Agreements
• Client Management
• Community Organizations
• Customer Support
• Problem Resolution
• Conference Calls
• Client Inquiries
• Customer Issues

Client Services Manager Jobs

Links to help optimize your client services manager resume.

• How To Write A Resume
• List Of Skills For Your Resume
• How To Write A Resume Summary Statement
• Action Words For Your Resume
• How To List References On Your Resume

Updated June 25, 2024

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

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Client Service Manager Resume Samples

This page provides you with Client Service Manager resume samples to use to create your own resume with our easy-to-use resume builder . Below you'll find our how-to section that will guide you through each section of a Client Service Manager resume.

Tips for writing your resume

To land the perfect job, you need the perfect resume. In today’s crowded job market, it is more important than ever to stand out among the competition. When you write your resume, it is vital that you get everything right, from the organization of the template to the details of your work experience. To make sure your resume is flawless, here are some tips for writing the best resume possible.

Let them know where to contact you

Your resume should begin with your contact information. It is very important that potential employers, having read your resume, know how to contact you! At the top of your resume, include your name, phone number, email address, and city.

Introduce yourself

A personal summary, though optional, is a great way to introduce yourself to an employer with your resume. This section is comprised of one or two paragraphs where you can feature your notable accomplishments and highlight your most valuable skills. Your summary should give employers a brief outline of your experience and capabilities and intrigue them to keep reading.

What do you do best?

Shorter than a work history section, in a skills section you can efficiently list your core competencies in a way that is direct and easy to read. Showcase the skills and abilities that you bring to the job, focussing on those which distinguish you from the competition. The more useful and unique your skills are, the more you will stand out to an employer.

Showcase your achievements

Display your work experience in reverse-chronological order, beginning with your most recent position at the top of the section. Describe for each job your title, responsibilities, and accomplishments, with a focus on performance and results rather than duties. Use action words like ‘developed, ‘produced’, and ‘delivered’ when describing your work history to create compelling and impactful descriptions of your experience. Highlighting quantifiable information, like performance metrics and revenue, is a great way to demonstrate your abilities.

What did you learn, and where did you learn it?

Your education section should include the name of any post-secondary schools you attended, the degrees you earned, and any academic distinctions you achieved that you deem worth featuring. If they are particularly relevant, you can also include major areas of study and important projects that you participated in. Like the work experience section, your education should be displayed in reverse-chronological order.

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Client Manager Resume Examples

Are you a Client Manager and looking for a new job? Writing a resume is one of the most important steps to stand out from the competition and get the job of your dreams. To make sure your resume stands out from the competition, you need to make sure it is tailored to the job you’re applying for and that it highlights your skills and achievements. This guide will provide you with advice on how to write the perfect resume for a Client Manager position, as well as examples of successful resumes to get you started.

If you didn’t find what you were looking for, be sure to check out our complete library of resume examples .

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Client Manager

123 Main Street | Anytown, USA 99999 | Phone: (123) 456-7890 | Email: [email protected]

I am a highly experienced Client Manager with over 10 years of success in delivering high- quality customer service and maintaining positive client relationships. I have a keen eye for detail and a passion for problem solving and delivering great customer experiences. My background includes managing the customer service team, overseeing account management and handling customer inquiries. In addition, I’m an excellent communicator and have a proven ability to successfully negotiate and close deals with clients.

Core Skills :

• Client Management
• Problem Solving
• Customer Service
• Account Management
• Negotiation
• Relationship Building
• Communication

Professional Experience :

• Client Manager, XYZ Solutions (2015- Present)
• Manage customer service team and oversee account management
• Handle customer inquiries and complaints in a timely and professional manner
• Develop and implement strategies to improve customer service and build customer loyalty
• Negotiate and close deals with clients
• Client Relationship Manager, ABC Solutions (2012- 2015)
• Developed and implemented customer service policies and procedures
• Monitored customer service team performance and provided feedback
• Resolved customer disputes and complaints
• Coordinated with other departments to ensure customer satisfaction

Education :

• Bachelor of Arts in Business Administration, University of XYZ (2008- 2012)
• Master of Arts in Management, University of ABC (2012- 2015)

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Client Manager Resume with No Experience

Energetic and organized individual looking to break into the client management field. Possess excellent customer service and communication skills as well as research and analytical abilities. Seeking to leverage abilities in a client manager role to deliver high- quality customer experiences.

• Customer service
• Data analysis
• Project management
• Time management
• Conflict resolution
• Strong communication skills

Responsibilities

• Assist with customer service needs, such as responding to inquiries
• Research customer data and analyze customer trends
• Collaborate with other teams to ensure customer satisfaction
• Manage projects and assignments to ensure successful completion
• Monitor customer feedback and take appropriate action
• Resolve customer disputes and complaints in a timely and efficient manner
• Maintain up- to- date customer records and data in order to provide accurate information
• Work with other departments to ensure customer needs are met in a timely manner

Experience 0 Years

Level Junior

Education Bachelor’s

Client Manager Resume with 2 Years of Experience

Highly organized, hardworking and efficient Client Manager with two years of experience in customer service, client relations, and client support. Proficient in organizing, directing and managing team tasks. Possesses excellent communication skills, a keen eye for detail, and an aptitude for problem solving. Experienced in developing and maintaining successful relationships with clients, ensuring their needs are met and that they are satisfied with the services they receive.

• Knowledgeable in client relations, customer service and client support
• Ability to assess customer needs and provide appropriate solutions
• Excellent communication skills and ability to build strong relationships with clients
• Ability to develop and manage tasks for team members
• Excellent problem- solving skills
• Highly organized and detail- oriented

Responsibilities :

• Provide client support and answer customer inquiries
• Monitor client accounts and ensure customer satisfaction
• Develop and maintain positive relationships with clients
• Assist clients with product access or use of services
• Coordinate team tasks and ensure all deadlines are met
• Troubleshoot and solve client issues quickly and efficiently
• Provide training and guidance to team members on client relations, customer service and client support

Experience 2+ Years

Client Manager Resume with 5 Years of Experience

Solution- driven and professional Client Manager with 5 years of experience in delivering outstanding customer service and managing projects through to successful completion. Proven ability to build and maintain strong relationships with clients and motivated to exceed expectations. Experienced in developing and executing digital strategies to drive business growth, as well as in creating and implementing client programs.

• Strategic planning
• Client relationship building
• Digital strategy development
• Market analysis
• Problem- solving
• Team leadership
• Develop and maintain relationships with clients to ensure customer satisfaction
• Analyze market trends and recommend strategies to drive business growth
• Design and implement client programs to improve customer service
• Manage projects from start to finish, ensuring smooth execution and successful completion
• Lead a team of client service specialists and provide guidance and support
• Monitor and report project progress to ensure goals are being achieved
• Perform in- depth research to identify opportunities to improve customer service
• Resolve customer issues and complaints in a timely and efficient manner

Experience 5+ Years

Level Senior

Client Manager Resume with 7 Years of Experience

A motivated and experienced Client Manager with seven years of experience in customer service and client relations, I have a proven track record of developing and retaining client relationships, providing superior customer service, and exploring new business opportunities. My expertise in identifying client needs and meeting objectives has enabled me to consistently exceed expectations. Additionally, I am proficient in establishing highly efficient processes and maintaining accurate records. I am eager to join an innovative and progressive organization that allows me to continue to develop my skills and knowledge.

• Exceptional client management and customer service skills
• Proven problem- solving and analytical skills
• Ability to effectively communicate, both verbally and written
• Knowledge of customer service standards and protocols
• Ability to handle complex customer inquiries
• Proficient in Microsoft Office Suite
• Expertise in process development and record maintenance
• Establish and maintain relationships with clients, responding to their needs and inquiries in a timely manner.
• Leverage customer insights to identify opportunities and drive customer satisfaction.
• Develop efficient processes and procedures to ensure customer satisfaction.
• Analyze customer needs and develop tailored solutions.
• Resolve customer complaints and inquiries in a professional and efficient manner.
• Diagnose and troubleshoot customer issues, providing solutions and taking corrective action.
• Maintain accurate and up- to- date records of customer data and interactions.
• Develop and coordinate customer retention strategies.
• Monitor changes in customer preferences and trends.

Experience 7+ Years

Client Manager Resume with 10 Years of Experience

I am an experienced and knowledgeable client manager with over 10 years of experience in building and managing successful client relationships. I have a track record of success in understanding customers’ needs and then creating customized solutions that meet their requirements. I also have extensive knowledge of the sales cycle and have achieved top results in customer negotiations and sales growth. I consistently strive to increase customer satisfaction and retention rates. My communication, problem- solving, organizational, and interpersonal skills enable me to work well independently or collaboratively with colleagues.

• Client Relationship Building and Management
• Negotiation and Persuasion
• Strategic Planning and Decision Making
• Problem Solving and Resolution
• Sales Cycle Knowledge
• Contract Negotiations
• Internal & External Communication
• Data Analysis & Reporting
• Develop and maintain strong relationships with clients to ensure retention
• Strategically allocate resources and identify areas of opportunity for growth
• Negotiate contracts and manage sales cycles with clients
• Utilize data analysis to track and report on customer satisfaction and retention
• Communicate regularly with clients to address any questions or issues
• Proactively address customer complaints and provide solutions
• Analyze market trends to create and implement strategies for success
• Educate and train staff on customer service best practices

Experience 10+ Years

Level Senior Manager

Education Master’s

Client Manager Resume with 15 Years of Experience

Client Manager with 15 years of experience delivering outstanding customer service and building meaningful relationships with clients. Experienced in managing large accounts and driving sales through account growth and development. Track record of meeting and exceeding sales objectives, developing client retention plans, and fostering strong customer loyalty through providing world- class service.

• Client Relationship Management
• Account Development
• Strategic Planning
• Business Development
• Retention Strategies
• Organizational Skills
• Problem- Solving
• Developed and maintained relationships with key accounts.
• Handled customer inquiries, complaints, and feedback.
• Conducted market research and analysis to identify trends and opportunities.
• Developed sales strategies and plans to target new business.
• Assisted in creating and executing retention plans to maximize customer value and loyalty.
• Built and managed teams to increase productivity and performance.
• Implemented process improvements to optimize performance and customer satisfaction.
• Analyzed data to track and measure sales and performance.
• Reviewed and optimized account strategies to maximize success.
• Identified and addressed customer issues in a timely manner.

Experience 15+ Years

Level Director

In addition to this, be sure to check out our resume templates , resume formats ,  cover letter examples ,  job description , and  career advice  pages for more helpful tips and advice.

What should be included in a Client Manager resume?

A Client Manager plays an important role in any organization. They are responsible for managing the relationship between the company and its clients. It’s a challenging and rewarding job, but also requires a lot of hard work and dedication. As such, it’s important to make sure your resume stands out when applying for a client manager position. Here are some tips on what to include in your client manager resume:

• Proven track record of customer service experience and success. You should include details of any successful customer service initiatives you’ve been involved in, such as customer loyalty programs or customer satisfaction surveys.
• Excellent communication and interpersonal skills. Client managers need to be able to effectively communicate with clients and potential clients.
• Strong problem-solving and negotiation skills. Client managers need to be able to identify and solve problems quickly and efficiently, as well as negotiate deals with clients.
• Knowledge of relevant software and products. Client managers need to be proficient in using the relevant software and products used in their company.
• Ability to work effectively as part of a team. Client managers need to be able to work well with their team and with other departments in order to ensure customer satisfaction.
• Ability to multitask and manage workloads. Client managers need to be able to manage multiple tasks and keep on top of their workloads.

By including all of these points in your client manager resume, you will be able to demonstrate to prospective employers that you are the right person for the job. Good luck!

What is a good summary for a Client Manager resume?

A Client Manager is responsible for managing customer relationships, mediating client issues, and creating effective strategies to optimize customer experience. As such, a good summary for a Client Manager resume should highlight an individual’s interpersonal skills, customer service experience, and knowledge of the business. It should also emphasize any past successes in building and maintaining relationships, as well as any notable achievements in improving customer satisfaction. In particular, a good summary should show that the individual is a reliable and organized team player, who is capable of working independently and efficiently. Additionally, any relevant certifications or qualifications should be mentioned, as they demonstrate an individual’s commitment to their profession.

What is a good objective for a Client Manager resume?

A Client Manager is a professional responsible for managing relationships with clients and providing clients with excellent customer service. When writing a Client Manager resume, it is important to demonstrate your ability to develop and maintain strong relationships with clients. Your objective statement should reflect your commitment to providing the highest level of customer service and satisfaction.

Below are some objectives you can use to craft your own resume objective:

• To gain a position as a Client Manager and leverage my communication and organizational skills to drive client satisfaction.
• Seek to utilize my expertise in customer service and relationship building to provide clients with the best possible service.
• Aim to build and maintain strong relationships with clients to ensure their satisfaction and loyalty.
• Leverage my experience in problem solving and customer service to meet the needs of clients.
• To contribute my excellent client management skills and outstanding customer service to ensure the highest level of customer satisfaction.

How do you list Client Manager skills on a resume?

When applying for a client manager position, it’s important to showcase your relevant skills and experience on your resume. Your list of client manager skills should demonstrate your ability to lead and manage client relationships and projects. Here are some of the key skills and abilities to include on your resume:

• Client Relations Management: Demonstrate your ability to foster strong relationships and communication with clients, both existing and potential. Showcase your ability to adjust communication strategies to different personalities and cultures.
• Project Management: Demonstrate your experience leading projects and overseeing progress to ensure successful outcomes. Showcase your skills in managing timelines, budgets, and resources.
• Problem Solving: Demonstrate your ability to research, analyze, and solve complex problems and conflicts. Showcase your skills in finding creative and effective solutions.
• Negotiation: Demonstrate your experience in negotiating contracts and agreements with clients. Showcase your ability to reach win-win outcomes.
• Decision Making: Demonstrate your experience in making sound decisions in fast-paced and often high-pressure situations. Showcase your ability to assess and weigh various options and make decisions that are in the best interest of the client.
• Time Management: Demonstrate your ability to assess workload, prioritize tasks, and manage resources to ensure the successful completion of projects and deadlines.
• Communication: Demonstrate your ability to effectively communicate with clients, colleagues, and stakeholders. Showcase your written and verbal communication skills.

What skills should I put on my resume for Client Manager?

A Client Manager should have a diverse set of skills to ensure successful client relationships. When adding skills to your resume, focus on those that demonstrate your ability to work with clients, manage their accounts and build successful relationships.

• Strong communication and interpersonal skills: You must be able to communicate clearly and effectively with clients, both verbally and in writing. You should also be comfortable in social situations and know how to build strong relationships with clients.
• Project management and organization: You must be organized and efficient in order to manage multiple clients and their accounts. You should be able to juggle multiple projects and prioritize tasks to ensure deadlines are met.
• Problem-solving and conflict resolution: Client Managers must be able to proactively anticipate, identify and resolve any issues that could arise. You should also be comfortable mediating disagreements and finding solutions to problems.
• Strategic thinking: You need to be able to think strategically and anticipate the needs of clients. You should also be able to develop strategies to ensure the success of client relationships.
• Analytical skills: You must be able to analyze data and metrics in order to identify trends and insights. This will help you make data-driven decisions and ensure clients are receiving the best service possible.
• Time management: Client Managers are often juggling multiple projects and clients. Therefore, you must be able to manage your time efficiently and delegate tasks appropriately.

Key takeaways for an Client Manager resume

When crafting a resume for a client manager position, there are some key takeaways to keep in mind. Before you begin writing your resume, be sure to consider the following:

• Showcase Your Abilities: Your resume should highlight your ability to build client relationships, communicate effectively, and drive sales. Demonstrate your expertise by highlighting your track record of successful client management initiatives.
• Showcase Your Experiences: Include past experiences that demonstrate your success in managing clients. Focus on roles in which you have had direct contact with clients or where you have been responsible for managing a portfolio of clients.
• Highlight Your Achievements: It is important to show potential employers that you have achieved success in client management initiatives. This could include increasing client retention, expanding the client base, or growing the company’s revenue.
• Emphasize Your Client Relationships: Highlight the relationships you have built with clients. If you have managed the same clients for a long period of time, include this information on your resume.
• Demonstrate Your Communication Skills: Show potential employers that you are able to communicate effectively in both written and verbal forms. Include any client communications you have drafted or directed.

By following these key takeaways, you can create a client manager resume that will make an impact. Be sure to focus on your abilities, experiences, achievements, relationships, and communication skills in order to demonstrate your value as a client manager.

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Resume Examples

August 19, 2024

15 Customer Service Resume Examples

Getting a new gig in customer service doesn't have to be hard. Just take a quick look at these customer service resume examples for inspiration.

Resume Examples and Guide For

Customer Service

Recent Graduate Customer Service Resume

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• What's the Best Education for a Customer Service Resume?

What Are the Best Hard Skills to Add to a Customer Service Resume?

What are the best soft skills to add to a customer service resume, what are the best certifications for a customer service resume, tips for an effective customer service resume, how long should i make my customer service resume, what should the focus of a customer service resume be.

A well-crafted resume can be your ticket to landing that dream job . Whether you're just starting out or looking to advance your career, this comprehensive guide offers a variety of customer service resume examples tailored to different experience levels and industries. We'll also provide expert guidance on crafting each section of your resume to showcase your unique skills and experiences. Let's dive in and explore how you can create a standout customer service resume that will catch the eye of hiring managers.

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Entry-Level Customer Service Resume Examples

This recent graduate customer service resume example is perfect for recent graduates looking to break into the customer service field. It highlights relevant coursework, internships, and part-time jobs that demonstrate customer service skills.

Mason Walker

[email protected] - (555) 123-4567 - New York, NY

Enthusiastic recent graduate seeking an entry-level customer service position to apply strong communication skills and passion for helping others.

Customer Service Intern

06/2022 - 08/2022

New York, NY

• Assisted customers with product inquiries and purchase decisions
• Resolved customer complaints and escalated complex issues to management
• Maintained organized and clean store environment

Campus Bookstore Assistant

New York University

09/2021 - 05/2023

• Provided excellent customer service to students and faculty members
• Processed transactions and managed inventory
• Assisted with textbook rentals and returns

Bachelor of Arts - Communication

University of Anytown

09/2019 - 05/2023

Anytown, USA

• Relevant Coursework: Interpersonal Communication, Business Writing, Public Speaking, Consumer Behavior

Strong verbal and written communication • Active listening • Problem-solving • Basic CRM software knowledge • Proficient in Microsoft Office Suite • Spanish (Conversational)

Why this resume is great

This resume stands out because it effectively showcases relevant skills and experiences for an entry-level customer service position. The objective statement clearly communicates the candidate's goals, while the education section highlights relevant coursework. The internship and part-time work experiences demonstrate practical customer service skills, and the additional sections like languages and volunteer work add depth to the candidate's profile.

This retail to customer service transition resume example is designed for individuals transitioning from retail to a dedicated customer service role. It emphasizes transferable skills and relevant experiences from retail that apply to customer service.

[email protected] - (555) 987-6543 - Austin, TX

Dedicated retail professional with 3 years of experience in customer-facing roles, seeking to transition into a full-time customer service position. Proven track record of resolving customer issues, maintaining high customer satisfaction ratings, and consistently meeting sales targets.

Sales Associate

Fashion Forward

08/2020 - Present

• Provide exceptional customer service to 50+ customers daily, maintaining a 95% customer satisfaction rate
• Resolve customer complaints and process returns/exchanges efficiently
• Assist customers with product selection, resulting in a 15% increase in average transaction value
• Collaborate with team members to maintain store organization and visual merchandising standards

QuickMart Grocery

06/2019 - 07/2020

• Processed an average of 100 transactions per shift with 99% accuracy
• Addressed customer inquiries regarding product availability, pricing, and store policies
• Managed cash drawer and reconciled daily transactions
• Assisted with inventory management and restocking shelves

Associate's Degree - Business Administration

Cityville Community College

09/2017 - 05/2019

Cityville, USA

Certifications

Customer Service Fundamentals

Retail Sales Professional

Customer needs assessment • Conflict resolution • Point of Sale (POS) systems • Inventory management • Team collaboration • Upselling and cross-selling • Cash handling • Product knowledge

This resume effectively highlights the candidate's transferable skills from retail to customer service. The professional summary clearly states the career transition goal, while the work experience section emphasizes customer service achievements and metrics. The skills section showcases relevant abilities for both retail and customer service roles, and the addition of certifications demonstrates a commitment to professional development in customer service.

This call center representative resume example is tailored for individuals with no prior call center experience but who possess relevant skills and qualities for a customer service role in a call center environment.

William Smith

[email protected] - (555) 246-8135 - Chicago, IL

Motivated and articulate individual seeking an entry-level Call Center Representative position to utilize strong communication skills and passion for customer satisfaction in a fast-paced environment.

Student Helpline Operator

Metropolis Youth Center

09/2022 - Present

Chicago, IL

• Answer incoming calls from students seeking information or support
• Provide empathetic listening and refer callers to appropriate resources
• Maintain confidentiality and accurate call logs

High School Diploma

Metropolis High School

06/2023 - 06/2023

Excellent verbal and written communication • Active listening and empathy • Basic computer proficiency (typing speed: 60 WPM) • Problem-solving and decision-making • Time management and multitasking • Stress management and emotional intelligence • Quick learner with adaptability to new technologies

This resume effectively showcases the candidate's potential for a call center role despite lacking direct experience. The objective statement clearly communicates the applicant's career goals and relevant qualities. The skills section highlights essential abilities for call center work, while the volunteer experience demonstrates practical communication and problem-solving skills. The inclusion of extracurricular activities and additional information further emphasizes the candidate's suitability for the role.

Mid-Level Customer Service Resume Examples

This customer service team lead resume example is designed for customer service professionals looking to move into a team lead role. It emphasizes leadership skills, performance metrics, and experience in guiding and motivating team members.

Ibrahim Mansour

[email protected] - (555) 369-2580 - Phoenix, AZ

Dedicated customer service professional with 5+ years of experience, including 2 years in a senior representative role. Seeking a Customer Service Team Lead position to leverage strong leadership skills, proven track record of improving team performance, and expertise in conflict resolution. Committed to fostering a positive team environment while maintaining high customer satisfaction rates.

Senior Customer Service Representative

TechSupport Inc.

03/2021 - Present

Phoenix, AZ

• Mentor and train new hires, reducing onboarding time by 25%
• Lead daily team huddles to discuss performance metrics and share best practices
• Resolve escalated customer issues with a 98% satisfaction rate
• Implement process improvements that increased team productivity by 15%

Customer Service Representative

QuickHelp Solutions

06/2018 - 02/2021

• Consistently exceeded monthly targets for customer satisfaction and call resolution
• Recognized as "Employee of the Month" three times for outstanding performance
• Collaborated with cross-functional teams to improve product knowledge and service quality

Bachelor of Science in Business Administration

University of Phoenix

09/2014 - 05/2018

Progressville, USA

Customer Service Team Lead Certification

Advanced Conflict Resolution

Team leadership and motivation • Performance management • Conflict resolution • Process improvement • Customer needs assessment • CRM software expertise (Salesforce, Zendesk) • Quality assurance and monitoring • Training and development

This resume effectively positions the candidate for a Team Lead role by highlighting leadership experience and concrete achievements. The professional summary clearly states the career goal and key qualifications. The work experience section emphasizes leadership responsibilities and quantifiable improvements in team performance. The skills section balances customer service expertise with essential leadership abilities. The inclusion of relevant certifications and specific achievements further strengthens the candidate's suitability for a team lead position.

This technical support specialist resume example is tailored for customer service professionals specializing in technical support. It highlights technical knowledge, problem-solving skills, and the ability to communicate complex information clearly to customers.

Mustafa Bitar

[email protected] - (555) 135-7902 - Jacksonville, FL

Detail-oriented Technical Support Specialist with 4+ years of experience in providing top-tier customer service for complex software and hardware issues. Adept at translating technical jargon into user-friendly explanations and consistently maintaining high customer satisfaction ratings. Seeking to leverage strong troubleshooting skills and technical knowledge in a challenging technical support role.

Technical Support Specialist II

InnoTech Solutions

09/2020 - Present

Jacksonville, FL

• Resolve 50+ daily inquiries related to company's SaaS products, maintaining a 96% first-call resolution rate
• Collaborate with development team to identify and document software bugs, contributing to a 30% reduction in recurring issues
• Create and maintain technical documentation and knowledge base articles, improving team efficiency by 25%
• Mentor junior support specialists, focusing on advanced troubleshooting techniques and customer communication skills

IT Helpdesk Technician

GlobalCorp Industries

07/2019 - 08/2020

• Provided first-level support for 500+ employees, resolving hardware, software, and network issues
• Implemented a ticket prioritization system that reduced average response time by 40%
• Assisted in the company-wide rollout of new productivity software, creating user guides and conducting training sessions

Associate's Degree - Information Technology

Jacksonville Community College

CompTIA A+ Certification

ITIL Foundation Certificate in IT Service Management

• Google IT Support Professional Certificate

Windows • macOS • Linux • TCP/IP • DNS • DHCP • Microsoft Office Suite • Google Workspace • Salesforce • Zendesk • HTML • CSS • JavaScript • TeamViewer • LogMeIn • VMware • VirtualBox • Clear communication of technical concepts • Active listening and problem-solving • Patience and empathy in high-stress situations • Time management and prioritization • Continuous learning and adaptability

This resume effectively showcases the candidate's technical expertise alongside strong customer service skills. The professional summary clearly outlines the applicant's experience and key strengths. The work experience section highlights specific technical support achievements and metrics. The detailed technical skills section demonstrates a broad range of relevant abilities, while the soft skills section emphasizes important customer service qualities. The inclusion of relevant certifications further reinforces the candidate's qualifications for a technical support specialist role.

This customer success manager resume example is designed for experienced customer service professionals transitioning into a Customer Success Manager role. It emphasizes strategic thinking, relationship building, and the ability to drive customer retention and growth.

[email protected] - (555) 246-1357 - San Diego, CA

Results-driven Customer Success Manager with 6+ years of experience in customer service and account management. Proven track record of building strong client relationships, driving product adoption, and increasing customer retention rates. Seeking to leverage strategic thinking and data-driven approach to maximize customer lifetime value in a dynamic SaaS environment.

Senior Account Manager

CloudTech Solutions

04/2020 - Present

San Diego, CA

• Manage a portfolio of 50+ enterprise clients with a total annual recurring revenue of $5M
• Increased customer retention rate from 85% to 93% through proactive engagement and tailored success plans
• Implemented quarterly business reviews, resulting in a 25% increase in upsells and cross-sells
• Collaborated with product team to gather customer feedback, influencing product roadmap and feature prioritization

Customer Service Team Lead

QuickServe Inc.

06/2017 - 03/2020

• Led a team of 10 customer service representatives, achieving 98% customer satisfaction score
• Developed and implemented customer onboarding program, reducing time-to-value by 30%
• Created and delivered training modules on product features and customer communication best practices

Bachelor of Business Administration - Major in Marketing

San Diego University

09/2013 - 05/2017

Certified Customer Success Manager (CCSM)

Salesforce Certified Administrator

Strategic account planning • Customer lifecycle management • Upselling and cross-selling • Churn prevention strategies • Data analysis and reporting • Project management • CRM software (Salesforce, Gainsight) • Presentation and public speaking

This resume excels in positioning the candidate for a Customer Success Manager role by highlighting strategic thinking and measurable achievements. The professional summary effectively communicates the applicant's experience and key strengths relevant to customer success. The work experience section showcases progression from customer service to account management, emphasizing skills crucial for customer success such as retention improvement and upselling. The key skills section balances technical abilities with essential soft skills for the role. The inclusion of relevant certifications and notable achievements further reinforces the candidate's qualifications for a customer success position.

This bilingual customer service resume example is tailored for customer service professionals who are fluent in multiple languages, highlighting their ability to serve a diverse customer base and bridge cultural gaps.

Sofia Ramirez

[email protected] - (555) 789-0123 - Columbus, OH

Dedicated bilingual Customer Service Representative with 3+ years of experience providing exceptional support in English and Spanish. Skilled in navigating cultural nuances and resolving complex customer issues across diverse demographics. Seeking to leverage language skills and cultural competence to enhance customer satisfaction in a global company.

Bilingual Customer Service Representative

GlobalConnect Services

Columbus, OH

• Handle 60+ daily customer inquiries in both English and Spanish, maintaining a 97% satisfaction rate
• Assist with translation and localization of customer support materials, improving accessibility for Spanish-speaking customers
• Serve as a cultural liaison between the company and Hispanic market, contributing to a 20% increase in customer retention within this demographic
• Mentor new hires on best practices for cross-cultural communication

Customer Service Associate

LocalMart Retail

• Provided in-store customer support in English and Spanish, resolving product inquiries and processing returns
• Assisted in launching a Spanish-language customer feedback program, increasing survey participation by 35%

Bachelor of Arts - Communications, Minor in Spanish

Columbus University

09/2015 - 05/2019

Diversitytown, USA

Certified Bilingual Customer Service Professional

Cultural Competence in Customer Service

Fluent in English and Spanish (written and verbal) • Cross-cultural communication • Conflict resolution • Active listening • Empathy and patience • Time management • CRM software proficiency (Zendesk, Salesforce) • Basic understanding of Portuguese

This resume effectively showcases the candidate's bilingual skills and cultural competence, making it ideal for a diverse customer service environment. The professional summary clearly communicates the applicant's language abilities and relevant experience. The work experience section highlights specific achievements related to bilingual customer service, including metrics and cultural initiatives. The skills section balances language proficiency with essential customer service abilities. The inclusion of relevant certifications, volunteer experience, and awards further emphasizes the candidate's commitment to cross-cultural communication and customer service excellence.

Senior-Level Customer Service Resume Examples

This customer service manager resume example is crafted for experienced customer service professionals aiming for a management position. It emphasizes leadership skills, strategic thinking , and a track record of improving customer service operations.

Valentina Kovačević

[email protected] - (555) 024-6810 - Charlotte, NC

Dynamic Customer Service Manager with 8+ years of progressive experience in leading high-performing teams and optimizing service operations. Proven track record of implementing innovative strategies to enhance customer satisfaction, reduce churn, and drive revenue growth. Seeking to leverage extensive industry knowledge and leadership skills to elevate customer service standards in a forward-thinking organization.

Customer Service Manager

TechInnovate Solutions

06/2018 - Present

Charlotte, NC

• Lead a team of 25 customer service representatives, consistently achieving 95%+ customer satisfaction scores
• Developed and implemented a comprehensive training program, reducing new hire ramp-up time by 30%
• Spearheaded the adoption of AI-powered chatbots, resulting in a 40% reduction in simple inquiry resolution time
• Collaborate with cross-functional teams to align customer service strategies with overall business objectives
• Analyze customer feedback and service metrics to identify trends and implement process improvements

Senior Customer Service Team Lead

QuickResponse Inc.

03/2015 - 05/2018

• Managed a team of 12 representatives, consistently exceeding KPI targets
• Implemented a peer mentoring program that improved team performance by 25%
• Assisted in the selection and implementation of a new CRM system, increasing efficiency by 20%

Master of Business Administration (MBA) - Focus in Customer Experience Management

Managementville University

12/2017 - 12/2017

Managementville State College

05/2013 - 05/2013

Certified Customer Experience Professional (CCXP)

Six Sigma Green Belt

Team leadership and development • Strategic planning and execution • Performance management • Customer experience optimization • Process improvement • Conflict resolution • Data analysis and reporting • Budget management

This resume effectively positions the candidate for a Customer Service Manager role by showcasing a strong blend of leadership experience and strategic thinking. The professional summary concisely communicates the applicant's extensive experience and key strengths. The work experience section highlights specific management achievements, including team leadership, process improvements, and technology implementations. The core competencies section balances strategic abilities with essential customer service management skills. The inclusion of relevant certifications, professional achievements, and affiliations further reinforces the candidate's qualifications and industry engagement, making this resume stand out for senior management positions in customer service.

This customer experience director resume example is designed for senior customer service professionals aspiring to a director-level position. It emphasizes strategic vision, cross-functional leadership, and the ability to drive organization-wide customer experience initiatives.

Diego Ramirez

[email protected] - (555) 357-9135 - Denver, CO

Visionary Customer Experience Director with 12+ years of expertise in transforming customer service operations and driving organization-wide CX strategies. Proven track record of implementing innovative solutions that significantly enhance customer satisfaction, loyalty, and business growth. Seeking to leverage extensive leadership experience and strategic acumen to elevate the customer experience in a forward-thinking enterprise.

Senior Director of Customer Experience

InnovateNow Corporation

09/2017 - Present

• Oversee a team of 100+ customer experience professionals across multiple departments
• Spearheaded the development and implementation of a company-wide CX strategy, resulting in a 30% increase in Net Promoter Score (NPS) over three years
• Led the digital transformation of customer service channels, increasing online resolution rates by 45% and reducing operational costs by 25%
• Collaborate with C-suite executives to align CX initiatives with overall business objectives and secure buy-in for major investments
• Implemented a Voice of Customer (VoC) program that has directly influenced product development and service improvements

Customer Service and Support Manager

TechPro Solutions

06/2013 - 08/2017

• Managed a team of 50 customer service representatives and technical support specialists
• Redesigned the customer onboarding process, reducing time-to-value by 40% and increasing early-stage retention by 25%
• Implemented a customer feedback loop that led to the development of three new product features

Master of Business Administration (MBA) - Specialization in Customer Experience Management

Denver Business School

09/2014 - 05/2016

Bachelor of Science in Business Administration - Minor in Psychology

Colorado State University

09/2005 - 06/2009

Lean Six Sigma Black Belt

Customer Experience Strategy Development • Cross-functional Team Leadership • Change Management • Customer Journey Mapping • Data-driven Decision Making • Stakeholder Management • Innovation and Digital Transformation • Customer Insights and Analytics

This resume excellently positions the candidate for a Customer Experience Director role by showcasing a comprehensive blend of strategic vision, leadership experience, and tangible achievements. The executive summary effectively communicates the applicant's extensive experience and key strengths in driving CX initiatives. The professional experience section highlights specific director-level achievements, including cross-functional leadership, digital transformation, and measurable improvements in customer satisfaction metrics. The strategic leadership skills section demonstrates a broad range of high-level competencies crucial for a director position. The inclusion of relevant certifications, key achievements, and industry engagement through board memberships and speaking engagements further reinforces the candidate's qualifications as a thought leader in the customer experience field.

This head of customer operations resume example is tailored for senior customer service professionals aiming for a top-level operations role. It emphasizes strategic operational leadership, large-scale team management, and the ability to drive efficiency and excellence across customer-facing functions.

Ava Gonzalez

[email protected] - (555) 468-2468 - Los Angeles, CA

Accomplished Head of Customer Operations with 15+ years of experience in optimizing large-scale customer service operations and driving operational excellence. Proven track record of leading multi-site teams, implementing cutting-edge technologies, and aligning customer operations with overall business strategies. Seeking to leverage extensive operational expertise to transform customer service delivery in a global organization.

Vice President of Global Customer Operations

MegaTech Enterprises

03/2016 - Present

Los Angeles, CA

• Oversee customer operations for a Fortune 500 company, managing a global team of 500+ across 5 countries
• Spearheaded a company-wide operational transformation, resulting in a 35% improvement in customer satisfaction and a 20% reduction in operational costs
• Implemented an omnichannel customer service strategy, increasing first contact resolution by 40% and reducing average handling time by 25%
• Led the integration of AI and machine learning technologies into customer operations, automating 30% of routine inquiries and improving response times by 50%
• Developed and executed a comprehensive workforce management strategy, improving employee engagement scores by 45% and reducing turnover by 30%

Director of Customer Service Operations

InnoServe Solutions

07/2011 - 02/2016

• Managed customer service operations for a rapidly growing tech company, scaling the team from 50 to 200 representatives
• Redesigned the quality assurance program, leading to a 30% improvement in service consistency and a 25% increase in customer retention
• Implemented a robust knowledge management system, reducing training time for new hires by 40% and improving first-call resolution rates by 35%

Master of Science - Operations Management

12/2010 - 12/2010

Excellenceville, USA

Bachelor of Business Administration - Customer Relationship Management

05/2005 - 05/2005

Certified Customer Operations Professional (CCOP)

ITIL Master Certification

Strategic Operational Leadership • Global Team Management • Process Optimization and Automation • Customer Experience Strategy • Operational Metrics and Analytics • Workforce Planning and Development • Vendor Management • Budget Optimization • Change Management • Crisis Management and Business Continuity

This resume effectively positions the candidate for a Head of Customer Operations role by showcasing a powerful combination of strategic vision, operational expertise, and proven leadership in large-scale customer service environments. The executive profile succinctly communicates the applicant's extensive experience and key strengths in optimizing customer operations. The professional experience section highlights specific high-level achievements, including global team management, operational transformations, and technology integrations that have significantly improved customer satisfaction and operational efficiency. The core competencies section demonstrates a comprehensive range of skills crucial for a top-level operations role. The inclusion of relevant certifications, notable achievements, and industry involvement further reinforces the candidate's qualifications as a thought leader and innovator in customer operations.

Industry-Specific Customer Service Resume Examples

This e-commerce customer service resume example is tailored for customer service professionals specializing in the e-commerce sector. It highlights skills and experiences relevant to online retail, including order management, returns processing, and digital communication channels.

Charlotte Scott

[email protected] - (555) 579-1357 - Houston, TX

Dedicated E-commerce Customer Service Specialist with 5+ years of experience in high-volume online retail environments. Skilled in managing complex customer inquiries, resolving order issues, and providing exceptional support across multiple digital channels. Seeking to leverage deep understanding of e-commerce processes and customer needs to enhance the online shopping experience for agrowing e-commerce brand.

Senior E-commerce Customer Service Representative

MegaMart Online

06/2019 - Present

Houston, TX

• Handle 80+ daily customer inquiries via chat, email, and phone, maintaining a 98% satisfaction rate
• Specialize in resolving complex order issues, including multi-channel orders and international shipping complications
• Collaborate with logistics team to expedite time-sensitive orders, improving on-time delivery rates by 15%
• Contribute to the development of FAQs and self-service resources, reducing repeat inquiries by 30%
• Mentor new team members on e-commerce platform functionalities and best practices for online customer support

E-commerce Customer Support Associate

BoutiqueBuy.com

03/2017 - 05/2019

• Managed customer inquiries across various stages of the online shopping journey, from product selection to post-purchase support
• Processed returns and exchanges efficiently, maintaining a 24-hour turnaround time for refund approvals
• Assisted in the implementation of a new order management system, reducing processing errors by 25%

Bachelor of Science - Business Administration, Concentration in E-commerce

Houston State University

Houston, USA

Certified E-commerce Specialist

Shopify Certified Expert

E-commerce platforms (Shopify, Magento, WooCommerce) • Order management systems • Live chat support • Email management • Social media customer service • Product catalog navigation • Payment gateway troubleshooting • Cross-selling and upselling techniques • Returns and refund processing

This resume effectively showcases the candidate's expertise in e-commerce customer service. The professional summary clearly communicates the applicant's experience and relevance to online retail environments. The work experience section highlights specific achievements related to e-commerce customer service, including metrics on customer satisfaction and process improvements. The key skills section demonstrates a comprehensive understanding of e-commerce tools and processes. The inclusion of relevant certifications, achievements, and volunteer experience further reinforces the candidate's commitment to e-commerce and customer service excellence.

This healthcare customer service resume example is designed for customer service professionals working in the healthcare sector. It emphasizes skills such as medical terminology knowledge, patient confidentiality, and empathy in dealing with sensitive health-related inquiries.

Amelia Chen

[email protected] - (555) 680-2468 - Dallas, TX

Compassionate Healthcare Customer Service Representative with 6+ years of experience in patient support and healthcare administration. Proficient in navigating complex health insurance inquiries, scheduling medical appointments, and providing empathetic support to patients and their families. Seeking to utilize extensive healthcare knowledge and customer service skills to enhance patient experience in a leading healthcare organization.

Patient Services Coordinator

Greenfield Medical Center

08/2018 - Present

• Manage a high volume of patient inquiries (100+ daily) via phone, email, and in-person, maintaining a 97% patient satisfaction rate
• Coordinate complex appointment scheduling for multiple departments, reducing wait times by 20%
• Assist patients with insurance verification and billing inquiries, resolving 95% of issues without escalation
• Implement a new patient feedback system, contributing to a 15% improvement in overall patient experience scores
• Train new hires on HIPAA compliance and best practices for sensitive patient communication

Healthcare Customer Service Representative

HealthFirst Insurance

05/2016 - 07/2018

• Addressed member inquiries regarding benefits, claims, and provider networks
• Educated members on preventive care benefits, contributing to a 10% increase in wellness visit scheduling
• Collaborated with claims department to expedite urgent cases, improving resolution time by 30%

Bachelor of Science - Health Services Administration

Dallas University

09/2012 - 05/2016

Certified Healthcare Customer Service Professional (CHCSP)

HIPAA Compliance Certification

Medical terminology • HIPAA compliance • Electronic Health Records (EHR) systems • Insurance verification • Appointment scheduling • Empathetic communication • Crisis management • Patient education • Bilingual customer service (English/Mandarin)

This resume effectively highlights the candidate's expertise in healthcare customer service. The professional summary clearly communicates the applicant's experience and key strengths relevant to patient support and healthcare administration. The work experience section showcases specific achievements in improving patient satisfaction, streamlining processes, and resolving complex healthcare inquiries. The key skills section demonstrates a comprehensive understanding of healthcare-specific competencies, including medical terminology and HIPAA compliance. The inclusion of relevant certifications, professional development, and volunteer experience further reinforces the candidate's commitment to healthcare and patient-centered service. The language skills add value, especially in diverse healthcare settings.

This financial services resume example is tailored for customer service professionals in the financial services sector. It emphasizes skills such as financial product knowledge, regulatory compliance, and the ability to explain complex financial concepts to customers.

Liam O'Connor

[email protected] - (555) 791-3579 - Fort Worth, TX

Detail-oriented Financial Services Customer Service Representative with 7+ years of experience in banking and investment support. Adept at explaining complex financial products, resolving account discrepancies, and ensuring regulatory compliance. Seeking to leverage in-depth financial knowledge and superior customer service skills to enhance client satisfaction and loyalty in a reputable financial institution.

Senior Financial Services Representative

GlobalBank Financial Group

09/2018 - Present

Fort Worth, TX

• Handle 60+ daily client inquiries regarding various financial products, including checking/savings accounts, loans, and investment options
• Achieve 125% of quarterly sales targets for new account openings and cross-selling of financial products
• Conduct needs assessments to recommend appropriate financial solutions, resulting in a 30% increase in customer portfolio values
• Resolve complex account issues and disputes, maintaining a 98% first-contact resolution rate
• Mentor junior team members on regulatory compliance and best practices in financial customer service

Customer Service Specialist

InvestRight Securities

06/2015 - 08/2018

• Assisted clients with account management, trade execution, and investment product inquiries
• Educated clients on online and mobile banking features, increasing digital adoption rates by 40%
• Collaborated with compliance team to ensure all customer interactions adhered to FINRA regulations

Bachelor of Science - Finance

Texas State University

09/2011 - 05/2015

Series 6 and Series 63 Licenses

Certified Financial Services Representative (CFSR)

Anti-Money Laundering (AML) Certification

Financial product knowledge (banking, investments, loans) • Regulatory compliance (FINRA, SEC, AML, KYC) • Risk assessment and management • Financial needs analysis • Fraud detection and prevention • Client relationship management • Problem-solving and conflict resolution • Sales and cross-selling techniques • Confidentiality and data protection

This resume effectively showcases the candidate's expertise in financial services customer support. The professional summary clearly communicates the applicant's experience and key strengths relevant to the financial sector. The work experience section highlights specific achievements in customer service, sales, and regulatory compliance within financial institutions. The key competencies section demonstrates a comprehensive understanding of financial products, regulations, and customer service skills specific to the industry. The inclusion of relevant certifications, professional development, and volunteer experience further reinforces the candidate's commitment to financial services and customer education. The achievement section provides concrete examples of the candidate's success in improving customer satisfaction and operational efficiency.

This hospitality customer service resume example is crafted for customer service professionals in the hospitality industry. It highlights skills such as guest relations, reservation management, and the ability to create memorable experiences for diverse clientele.

Isabella Rossi

[email protected] - (555) 802-4680 - Seattle, WA

Charismatic Hospitality Customer Service Professional with 8+ years of experience in luxury hotels and resorts. Skilled in providing exceptional guest experiences, managing complex reservations, and resolving guest concerns with finesse. Multilingual with a passion for cultural sensitivity and creating memorable stays for international travelers. Seeking to bring a blend of warm hospitality and efficient service to a world-class hotel brand.

Guest Relations Manager

Grand Luxe Resort & Spa

07/2018 - Present

Seattle, WA

• Oversee a team of 15 front desk and concierge staff, ensuring seamless check-in/out processes and personalized guest services
• Implement a guest preference program, resulting in a 25% increase in repeat bookings and a 30% boost in positive reviews
• Manage VIP guest experiences, including coordinating special requests and arranging bespoke activities
• Resolve complex guest issues, maintaining a 99% guest satisfaction rate and a 40% decrease in formal complaints
• Collaborate with various departments to enhance overall guest experience, from room service to spa treatments

Front Desk Supervisor

Cityscape Boutique Hotel

03/2015 - 06/2018

• Managed daily front desk operations, including reservations, check-ins, and guest inquiries
• Trained new staff on hotel policies, reservation systems, and customer service best practices
• Implemented an upselling strategy for room upgrades and amenities, increasing revenue by 15%

Bachelor of Science - Hospitality Management

Seattle International University

Certified Hospitality Supervisor (CHS)

Luxury Hospitality Management Certification

Guest relations and hospitality • Reservation management systems (Opera PMS, SABRE) • Conflict resolution and problem-solving • Upselling and cross-selling techniques • Cultural sensitivity and etiquette • Event planning and coordination • Revenue management principles • Health and safety protocols • Multilingual customer service (English, Italian, Spanish)

This resume effectively highlights the candidate's expertise in hospitality customer service. The professional summary clearly communicates the applicant's experience in luxury hospitality settings and emphasizes key strengths such as cultural sensitivity and creating memorable guest experiences. The work experience section showcases specific achievements in improving guest satisfaction, managing teams, and implementing successful programs that boost revenue and repeat bookings. The key skills section demonstrates a comprehensive understanding of hospitality-specific competencies, including reservation systems and revenue management principles. The inclusion of relevant certifications, professional development, and language skills further reinforces the candidate's commitment to excellence in hospitality. The achievement section provides concrete examples of recognition and impactful initiatives, while the volunteer experience shows ongoing dedication to the industry.

This Software as a Service (SaaS) customer service resume example is designed for customer service professionals specializing in the SaaS industry. It emphasizes technical knowledge, ability to guide users through software features, and skills in managing customer success and retention.

[email protected] - (555) 913-5791 - San Francisco, CA

Results-driven SaaS Customer Service Specialist with 6+ years of experience supporting enterprise-level software solutions. Adept at guiding clients through complex software implementations, troubleshooting technical issues, and driving product adoption. Committed to maximizing customer success and retention through proactive support and strategic account management. Seeking to leverage deep SaaS expertise and customer success skills in a dynamic tech company.

Senior Customer Success Manager

CloudSoft Solutions

05/2019 - Present

San Francisco, CA

• Manage a portfolio of 50+ enterprise clients with a total ARR of $5M, achieving a 95% retention rate
• Lead product onboarding and training sessions, resulting in a 40% increase in feature adoption rates
• Develop and implement customer success strategies, contributing to a 25% growth in upsells and cross-sells
• Collaborate with product team to translate customer feedback into feature enhancements, influencing product roadmap
• Mentor junior team members on SaaS best practices and advanced troubleshooting techniques

Technical Support Specialist

InnoTech SaaS

06/2016 - 04/2019

• Resolved 50+ daily technical inquiries via phone, email, and chat, maintaining a 98% customer satisfaction score
• Created and maintained knowledge base articles, reducing repeat queries by 30%
• Assisted in beta testing new features, providing critical feedback to development team

Bachelor of Science - Information Technology

San Francisco Institute of Technology

SaaS platform expertise • Customer onboarding and training • Technical troubleshooting • API integration support • User adoption strategies • Account management and retention • Product feedback collection and analysis • Upselling and cross-selling techniques • CRM software proficiency (Salesforce, Gainsight) • SQL • JavaScript • API documentation and integration • Data analysis tools (Tableau, Power BI)

This resume effectively showcases the candidate's expertise in SaaS customer service and success. The professional summary clearly communicates the applicant's experience with enterprise-level software solutions and emphasizes key strengths in customer retention and product adoption. The work experience section highlights specific achievements in managing high-value accounts, improving feature adoption rates, and contributing to upsells and cross-sells. The key competencies section demonstrates a comprehensive understanding of SaaS-specific skills, including technical troubleshooting and user adoption strategies. The inclusion of relevant certifications, professional development, and technical skills further reinforces the candidate's commitment to staying current in the fast-paced SaaS industry. The achievement section provides concrete examples of the candidate's impact on customer success metrics, while the volunteer experience shows ongoing dedication to the tech community.

Guidance for Writing a Customer Service Resume

A well-structured customer service resume should typically include the following sections:

• Contact Information
• Professional Summary or Objective
• Work Experience
• Certifications (if applicable)
• Achievements or Awards
• Additional Sections (e.g., Languages, Volunteer Experience)

This structure allows you to present your qualifications clearly and concisely, making it easy for hiring managers to assess your suitability for the role.

For customer service professionals, a chronological or hybrid resume layout is often most effective:

• Chronological: Best for those with a steady career progression in customer service. It highlights your work history and career growth.
• Hybrid: Ideal if you want to emphasize both your skills and work experience. It allows you to showcase your customer service abilities prominently while still detailing your work history.

Choose the layout that best presents your strengths and aligns with the specific customer service role you're applying for.

Your resume header should be clear and professional, including:

• Full Name (in a larger font)
• Professional Title (e.g., "Customer Service Representative" or "Customer Success Manager")
• Phone Number
• Email Address
• Location (City and State/Country)
• LinkedIn Profile URL (optional but recommended)

Ensure all information is current and that your email address is professional.

Sarah Johnson Customer Service Team Lead (555) 123-4567 | [email protected] Chicago, IL | linkedin.com/in/sarahjohnson

Why it works

The good example provides clear, professional information that allows the hiring manager to easily contact the candidate. It includes a professional title that immediately conveys the candidate's level of experience.

Your resume summary should be a concise overview of your customer service experience, skills, and what you can bring to the role. It should:

• Highlight your years of experience in customer service
• Mention 1-2 key skills relevant to the job
• Include a notable achievement or qualification
• Align with the specific customer service role you're applying for

Tailor your summary to each job application , focusing on the qualities and experiences most relevant to that particular position.

Dedicated Customer Service Representative with 5+ years of experience in high-volume call centers. Skilled in conflict resolution and maintaining a 98% customer satisfaction rate. Fluent in English and Spanish, with a track record of reducing call handling times by 20% through efficient problem-solving techniques.

This summary effectively highlights the candidate's experience, key skills, and specific achievements. It provides quantifiable results and mentions language skills, which can be valuable in customer service roles.

Common customer service responsibilities include:

• Responding to customer inquiries via phone, email, chat, or in person
• Resolving customer complaints and issues
• Processing orders, refunds, and exchanges
• Providing product or service information
• Maintaining customer records and documenting interactions
• Escalating complex issues to appropriate departments
• Identifying and assessing customers' needs to achieve satisfaction
• Following up with customers to ensure issue resolution
• Adhering to company policies and procedures
• Maintaining knowledge of products, services, and company updates

When describing your responsibilities on your resume, focus on those most relevant to the job you're applying for and try to quantify your achievements where possible.

Your work experience section should showcase your customer service roles, highlighting your accomplishments and the value you brought to previous employers. For each position, include:

• Company name
• Dates of employment
• 3-5 bullet points describing your key responsibilities and achievements

Focus on quantifiable achievements and specific examples of how you improved customer satisfaction, increased efficiency, or contributed to the company's goals.

• Manage 50+ customer interactions daily via phone and email, maintaining a 97% satisfaction rate
• Implemented a new ticketing system that reduced response times by 30%
• Recognized as "Employee of the Month" 3 times for exceptional customer problem-solving
• Train and mentor new hires on company policies and customer service best practices
• Collaborate with product team to provide customer feedback, contributing to 5 product improvements

This example provides specific details about the candidate's responsibilities and achievements. It quantifies results, mentions recognition received, and shows how the candidate contributed to the company beyond basic duties.

If you're new to customer service, focus on transferable skills and relevant experiences:

• Highlight any customer-facing experiences from other jobs, internships, or volunteer work
• Emphasize soft skills crucial for customer service, such as communication, problem-solving, and patience
• Include relevant coursework, projects, or certifications related to customer service
• Showcase any experience working in team environments or handling conflict resolution
• Mention proficiency in tools commonly used in customer service (e.g., CRM software, Microsoft Office)

Remember to tailor your resume to the specific customer service role you're applying for, emphasizing the skills and experiences most relevant to that position.

What's the Best Education for a Customer Service Resume?

While specific educational requirements can vary depending on the role and company, generally for customer service positions:

• A high school diploma or equivalent is often the minimum requirement
• Associate's or Bachelor's degrees in fields like Business, Communications, or Psychology can be beneficial
• Specialized courses in Customer Service, Conflict Resolution, or Sales can add value

When listing your education, include:

• Degree or diploma earned
• Institution name
• Graduation date (or expected graduation date)
• Relevant coursework or academic achievements (if applicable)

If you have extensive work experience, you can place the education section after your work history. For recent graduates or those with limited experience, consider placing education near the top of your resume.

Hard skills are specific, teachable abilities that are easy to quantify. For customer service roles, consider including:

• Proficiency in CRM software (e.g., Salesforce, Zendesk)
• Typing speed (if relevant to the role)
• Language skills (especially for roles serving diverse customer bases)
• Data entry and database management
• Knowledge of specific industry software or tools
• Familiarity with help desk ticketing systems
• Experience with remote support tools
• Proficiency in Microsoft Office Suite or Google Workspace
• Basic troubleshooting skills (particularly for technical support roles)
• Social media management (for roles involving social media customer service)

Remember to tailor these skills to the specific job requirements mentioned in the posting.

Soft skills are personal attributes that enable someone to interact effectively with others. For customer service roles, essential soft skills include:

• Communication (both verbal and written)
• Active listening
• Problem-solving
• Conflict resolution
• Adaptability
• Time management
• Attention to detail
• Stress management
• Positive attitude

When listing soft skills, it's important to demonstrate these qualities through your work experiences rather than simply listing them. Use specific examples of how you've applied these skills in previous roles.

Certifications can demonstrate your commitment to professional development and enhance your credibility. Some valuable certifications for customer service professionals include:

• Customer Service Certification (CSS) from the Customer Service Institute of America
• Certified Customer Service Professional (CCSP) from the National Customer Service Association
• ITIL Foundation Certification for IT service management
• HDI Customer Service Representative Certification
• Salesforce Certified Service Cloud Consultant
• HubSpot Customer Service Certification
• LinkedIn Learning Customer Service Certificates

When listing certifications, include the full name of the certification, the issuing organization, and the date earned or expiration date if applicable.

To create a standout customer service resume:

• Tailor your resume to the specific job description, highlighting relevant skills and experiences
• Use action verbs to describe your accomplishments (e.g., "resolved," "implemented," "improved")
• Quantify your achievements with specific numbers and percentages where possible
• Showcase your problem-solving abilities with concrete examples
• Highlight any experience with relevant software or tools
• Include any awards or recognition you've received for customer service excellence
• Proofread carefully to ensure there are no spelling or grammatical errors
• Keep the design clean and professional, using a legible font and consistent formatting

Remember, your resume is often the first impression you make on a potential employer, so make it count!

The best resume length for a customer service resume depends on your experience level:

• Entry-level or early career (0-3 years of experience): Aim for a one-page resume
• Mid-level (3-10 years of experience): One to two pages is appropriate
• Senior-level or management (10+ years of experience): Two pages are acceptable, focusing on the most recent and relevant experiences

Regardless of length, ensure that every piece of information on your resume is relevant and adds value to your application. Quality is more important than quantity – it's better to have a concise, well-crafted single page than two pages filled with irrelevant information.

The focus of a customer service resume should be on demonstrating your ability to provide excellent service and solve customer problems effectively. Key areas to emphasize include:

• Customer interaction skills: Highlight your ability to communicate clearly, listen actively, and empathize with customers.
• Problem-solving abilities: Showcase instances where you've resolved complex customer issues or improved service processes.
• Achievements and metrics: Include quantifiable results, such as customer satisfaction scores, resolution rates, or sales figures.
• Relevant technical skills: Mention proficiency in CRM software, ticketing systems, or other tools specific to the role.
• Adaptability: Emphasize your ability to handle various customer personalities and adapt to changing situations.
• Industry knowledge: If applying for a specialized customer service role, highlight your understanding of the industry and its unique challenges.

Remember to tailor your resume to the specific job description, focusing on the skills and experiences most relevant to the position you're applying for.

Crafting an effective customer service resume is a crucial step in landing your ideal position in this dynamic field. By following the guidelines and examples provided in this comprehensive guide, you can write a resume that showcases your unique skills, experiences, and achievements in customer service. To build your resume, sign up for Huntr today .

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• • Identifié et résolu plus de 95 % des litiges clients dans un délai moyen de 48 heures.
• • Maintenu une relation durable avec un portefeuille de 200 clients, augmentant la satisfaction de 20 %.
• • Géré l'intégration de nouvelles procédures améliorant l'efficacité du traitement des dossiers de 30 %.
• • Analysé les écarts et développé des plans d'action correctifs, réduisant les coûts financiers de 15 %.
• • Coordonné avec les équipes opérationnelles pour garantir le respect des dispositions contractuelles et réglementaires.
• • Utilisé des outils informatiques avancés pour le suivi des transports, optimisant les opérations logistiques de 25 %.
• • Réussi à réduire le temps de traitement des expéditions de 20 % en optimisant les processus existants.
• • Assuré la gestion et le suivi des expéditions de marchandises, respectant les délais et la sécurité alimentaire.
• • Coordonné les équipes de manutention pour réduire les erreurs de transit de 15 %.
• • Formé 5 nouveaux employés sur les procédures internes, améliorant leur efficacité de 30 %.
• • Apporté un support constant aux clients pour les questions et les litiges, maintenant la satisfaction à 92 %.
• • Optimisé les itinéraires de transport, réduisant les coûts opérationnels de 12 %.
• • Surveillé et ajusté les performances des livraisons, atteignant un taux de livraison à temps de 98 %.
• • Résolu les incidents de livraison en collaboration avec les équipes internes, minimisant les impacts commerciaux.
• • Établi des rapports d'activité hebdomadaires, fournissant une analyse précise et des recommandations d'amélioration.

5 Exemples de CV de Service Client qui Ont Obtenu un Emploi en 2024

Titre : Ce qu'un CV de service client doit mettre en avant Sous-titre : Tous les CV de service client doivent exposer votre expérience et vos compétences. Dans ce guide, nous examinerons 10 excellents exemples de CV de service client et montrerons pourquoi ils se démarquent.

Tous les exemples de CV dans ce guide.

Manager Service Client

Assistant Service Client

Directeur Service Client

Conseiller Service Client

Guide de cv, les conseils les plus importants pour les cv de service client:.

Comment rédiger votre section d'expérience dans le CV de service client

Comment rédiger votre section de profil dans le CV

Comment créer votre section des compétences dans le cv:, inclure une lettre de motivation de service client pour une candidature remarquable, par expérience.

Les professionnels du service client sont les piliers du succès des entreprises modernes. Leur capacité à gérer les préoccupations des clients avec tact et efficacité transforme des expériences ordinaires en souvenirs remarquables. Vous devez savoir que sans eux, même les meilleures offres peuvent passer inaperçues, car ils apportent cette touche humaine indispensable.

Pour briller dans ce rôle, ils doivent avoir des compétences en communication exceptionnelles et un sens aigu de l'empathie. Lors de la candidature, leur aptitude à résoudre les problèmes et à garder leur calme sous pression fera toute la différence.

Un bon CV de Service Client doit indiquer clairement ces compétences et expériences, afin de montrer que le candidat est prêt à relever tous les défis.

Exemples de CV pour service client

Explorez des exemples supplémentaires de CV pour service client et des guides, et voyez ce qui fonctionne pour votre niveau d'expérience ou votre rôle.

Par expérience

Créer un CV pour un poste de Service Client demande une attention particulière aux détails et une compréhension claire de ce que les recruteurs recherchent.

Format: votre curriculum vitae doit être clair et facile à lire, préférant des polices simples et une structure aérée. Évitez les layouts trop artistiques qui compliquent la lecture. Mettez en avant les informations essentielles.

Longueur: un CV de service client efficace ne dépasse pas une page, sauf si vous avez une expérience exceptionnelle à partager. Les recruteurs apprécient la concision et la pertinence de chaque information. Résumez vos expériences et compétences de manière succincte.

Structure: organisez votre document de manière logique, avec des sections clairement définies pour vos expériences professionnelles, vos compétences et vos formations. Une bonne structuration permet une lecture fluide et une compréhension rapide de votre parcours. Utilisez des puces pour lister les points clés.

Compétences: mettez en avant des compétences spécifiques et pratiques telles que la gestion des conflits, la patience et la communication interculturelle. Les recruteurs veulent voir que vous avez des compétences directement applicables et précieuses pour le poste. Évitez les compétences générales qui n'ajoutent pas de valeur directe.

Expériences professionnelles: décrivez vos expériences passées avec des détails concrets sur vos réalisations et impacts dans votre précédent poste. Les recruteurs veulent connaître les résultats tangibles que vous avez obtenus. Chiffrez vos réussites quand c'est possible, comme "augmentation de la satisfaction client de 20%".

Qualités personnelles: incluez des traits de caractère qui sont importants pour ce poste, comme l'empathie, la gestion de stress et l'optimisme. Les recruteurs recherchent des candidates qui peuvent non seulement remplir leurs tâches, mais aussi contribuer positivement à l'équipe. Affichez vos qualités humaines de manière authentique et crédible.

Sections indispensables dans un CV de service client

Un CV de Service Client doit clairement démontrer vos compétences et expériences pertinentes. Les sections doivent refléter vos atouts et fournir des informations essentielles aux employeurs potentiels. Voyons quelles sections sont indispensables.

Expérience professionnelle: cette section met en évidence votre parcours professionnel. Elle détaille les postes que vous avez occupés, vos responsabilités et vos réalisations. Inclure cette section montre votre qualification et votre impact sur les entreprises précédentes.

Compétences: énumérez vos compétences techniques ou interpersonnelles. Cela peut inclure des compétences en communication, en résolution de problèmes et en logiciel spécifique. Ces compétences démontrent votre capacité à exceller dans des rôles de service client.

Formation: indiquez vos diplômes et certifications obtenus. Mentionnez l'institution, la spécialisation et l'année d'obtention. Cette section atteste de votre formation académique et de vos connaissances théoriques.

Sections supplémentaires dans un CV de service client

Pour compléter votre CV, ajoutons quelques sections supplémentaires. Ces sections peuvent distinguer votre candidature.

Langues: vos capacités linguistiques peuvent vous démarquer. Indiquez les langues que vous parlez, lues et écrites ainsi que votre niveau de maîtrise. Cela montre votre adaptabilité à différentes clientèles et marchés.

Certifications professionnelles: cette section inclut des formations et cours spécifiques. Mentionnez les certifications pertinentes au service client, comme des cours de gestion des relations clients. Cela démontre votre engagement à améliorer continuellement vos compétences.

Références: ajoutez des contacts professionnels prêts à parler en votre faveur. Mentionnez leur rôle, leur relation avec vous et comment les joindre. Cela offre au recruteur des preuves de votre compétence et de votre éthique de travail.

Un bon CV de Service Client vous donne vraiment l’avantage en vous représentant sous un jour favorable et en couvrant tous les aspects nécessaires.

Comment rédiger votre section d'expérience dans le CV de service client

Avoir une bonne expérience en tant que Service Client sur votre CV peut faire toute la différence lorsque vous postulez pour un emploi. C’est une compétence précieuse qui montre votre capacité à interagir positivement avec les clients et à résoudre leurs problèmes. Pour maximiser votre impact, vous devez bien structurer et présenter vos expériences professionnelles dans cette domaine spécifique. Voici des conseils pratiques pour rendre votre CV attrayant pour les recruteurs du monde entier.

Conseils pratiques pour l’expérience professionnelle de votre CV

Mentionnez le nom de l'entreprise et votre titre de poste clairement pour chaque emploi que vous avez occupé avant. Cela permet aux recruteurs de voir immédiatement vos responsabilités et le contexte dans lequel vous travaillez.

Décrivez succinctement vos principales responsabilités dans chaque poste. Utilisez des verbes d’action pour montrer que vous avez activement contribué à l'entreprise. Réflechissez à vos actions et à leur impact.

Précisez les résultats et les objectifs que vous avez atteints, et quantifiez-les avec des chiffres si possible. Parlez de l’augmentation de la satisfaction client ou de la réduction des temps de réponse. Cela offre une preuve concrète de votre efficacité.

Parlez de votre capacité à gérer les conflits et à résoudre les problèmes rapidement. Soulignez comment vous avez traité des situations difficiles avec professionnalisme. Mentionnez toute formation ou certification en gestion de conflits que vous avez reçue.

Expliquez votre habileté à utiliser les outils technologiques et les logiciels de service client. Mettez en évidence les compétences spécifiques, comme la maîtrise des systèmes CRM. Cela montre que vous êtes à jour avec les technologies actuelles.

Montrez votre capacité à travailler en équipe et à collaborer avec d'autres départements. Citez des exemples où la coordination a joué un rôle clé dans la résolution d’un problème client. Les entreprises aiment savoir que vous pouvez bien vous intégrer dans leur structure organisationnelle.

Mettez en avant votre communication efficace, tant à l'orale qu'à l'écrit. Donnez des exemples concrets où vous avez utilisé ces compétences pour générer de la satisfaction client. Parlez de façons spécifiques dont vous avez amélioré la communication interne ou externe.

Soulignez votre capacité à travailler sous pression et dans un environnement dynamique. Décrivez des situations où vous avez maintenu votre calme et votre efficacité. Cela montre que vous pouvez fonctionner bien même dans des circonstances stressantes.

Décrivez votre adaptabilité et votre flexibilité face à des changements soudains. Parlez d'exemple où vous avez dû ajuster rapidement votre approche. Les employeurs recherchent des personnes qui peuvent s’adapter à diverses situations.

Mentionnez toute reconnaissance ou récompense que vous avez reçue pour vos performances en service client. Parler de ces distinctions peut ajouter une couche supplémentaire de crédibilité à votre candidature. Cela montre que votre travail est apprécié et reconnu.

Vous avez maintenant une base solide pour enrichir la section de votre CV dédiée à votre expérience professionnelle en service client. Ensuite, examinons des exemples concrets pour quantifier votre expérience, comprendre les responsabilités clés recherchées par les managers RH, et adapter votre CV aux descriptions de poste plus en détail. Si vous êtes à la recherche d’un poste de niveau débutant ou d’un stage, nous vous guiderons aussi sur la meilleure manière de compenser votre manque d'expérience.

Exemples de comment quantifier votre expérience:

• Augmentation de la satisfaction client de 25% en mettant en œuvre un système de gestion des plaintes plus efficace, ce qui a réduit le temps de réponse moyen à moins de 24 heures.
• Réduction de 30% des temps d'attente téléphoniques en optimisant l'ordonnancement des agents et en implémentant des solutions technologiques de centre d'appels avancées.
• Augmentation des taux de résolution au premier contact de 20% grâce à la formation continue des agents sur les compétences techniques et relationnelles.
• Mise en place d'une campagne de feedback client qui a permis de recueillir et d'analyser plus de 1 000 avis, contribuant ainsi à des améliorations de service ciblées.
• Amélioration de 15% de la fidélisation des clients en développant et en exécutant des programmes de rétention clients personnalisés.
• Réduction des coûts opérationnels de 10% en automatisant les tâches répétitives et en optimisant les processus internes du centre de service.
• Augmentation des ventes croisées de 40% en formant les agents à des techniques de vente suggestive et en intégrant des recommandations de produits dans les interactions client.
• Diminution de 20% du taux de churn en mettant en place des stratégies proactives de gestion de la relation client, telles que les suivis réguliers et les offres personnalisées.
• Obtention d'un score net promoteur (NPS) de 65, soit une augmentation de 15 points, en renforçant les compétences des agents sur l'expérience client et l'empathie.
• Réussite à atteindre un taux de résolution de problèmes en ligne de 80% en intégrant des chatbots et des FAQ interactives sur le site web de l'entreprise.
• Participation à l'augmentation de 50% du nombre de plaintes résolues dans les 48 heures en améliorant la coordination entre les équipes interfonctionnelles.
• Réduction de 25% des erreurs de traitement des demandes clients grâce à l'intégration de systèmes CRM avancés et à la formation approfondie des agents sur les nouvelles technologies.
• Augmentation de 35% du taux de recommandation client par le biais de programmes de parrainage et de récompenses pour les clients fidèles.
• Amélioration de 18% des temps de traitement des demandes grâce à la création et à l’implémentation de KPI précis et la mise en place de tableaux de bord de performance.
• Accroissement de 22% de l’efficacité des campagnes de rétention grâce à une segmentation plus fine des données clients et à des communications marketing personnalisées.

Verbes d'action et mots-clés dans les CV de service client:

• Augmentation de la satisfaction client de 25 % grâce à la mise en place de processus d'amélioration continue et de formation des équipes de support.
• Réduction des délais de réponse aux requêtes client de 30 % en optimisant les flux de travail et en introduisant des outils de gestion des tickets.
• Augmentation du taux de résolution lors du premier contact de 40 % par le biais de formations en résolution de problèmes et d'amélioration des processus internes.
• Réduction des plaintes client de 20 % en effectuant des analyses de causes profondes et en mettant en place des plans d'action correctifs spécifiques.
• Amélioration de la rétention client de 15 % grâce à la mise en place de stratégies de fidélisation et de programmes de suivi personnalisé.
• Diminution des coûts de support client de 18 % en automatisant certains processus et en réallouant les ressources vers des tâches à plus forte valeur ajoutée.
• Augmentation des ventes croisées de 12 % en formant les équipes à identifier les opportunités de vente pendant les interactions avec les clients.
• Mise en place de sondages de satisfaction réguliers, augmentant le taux de participation de 35 % et obtenant des feedbacks plus précis pour des améliorations continues.
• Réalisation d'analyses de données clients qui ont permis de cibler des améliorations spécifiques, augmentant la satisfaction client globale de 22 %.
• Augmentation de l'efficacité des équipes de support de 30 % par l'introduction de logiciels de gestion de la relation client (CRM) et de tableaux de bord de performance.
• Diminution des escalations de cas de 25 % en développant une meilleure écoute et compréhension des besoins des clients par les équipes de première ligne.
• Amélioration des scores NPS (Net Promoter Score) de 15 points en mettant en œuvre des initiatives centrées sur la voix du client et la personnalisation des services.
• Augmentation de 20 % du taux de recommandation par les clients existants grâce au déploiement de programmes de parrainage et de récompenses.
• Réduction des délais de résolution des incidents critiques de 50 % par l'établissement de procédures d'urgence et de coordination inter-départements.
• Amélioration de la qualité des interactions téléphoniques de 30 % via la mise en place de scripts de conversation et de formations continues en communication.

Points de description du poste dans les CV de service client:

Concentrez-vous sur les mots-clés tirés de l'offre, pour que votre CV ressorte aux yeux des recruteurs. Intégrez ces mots naturellement dans les descriptions de vos expériences. Montrez votre adéquation parfaite avec le poste.

Décrivez vos responsabilités passées en utilisant des verbes d'action. Montrez comment vos actions ont bénéficié à vos anciens employeurs. Utilisez des chiffres quand c'est possible pour donner du poids à vos réalisations.

Adaptez chaque description de poste pour démontrer que vous avez déjà accompli ce qui est demandé. Éliminez les informations superflues qui ne sont pas pertinentes pour le nouveau rôle. Mettez en avant les compétences spécifiques annoncées dans l'offre.

Utilisez des exemples concrets de projets où vous avez brillé. Racontez comment vous avez résolu des problèmes spécifiques, rendant votre expérience tangible et pertinente. Reliez toujours vos succès directement aux exigences du futur poste.

Montrez vos compétences en service client avec des exemples détaillés. Expliquez comment vous avez géré des situations difficiles avec des clients. Mettez en avant votre capacité à maintenir une satisfaction client élevée.

Assurez-vous que le langage et le ton de votre CV correspondent à la culture de l'entreprise. Si l'offre d'emploi utilise un langage technique, reflétez-le dans vos descriptions. Adoptez un ton professionnel et dynamique pour montrer que vous êtes sur la même longueur d'onde que le recruteur.

Lorsqu'on rédige un profil professionnel pour un poste de Service Client, il est vital de captiver immédiatement l'attention de l'employeur. Votre profil doit démontrer vos compétences essentielles et mettre en lumière vos réussites professionnelles. Pour un rôle en service client, il est préférable de se concentrer sur vos capacités de communication et d'organisation. N'oubliez pas d'adapter ce profil aux exigences spécifiques du poste pour lequel vous postulez.

La différence entre un profil professionnel et un objectif réside dans leur finalité. Un objectif présente vos intentions professionnelles et ce que vous espérez accomplir dans le poste proposé. En revanche, un profil professionnel est un résumé de vos qualifications et de vos expériences précédentes. Pour un poste de Service Client, un profil professionnel est généralement plus pertinent afin d'illustrer vos compétences et atouts principaux qui feront de vous un candidat idéal.

Conseils pratiques pour votre CV profil professionnel

Recommandez d'inclure vos compétences en communication, car elles sont cruciales dans le Service Client. Mentionnez des exemples spécifiques où ces compétences ont amélioré vos relations avec les clients. Cela démontre votre efficacité et votre capacité à gérer des situations difficiles.

Mettez en avant votre expérience précédente en relation avec le Service Client. Soyez précis en mentionnant les postes occupés et les tâches accomplies. Cette précision ajoute de la crédibilité à votre CV.

Soulignez votre capacité à résoudre des problèmes de manière créative et efficace. Décrivez une situation spécifique où vous avez résolu un problème complexe pour un client. Montrer que vous êtes capable de gérer des imprévus est très apprécié.

Indiquez clairement votre aptitude à travailler en équipe. Expliquez comment votre capacité à collaborer a été bénéfique pour vos organisations précédentes. La collaboration est essentielle dans un environnement de Service Client.

Mentionnez des réalisations mesurables qui montrent votre impact positif. Par exemple, parlez de vos réussites en termes de satisfaction client ou de fidélisation. Cela permet de quantifier votre contribution.

Ajoutez une touche personnelle en évoquant vos motivations et passions pour le Service Client. Parlez de ce qui vous pousse à offrir un excellent service. Cela humanise votre profil et montre votre engagement.

Maintenant que vous disposez de ces astuces pour structurer le profil professionnel de votre CV, nous allons vous présenter des exemples concrets. Ces modèles vous aideront à concrétiser ces conseils et à adapter votre CV selon le poste que vous visez.

Exemples de déclarations personnelles dans les CV:

Professionnel du service client avec plus de 5 ans d'expérience, expert dans la résolution des problèmes et la satisfaction des clients, capable de gérer des situations complexes avec tact et efficacité.

Diplômé récent en communication, passionné par le service client et cherchant une opportunité pour développer ses compétences dans un environnement dynamique. Capacité à apprendre rapidement et à s'adapter aux exigences des clients.

Analyste du service client avec une forte capacité analytique, spécialisé dans l'amélioration des processus de service. Excellente compétence en communication et attention détaillée aux besoins des clients.

Stagiaire motivé avec une solide formation académique en administration et gestion, désireux de mettre en pratique ses compétences interpersonnelles et de participer activement à l'expérience client.

Responsable de la satisfaction client avec une approche systématique pour résoudre les réclamations, garantir un suivi efficace et maintenir d'excellentes relations avec les consommateurs à long terme.

Assistant de service client dynamique et fiable, ayant une compétence éprouvée dans la gestion des appels et des courriels, avec un accent particulier sur la rapidité et la qualité de la réponse pour maximiser la satisfaction du client.

Les compétences essentielles pour un service client sont nombreuses et variées. Exceller dans ce domaine demande une combinaison de communication efficace, de patience et de résolution de problèmes. Il est important de maîtriser l'art de satisfaire les clients tout en répondant rapidement à leurs besoins. Vos compétences influencent directement la satisfaction du client et la réputation de l'entreprise.

Conseils pratiques pour la section compétences de votre CV

Choisissez des mots-clés qui démontrent votre aptitude à communiquer avec clarté et empathie. Utilisez des expressions telles que “excellent communicateur”, “écoute active” et “capacités de négociation”. Cela montre que vous pouvez comprendre et répondre aux besoins des clients de manière efficace.

Mettez en avant votre capacité à résoudre des problèmes rapidement et efficacement. Mentionnez des compétences comme “résolution de litiges” et “gestion des plaintes”. Cela prouve que vous êtes capable de prendre des décisions sous pression et de trouver des solutions satisfaisantes pour les clients.

Soulignez votre aptitude à travailler en équipe car le service client ne se fait pas en solitaire. Indiquez des compétences telles que “collaboration interservices” et “esprit d'équipe”. Cela démontre que vous pouvez collaborer avec vos collègues pour améliorer le service fourni.

Identifiez des compétences techniques qui pourraient être requises pour certains outils ou logiciels spécifiques au service client. Parlez de votre maîtrise de logiciels de gestion de la relation client (CRM). Cela montre que vous êtes à l'aise avec les outils modernes et que vous pouvez gérer efficacement les informations des clients.

Ne négligez pas les compétences interpersonnelles telles que la patience, l'empathie et la gestion du stress. Mentionnez des aptitudes comme “capacité à travailler sous pression” et “empathie”. Ces compétences vous permettent de gérer des situations difficiles et de maintenir une relation positive avec les clients.

Indiquez des compétences linguistiques supplémentaires si vous êtes capable de traiter avec des clients internationaux. Précisez votre niveau dans différentes langues éventuellement utilisées dans le service client. Cela peut être un atout majeur pour l'entreprise et élargir le nombre de clients potentiels que vous pouvez aider.

Voici une liste des compétences clés que vous pouvez inclure dans votre CV pour un service client.

Principales compétences techniques pour les CV de service client

• Gestion des relations clients
• Connaissance des logiciels CRM
• Analyse des données
• Gestion de projets
• Support technique
• Connaissance des produits
• Processus de résolution des problèmes
• Formation des utilisateurs
• Vente croisée
• Support en ligne
• Service après-vente
• Gestion des retours
• Liaison inter-départements

Principales compétences comportementales pour les CV de service client

• Communication
• Adaptabilité
• Écoute active
• Résolution de conflits
• Organisation
• Gestion du stress
• Travail d'équipe
• Pensée critique
• Proactivité
• Flexibilité
• Capacités relationnelles

Rédiger une lettre de motivation convaincante est une étape essentielle pour décrocher un emploi, surtout dans le secteur du service client. Cette lettre vous permet non seulement de vous présenter, mais aussi de démontrer votre intérêt et vos capacités à remplir le poste. Elle a une place primordiale dans les candidatures, car elle peut faire la différence entre être choisi ou écarté. En mettant en valeur vos compétences et votre passion pour aider les clients, vous augmentez vos chances d'obtenir une interview.

Conseils pratiques pour votre lettre de motivation:

Mentionnez votre expérience dans le service client en donnant des exemples concrets qui montrent comment vous avez résolu des problèmes pour les clients. Faites en sorte que vos exemples soient directement liés aux compétences requises pour le poste. Cela démontre que vous êtes déjà qualifié.

Parlez de vos compétences en communication et de la manière dont elles vous aident à bien comprendre et à résoudre les préoccupations des clients. Expliquez comment vous adaptez votre communication en fonction du client. Cela montre votre capacité d'empathie.

Mettez en avant votre capacité à travailler sous pression en illustrant des situations où vous avez dû gérer plusieurs tâches à la fois. Donnez des exemples détaillés. Montrez que vous pouvez rester efficace même dans les moments stressants.

Indiquez votre connaissance des outils et technologies pertinents au service client, comme les logiciels CRM. Décrivez comment ces outils ont facilité votre travail. Cela prouve que vous êtes prêt à utiliser les mêmes outils dans votre prochain poste.

Expliquez comment vous vous assurez que les clients quittent toujours avec une impression positive. Donnez des exemples concrets de fois où vous avez surpassé les attentes des clients. Cela démontre votre engagement pour l'excellence.

Parlez de votre flexibilité et de votre capacité à vous adapter à des horaires variables. Mentionnez votre disponibilité à travailler les soirs et les week-ends si nécessaire. Cela montre que vous êtes prêt à faire des compromis pour le succès de l'équipe.

Utilisez des données chiffrées pour montrer vos réussites, comme le nombre de plaintes résolues ou le taux de satisfaction des clients. Cela rend vos accomplissements plus tangibles. Les chiffres parlent souvent plus fort que les mots.

Mentionnez des formations ou certifications spécifiques que vous avez suivies dans le domaine du service client. Expliquez comment ces formations ont amélioré vos compétences. Cela montre votre volonté d'apprendre et de vous améliorer continuellement.

Exprimez votre passion pour le service client en expliquant pourquoi vous aimez ce secteur. Parlez des aspects du travail que vous trouvez le plus gratifiant. Cela montre que vous ne cherchez pas seulement un emploi, mais une carrière.

Proposez des idées pour améliorer le service client dans l'entreprise où vous postulez. Soyez spécifique et réaliste dans vos suggestions. Cela démontre que vous avez fait vos recherches et que vous êtes déjà investi dans l'avenir de l'entreprise.

À présent, passons à l'étape suivante: comment harmoniser votre lettre de motivation avec votre CV.

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