Customer Service Manager

Professional Summary

Skills

Work History

A DM

*** ******* ******, *********, ** 06111 • Cell: 860-***-**** • *******@*****.*** Client Service Manager with extensive background in conflict resolution and customer care. Skilled in establishing a strong rapport with clients. Self-motivated with exceptional communication and customer service skills. Meticulous Service professional, excellent at juggling multiple tasks and working under pressure. Broad industry experience includes banking operations, software and networking.

Strong client relations

Quick learner

Self-motivated

Creative problem solver

Team liaison

Strong verbal communication

Conflict resolution

Process implementation

Client assessment and analysis

Escalation contact for support staff

Skilled in call center operations

Talented client relations manager

Client Service Manager, 07/2011 to 02/2018

Fiserv – Glastonbury, CT

Developed reputation as an efficient service provider with high levels of accuracy. Investigated and resolved customer inquiries and complaints in a timely and empathetic manner. Served as the main liaison between customers, management and sales team. Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

Recipient of multiple positive reviews acknowledging dedication to excellent customer service. Project Manager, 04/2008 to 05/2011

Open Solutions Inc – Glastonbury, CT

Education

Maintained project schedules by managing timelines and making proactive adjustments. Conducted weekly production and operations contractor meetings, which facilitated stronger communication and the ability to resolve critical issues. Determined the project schedule, which included the sequence of all implementation activities. Prepared regular interval progress reports.

Offered technical assistance to service providers. Trained and promoted continued education for all onsite crew members. Systems Analyst, 06/2004 to 04/2008

Open Solutions Inc – Glastonbury, CT

Provided client support on system operation and troubleshooting. Performed system analysis, documentation, testing, implementation and user support for platform transitions.

Maintained and administered computer networks and environments, including computer hardware, software and applications.

Diagnosed, troubleshot and resolved network and system problems. Resolved or escalated problem tickets to resolve user issues. Supported 150-175 outsourced clients as well as 25-30 staff members. Associate of Arts: Finance\Banking, 1994

New England College of Finance - Glastonbury, CT

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