Client Relations Manager
Resume:
Valerie Lewis
*******.*.*****@***.***
SUMMARY
Consummate business professional demonstrating more than 20 years of experience with First American Title Insurance
Company. Diverse management, operations and administrative experience.
Highlights
Divisional financial management
Client relations management
Process improvement, development and implementation
Team management
Operations
Administration
Accomplishments
Streamline and implement process improvement initiatives for multiple teams
Manage client relationships to maintain highest customer satisfaction and loyalty
Manage a Division to profitability during economic downturn
EXPERIENCE
First American Title – Lenders Advantage Division
Client Relations Manager
April, 2013 through October, 2013
Implement new, untried Client Relations Manager position within Division
Onboard new clients using questionnaire and distribute onboarding information to appropriate teams
Design format to analyze new order data to ensure customer expectations are met
Conduct service recovery calls as well as follow up calls – act as liaison between customer and company
Provide training to new customers for proprietary software
Client Relations Manager position integral part of successful customer experience
Division Manager
May, 2008 through March, 2013
Manage Division to right size it during the economic downturn
Analyze Division financials to manage expenses and maintain profitability
Implement process improvement initiatives to increase profitability - over 19% profit retention in 2012
Client Solutions Manager/Branch Manager
October, 2003 through May, 2008
Manage a group of 30 employees which included multiple teams with diverse processes and tasks
Implement electronic recording for in state transactions
Streamline team processes by designing workflow and utilizing available tools in proprietary software
Establish and maintain client relationships with local and national customers
Provide system and process training to customers
Design training guides and address/resolve software problems for users
Work closely with National Lenders Advantage to onboard and implement new processes
Work with in house staff trainer to implement file less escrow transactions
EDUCATION
Business
Scottsdale Community College
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