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Client Service Account Manager

Location:
United Kingdom
Posted:
March 05, 2017

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Original resume on Jobvertise

Resume:

Samia ketfi

Mobile: 079********

Email: acy4o6@r.postjobfree.com

Address : Bournemouth Dorset BH1 4AY

I am an enthusiastic, self-motivated, and hard working person with a strong focus on customer service. I

enjoy exceeding expectations and challenging myself to always find new ways to work better and

smarter. I always seek to achieve a high standard in whatever work I undertake .

Key attributes:

Trilingual : Fluency in French, Arabic & English ; Customer Service focused; Excellent communication skills ;

Team player ; problem solving ; Good organisation with attention to details ; Team work ; Excellent Computers

skills

Professional experience

Client Service Analyst/Client Service Account Manager January 2015 to present JP

Morgan Bournemouth

Responsibilities:

Maintains and enhances best in class client service to a designated portfolio of Non-Bank Financial

Institution Treasury Services Clients, promoting 100% client satisfaction by interacting with the client on service

& operating issues and opportunities

Act as a single point of contact for transactional, account maintenance and investigation enquiries

Ensure the prompt resolution of customer enquiries relating to cash management product

Develop, maintain and broaden partnerships with clients

Participate in and support Treasury Services initiatives identify opportunities for product development

and enhancement

Understand clients business to predict their needs and provide appropriate solutions

Key Achievements:

Maintained service level agreement by closing urgent cases within 24 hours ensuring clients satisfaction

Supported clients with Self-Service training on MasterCard reporting and service tool - Smartdata

Achieved a quarterly average of 94% on Quality Evaluations across all client cases

Provided language support to the department by calling French speaking clients to resolve issues

ensuring customer service excellence

Inside Sales Administrator EMEA October 2008 to December 2014

Crydom SSR Ltd Poole

Responsibilities:

Managing a portfolio of allocated accounts based in France, Nordic countries, Benelux, UK and Africa I

was in charge of multiple companys key accounts

In charge of all incoming enquiries from allocated clients including sample requests, returns,

delivery/shipment enquiries,price requests, creating reports,

Resolving clients phone and email enquiries and coordinating with third parties when needed

(Warehouse, Logistics, Finance, etc.) to ensure excellent customer service

Supporting Regional Sales Managers on account management and follow up on projects and quotations

in order to achieve company targets

Investigating/managing price requests and creating quotations for customers

Providing Level 1 technical support to clients on the phone and by email

Key Achievements:

Became senior member of the team and a top performer. Received frequent recognition from both

customers and Managers

Became the companys systems expert and assigned to train new users on the companys Customer

Relations Management tool Salesforce.com

Developed and enhanced local company procedures and processes leveraged by both current and new

employees

Developed & maintained the companys export compliance process in coordination with the Regional

Export Compliance Manager to ensure policies and procedures are up to date, understood and applied

locally by employees

Business Development Agent January 2008 to September 2008

Astute Bournemouth

Responsibilities:

Outbound Business to Business(B2B) sales calls to Senior Executives and IT Managers in the UK and in

Europe

Database Management within the Customer Relations Management system

Key Achievements:

Rewarded best employee of the month based on an outstanding target achievement

Novo Nordisk A/S Algeria March 1998 to May 2005

Responsibilities:

IT Officer March 2003 to May 2005

IT officer and HR Coordinator September 2001 to February 2003

IT, HR and Quality Officer October 2000 to August 2001

Executive Assistant and IT Officer March 1999 to September 2000

Executive Assistant March 1998 to February 1999

Key Achievements:

IT Massive contribution in implementing IT platforms and VPN solution

HR Carried out a customer satisfaction survey in coordination with Regional HR Management and

developed an action plan for improvement based on the survey results

Quality Performed an IT audit for Novo Nordisk Morocco office

Education

1989 1992: University Degree in Computer Science / Diplome Universitaire des Etudes Appliques (DUEA),

USTHB University, Algiers Algeria

1986 1989: Baccalaureat Computer Science, Lyce Emir Abdelkader, Algiers Algeria

Trainings and Seminars

- April 2013: Export Compliance Course Southampton

- May 2012: Customer service training, Creating the right impression Bournemouth & Poole college

- July 2011: Microsoft Excel training level 1 (Beginners) & level 2 ( Intermediate)

- April 2004: IT Management International Conference, Madrid Spain

- May 2003: IT Management International Conference, Copenhagen Denmark

- January 2003: Administration of Microsoft Windows 2000, High-Tech Center (MS Certified) Algeria

- May 2002: IT Management International Conference, Copenhagen Denmark

- February 2002: Management Development training/workshop, Hay Group Athens Greece

- April 2001: IQS Quality Training Course, Copenhagen Denmark

- April 2001: Fundamentals of Finance Program, Athens Greece

- June 2001: Lead Auditor training course, Copenhagen Denmark

Computer Skills Applications & Systems

Microsoft Office (Word, Excel, PowerPoint, Outlook)

Lotus Notes

CRM : Salesforce.com

ERP : JD Edwards



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