Director of Client Services
Resume:
Teresa Kerner
Richmond, TX *****
************@***.***
Experienced Director of Client Services for high profile company. Exceptional verbal and written communication skills as well as time management skills. Work Experience
Director of Client Services
s4 Communications - Houston, TX
June 2022 to October 2023
• Responsible for maintaining healthy business relationships with clients, ensuring that operational teams provide the highest quality services for the clients, following their deliverables, timelines and business requirements.
• Oversee project management procedures, identifying inconsistencies, and revising business plans to improve outputs and achieve client satisfaction.
• Recommend cost-reduction techniques, as well as develop processes to maximize productivity and enhance the utilization of resources.
• Coordinate with the clients for progress updates, as well as informing them of adjustments and opportunities for business development.
Account Manager-Client Services
Professional Enrollment Concepts - Houston, TX
April 2018 to January 2022
• Serves as Project Manager and primary contact for multiple clients. Client participant volume ranges from 200 to 16,000 lives
• Provides outstanding customer and client service by responding to inquiries in a timely manner and managing and exceeding expectations.
• Provides insight and develops effective business solutions related to participant and provider issues.
• Partners internally with members of the Sales Team, Implementation, Data Analysis, Contracting and Call Center
• Customer Communication departments. Actively focus on specific strategies and approaches that may arise throughout the life of the contract based on the client industry.
• Performs participant and carrier enrollment audits. Consultant
Eleganza, LLC - Houston, TX
January 2015 to December 2018
• Marketing
• Recruiting
Consultant
SEAL Security Solutions LLC - Houston, TX
January 2016 to December 2016
Customer Service
Client Support
Process Documentation
Self Training
Team Manager-Client Services
Empyrean Benefit Solutions - Houston, TX
January 2015 to December 2016
Team Manager for Health and Welfare Benefits Administration Service Center. Ensure targets, goals as well as client expectations are met and/or exceeded Manage CSR quality, attendance and adherence
Monitor staffing levels to ensure adequate coverage to meet service levels Handle Client escalations
Roll out of new/additional offerings and Annual Enrollment activities Experience with: Salesforce CRM; Mantis Issue Tracking; Replicon Time Tracking; Genesys Contact Center software
Teleservices Manager
Houston Grand Opera - Houston, TX
January 2014 to December 2015
Manage telemarketing and telefunding activities for annual sales drive. Participate in marketing development and roll out of initiatives Develop and oversees Quality Assurance to improve results, quality of client/ patron interaction, minimize errors
Develop monthly report for executive management of observations/recommendations in relation to improving call center activities
Review daily results and sales and activities reports to ensure sales goals met Testimonial
Teresa developed a new strategy for our telemarketing team that increased ticket sales in 2015.
“Richard Wong, Director of Sales, Houston Grand Opera” Senior Call Center Manager
ICON Clinical Research - Sugar Land, TX
January 2005 to December 2013
Managed day to day operations to ensure customer service levels were met or exceeded, goals and budgetary targets met or exceeded.
Liaise with Supervisors, Project Managers and Directors, Vice Presidents and external parties. Negotiated details and terms of nontraditional call center work with external vendors and internal departments.
Implemented procedures and policies that included development, implementation, and improvement in order to achieve overall with a track record of meeting and exceeding targets and goals, KPIs. Recruited and managed a dynamic 24/7 Call Center. Responsible for hiring staff globally. Increased staff by 133% in three different locations to include Texas, Chennai and Trivandrum, India. Monitor random calls to improve quality, minimize errors and track Agent performance. Monitored interaction between staff and internal and external clients. Built strong relationships with employees to ensure a shared communal vision. Perform root-cause analysis, Incident reporting and CAPAs (Corrective and Preventive Actions). Group Manager, Operator Services
AT&T - Houston, TX
January 1990 to December 2004
Managed daily operations for Center of 100+ associates. Monitor random calls weekly to improve quality, minimize errors and track operative performance Responsible for tracking and conducting audits of attendance files Manage discretionary spending, monitored and reported financial targets and results for Center. • Participate and led programs that promote Diversity, teaming and cultural awareness. • Recruited and trained team of Customer Service Specialists to assist with escalated issues. Work closely with local Union members to seek resolution for issues and grievances. Manage all aspects of Employee downsizing in distant office. Monitor random calls weekly to improve quality, minimize errors and track operative performance. Responsible for tracking and conducting audits of attendance files. Awards for "Diversity in Action".
Attend management training for various corporate initiatives. Testimonial
Teresa handled the close out activities of our office seamlessly. No grievances were filed and all paperwork was completed on time.
“Gail Putvinski, Acting Director AT&T”
Education
Diploma in Business Management Coursework
San Jacinto College - Pasadena, TX
Pasadena High School - Pasadena, TX
Skills
• Customer Service (10+ years)
• Receptionist (3 years)
• Leadership Development (10+ years)
• Recruiting (10+ years)
• Documentation (10+ years)
• Negotiations (10+ years)
• Microsoft Office (10+ years)
• Team Building (10+ years)
• Teamwork (10+ years)
• Coaching (10+ years)
• Training & Development (10+ years)
• Process Improvement (10+ years)
• Management (10+ years)
• Relationship Management (10+ years)
• Customer Relationship Management
• Change Management (10+ years)
• Benefits Administration (7 years)
• Clinical Research (8 years)
• Operations Management (10+ years)
• CRM Software
• Visio
• Communication skills
• Jira
• Web accessibility
• Salesforce
• Microsoft Outlook
• Microsoft Excel
• Computer skills
• Microsoft Powerpoint
• Supervising experience
• Microsoft Word Skills Microsoft Office Business Development Hiring Relationship Management Change Management Management Customer Service Documentation Medical Terminology Teamwork Employee Relations Negotiation Recruiting Training & Development Operations Management Public Speaking Quality Assurance Team Building Visio Time Management
• Team Management
• Microsoft SharePoint
• Business Requirements
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