Client Services Manager
Resume:
Zorica Coleman
Client Services Manager
&
IT Consultant
Ocala, FL
ad251h@r.postjobfree.com
OBJECTIVE
Results driven Client Services Manager with extensive experience in IT Consulting and client/property portfolio.My top three personal values are growth, curiosity, and adventure- I try to live by these everyday. Proven leader possessing exceptional interpersonal and relationship building skills. Adept at applying cross functional collaboration and critical thinking techniques to problem analysis and resolution ensuring delivery of the best customer experience.
EDUCATION —
EXPERIENCE
Business School
Weiden, Germany
1991-1993
MBA
Key Skills —
Negotiation
Consulting
Problem Solving
Operational Reporting
Quality Assurance
Client Management
Customer Service
Leadership
Collaboration
January 2018 – Present
Property Manager • Contractor • Vacation Homes Rental Management
Direct all aspect of property management
Increase of client portfolio contract retention by 7% year over year
Supervise team of 20 administrative and maintenance professionals
Resolve escalated customer complaints and inquiries through a continuous improvement feedback loop
Improve customer quality satisfaction scores by 4% for 3 consecutive years
October 2015 – January 2018
Global IT Consultant • Bilingual Technical Engineer • Oracle/Micros
Develop and provide technical training to portfolio client base and their staff to support business operating systems
Support Global Opera Data Cloud (ODC) including Micros Servers Administration, Java Platform, Weblogic
Remote into client’s computers with Bomgar/WebEx to resolve escalated technical issues
Write SQL scripts to resolve hardware/software problems and escalate to appropriate department
April 2013 – January 2015
Client Services Manager • Special Partnership Executive • Hotelbeds
German Account Portfolio
Manage the German Account Portfolio
Analyze report metrics and scorecards and present action plans to property account leadership team
Mitigate complaints and litigations between property owners and Tour Operators
Consult with and guide property owners through a review of contractual services and responsibilities
LANGUAGES
German – Bilingual Proficiency
Croatian – Bilingual Proficiency
Certificates and Awards
December 2009 - Certified Medical Biller and Coder
August 2017 – Opera Global Hospitality Star Award
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