Customer Service Client
Resume:
Jennifer Passialis
Schiller Park, IL *****
***********@*******.***
Authorized to work in the US for any employer.
Work Experience
Trade and Administrative Specialist HANSON FASO SALES & MARKETING-Lisle, IL
August 2022 to May 2024
• Managed a portfolio of 15 high-value clients, ensuring their satisfaction and retention
• Developed and maintained strong relationships with key decision-makers within client organizations
• Collaborated with cross-functional teams to deliver exceptional service and support to clients
• Provided timely resolution of client issues or concerns, maintaining an elevated level of customer satisfaction
• Led regular meetings with clients to review performance metrics, discuss goals, and identify areas for improvement
• Trained new team members on client service processes, ensuring consistent delivery of quality service across the organization
• Implemented a CRM system to streamline communication channels between internal teams and external clients
• Coordinated resources across departments to ensure timely delivery of projects or services as agreed upon timelines
• Developed and implemented standard operating procedures for client service processes, ensuring consistency and efficiency across the organization
Client Services Manager HANSON FASO SALES & MARKETING-Lisle, IL
October 2015 to August 2022
• Managed a portfolio of 15 high-value clients, ensuring their satisfaction and retention
• Developed and maintained strong relationships with key decision-makers within client organizations
• Collaborated with cross-functional teams to deliver exceptional service and support to clients
• Provided timely resolution of client issues or concerns, maintaining an elevated level of customer satisfaction
• Conducted regular business reviews with top-tier clients, presenting performance metrics, identifying growth opportunities, and addressing any concerns
• Implemented a CRM system to streamline communication channels between internal teams and external clients
• Worked closely with the product development team to gather feedback from clients regarding product features or enhancements
• Developed strategies for improving customer retention rates through targeted engagement initiatives
• Developed and implemented standard operating procedures for client service processes, ensuring consistency and efficiency across the organization
Customer Service Manager Key Sales-Schaumburg, IL
June 1998 to October 2015
• Managed a team of 4 customer service representatives, providing guidance and support to ensure high-quality customer interactions
• Analyzed customer feedback data to identify trends and areas for improvement, leading to the implementation of targeted solutions that increased customer retention by 98%
• Collaborated with cross-functional teams including sales, marketing, and operations to address escalated issues and provide timely resolutions
• Created and maintained standard operating procedures (SOPs) for the customer service department, ensuring consistent delivery of exceptional service
• Led weekly team meetings to communicate updates, share best practices, and foster a positive work environment focused on delivering outstanding customer experiences
• Developed strong relationships with key clients through regular communication and proactive problem-solving initiatives
• Identified recurring issues reported by customers through analysis of support tickets data; collaborated with relevant departments to implement permanent solutions
• Developed effective escalation procedures for complex or sensitive cases requiring higher-level intervention
• Developed and implemented quality assurance measures to ensure consistent delivery of exceptional service
• Created training materials and conducted workshops on effective communication techniques for the customer service team
• Developed strong relationships with key accounts through regular communication and proactive account management strategies
Education
High school diploma
East Leyden High School - Franklin Park, IL
August 1979 to June 1983
Skills
Portfolio Management
Microsoft Share Point
Product Development
Administrative Experience
Office Management
CRM Software
Customer Service
Client Services
Project Management
Project Coordination
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