Senior Manager Client Services
Summary of Qualifications
High energy, senior manager, equipped with expertise in communication, operational process management, in-house sales, and team building; acknowledged skills in on-boarding new client, and increasing revenue;
A Proven Leader, possessing background with developing processes and leading team to success, all the while building both internal and external relationships, garnering more business and higher profitability.
Staff Development – with proven success on building and retaining a team with very little turn over
Business Management and Operations
On-boarding clients from initial in-house sales call to creating the estimate, working with IT to develop internal/external systems to support client, developing process and training team
High level of Decision Making and Problem Solving
Creative Leadership with Vision
Strategic and Tactical Planning
B2B and B2C In-house sales
Interpersonal relationships, counseling staff to make them more successful
—Business Improvement: Remarkable skills in driving highly effective client services departments…communicating vision, methodology and goals. Experience developing a new position and achieving growth by creating standard practices, redefining long-term organizational strategic goals, identifying opportunities, and staying abreast of current market conditions
—Team Leadership: Selecting, training, motivating and mentoring individuals to high levels of professional achievement, implementing organizational strategies, policies, standards, and practices
—Customer Service and Relationships Building: Committed to providing the highest level of quality service within diverse and fast-paced environments. Known for partnering with clients to learn their needs, recommend solutions, and building relationships to achieve maximum results. Worked with small independent to large corporate size businesses and customers.
The Dot Santa Ana, CA
In-House Sales & Account Management
Brought in both B2B & B2C Clients, estimated jobs, worked with IT on websites, on-boarded new clients, provided training and oversight on jobs, sourced vendors, approved. Also, managed inventory through internal systems, managed hi-volume of emails and phone communication daily, gave tours of facilities to prospective clients.
Grew revenue by $750k in 10+ months. Majority of clients came to me due to prior professional relationship and trust built.
Specialized Marketing Services/New Creature, Inc. Santa Ana, CA
Senior Manager Client Services 2003-2018
Effectively managed team of Client Service Representatives & Office Manager. Hired trained and motivated reps to exceed all company objectives. Cultivated company culture which drove staff to succeed in a non-threatening environment.
Developed process manuals which effectively helped train employees and reduce errors in order fulfillment.
Team reached a 99.8 % accuracy rating in order processing and on-time deliveries
Adept at challenge resolution both internally and externally
Advised clients on attainable goals and helped develop project plans
Sourced new revenue streams and successfully brought in new business on a regular basis
Surpassed revenue goals the majority of time
Maintained customer loyalty to guarantee continued business growth
Actively listed to client objectives and concerns to maximize satisfaction
Directed all activities within Client Services Department
Reviewed and approved monthly invoices prior to Accounting issuing them to clients
Conductive prospective employee interviews
Reviewed departments performance and put corrective action in place when need be
Attended on-site and off-site client meetings and events representing the company
Adept challenge resolution both internally and externally
daimler chrysler Irvine, Ca.
Operations Senior/ISO LEAD ASSESSOR 1994-2003
Successfully mastered all positions within our Zone Office so that I could train on or perform any job function.
Worked my way through being a stenographer, cashier, collector, credit analyst, manager of auditing department and more
Became the Operations Senior by not only knowing all aspects of zone office business, but mastering them
Was assigned to manage outside auditing staff to ensure all dealerships were audited regularly and millions of dollars of automobiles we financed were accounted for
Trained a multitude of individuals
Was awarded the esteemed position of Subject Matter Expert (SME) on all processes within auditing, cashiering, credit department
Appointed to ISO Lead Assessor where I managed a team of internal assessors, scheduled assessments, issued CARS (corrective action requests) and followed up to ensure all processes were streamlined and performed the way the company outlined
As SME I was sent to meet with other SME’s from all over the country to develop The Books of Knowledge for the entire company.
Managed rental properties for 12 years
loyal and hardworking professional with proved track record of long, successful tenure and “role-model” reviews
effective team player as well as team leader
intuitive when it comes to different personality types and how best to communicate with them