Manager Service

Ray Smith

Edina, MN ***** 952-***-****

******************@*****.***

Award-winning Client Service Manager

Repeated success and achievement, consistently improving customer satisfaction and bottom line profits

A dependable and driven leader with success building cohesive, trusting, and mutually productive relationships, devoted to streamlining daily operations, achieving objectives, optimizing accuracy and efficiency, and providing stellar customer service. Talented motivator offering top-notch abilities in program management, interpersonal communication, and administrative oversight. Successful at training and mentoring employees to promote a culture of continuous improvement.

Highlights of Expertise

Client Services & Satisfaction

Project Management & Planning

Relationship Management & Client Relations

Process & Program Improvement

Communication & Team Liaison

Call Center Management

Strategic Account Management

Client Retention & Loyalty

Team Building, Leadership & Development

Conflict Resolution & Problem Solving

MS Office, PeopleSoft, Zendesk & SQL

Customer Service Manager

Professional Experience

Bi Worldwide, Minneapolis, MN (2000 - 2020)

ACCOUNT MANAGER/CLIENT SERVICE MANAGER, 2004 - 2020

Consistently strengthened Bi Worldwide’s relationships with existing and prospective clients. Streamlined, managed, and facilitated every aspect of assigned accounts to ensure complete client satisfaction. Acted as the main point of contact for clients to reach award-winning results. Go-to-person for complex issues requiring accurate and timely resolution. Effectively developed and implemented customer-centric solutions by comprehending business processes, documenting requirements and communicating clearly.

Accomplished 4 ‘Bi Worldwide National Corporate Signature Service Recognition’ awards.

Recipient of many Internal and External Accolades for Customer Service/Team Leadership/Project Management.

Trusted to successfully train and develop colleagues in project management and customer service practices.

Chosen by the leadership team and company owners to represent company and orchestrate new-hire tour.

Facilitated the successful launch of a nationwide pilot program; requested and served as the primary contact.

Successfully managed Customer Service Team of up to 18 members

RECOGNITION DELIVERY MANAGER, 2002 - 2004

Ensured timely and accurate merchandising shipment to award-winning clients. Partnered with Business Directors to deliver memorable award programs. Boosted online portal functionality (G5, G6, ME, and Oracle-based platforms) by collaborating closely with Design Managers and Website owners.

Boosted client satisfaction by creating effective account plans, project plans, and implementation programs.

Championed efforts to develop innovative solutions to drive additional use of company service offerings.

Praised as a self-sufficient leader, making quality decisions, and instilling pride and accountability in staff.

OPERATIONS SPECIALIST TSG DIVISION, 2000 - 2002

Effectively managed the flow of the workplace and optimized daily activities. Directed contact with client management and company employee base.

Spearheaded management of incentive program reporting and program management for 12 programs.

Additional Experience

TRAVEL AGENT Individual Incentive Travel, Minneapolis, MN

CUSTOMER SERVICE MANAGER Regis Corporation, Minneapolis, MN

Contact this candidate