Customer Service Manager
Resume:
SUMMARY
CHAR PATTERSON
CLIENT SERVICE PROFESSIONAL
EXPERIENCE
Contract Specialist ALC Inc. 2019 – Present
Design and develop detailed business cases and proposals to meet organizational objectives
Apply risk analysis to prospective clients to assess opportunities for the organization and whether clients would be the right fit, securing 2-3 net new clients per month
Independently negotiate and draft agreements with clients, maintaining the confidentiality of regulated and restricted data with vendors and their employees
Conduct sales needs and financial analysis with new and prospective clients, identifying solutions for complex problems and client-centric product solutions
Review business requirements and ensure compliance of contract terms for over 5,000 clients nationwide
Analyzed expenditure data to renegotiate contracts with vendors and reallocate funds, resulting in cost savings of $60,000 annually of external firm billable hours
Created a planning process to track project tasks, and ensure data integrity for the CFO
Host individual monthly performance meetings with 20 clients to communicate status updates that may impact the success of a contract
Project Manager ALC Inc. 2016 – 2019
Led project teams of 5+ individuals to initiate and action deliverables requested services to assigned clients from award to completion stage
Established clear and meaningful criteria and standards for effective performance and guided staff on best practices
Partnered with clients to determine and define project scope and objectives, and to develop solution-based approaches
Provided project updates on a consistent basis to various stakeholders about strategy, adjustments, and progress
Detail-oriented and self-motivated professional, well-versed in identifying customer needs, developing strategies, and implementing solutions. Proven record of leading high performing teams to meet organizational objectives and deliver client service.
C O N T A C T
@
****.***********@*****.***
LinkedIn URL
Gaithersburg, Maryland
E D U C A T I O N
HOWARD UNIVERSITY
Bachelor of Arts and Sciences
2016
Collaborated with clients directly to resolve disputes and propose solutions for project risks
Coordinated project costs in order to meet budget targets and identify cost savings, and created invoices to ensure timely resolutions of payments
Managed contracts with vendors and suppliers by assigning tasks and communicating expected deliverables
Measured project performance to identify areas for improvement
Fielded a high volume of inquiries from clients and vendors
Participated in the creation of an interactive website resulting in a 17% quarterly increase of customer requests
Customer Service Manager Ernie Johnson Insurance Company 2014 – 2016
Supervised day-to-day operations in the customer service department including the management of 3 senior agents and the creation of effective customer service procedures, policies, and standards
Provided logistical support for supervisors, including reserving hotels, flights, and rental cars to accommodate agent travel
Managed the approved operational budget of the customer service department, including the approval of financial expenditures, and the administration of equipment and supplies
Handled high volume calls daily, with goals including selling plans, managing customer accounts, and responding to account queries
Conducted full-cycle recruitment to meet staffing needs, including the hiring, training, and scheduling of staff
Implemented performance management metrics and goals for all staff in order to meet organizational objectives and standards
Assessed and analyzed service statistics and prepare detailed reports on findings
Analyzed internal processes to recommend and implement procedural policy changes to improve operations, such as supply changes and the disposal of confidential records to decrease miscellaneous spending budget
Utilized best practice and conflict resolution skills to respond to escalated marketing and customer service inquiries, and billing inquiries
SKILLS
MS Office (Word, Excel, PowerPoint, Access, Outlook)
Google Suite (Docs, Sheets, Slides, Gmail)
Adobe Acrobat Pro
Skype
Zoom for Business
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