Customer Service Relations Director

Dale Turner

Scottsdale, AZ ***** • 602-***-**** • *******@***.*** • WWW: Bold Profile

Professional Summary

Client Relations Senior Manager (Sales/Operations/Client) Performance- oriented manager with +20 years of experience in the Financial Services industry offering exceptional records of achievement. Self-motivated, team player with strong organizational and interpersonal skills. Proven record of surpassing sales targets and increasing revenue. Experienced with a passion for delivering outstanding service.

Tenacious and passionate manager with strategic approach to solving problems, bringing in and retaining customers and accomplishing growth and profit targets.

Skills

●Excellent Oral and Written Communication

●Excellent Service Quality

●Executive Customer Relationship Management

●Senior Complaint Resolution

●Training and Development

●Self-Motivated

●Flexible and Adaptable

●Critical Decision Making and Problem Solving

●Superior Organization and Time Management

●Advanced Multitasking Abilities

● Professional Interpersonal Communication Skills

● Skilled Interdepartmental Collaboration

Work History

Client Relations Director, 06/2012 to 03/2023

First American Title- Mortgage Services – 3 First American Way Santa, Ana 9707

●Consistently led the CRM team to exceed all short and long term sales and operations targets and goals

●Prepared and made presentations to potential and current clients showing the team's success in exceeding production goals and exceeding quality metrics- selling the team

●Built and retained relationships that enabled the operations team to retain existing relationships and grow share of business continuously for years

●Resolved problems with high-profile customers to maintain relationships and increase return customer base

●Liaised with sales, operations and Client management teams to provide solutions and accomplish shared objectives.

●Collaborate cross-functionally with headquarters, regional and other teams nationally to implement changing workflows and efficiencies to save time and expense for tracking, analytics and reporting.

●Proactively participated and managed projects to create new practices and improve service standards without increasing costs

●Managed multiple processes and data bases to offer best in class products and services

●Maintained professional, organized, and safe environment for employees and patrons.

●Successfully recruited and on boarded productive employees and coached them resulting in exceeded performance objectives

●Represented Operations- Became the face of Operations to the Largest National Lender clients in the country, accountability partner with Operations team and Client Advocate

Senior Operations Manager, 06/2009 to 06/2012

JPMorgan Chase – Tempe, Az.

●Utilized compliant systems and procedures to improve operational productivity, quality and team efficiency.

●Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

●Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.

●Trained and guided team members to maintain high productivity and performance metrics.

●Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

●Interacted well with customers to build connections and nurture relationships.

●Managed employee-related issues encompassing labor, turnover and diversity.

●Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

●Provided leadership for continual management and employee training initiatives.

●Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.

●Oversaw workforce management planning, volume predictions and capacity planning.

●Implemented business strategies, increasing revenue and effectively targeting new markets.

Education

Associate Degree: Skills Languages

York University - Toronto, Ontario

EnglishNative1 First American Way Santa

Some College (No Degree): American Management Assn Leadership Training

University of SC- Chapel Hill - South Carolina

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