Customer Service Client Services

Joyce A. Martin

************@*******.*** •linkedin.com/in/joycem-b2363766

New York, NY • 646-***-****

Summary

Client Services & Support Leader

Dynamic Client Services Manager exhibiting a high-level mastery of leadership in action, driving effective partnerships, and exceptional attention to detail.

Solutions-driven client support professional with hands-on experience contributing extensive business development acumen to financial, operations, and production roles. Versatile and accomplished manager with more than 25 years of experience in developing and implementing effective strategies and solving complex issues with innovative solutions. A diligent and analytic leader exceptionally well-versed in providing strategies, developing programs and solutions, and building a collaborative culture. Adept at consensus building among teams and also advocating for the career development and growth of employees as a mentor and manager.

Areas of Expertise

•Performance Excellence & Quality Control

•Leadership & Strategic Vision

•Data Analysis

•Negotiation & Collaboration

•Strategic Planning & Identifying Opportunities

•Complex Problem-Solving

•Client-First Customer Service

•Client/Vendor Relationships

•Fostering Employee/Team Development

•Mentorship & Employee Support

•Onboarding, training, coaching

Career Experience

Client Services Manager, JPMorgan Chase, New York, NY 2014 – Present

Oversee productive business/client relationships to maintain and establish strong partnerships through unparalleled support, outstanding service, and providing value to ensure client satisfaction. Identifies and addresses client needs and issues via client feedback reports and provides timely updates and detailed follow-ups as needed. Proactively partners with internal teams and stakeholders to clearly communicate client requirements and turnaround time expectations. Provide guidance on the direction and development of organization-wide process improvement projects and programs.

Preside over the successful day-to-day functions of a team of fifteen including Customer Service and Operations. Monitor staff to aid in fostering a culture of innovation and a client-first mindset. Leverage and monitor electronic work request queue; delegate, route, and process incoming requests and outgoing work to the team. Run and report monthly billing for the entire Product Support platform. Courier and send documents at clients’ request via FedEx, UPS, DHL, USPS, CMS, and Quick International. Perform yearly performance reviews and approve associate timesheets and coordinate and audit scheduled paid time off for direct team. Lead special staff in completing fulfillment requests. Facilitate monthly team meetings. Serve as the primary point of contact between JPMorgan Chase and partners at Iron Mountain. Invested in the development and provide direct training to new and existing team members.

●Consistently winning new accounts by providing innovative, cost-saving solutions.

●Optimized overall client services resulting in a 100% client retention rate.

●Selected to attend the Senior Leaders' Conference; completed a total or six successful projects. [2020 – 2021]

●Recipient of the Customer Obsession Award 2021 and Good Idea Award 2019

Senior Press Associate/Lead Coordinator, Mimeo.com, Newark, NJ 2009 – 2014

Operated and oversaw the maintenance of three Nexpress S3000 digital presses. Performed daily and scheduled due maintenance including cylinder replacement and replacing or adjusting equipment (developers, fuser fluid, pressure rollers, transport webs, and wires). Performed troubleshooting and provided complex problem-solving for issues affecting image and color quality of print deliverables. Produced black and white print-media including custom tabs utilizing Docutech 6180 and 6135. Served as Third Shift Lead monitoring overall production; ran reports to ensure prior shift completed work to meet all deadlines.

●Extensive knowledge of finishing equipment such as GBC punch and bind, saddle stitch, lamination, glossing, cutting, twin looping, stapling, spiraling, and a large-format Hewlett Packard printer with printing, packaging, and shipping abilities.

●Promoted throughout tenure from Press Operator to Shift Lead.

Additional Experience

ABC Imaging, Production Manager, 2008

Goldman Sachs/Williams Lea, Account Operations Supervisor, 2005 – 2008

JPMorgan Chase, Production Coordinator 2004 – 2005

JPMorgan Chase, Production Services Lead Operator/Document Specialist, 1994 – 2005

Education

Bachelor of Arts in Communications, Expected completion date: 2026 [in progress]

Southern New Hampshire University

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