Customer Service Client Services

Ivory Goode *******@*******.*** • LinkedIn

West Palm Beach, FL• 404-***-****

Customer Service Management

Dynamic and results-driven professional with extensive experience leading all aspects of customer success management to deliver best-in-class services and consumer-centric solutions. Expertise in reorganizing company structures and processes to drive continuous improvement and enhance overall productivity. Demonstrated ability to receive and address client queries with professionalism and competence. Strategic thinker and effective communicator; excel at providing comprehensive reports and delivering valuable insights to attain business metrics and revenue growth. Innovative leader; adept at maximizing employee engagement and driving success by implementing effective training programs and monitoring team performance. Track record of success in surpassing company objectives by leveraging strong organizational, communication, leadership, time-management, and problem-solving skills. Articulate communicator; well-versed in enforcing constructive employee relations and cultivating long-term professional relationships with key clients and stakeholders at all levels. Proficient in MS Office Suite.

Areas of Expertise

• Customer Service & Support

• Customer Engagement & Retention

• Continuous Process Improvement

• Strategic Planning & Execution

• Complex Problem Resolution

• Team Building & Leadership

• Relationship Building

• Training & Development

• KPIs Management

Career Experience

Branch Manager – People Link Staffing, Atlanta Ga 2018 – 2023 Spearhead all customer success initiatives encompassing onboarding, professional services, relationship management, and renewals while establishing key performance indicators (KPIs) to ensure exceptional customer service. Engage in talent acquisition, development, training, coaching, and retention of team members. Foster senior-level relationships while managing overall client and partner relationship-building process.

• Recruited and trained staff, resulting in an improvement in the overall performance of the branch. Proactively conducted calls and visits on regular basis to cultivate and reinforce client relationships.

• Devised, coordinated, and implemented key processes for designing new Client Services to manage client needs for a solution of operational teams across multiple business units.

• Accounts Payable and Receivable Clerk

• Managed branch costs in line with annual budgets and forecasts, resulting in a 10% reduction in costs.

• Enhanced overall service quality and operational efficacy by streamlining account application procedures.

• Achieved notable success as a Director of Client Services by consistently leading a diverse team to deliver high-quality service to clients, increasing overall client satisfaction and retention. Client Services Development Executive – Ricoh USA, Atlanta, GA 2011 – 2018 Oversaw, coached, and guided a high-performing team of more than 50 employees, fostering talent and maintaining high engagement levels. Produced comprehensive reports to monitor key performance indicators (KPIs) related to client service. Managed preparation and publishing of key reports, delivering valuable insights to partners and team in support of overall business metrics and reporting endeavors. Reviewed and validated client usage reports in close collaboration with accounts receivable team to facilitate accurate billing procedures.

• Drove significant revenue growth as a client services development executive through deployment of effective client acquisition and retention strategies. Addressed and resolved all issues and concerns of clients with a high level of professionalism and competence.

• Reorganized company’s structure and processes to establish a culture of continuous improvement, driving enhanced productivity, superior client services, and efficient operations management.

• Conducted detailed analysis of resource levels, productivity, and efficacy to surpass client expectations and ensure optimal staffing levels.

• Created training materials to educate employees on new offerings/features, providing constructive feedback and streamlined processes. Marine Corps, Camp Lejeune, NC 2005-2011

Education

Bachelor of Business – Saint Paul’s College Lawrenceville, VA Associate of Computer Networking – ITT Technical Institute, Remote

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