Dennis A Jolicoeur

Peachtree, GA ***** 404-***-****

www.linkedin.com/in/dennisjolicoeur/ adzmvu@r.postjobfree.com Client Relations Manager

Deliver High-Quality Customer Service and Retain Clients

− Client-focused management professional who achieves a more refined customer experience through carefully assessing and understanding client business strategies and requirements. Utilize CRM tools to organize and manage customer relations to ensure client satisfaction and loyalty. Revenue goals and growth are obtained by developing successful solutions that directly or indirectly increase the perception of clients’ brands, products, or services.

− Relation Management

− Partnerships

− Business Development

− Collaboration

− Communication Skills

− Detail Oriented

National Client Relations Manager, Atlanta, GA / Remote 2018 – 2023 PITNEY BOWES INC. (PBI), Stamford, CT

Lead contact for the client management team, focusing on partnership communication, persuasive and interpersonal skills, and establishing client satisfaction and retention. Review performance metrics and historical analytical data for any required improvements to ensure high-quality client services are provided. Business strategy concentrated on revenue growth and understanding the client’s industry and economic trends. Account portfolio of 2 million annually.

• Canon USA, large format printer, laser, and divisions. Grew revenue by over 250% while under my client portfolio.

• Developed Master Service Agreements and Statements of work. Analyzed profitability margin based on current market value and internal cost assessments.

• Collaborated with accounts management, engineering, and dispatch teams, monitoring field service delivery metrics and performance and identifying continued improvement needs.

• Liaison and ownership of key national accounts interactions with internal functional teams from Sales to Legal.

• Lowry Solutions account revenue growth of 100% while under my portfolio, identified outdated visit charge structure and implemented new per-incident visit charges.

• Implemented end-user customer satisfaction surveys. Client loyalty was obtained by providing bi-monthly account reviews of surveys for improvement and quarterly business reviews of metric expectations.

• Swivel seat resource reduction instructed the training and development team to assign model-specific certification records by zip code availability, eliminating the need for manually generated field service dispatches.

• Enhanced client satisfaction by resolving situations immediately and effectively. Multi-Vendor Supervisor (MVS) Field Service and Operations, Atlanta, GA / Remote 2010 – 2018 PITNEY BOWES INC. (PBI), Stamford, CT

National Accounts MVS liaison reporting to Client Relations Managers. Critical role function monitoring and reporting all service delivery client metrics for accounts with revenue over 100K. SME for field management and technicians regarding account-specific service delivery requirements.

• Reviewed and streamlined business unit processes for continued improvement, minimizing cross-duplication of efforts and optimizing resources.

• Monitored 3rd-party print solution clients' statements of work contracts for compliance and non-scope creep.

• Participated in monthly virtual client meetings with the Client Relation Manager, reviewing company service delivery and contractual metrics.

• I advised the training and development team of additional training requirements. Education

Associate of Science (AS), Electrical and Electronics Engineering, Johnson & Wales University, Providence, RI Certificate, Electrical and Electronics Engineering, Rhode Island Institute of Technology, Providence, RI Software Skills

Microsoft 365, PowerPoint, Excel, Outlook, Word; Salesforce

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