Client Services Customer Service

Teguaded Kebede

301-***-**** ● ********@*******.***

CLIENT SERVICES RELATIONSHIP MANAGEMENT ACCOUNT MANAGEMENT

Extensive experience in managing client accounts, ensuring satisfaction, and fostering long-term relationships. Skilled in overseeing and optimizing operations to enhance productivity, quality, and efficiency. Proven leader with a personable approach, fostering collaborative and inclusive team dynamics to achieve customer service positive outcomes. Results-driven and customer service-oriented leadership with the following core competencies and skills:

Budgeting and Planning

Change Management

Contract Management

Compliance Management

Document Management

Government Programs

Operations Management

Program Analysis

Project Management

Product Testing and Analysis

Proposal Management

Quality Assurance

Recruitment

Talent Development

Team Leadership

PROFESSIONAL EXPERIENCE

PSI Services, LLC

Senior Client Services Manager 2017 – 2025

Managed client relationships for global testing candidates, universities, continuing education, licensing, talent management, and certification programs including IT certifications, while overseeing a team of 18 client service agents and managers.

Streamlined system requirements and eliminated redundancy to improve ease of use and enhancing customer experience.

Led end-to-end staff management including recruiting, hiring, training, performance evaluations, and terminations.

Developed and led initiatives to improve customer experience of the licensing system resulting in reduction of service level agreement (SLA) efficiencies from 72 hours to 48 hours through process and procedure enhancements.

Administered IT support requirements and facilitated regulatory clients’ licensing records management. Developed initiatives to improve customer experience, effectively representing the company to clients and customers.

Led comprehensive training and ongoing support for cross-functional managers in the District of Columbia, ensuring adherence with complex business rules, budgeting processes, and aligning operational execution with client and licensing requirements—contributing to improved efficiency and regulatory readiness across the organization.

PEARSON VUE

Operations Manager 2005 – 2017

Managed regional office operations and client relationships with the District of Columbia Occupational and Professional Licensing Administration, Health and Professional Licensing Administration (HPLA), and the District of Columbia Department of Insurance, Securities Regulation, and Continuing Education.

Designed and implemented license processing workflows, training staff on business rules, license application preparation and processing, report development, document management, and quality control.

Streamlined core processing functions, including mail sorting, data entry, issue resolution, license distribution, accounts receivable, collections, and in-person and call center customer service, ensuring continuous contract compliance and improving overall efficiency. As well as System Quality Assurance (QA) and approved.

Developed and implemented business rules and system requirements, ensuring adherence to client policies and regulatory requirements, which enhanced operational consistency and quality.

Established and maintained strong client relationships, leading to the elimination of redundant requirements, reducing office expenses, and increasing client trust and engagement.

Managed a team of up to 60 staff members, overseeing recruitment, training, performance evaluations, and terminations.

Led the Annual Budget Process resulting in 5% annual revenue growth along with exceeding financial projections year over year.

Administered IT support and facilitated regulatory compliance, ensuring full adherence to client needs and enhancing the company's reputation for reliability and expertise.

Trained Account and Operations Managers on District of Columbia business rules, requirements, and client needs, enhancing team knowledge and efficiency.

Prepared call center procedures and escalation processes, reducing average talk time from 8 minutes to 2 minutes.

Compiled monthly, quarterly, and annual customer service statistics, improving tier escalation and customer survey results.

PEARSON VUE

Senior Supervisor 2000 – 2005

Led the processing and customer service unit, including two supervisors and coordinators, for the District of Columbia Professional Licensing Contract covering 40 boards for HPLA/OPLA.

Collaborated with system developers to successfully implement the License2000 system, reducing application completion time from months to 48 hours, and achieving licensing goals.

Generated and submitted weekly and monthly statistical data for reporting and to provide insights into performance trends, handled escalated client issues, and ensured client expectations were consistently met.

Directed the Processing Unit in implementing business rule changes, testing with system developers, and overseeing license renewals.

Ensured regulatory forms were updated according to business rules and regulations, adhering to company and contractual guidelines.

Conducted staff performance evaluations and oversaw staff development, fostering a high-performing team

EDUCATION & TRAINING

Bachelor of Science ● Accounting ● Addis Ababa University

Licensed: Health, Life and Accident Insurance license (NPN21593939)

SYSTEM KNOWLEDGE

Jira

Learning Builder

License 2000

Markview

Microsoft Office (Excel, Word, Powerpoint)

ORACLE

PCM

Monday – CRM Ticketing & Implementation System

Pulse

RPNow & RPass

Salesforce

VTS

WebEx

Zendesk

Contact this candidate