Client Relationship & Success Leader with 11+ Years
Resume:
SUMMARY
EXPERIENCE
EMMANUEL
KING
832-***-**** • *************@*******.*** • Grand Prairie, Tx 75052 Dedicated, results-driven client relationship and customer success professional with 11+ years of experience supporting remote client management, insurance account operations, customer success programs, and service delivery across fast-paced environments. Proven ability to manage complex client portfolios, strengthen long-term relationships, and resolve escalations with precision. Recognized for structured workflows, clear communication, and consistent delivery of high quality client experiences in remote settings. Client Relationship Manager (Hybrid)
Rapid Resolve Jan 2023-Current
Manage end to end client relationships for a remote portfolio, serving as the primary point of contact for ongoing service and support needs.
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Coordinate client onboarding, documentation review, and service alignment to ensure smooth transitions and sustained engagement.
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• Monitor client accounts proactively, identifying risks, service gaps, and opportunities for improved satisfaction.
• Collaborate cross functionally with internal teams to resolve escalations and deliver timely client solutions.
• Maintain accurate records, reports, and communication logs to support compliance and service transparency. Strengthened client retention by 21% while managing 180+ active client accounts through consistent engagement and issue resolution.
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Recognized by leadership for reliability, professionalism, and excellence in remote client relationship management.
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Customer Success Manager (Remote)
Rapid Resolve Jul 2019-Jan 2023
• Oversaw customer success initiatives focused on relationship growth, satisfaction, and long term retention.
• Managed high value customer portfolios while addressing service needs and escalations.
• Collaborated with internal departments to resolve complex account and service issues.
• Analyzed customer feedback and service trends to support process improvements.
• Maintained detailed documentation to support compliance and service quality standards.
• Supported service operations handling 140+ customer interactions per week.
• Ensured consistent service delivery while meeting performance and quality benchmarks. Insurance Account Manager
Bank of America Feb 2016-Jun 2019
Managed insurance accounts, ensuring policy accuracy, documentation compliance, and timely client communications.
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• Served as liaison between clients, carriers, and internal teams to resolve account related inquiries.
• Reviewed policy changes, renewals, and endorsements to maintain service continuity.
• Maintained organized records and updated account data within internal systems.
• Supported clients through complex insurance processes with clear explanations and follow ups. Independently created a structured follow up tracking method that improved response consistency and reduced unresolved inquiries.
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SKILLS
EDUCATION AND TRAINING
Customer Experience Manager
PRS Financial Dec 2013-Jan 2016
• Led customer experience initiatives to improve satisfaction and service efficiency.
• Supervised daily customer service workflows and resolution processes.
• Addressed escalated customer concerns with solution focused communication.
• Coordinated with internal teams to ensure timely issue resolution.
• Maintained service documentation and customer records for accuracy.
• Supported customer experience metrics through structured follow up processes.
• Assisted in managing service volume while maintaining quality standards.
• Client Relationship Management
• Remote Client Support
• Customer Success Strategy
• Insurance Account Management
• Escalation Resolution
• Account Retention
• CRM Systems
• Client Communication
• Workflow Coordination
• Documentation Accuracy
• Service Quality Management
• Stakeholder Collaboration
• Process Improvement
• Time Management
• Customer Experience Optimization
• Compliance Awareness
Bachelor of Science: Business Administration
Lamar University
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