Client Services & Data Analytics Professional

ND

NICK DOWNER

****************@*****.*** 908-***-**** Mount Laurel Township, NJ 08054

Resourceful Client Administrator known for high productivity and excellent task execution. Specialize in client relationship management, process optimization, and data analysis. Excel in communication, problem-solving, and adaptability, leveraging these soft skills to meet and exceed client expectations consistently.

• Microsoft Excel/Word

• Salesforce

• Avaya

• Genesys

• Outlook

• Google Workspace

• Client360

• EVOS CRM

• Benefits Connect

• Insights CRM

• Workday

• PowerBI

• Oracle Cloud

Holman Automotive Mount Laurel, New

Jersey

Client Administrator

10/2024 - Current

Manage 4 major fleet client accounts, serving as primary point of contact for operational and service needs.

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Lead 16+ weekly client meetings per month to develop and execute partner development plans aligning company and client objectives.

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Collaborate cross-functionally with billing and marketing teams to resolve issues and support growth initiatives.

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Successfully retained a client in poor standing by implementing corrective action plans, resulting in renewed partnership and positive executive feedback.

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Maintain consistent 24-hour response time SLA, ensuring high client satisfaction and retention.

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Contributed to improved client retention through proactive follow-up and structured action tracking.

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Willis Towers Watson Mount Laurel, NJ

Seasonal Benefit Customer Service

Representative

09/2023 - 04/2024

Managed 60–70 inbound calls daily addressing pensions, retirement initiation, Roth IRA setup, death benefits, and open enrollment inquiries.

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Assisted 30–50 clients per day with complex benefits processes including company buyouts and retirement transitions.

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Maintained high call resolution rates while adhering to compliance and documentation standards.

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Utilized Avaya, Genesys, and Benefits Connect systems to document cases and ensure timely follow-ups.

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AAA Marlton, NJ

Retail Sales Associate/Domestic Travel

Agent

08/2021 - 02/2023

Increased membership sales by 20% year-over-year through consultative sales approach.

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• Recognized for highest membership sales in the Northeast region.

• Generated 10–15 new clients per month through cold outreach, referrals, Professional Summary

Skills

Experience

and networking.

Coordinated promotional events to drive new memberships and community engagement.

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Managed domestic and international travel bookings while maintaining strong client relationships.

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VANS Cherry Hill, NJ

Store Manager

03/2018 - 07/2021

Supervised a team of 15–20 associates, managing 6–8 team members per shift.

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Increased daily sales by 15% through coaching and performance accountability.

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Nominated for Employee of the Month twice for leadership and sales performance.

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• Drove operational efficiency and improved customer experience standards. Rutgers University Camden, NJ

Bachelor of Science in Finance

Expected in 05/2027

Rowan College At Burlington County Pemberton, NJ Associate of Science in Biological And Physical Sciences

• Honoree of The National Society of Leadership and Success. Education

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