Operations/Client Relationship Manager
Resume:
Mario Wilson
*****.******@****.***
Professional Experience
Huntress International – Dubai, UAE April 2009-October 2009
Client Relations Associate
Maintaining and enhancing client relationships through on-going communication with client to assess client needs and provide feedback proper awareness insights to reach the proper candidates.
Experience in creating marketing materials, proposals and developing creative presentations and communication for both clients and the organization.
Utilized interpersonal verbal and written communication skills to finalize client contracts, conduct needs assessments, respond to client surveys and work with all levels within the organization to ensure client satisfaction.
Identifying new markets and attracting new clients, through researching new business opportunities, identifying strategic plans to approach businesses/potential clients. Assisting in the new business presentations and negotiations with prospective clients.
Managed client expectations during the recruitment process to ensure a fast, streamlined and productive result
Wrote proposal documents, negotiated fees and rates per terms of business and company policy.
Developed new sourcing methods and relationships to create ongoing client flow and business growth
Sterling Info Systems – New York, USA April 2007- March 2009
Operations and Process Team Lead
Managed daily processes and overall work flow for 5 fulfillment teams totaling 15 team members as well as providing management with overall daily departmental capabilities; 2 teams located in Mumbai, India
Experience in setting and achieving quality and fulfillment goals for all teams; monitored and improved progress by utilizing productivity reports, performance management and team meetings
Presented operational and quality performance reporting updates and presentations to executive committee on weekly, monthly and quarterly basis, outlining achievements and setbacks/gaps
Owner of all quality and process improvement activities/projects for the operations department applying Six Sigma methodologies for optimal results
Worked with account managers and sales teams on development of new client implementation documentation and process improvements for current client base
Subject matter expert for all operational and client facing functions including processes migrated to all overseas offices, utilizing quality assurance mechanisms and ongoing training to maintain quality in all Sterling products
Responsible for Educating key departments on updated processes and tools that can increase productivity within operations and any process that enhances the customer’s experience
Liaison across departments to help resolve issues to ensure client expectations are met as outlined in SLA’s (Service Level Agreement)
Education & Technical Training
Northwood University School of Business Midland,MI
B.B.A., International Business and Management/Minor Economics 2007
Six Sigma (Project Member training, Sterling Info Systems) 2007
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