Director Of Client Services resume examples

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Professional Summary
Professional and creative Account Director dedicated to driving customer satisfaction and product visibility through highly-targeted online and offline marketing strategies. Experienced in public relations, relationship building and management.
Skills
  • Creative and innovative
  • Accomplished manager
  • Natural leader
  • Budget development and management
  • Recruitment and talent development
  • Customer relations
  • Strong time management
  • Strategic thinker
  • Organized
  • Special events planning
  • E-mail and direct mail marketing campaigns
Work History
Director of Client Services 07/2014 to Current
GO Destination Services Carmel, IN
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Strong leader of client support staff.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Trained all incoming account team members.
  • Planned and executed market visits and key account calls.
  • Established and maintained vendor partnerships.
  • Established operational objectives and work plans and delegated assignments to subordinate managers.
  • Received 2015 Wachtel Award for Vision and Leadership
Owner/Manager 08/2010 to 06/2014
Sonata Cafe Bar & Art Carmel, IN
  • Developed, implemented and managed business plans to promote profitable food and
    beverage sales.
  • Effectively managed payroll and timekeeping, including completion of the proper paperwork for new hires and terminations.
  • Promoted the business through participation in and sponsorship of community events.
  • Carefully interviewed, selected, trained and supervised staff.
  • Organized special events in the restaurant, including receptions, promotions and corporate luncheons.
  • Promoted a positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
  • Led and directed team members on effective methods, operations and procedures.
  • Skillfully interacted with external vendors to obtain the best quality in pricing and product.
Director of Marketing 01/1998 to 05/2010
Miller Consulting Group Noblesville, IN
  • Cultivated effective partnerships with engineering, marketing, sales and customer support staff.
  • Worked with the communications team to drive internal promotion of company programs, initiatives, guiding principles and mission.
  • Coordinated and participated in promotional activities and trade shows.
  • Consulted with buying personnel to determine projected demand for products and services.
  • Analyzed business developments and monitored market trends.
  • Directed and coordinated marketing activities and policies to promote products and services.
  • Cultivated and managed relationships with key clients, vendors and community partners.
  • Proofed and approved production and printing drafts of promotional materials.
  • Managed project deadlines and monitored milestones through completion stage.
Major Account Recruiter 01/1996 to 03/1997
Norrell Services Oakbrook Terrace, IL
  • Partnered with local organizations and universities for engagement and interest in jobs offered in their community.
  • Screened all applicants based on their qualifications and background.
  • Promptly corresponded with all applicants and coordinated and conducted interviews.
  • Led the creation of recruiting plans for all open positions.
  • Networked with industry contacts, association memberships and associates.
Marketing Coordinator/Customer Service Manager 02/1991 to 12/1995
Westfield Coated Paper Company Westfield, IN
  • Strong leader of customer support staff.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Effective liaison between customers and internal departments.
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
  • Directed and coordinated marketing activities and policies to promote products and services.
  • Coordinated and participated in promotional activities and trade shows.
Education
Bachelor of Science: 1990 Indiana University - Bloomington, IN
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Career Overview

Dynamic marketing professional with more than 15 years in the marketing and sales industries with expertise in both online and direct mail marketing campaigns and strategy. Creative and innovative team player with strong interpersonal skills. Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.

Core Strengths
  • Strong organizational skills
  • Customer service expert
  • Direct mail campaigns
  • Client relations specialist
  • Staff training and development




  • Self-directed
  • Excellent written and verbal communicator
  • Deadline-driven
  • Skilled multi-tasker
  • Sharp problem solver
Work Experience
Account Manager 04/2005 to Current MeritDirect Rye Brook, NY
  • Assisted Executive Management team in the development and implementation of newly acquired fulfillment system, that resulted in significant savings to the company.
  • Acts as primary point person to over 15 publishing clients including 1105 Media, Chief Marketer, ESPN Magazine, Multi-Channel Merchant, Skillpath Seminars and Wolters Kluwer.
  • Develop pricing strategies, balancing firm objectives and customer satisfaction.
  • Analyze internal processes and recommend and implement procedural or policy changes to improve operations.
  • Earned “Top Up-Seller” for two consecutive quarters in 2013.
  • Cross-trained and provided back-up for other customer service representatives when needed.
  • Developed rapport with the customer base by handling difficult issues with professionalism.
Director of Client Services 05/2000 to 04/2005 Belardi/Ostroy of New York New York, NY
  • Interviewed, hired and trained new quality customer service representatives.
  • Effectively communicated with team members to maintain clearly defined expectations.
  • Provided list and segment recommendations to brokers for upcoming mail plans.
  • Created new processes and systems for increasing customer service satisfaction.
  • Managed quality communication, customer support and product representation for each client.
  • Tracked order selections and documented usage for analysis purposes.
  • Assisted list owners with their direct mail / circulation plans.
  • Resolved customer questions, issues and complaints.
Production Manager 09/1998 to 05/2000 Belardi/Ostroy of New York New York, NY
  • Promoted, sold and managed over twelve catalogs and their mailing lists including Sharper Image, Disney Catalog, Brooks Brothers, Red Envelope, and Smith and Hawken.
  • Reconciled invoicing problems between clients and accounting department.
  • Maintained exchange records and resolved any discrepancies between clients and mailers.
  • Worked under strict deadlines and responded to service requests and emergency call-outs.
  • Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.
Assistant Service Director 01/1995 to 09/1998 Lake Group Media Armonk, NY
  • Trained and oversaw activity of Service Department Staff.
  • Worked directly with VP of Sales/Marketing to determine if sample mail pieces were appropriate.
  • Maintained and tracked usage for specific clients such as The Wall Street Journal, Barron's, and The Economist.
  • Supplied list rental leads to the sales staff.
  • Processed and followed up on all orders / clearances for managed lists.
Educational Background
Bachelor of Arts: Communications/Psychology Fordham University Bronx, NY, United States