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Professional Summary

Experienced in handling customers~ internal and external; resolving problems, improving customer satisfaction, and driving overall operational improvements. experienced in all aspects of sales and marketing, contract negotiation generating significant company growth through lead generation, prospecting efforts, account management, and cold calling. Driven to inspire customer confidence and foster business growth.

Work History
Jan 2017 - Jun 2019 Receptionist Administrative Assistant 1876 Energy - Austin, TX
  • Delivered top-notch administrative support to office staff, promoting excellence in office operations
  • Prepared and distributed team-based communications to foster collaboration and enhance team morale
  • Minimized interruptions for office team members by screening incoming calls and visitors
  • Managed all customer service and administrative functions including updating calendar, preparing documents and coordinating deliveries
  • Greeted numerous visitors, including VIPs, vendors and interview candidates
  • Transferred and directed phone calls, guests and mail to correct staff members
  • Promoted operational consistency by educating office team members on administrative procedures, professional communication standards and proprietary software operations
  • Responded to customer inquiries in a clear, concise and friendly manner to establish an excellent first impression
Dec 2017 - Jun 2018 Sales Specialist Southwest Office Systems - Fort Worth, TX
  • Exceeded monthly sales revenues 1000% during first quarter, 40% subsequent months
  • Exceeded monthly unit sales goals by 50%
  • Recognize by SHARP ELECTRONICS completed training in half the time allotted
  • Computed total costs and profit requirements for customer sales to provide accurate pricing
  • Prospected 100 potential customers per week through cold-calling and maintained solid 93% conversion rate
Jan 2017 - Sep 2017 Business Development Executive Lifetouch - Eden Prairie, MN
  • Managed a portfolio of 1839 accounts with $1.5 million revenue potential.
  • Targeted dormant accounts and secured 22 contracts out of the 35 contacted a 30 day period.
  • Evaluated current business needs and product satisfaction levels with existing customer base to attain additional business. Revenue potential increase forecast of an additional 28% annually.
  • Managed budget forecasting, goal setting and performance reporting to all accounts.
  • Completed daily outbound calls, up to 100 per day.
May 2015 - Feb 2016 Business Account Executive TelePacific Communications - Richardson, Texas, United States
  • Exceeded annual sales goal of $320,00 by 34%
  • Close rat of 88%.
Feb 2013 - May 2014 Client Solutions Manager American Airlines Marketing Department - Fort Worth, Texas, United States
  • Developed new business opportunities by effectively communicating product lines to leading international corporations.
  • Researched clients\' business issues and goals to offer appropriate solutions specific to their industry trends in both South America and United States.
  • Spearheaded expansion and development initiatives in the use of Saleforce.
  • Achieved triple digit growth in territory business base accounts.
  • Prospected and conducted face-to-face sales calls with business owners and all levels of management throughout Coral Gables, FL (my territory) with a 98% closing ratio.
  • Met existing customers to review current services and expand sales opportunities in each of the three vertical markets I managed.
  • Exceeded team sales goals by 39%.
Jan 2004 - Apr 2011 National & Major Accounts Sales Consultant Star-Telegram - Fort Worth, Texas, United States
  • Managed a portfolio of 356 accounts and $2.8m in sales.
  • Increased sales volume by adding 102 accounts in first 12 months to the financial vertical, totaling in $800k annual revenue.
  • Oversaw sales forecasting, goal setting and performance reporting for all accounts.
  • Developed competitive comparison tables of both the Star-Telegram and Dallas Morning News pricing, fees, ratings, category and product performance to use for national account sales calls and agency meetings and presentations.
  • Consistently exceeded monthly sales quotas by more than 50% by pursuing leads and expanding the prospect list.
  • Researched and customized service proposals for clients.
  • Planned and led three training sessions to promote sales team professional development and sales goal reinforcement within the local business section that I oversaw and was accountable for growing with personal goals and sales staff goals.
  • Salesperson of the Year for my revenue attainment, account retention and new account acquisition over the entire organization.
  • Employee of the Month for my positive and contagious attitude, as well as willingness to head up teamwork efforts over the entire organization.
Skills
  • Proficiency with CRM systems
  • Self-motivated
  • Client development
  • Interpersonal skills
  • Excellent listening skills
  • Highly organized
  • Client assessment and analysis
  • Strong verbal communication
  • MS Windows proficient
  • Creative problem solver
  • Exceptional time management skills
  • Prospecting and Cold Calling
This resume is created in 7 minutes.
Professional Summary

Poised and professional Personal Banker skilled at informing clients about banking products and services while recommending best options to meet needs. Results-oriented self-motivator with years in sales , branch management, and general bank operations. Excellent interpersonal skills.

Skills
  • Self-motivated
  • Strong customer relations and team building
  • Time Management


  • Competent with compliance, banking laws and regulations
  • Organized
  • Basic Microsoft Office skills
Work History
02/2017 to Current
Personal Banker / Business Advocate Wells Fargo Bank Carrollton, GA
  • Help customers reach their financial goals by asking questions and focusing on their financial priorities. Provide introductions to partners. Educate customers with online features for easy and convenient banking.
  • Business Advocate: service customers with business accounts and refer them for Merchant and Payroll Services to our business partners.Educate and ask questions to understand credit needs to help our customer grow.
  • Strong knowledge of products and awareness of policy and procedure.
06/2015 to 02/2017
Home Mortgage Consultant Wells Fargo Home Mortgage Newnan, GA
  • Originated, reviewed, processed, and administered customer loan proposals.
  • Home Equity advocate.
  • Continually stayed up-to-date on mortgage rates and related real estate news.
  • Guided clients from beginning to end of the home buying process.
04/2011 to 06/2015
Branch Manager and Client Services State Bank of Georgia Fayetteville, GA
  • Oversaw a branch team consisting of (5) team members Prepared reports of branch progress for monthly board meeting. Responsible for branch budget and motivating staff to create a positive customer experience. Coached employees in procedure and policy.
  • Brought in new business from local merchants and originated mortgage loans. Consumer lending authority at 50K.
  • Worked on marketing material for bank advertising.
  • Represented the bank at all community functions.Active in the local Chamber of Commerce.
11/2007 to 04/2011
Customer Service Representative State Bank Of Georgia Fayetteville, GA
  • Provided excellent customer care by responding to requests, assisting with product selection and open accounts.
  • Backed teller line when short staffed
  • IRA specialist
  • Loan processor
08/1986 to 10/2007
Assistant Branch Manager/ Head Teller Bank Of Coweta Newnan, Georgia
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot. Opened accounts an processed loan closing.
  • Team leadership to promoting positive employee morale. Responsible for branch scheduling.
  • Balance and reconciled general ledger accounts.
Education
2013
Certification of Completion : Georgia Banking School
Georgia Bankers Association - Atlanta
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Professional Summary
Highly motivated professional experienced in sales and operations, customer service, leading projects and handling time-sensitive and complex tasks.
Skills
  • Effective interpersonal skills
  • Strong verbal and written communication skills
  • Highly detail-oriented
  • Strong problem-solving capabilities
  • Proficient in Microsoft Office
  • Efficient time-management skills
Education
Bachelor of Arts: Interdisciplinary Studies: Organizational Studies, 2017
Arizona State University
Emphasis in organizational structures and assessments in human capital and management practices
Work History
Team Lead, 04/2015 to Current
Honda Federal Credit Union Torrance, CA
  • Manage a team of 6 individuals in sales, branch operations, compliance in federal  regulations, and member service experience
  • Interview, hire, and train branch associates, contingent workers, and candidates for other departments within the organization
  • Created title processing procedures and facilitated the recovery of over 50% missing titles to secure collateral for loans
  • Led and executed company-wide project for the onboarding of new and existing clients
  • Implement marketing strategies to promote lending products and HFCU services while focusing on current market trends
  • Manage staff performance plan progress by documenting significant achievements and areas for improvement
Senior Member Services Representative, 12/2014 to 04/2016
Honda Federal Credit Union Torrance, CA
  • Facilitated inter-departmental communication to effectively provide quality member service
  • Investigated and resolved member inquiries and complaints in an empathetic manner
  • Followed-through on all critical  member service escalations to increase member retention rates
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
Banking Services Representative III, 08/2014 to 12/2014
City National Bank Los Angeles, CA
  • Responsible for reviewing activity in general ledger and fee income accountsfor accuracy adjusting any discrepancies to maintain accounts in balance
  • Processed levies, garnishments, and restraining notices in compliance with legal and federal regulations
  • Maintained dormant accounts and escheated funds in accordance with policies for their corresponding states
Co Manager, 08/2013 to 08/2014
U.S. Bank
  • Led  team in sales campaigns to book over $1,000,000 in 2013 
  • Worked in partnership with senior management and operations specialists to prepare the branch for successful annual audits
  • Recognized for outstanding performance with accelerated promotions
  • Performed responsibilities pertaining to bankers and senior bankers while overseeing the team's performance
Senior Banker, 05/2013 to 08/2013
U.S. Bank Marina Del Rey
  • Trained new employees on daily transaction processing, cross-selling bank products and services, and providing excellent customer service
  • Identified, communicated, and corrected new account and loan documentation discrepancies between branch employees and underwriters
  • Achieved "Star of Excellence" two consecutive quarters ranking in 3rd place within the district 
Banker, 05/2011 to 05/2013
U.S. Bank Marina Del Rey, CA
  • Cross-sold bank products and services to meet and exceed monthly, quarterly, and annual sales goals
  • Responsible for assisting customers with account inquiries and loan applications
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Objective
A responsible and challenging position that will utilize my abilities, education and background. Expand my knowledge and offer opportunities for personal and professional growth.
Education
Westland High School - - Columbus, Ohio | High School Diploma Administrative Support, 2009
The Art Institute - - Santa Monica, CA | | Bachelor of Arts Fashion Marketing and Management, 2012 Area of focus: Business Management/Product Development
Skills
  • Excellent communication skills.
  • Merchandising
  • Superb attention to detail
  • Efficient in Microsoft office.(i.e Outlook, Excel, word)
  • Able to prioritize and multi-task
  • Strong customer service Skills
  • Windows & MAC savvy 
  • Set, meet goals/deadlines
  • Strong leadership skills.
  • Fluent in Spanish
Work Experience
Client Services | 01/2018 to Current Spring Studios - New York, NY

Act as a point of contact & liaise for high profile clientele. Coordinating and overseeing client storage, incoming deliveries & client requests. Answering and transferring incoming calls.  Working under strict deadlines and responding  to last minute service requests.Updating inventory as needed. Handling and arranging  travel. Organizing and creating production schedules for large scale events. Harmonize all studio and agency deliveries. Assisting producers during event hours. 


Sales Assistant | 12/2016 to 12/2017 B.Bronson - Los Angeles, CA

Duties include but are not limited to:

Cooperate between sales reps and buyers. Merchandising, Coordinate incoming and outgoing samples. Showroom merchandising, variety of clerical work, data entry, billing, assisting, assisting in product development. Researched issues and made quick decisions to ensure efficient and effective resolution. Stocked and rotated inventory regularly. Revising apparel orders, trade show sales & orders, some buying.

Hostess/Greeter | 12/2014 to 12/2015 M.A.C Cosmetics - New York City, NY Greeting customers upon arrival, general customer service, directing store traffic, appointment scheduling for artists, assisting keys and management with daily duties and in store events,
Color consultant/Skincare Consultant | 06/2011 to 12/2014 Sephora - New York City, NY General Customer service, sales, make-up artistry, answering phones, product training.
Freelance Work

New York/Los Angeles(Assistant stylist/ Make-up artist)

  • Iggy Azalea "My world" (Music Video),Azaelia Banks "Van Vogue" (Music Video),Neon Hitch "Love you better" (Music Video)

Print Work

  • Dimepiece Designs(look-book F/W 2012) Galore Magazine, Dazed & Confused magazine, Retro Lovely, Black Scale, A.L.C, Aaron Torres, Marquis Magazine, Playboy Magazine, Wildfox, Front Magazine.

Fashion week(New York)

  • MM6, Maison Martin Margiela F/W 2014
  • Anna Sui S/S 2014
  • Dia Ates F/W 2013
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Professional Summary
Dedicated Manager & Professional demonstrating effective leadership in all aspects of airline management. Solid experience managing all areas including cabin crew, cost analysis, performance management and administration. Jessica is passionate about treating every guest as VIP.
Skills
  • Exceptional communication and interpersonal skills
  • Ability to interpret and understand industrial and legislative requirements.
  • Excellent written and oral communication skills
  • Intermediate computer skills (including Excel, Word and Outlook)
  • Networking expertise
  • Commitment to a high level of service standards, sense of fun, initiative and personal drive
  • Complaints resolution
  • Ability to positively lead a team and build a productive team environment
  • Excellent time management skills with the ability to manage competing priorities
Work History
Cabin Crew Development Manager 2007 to Current
Virgin Australia
  • Providing leadership & managing a team of Cabin Crew in the performance of their duties & to develop them as successful, professional crew members & leaders.
  • Set & manage key KRA's.
  • ​Training, coaching & mentoring cabin crew.
  • Directing the hiring, training & performance evaluations for staff & supervise their daily activities.
  • Conducting job analysis and job evaluations, resulting in quality job specifications.
  • Auditing workplace, employee and management policies and procedures.
  • Spending time in the air, observing team members' in-flight performance and provide feedback to continue development.
  • Follow up & reporting of Guest Complaints/Compliments with Crew members.

Cabin Supervisor 2005 to Current
Virgin Australia
  • Managing & coordinating business class services, including meal preparation, delivery & bar requirements. Coordinated VIP flight services & supervised unaccompanied minors during flights.
  • Consistent ability to change working hours, often at a moment\'s notice
  • Training cabin crew staff, & Established & built a good rapport with ground staff, ground services & flight deck. This meant developing excellent understanding of these roles & work practices.
  • Utilizing & coordinating effective crew resource management, communication & procedures. This meant managing all systems & situations affecting in flight and cabin crew while preserving passenger comfort, safety and well being.
  • Creating detail expense reports & requests for capital expenditures. This also means responsibility for inventory management, & ordering and processing of special dietary requirements.

Cabin Crew 2004 to 2005
Virgin
  • Strong level of support to fellow crew members.
  • Working as a strong and valued member of a team in a busy team environment.
  • Combined professionalism and humor to make every flight a memorable and positive experience for all guests.
  • Announced and demonstrated safety and emergency procedures.
  • Reassured passengers when non standard procedures are encountered.
  • Briefed passengers according to company requirements.
  • Determined special assistance needs of passengers.

Customer Services Administrator 2003 to 2004
Avalon Property Group Pty Ltd

Client Services Manager 2002 to 2003
Which Property Pty Ltd

Sales Manager 1999 to 2002
Pinnacle Mobile Communications Carindale

Certifications
  • Senior First Aid and Resuscitation
  • Responsible Service of Alcohol
  • Dangerous Goods and Safety
  • Initial Cabin Crew Course
  • Buddy Training Course
  • Cabin Supervisor Course
Education
Diploma of Tourism: 2001 Southbank Institute of Tafe - Southbank
Certificate III Tourism (International Retail Travel Sales): 2001 Southbank Institute of Tafe - Southbank
Behavioural Interviewing: Virgin Australia -
Accomplishments
  • 2016: Mrs Australia Globe finalist. Winner Mrs Congeniality, and Heart Kids Ambassador
  • 2014: Established successful business- Crew Faced Makeup Artistry.

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Executive Profile
Accomplished and results driven leader of customer success, with a proven ability to build premier service organizations through development and execution of strategic operating plans that support growth, operational efficiency, and client satisfaction.  Adept at forging lucrative relationships with key partners, vendors, and clients.
 
Experience includes executive leadership roles at Fidelity Investments, overseeing and on-boarding marquee Health and Welfare clients, as well as running all day to day operations, institutional support, relationship management, and implementation teams for PENSCO Trust Company, a San Francisco based self-directed IRA custodian.  
Skill Highlights
  • Premier servicing strategies
  • KPI performance tracking
  • Project management 
  • Building operational efficiencies
  • Reducing attrition
  • Tiering Service Models
  • Service Metrics (VOC/NPS)
  • Relationship Management
  • Decreasing Attrition
  • Service Recovery Initiatives
    • Client data analysis (VOC/NPS)
    • ERISA retirement plan expertise
    • Relationship management
    • Client onboarding
    • Customer journey mapping
    Decreasing Attrition
    Service Recovery Initiatives
    Core Accomplishments
    • Oversaw 60+ employee call center and relationship management team, decreasing phone call abandonment rates from 20% to 9% for a team handling 1,000 calls per day.
    ​​
    • Used KPI metrics and VOC surveys to launch a top-down premier service and efficiency initiative that increased Net Promoter Score (NPS) of clients likely to recommend PENSCO from a 7.4 to a 9.1.
    ​​
    • Implemented new retention and service recovery model, reducing attrition rate from 13.1% to 9.4%. 
    ​​
    • Directed all strategic operating plans specific to differentiating PENSCO as the premier service provider within our industry, and achieved targeted EBITDA needed for successful sale of company in May of 2016.
    Initiated
    Spearheaded
    Handled all complaints via social media, escalations, etc.
     
     
     
     
     
     
     
     
     
     
     
     
     
     
     
     
     
     
     
     
     
     
     
     
     

      Professional Experience
      PENSCO Trust Denver, CO Vice President, Site Manager / Customer Experience 06/2013 to 06/2016
      • Oversaw 185 employee Denver, CO location handling all call center and support functions for 40,000 IRA clients holding 12B in assets.
      •  
      • Key responsibilities include oversight of 60+ person client service and relationship management team, as well as a 100+ employee operational processing and implementation team.

      •  ​Redesigned and integrated all CRM, call center, and sales tracking systems to provide better data transparency and reporting.  Decreased phone call abandonment rates from 20% to 9%. 

      • Designed VOC (Voice of the Customer) program to create roadmaps of the customer journey lifecycle, and used that data to build tiered service models that increased NPS (Net Promoter Score) from a 7.4 to a 9.1. 
      PENSCO Trust San Francisco, CA Vice President, Sales and Service 09/2008 to 06/2013
      • Oversaw a 15 person sales and onboarding team located in Portsmouth, NH, as well as a 30 person client service, relationship management, and operational support team in San Francisco, CA.

      • Built all metrics and reporting, first call resolution campaigns, straight through web processing, and call center analytics forecasting tools. Use data to establish new retention and service recovery team, reducing attrition rate from 13.1% to 9.4%. ​​
      ​​
      • After successfully achieving board directed KPI goals for sales and service, secured private equity funding to acquire largest competitor, Lincoln Trust Company.  Directed a 12 month conversion plan, relocating to Denver, CO in June of 2013 to run all service, sales, and operational support divisions of the newly acquired entity.  
      Fidelity Investments Merrimack, NH Director, Client Services Manager - Health and Welfare 05/2006 to 08/2008
      • Oversaw contact center, relationship managers, and project teams providing support to all business lines of General Motors 1.6 million active and retiree population.  

      • Developed outbound client engagement program to proactively support clients by anticipating their future needs, improve service for at risk clients, and cross-sell Fidelity product lines.

      • Responsible for all reporting, escalations, issue resolution and project tracking.

      • Client 360 feedback survey averaged 98.6% satisfaction ​for 2006 and 2007.
       
      Fidelity Investments Toronto, ON Director/Ex-Patriot - Health and Welfare 05/2005 to 05/2006
      • ​Implemented 30+ person contact center to handle the onboarding, client service, and relationship management functions for newly signed General Motors employee benefit plans servicing contract.

      • Built ​and delivered all training specific to General Motors benefit plans (Health and Welfare, Defined Benefit, and Defined Contribution) as outlined in the summary plan descriptions.

      • Implemented inbound/outbound retention team, hitting goal of 95% contract renewal rate.

      • Ran all day to day support teams until newly established division was at steady-state processing of 60,000 transactions per year with 98% customer satisfaction.
      Education
      MBA: Master's of Business Administration Saint Michael's College, Colchester, VT
      Bachelor of Arts: Psychology/Sociology Franklin Pierce College, Rindge, NH
      Associate of Science: Business Law Mount Wachusett College, Gardner, MA
      This resume is created in 7 minutes.
      Summary

      Currently a Customer Care Manager with a demonstrated success of working with mid-market and enterprise businesses, passionately ensuring they receive timely service and support for their organization. 

      Originally from San Antonio and looking to relocate back to the city

      • Bachelors Degree  
      •  6+ years of Customer Care/ Team Leadership/ Account Management  experience in progressive roles
      Skills
      • Expert knowledge of operational processes, escalation procedures and performing training needs assessments. 
      • Expert knowledge of researching the market to determine special pricing for non‑standard items in the interests of ensuring appropriate profit margins are reached and maintained. 
      • Skilled in developing customer service department procedures.
      • Excellent skills in developing and managing service with speed and accuracy.
      • Exceptional people skills; the ability to engage and motivate staff.
      • Budget management. Customer relationship management. 
      • Mentoring, coaching and training. 
      • Ability to make appropriate decisions considering the relative costs and benefits of potential actions. 
      • Ability to coach and motivate less experienced team members to achieve their goals. 
      • Demonstrate sense of urgency in fast pace environment
      • Possess exceptional ability to build productive relationships, resolve complex issues and win
      • Demonstrate outstanding problem solving
      •  Acknowledged for unwavering commitment to situations with tact and ease providing exceptional team leadership and support.
      Experience
      04/2016 to Current
      Customer Care Manager Spectrum Enterprise Austin, TX

      Duties and Responsibilities:

      • Works on highly complex issues where analysis of situations or data requires an in-depth knowledge of the company. 
      • Participates in corporate development of methods, techniques and evaluation criteria for projects, programs, and people. 
      • Ensures budgets and schedules meet corporate expectations. 
      • Workflow management and prioritization. 
      • Responsible for minimizing downtime via proactive technical intervention. 
      • Ensure all business processes are followed. 
      • Rapid and effective fault fix activity, proactive recommendations of systems architecture review and improvements. 
      • Manages the development of a team of account managers and technicians. 
      • Participates with other managers to establish strategic plans and objectives. 
      • Makes final decisions on administrative or operational matters and ensures operations' effective achievement of objectives. 
      • Regularly interacts with executives and/or major customers. 
      • Interactions frequently involve special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization.
      03/2014 to 04/2016
      Account Manager- Client Services Spectrum Enterprise
      • The CSM will actively and consistently support all efforts to simplify and enhance the customer experience.
      • Prepares quotes on upgrades and renewals. May partner with internal Spectrum Finance and sales teams to determine Spectrum negotiating position on unique requests.
      • Partners with Spectrum Project managers and establishes bi-weekly or monthly calls to review current book-of-business, installation issues, scheduling and customer contacts, including relevant order management personnel as required in order to resolve issues.
      • Partners with Order management teams on a regular cadence review disconnects/upgrades/renewals /grooms and performs root cause analysis for rejects/cancels and other process issues. Also partners with Sales and Solutions Engineering to recommend process improvements.
      • Provides guidance and leadership to billing teams on complex billing issues (including disputes and their resolution) across multiple legacy platforms.
      • Establishes bi-weekly or monthly calls with Carrier Customers to review outstanding post installation issues (re-rate requests, disputes, inventory management, and recurring outage issues) and takes responsibility for internal follow up when Carrier Customer needs are not being met.
      • Understands and interprets as necessary all Carrier Master Service Agreements (MSAs) and amendments to ensure terms and conditions (T&Cs) of MSAs are adhered to, provides guidance to interested parties on T&Cs (portability clauses, ETFs) and makes recommendations to ensure future MSAs or amendments are modified in a manner that closely aligns with Spectrum Enterprise's goals, objectives and tool capabilities.
      • Participate in strategic business planning sessions with account team members and/or customers. Responsible for understanding of and is accountable for customers revenue base, inclusive of churn and oversight of aged receivables.
      • Partners with post sale service team on a monthly basis to review and understand outages and RFOs in order to understand the impact to the overall health/relationship of the customer account.
      • Prepares weekly and monthly reports to manager to include volumes, revenue impact, issues encountered, and analysis on process or procedures that could be improved to streamline business
      11/2012 to 03/2014
      Direct Sales Supervisor Nationwide Insurance San Antonio, TX
      • Managed a team of 12-14 sales agents.
      • Developed and implemented successful sales strategies that led to the team exceeding sales goals on a monthly basis.
      • Interviewed, hired and trained new employees on corporate procedures and corporate quality assurance procedures and sales techniques.
      • Monitored individual performance results and engaged in timely coaching sessions when necessary.
      • Successfully led the sales team through company changes while maintaining the productivity of the team.
      • Interfaced with senior management to better understand critical objectives and made recommendations when appropriate.
      03/2010 to 11/2012
      Direct Regional Sales Rep Nationwide Insurance San Antonio, TX
      • Currently and consistently in the top 5 agents of the company.
      • Surpassed my yearly quota of 300k processed premium and sold 500k
      • RESPONSIBILITIES: Handles incoming calls/emails from prospective personal lines customers for multiple lines of property/casualty business according to best practices.
      • Performs outbound calls and follow-up work to close the sale.
      • Writes quality risk policies based on underwriting requirements; makes decisions by interpreting and using appropriate classification systems, rating plans, tiers, and selection standards; utilizes training and sales techniques to close the sale.
      • Answers questions, provides explanations, and makes recommendations to applicants regarding appropriate coverage for auto and/or property policies, limits, deductibles; considers customer needs as well as company guidelines.
      • Determines and enters rating information into systems; provides quotation, and binds coverage within prescribed limits.
      • Completes necessary applications and forms; issues conditional contact/binder within authority.
      • Follows up for necessary documents and payments in order to close the sale.
      • Assists and contributes to the team's current quotas/goals by meeting individual quotas/goals, as well as unit/team goals.
      • Maintains current understanding and proficiency in sales techniques and product offerings, keeps up to date with market conditions and competitors, and systems enhancements.
      • Cross-trains on other products and lines of business.
      • Performs all other duties as assigned.
      03/2009 to 03/2010
      Inside Sales Supervisor Red Ventures San Antonio, TX
      • Managed several teams of 10+ inside sales agents for DirectStarTV under the RedVentures umbrella.
      • Implemented selling techniques, quality assurance procedures, and corporate policy.
      • Used analytical skills to study the daily sales metrics to determine what action, if any, was needed to increase agent performance.
      • Worked directly with marketing to develop and implement ideas to increase daily sales, monthly conversion, and monthly revenue.
      • Motivated sales agents to meet/exceed sales goals by developing effective sales incentives.
      • Comprehensive interviewing and hiring experience.
      • Effectively coached and motivated a team of inside sales agents on selling techniques to increase business revenue.
      • Extensive studying of daily sales metrics to determine which marketing channels and sales agents needed attention.
      • Directly involved in corporate scripting to increase overall sales goals.
      • Lead team of inside sales agents to over 38% total call conversion.
      • Trained new employees on corporate procedures and corporate quality assurance procedures.
      • Represented client relations with utmost regard and sensitivity to ensure service was extraordinary.
      • Trained and developed new sales agents on the sales process and prepared them for the fast paced sales environment.
      • Honored to have had 8 plus sales agents recognized for performance and 3 sales agents promoted to corporate positions.
      Activities and Honors
      • Certificate of Scholarship from San Antonio Education Partnership
      • Certificate of Completion from NEFE High School Financial Planning Program
      • Certificate of Appreciation from Administrative Office for Office assistant
      • Awarded Certificate of Financial Studies for completion of Academy of Finance
      • Awarded plaque from Business Careers for successful completion of the UTSA & BCHS Leadership Challenge Program.
      This resume is created in 7 minutes.
      Summary
       Results-oriented Client Services Manager with a diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements. and management professional who exceeds revenue goals, quickly develops new accounts and achieves high customer service satisfaction ratings.
      Experience
      02/2014 to Current
      Client Services Manager PBI Group INC Dallas, Texas
      • Received and screened a high volume of internal and external communications, including email and mail. 
      • Created and maintained spreadsheets using advanced Excel functions and calculations to develop reports and lists.
      • Responsible for implementing all business-building and relationship-building expectations with uniquely assigned accounts and customers.
      • Trained new employees on company customer service policies and service level standards.
      • Consistently met and exceeded department expectations for productivity and accuracy levels.
      07/2011 to 02/2014
      Customer Care Specialist L'OREAL USA Dallas, Texas
      • Addressed customer service inquiries in a timely and accurate fashion.
      • Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.
      • Recruited, managed and mentored an average of 20 new customer service representatives per year.
      • Collected customer feedback and made process changes to exceed customer satisfaction goals.
      09/2007 to 05/2011
      Administrative Assistant Woodmen of The World Greenwood Village, Colorado
      • Made copies, sent faxes and handled all incoming and outgoing correspondence.
      • Created weekly and monthly reports and presentations.
      • Organized billing and invoice data and prepared accounts receivable and expected revenue reports for controllers.
      • Organized files, developed spreadsheets, faxed reports and scanned documents.
      10/2003 to 01/2005
      Executive Administrative Assistant Silverberg Meat Consultants Dallas, Texas
      • Maintained and coordinated executive and senior management vacation, day-to-day meeting and travel schedules.
      • Created and maintained computer- and paper-based filing and organization systems for records, reports and documents.
      Education and Training
      2002
      Associate of Arts: Graphic Design The Art Institute of Dallas Dallas, Texas