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Customer Relationship Manager Resume Samples
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0-5 years of experience
[company name] is a startup which specializes in developing business to customer mobile apps. Tangled is currently conducting customer validation to get direct feedback and assess if the Platform as a Service (PaaS) is ready for wider marketing efforts.
- Generated and closed 2 of the 5 sales leads required to start the customer validation process, by building a strong relationship with the clients.
- Identified $959k app opportunity in the photography market, and $599k app opportunity in the dance market by sizing the market, collaborating with the entrepreneur, and evaluating the competitors.
- Gathered 44 requirements by researching the dance market, speaking with instructors, and dance students.
- Created 3 user stories and a proof of concept prototype as the product owner with input from the dance industry expert and Scrum team.
- Decreased customer closing time by 50% by designing generic storyboards and user stories for all sales leads to reuse after conducting business process analysis sessions.
0-5 years of experience
Managed Salesforce.com rollout for 1.5K sales users in North America. Interfaced with Global Sales Process and IT teams to develop or customize Customer Relationship Management (CRM) applications.
- Met with executive leadership, gathering and addressing CRM business requirements.
- Developed CRM training curriculum, instilling best practices for instructor led classes (Salesforce.com).
- Led sales data collection and management processes, ensuring uninterrupted flow of reliable data from account; worked closely with account and key stakeholders to improve data visibility, accuracy, and frequency.
- Conducted research to proactively identify trends and other relevant business insights, turning insights into actionable and quantifiable opportunities.
- Assisted in spearheading rollout of SAVO Proposal Pro software and document repository, resulting in new streamlined process for creating proposals and repository for sales agents to refer to for product information.
- Collaborated with team of specialists, driving Key Performance Indicators (KPIs) for CRM adoption and utilization.
0-5 years of experience
Ensured superior customer experience by investigating and resolving inquiries and complaints in a timely and empathic manner.
- Asked open-ended questions to assess customer needs.
- Managed the account upon assignment, during imminent default, delinquency resolution through different programs like, Home Affordable Modification (HAMP), Unemployment (HAUP), Internal Modifications (IH), Settlements, and Alternative to foreclosure (HAFA) until completion.
- Resolved assigned accounts through investigation, exhausting all options to prevent foreclosure.
- Effectively communicated terms on loan modification agreements, settlements on liens, Deed in lieu, and short sale terms.
- Effectively communicated with other team members and directed calls to appropriate individuals when other arrangements needed to be made on the spot.
6-10 years of experience
Oversaw business and technical relationships and serve as single point of contact between assigned major clients. Managed core equipment and vender equipment at 57 customer locations. Addressed issues and concerns by being on-call 24/7.
- Increased customer satisfaction rate from 78% to 95% by responding quickly to customer needs and developing relationships with the customer.
- Exceeded Equipment Preventive Maintenance (PM) completion goal set at 97% to 100% by consistently confirming schedules with customer.
- Surpassed Time and Material (T/M) goal set at $300K to $750K by proactively providing quotes on needed replacement materials.
- Held weekly conference calls and quarterly on-site meetings with customers, identifying and addressing issues and concerns
- Prioritized customers’ requests, ensuring that all last minute requirements were met
10+ years of experience
Member of management team for Sprint Customer Finance Services, an escalation department of 175 people dedicated to resolving the most difficult customer concerns regarding payments, technical issues, fraud, contracts, and executive level complaints.
- Conducted hiring process involving job fairs, pre-screening candidates, scheduling interviews, and making offers for employment.
- Guided time sensitive measures for resolving difficult customer issues by directing research team, collaborating with Sr. Management, and negotiating settlements.
- Executed departmental efficiency processes which positively impacted profitability and customer satisfaction.
- Generated revenue by reducing fraud and servicing customers through analysis of their accounts, recommending changes, setting arrangements, and collecting payments.
0-5 years of experience
The Customer Relationship Manager (CRM) position requires expertise in managing more complex account relationships with emphasis on financial analysis and credit action. Also works in a relationship-based environment; manages relationships with the internal department, our customers, and business partners.
- Served as a liaison to administrative areas within the bank, working with Litigation, Mediation, and Bankruptcy attorneys to convey information on a timely review.
- Processed payments or advise customer of other payment options resulting in a recovery of 60k
- Monitored document imaging systems to ensure that documents are accurate, complete and in compliance with information protection, privacy and security policy procedures.
- Implemented procedures to meet production deadlines, successfully executes service level agreements and comply with regulatory requirements.
- Consistently ranked at top 10%
0-5 years of experience
As the Customer Relationship manager was the primary point of contact for Fortune 500 and mid-size clients. Provided the overall management of the client relationship including identification of business challenges, monitoring of talent search, project progress and troubleshooting. Collaborated with clients, recruiters and project team members to ensure project success. Maintain an excellent rapport with clients via regular status reports for the duration of the engagement. Committed to total client satisfaction the objective is always to minimize client risk and increase cost-efficiencies.
- Established relations, negotiated staff augmentation and responses to project RFPs with AT&T, Merck, Vonage and the Board of Education.
- Instituted high quality standards that achieved highest rating for TRC at Vonage for fulfilling the most Contractors and right to hire candidates.
- Launched an efficient on-boarding process and created a forum/community amongst TRC Contractors to facilitate collaboration and ensure speedy learning process to minimize disruption and cost to client.
6-10 years of experience
Promoted to senior account manager of 180 day past due accounts. Maintained quality customer service and meets and exceeds monthly goals. Led a team of 5 reps to meet monthly goals and expectations. Exemplified the second-to-none customer service.
- Exceeded the required productivity goals of 85%
- Conducted team building to increase morale and motivate team members to reach the goals of the organization
- Held team meetings with other staff members to review productivity goals
- Developed strategies and worked directly with management to develop new strategies to reach goals.
- Participated in community involvement organizations such as Relay for life and Read across America
0-5 years of experience
Managed portfolio of 800 at risk/delinquent accounts on average per month
- Analyzed financial information and loan standing to determine appropriate course of action to reduce investor/corporate loss
- Presented and educated customers with treatment options such as modification, liquidation, forbearance and repayment plans
- Managed team of 15 employees while manager is away from office
- Mentored, coached and developed new hires as well as low performers
0-5 years of experience
Leads inside sales division for a regional talent solutions firm. Heads lead generation, sales strategy implementation, and execution of inside sales process. Reports and works directly with division president on direction of inside sales.
- Developed current workflow process for lead generation, which has led to new revenue generation of $250K in service level agreements.
- Devised the inside sales calling plan which created efficiency in conducting calls and the process behind campaign selection.
- Oversees lead tracking software and Sugar CRM technology, and improved use, which has eliminated manual tracking of lead progression.
6-10 years of experience
Supported the servicing of mortgage loans and managed default and/or non-defaulted loans.
- Processed routine transactions, documented loan history, and responded to customer or other 3rd party inquiries
- Researched and prepared documentation, while analyzing requests in accordance with established guidelines to determine appropriate courses of action.
- Managed complex levels of transactions, including processed loans approved by an underwriter while utilizing credit-signing authority within delegated limits.
- Responsible for clearing conditions and issuing changes to the terms on previously approved loans, inclusive of, but not limited to verifying conditions of approval such as customer income/assets documentation, title and vesting, liens, judgments and re-conveyances.
- Maintained a high level of customer service by being proactive in communicating with customers, including banking center associates, realtors, etc.
0-5 years of experience
Possess knowledge of the borrower’s situation and current status in the entire delinquency, collections, default or imminent default resolution process, including any home retention or non-foreclosure liquidation options
- Managed all of the activity through a proprietary complaint management system of record (salesforce.com) to manage my customer interactions
- Helped the customer through the liquidation process when all loss mitigation options have been exhausted
- Lead by example by implementing best demonstrated practices by maintaining an exceeds performance rating
0-5 years of experience
Single point of contact to borrowers and trusted advisors. Facilitate loss mitigation (Retention or Liquidation) options for customers. Collection, and validation Documents for loan modifications. Answer foreclosure questions, request postponement of sale date, and order reinstatement figures. Monitor Short Sale Process. Collect payment, set up repayment plans
- Manage portfolio of more than 100 loans
- Obtain 100% CMQA qualify result on all call & case review for 6 consecutive month for 2012
- Awarded Most Improved Customer Relationship Manager in March 2012
- Selected by management team to conduct weekly new hire coaching
10+ years of experience
Managed and developed new business within acute and sub-acute care facilities, while expanding business within existing contracts, consistently reaching or exceeding sales goals.
- Collaborated with team members to coordinate and implement plans and programs
- Managed inventory for 18 facilities, including Yosemite National Park
- Cultivated, established and maintained a rapport with a group of people from a diverse socio-economic, ethnic, and professional backgrounds and from hospital staff, Yosemite Park Staff, CFO’s, CNO’s, EVS Directors, Infectious Control Staff, Materials Management, Housekeeping, and General managers
- Recommended strategies to help meet Title 22, JCAHO, and blood borne pathogens standards
- Trained hospital staff on Angellink software, proprietary software for ordering, inventory tracking, allocation or distribution
- Analyzed and documented any issues and developed new strategies to prevent them from occurring again
- Assessed and monitored performance to identify the need for change and to ensure the compliance with contractual obligations
- Discussed defective and unacceptable goods and services and determined corrective action with personnel, users and vendors
0-5 years of experience
Managed 100+ different loans (FHA, VA, and Conventional), worked loans as a junior underwriter.
- Verified 1000s of documents for accuracy, completeness and timeliness to process and close modifications.
- Kept abreast of new loan types and other financial services and products to meet customers’ needs.
- Answered 100+ calls daily on a multiline system identifying calls purpose and attracting new accounts.
- Analyzed volumes of information and evaluated results choosing solutions to 1000s of customer loans.
0-5 years of experience
Extensive knowledge about the entire loss mitigation process used to manage a large portfolio of customers throughout the default servicing lifecycle.
- Served as a single point of contact and trusted advisor for borrowers involved in the default servicing lifecycle.
- Presented solutions based on individual customer’s needs and communicated realistic customer expectations as well as discussed alternative exit strategies.
- Managed a significant portfolio of FHA loans in default, loan modifications, document validation, short sale/DIL, and answer technical foreclosure questions.
- Communicated the homeowner’s current status and the steps that were required in order for us to make a Fair, Fast and final decision.
- Create, maintain and tracked customer files pertaining to modification process milestones with significant follow-ups required.
0-5 years of experience
Insured document compliance and security perfection, as well as collateral monitoring and maintenance
- Administered wire transfers, payments, deposits, and advances for customers
- Built internal relationships and worked closely with a team to facilitate loss mitigation options for customers
- Provided Foreclosure, Short Sale & Deed-in-Lieu education, and evaluated if borrowers pre-qualified for loan modifications, repayment plans, extensions, or forbearance plans
0-5 years of experience
Directly responsible for loan servicing, hands on full cycle loan sales and upselling, customer service and relationship management.
- Organized and serviced over 250 mortgage files at once as well as constant training weekly.
- Organized and serviced loan modification applications.
- Applied skills in dealing with several customer problems/conflict resolutions.
- Trained multiple departments on sales, services and departmental policy.
- Managed operations of approximately 60 team members.
- Exuded a very detailed oriented approach to keep all accounts in good standing.
- Successfully managed over 250 accounts at a time.
- Served as the Safety Lead and Emergency Response Team Coordinator for over 3700 associates. Spearheaded the training and emergency response programs at Bank of America.
- Received 5 Gold Awards, 12 Silver Awards, 19 Bronze Awards, 2 Manager Unit Citations for Excellent Customer Service and Job Performance Awards issued as reward for superior performance.
- Qualified for every bonus awarded due to excellent job performance and consistently exceeding expected goals.
0-5 years of experience
- Managed customer requirements to better understand and evaluate their needs resulting in renewed and expanded customer contracts.
- Strived for the highest levels of customer satisfaction in the delivery of Wi-Fi (Wi-Max) service and account maintenance to each customer.
- Responded to customer inquiries in a timely manner, provided required training to assigned customers, and proactively interfaced with managed account customers and documented customer activities in order to prepare reports for senior management.
- Worked parallel with Quality Assurance team to develop innovative solutions and improve process capabilities.
- Worked closely with all departments such as engineering, research and development, IT, finance, billing, budgeting and marketing.
6-10 years of experience
- Planned and executed sales and celebratory events for [company name] clientele and affiliates
- Successfully managed and grew portfolio of highest spending [company name] clients anticipating needs and overseeing excellent customer service
- Increased store sales by creating relationships between [company name] clientele and sales associates
- Facilitated selling and customer communication training for [company name] associates
- Implemented comprehensive analytics to track and service high spend customers and ensured their repeat business
0-5 years of experience
Managed the borrower’s relationship throughout the entire delinquency resolution process, including any home retention and non-foreclosure liquidation
- Reduce the turn-around time for processing MHA loans from 6 months to 45 days
- Collaborated with business partners to develop program training and web base training, and facilitated monthly skill building sessions to provide consulting to the business leaders on best practices
- Met and exceeded performance metrics goals every month
0-5 years of experience
Responsible for managing the store’s customer relationships – creating loyal customers for life.
- Oversaw the “Get Connected” program, reaching out to customers and creating a personalized shopping experience.
- Championed the store’s social media, including training and managing a social media team to expand business.
- Provided instruction and management of “Relationship Selling” throughout the store.
- Ran the “Fashion Rewards” credit program, educating employees about the benefits of the program to increase volume for the store.
0-5 years of experience
Managed 64 strategic relationships with large commercial and industrial customer accounts
- Linked products and services to address customers’ business needs
- Advisor for energy efficiency, demand response, and self-generation programs
- Resolved customer inquiries related to service reliability, power quality, rates, metering, contracts, billing, and other customer service issues
- Established effective relationships within PG&E to help facilitate solutions to increase customer satisfaction
- Represented PG&E at local customer education events
- Presented energy saving program information to commercial customers at PG&E workshops
0-5 years of experience
Served as the single point of contact and a trusted advisor during the modification process.
- Managed a portfolio of customers through the default servicing cycle.
- Worked as a liaison for the Short Sale and Deed-in-Lieu department.
- Assisted peers with their caseload to ensure that work was completed daily.
- Assisted manager’s with callback escalations when needed.
- Worked overtime when needed to ensure peers were meeting their deadlines.
- Communicated difficult decisions and messages while maintaining customer relationships.
- Reviewed modification documents with customers to ensure timely submission to underwriting.
0-5 years of experience
- Coached a team of 5 associates towards improving their servicing processes and foundational skills
- Qualified and assisted homeowners experiencing financial hardship towards achieving a loan modification
- Analyzed requests in accordance with established guidelines and determined the appropriate courses of action
- Exhibited high standards of customer service and ensured 100% satisfaction
0-5 years of experience
- As a default loans Bankruptcy Specialist, educated and assisted borrowers or designee with Loan Modifications, Repayment Plans, Forbearance, Short Sale, Deed-in-Lieu and Foreclosures.
- Trusted advisor to a portfolio of 300+ loan originators, actively managed these accounts through inbound and outbound calls.
- Analyzed and explained precisely the applicants’ account status, provided guidance, accepted loan payments and documented borrower, account systems.
- Managed daily workflow, ensuring that all applicant activities and interactions were completed on time and within standards.
0-5 years of experience
- Average 60 percent month-to-month increase in new money collected each of 6 months on site so far.
- Successfully added additional clients to existing portfolio each month.
- Recognized as a top performer within first 90 days on the job.
- Internally promoted within first 6 months based on product expertise.
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Customer Relationship Manager
Last edited by: Gabriela Barcenas, CONTENT STRATEGIST -
Gabriela Barcenas
CONTENT STRATEGISTGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
