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Client Service Manager Resume Samples
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0-5 years of experience
Oversaw the delivery of post-closing final documents and the reduction of uninsured FHA loans underwritten by third party lenders and managing staff of 15 Client Service Consultants and Operations Analysts.
- Organized and updated the out of business lender procedure that was later adopted as the model for the division.
- Facilitated customer-centric and metric-driven culture by improving collaboration between lenders, sales team and operations, creating accurate reporting and implementing enhanced pricing standards.
- Lowered delivery time of mortgage post-closing documents for the organization by 12% by leading client collaboration and influence document delivery to meet contract guidelines.
- Reduced uninsured FHA loans by 20% by eliminating unnecessary procedures by vendors through training how to use FHA systems effectively.
- Increased third party lender use of MERS document systems through partnership training with MERS and external lenders.
0-5 years of experience
Managed the daily processing of donations for 9 international charity organizations
- Balanced and created daily deposit reports for each client
- Effectively balance and reconcile the daily accounting
- Executed excellent customer service for overall satisfaction per company standards
- Motivated and supported an internal team to achieve each client’s goal and comply with the specific charity’s mission.
- Created, negotiated and managed the contract and procedures for each client
- Clients ranged in volume of donations from $100K to $1.5 million monthly
0-5 years of experience
Managed a portfolio of company accounts by serving as primary business contact for customers
- Given full authority and direct control over the company’s largest health systems ($2.7 million in annual revenue) including decisions pertaining to managing staff, cost approval, changes in workflow process, and client relations
- Monitored performance metrics of 28 medical facilities, including 8 hospitals
- Managed all client communications, conflict resolution, and compliance issues
- Provided detailed reports on performance, efficiency, and client satisfaction to the Vice President of the Company’s Healthcare Division and the company’s CEO
0-5 years of experience
Managed the day-to-day operations of a 12 member Client Service Team to ensure that all goals and objectives established by executive management were achieved. Also responsible for networking with clients and identifying their needs to development new business opportunities for the company.
- Successfully implemented five new clients with revenue potential of over $3million.
- Responsible for the implementation of team goals and objectives and to ensure these goals and objectives are met.
- Oversaw the documentation of all internal processes of the team to ensure all areas were compliant under internal and external guidelines.
- Responsible for developing a strong three member management team and creating a positive team oriented environment.
- Chosen to participate in business training video productions to educated employees on HIPAA requirements.
10+ years of experience
- Provided logistical support to 8 field service technicians
- Conducted onsite quality assessment audits resulting in 90% retention
- Completed route service value up to $50,000 in company revenue
- Trained technicians on product installation and client retention skills
- Maintained company vehicle, PDA, and expenses
- Conducted fuel efficiency program resulting in 30% reduction in cost
0-5 years of experience
Supported client base and sales staff of 4 that individually generated annual sales of $1 million
- Provided consultative advice to sales and clients
- Responsible for providing backup support to clients
- Built relationships with established clients to ensure recurring revenue
6-10 years of experience
Built client confidence by actively listening to their concerns and giving appropriate feedback
- Processed all client needs accurately and in a timely fashion
- Quickly learned ever-changing computer programs and managed them with accuracy
- Oversaw daily operations and voiced any concerns to upper management and made certain proper solutions were implemented
- Built and maintained effective relationships with peers and upper management
- Offered direction and gave constructive feedback to motivate team members
0-5 years of experience
Managed and coached a staff of three tellers
- Compiled, organized and maintained branch regulatory compliance
- Assembled and supervised all (six) branch employee calendars including travel
- Managed office through maintaining cleanliness, supply ordering, vendor management and maintenance requisitions
- Assisted branch manager and sales positions through phone handling, research, expense report generation and submission, errands and deliveries
- Provided customer service in person and through phone, fax, mail and email communication
- Compiled information and generated reports
0-5 years of experience
Frequent international and domestic travel to perform client based audits of expense and vendor files
- Performed extensive telecommunications, data entry, and other detail oriented tasks during claims preparation
- Maintained trust based client relationships and provided ongoing support during the claims process as lead auditor and client service
- Planned custom audit procedures by examining and identifying qualified client expense patterns
- Consulted on invoicing procedures within client accounting departments to acquire VAT documentation
- Created and submitted VAT tax claims to tax offices throughout Europe and Asia
0-5 years of experience
Opened and close store on assigned days and provided leadership during hours of operation.
- Supervised and trained new hires to ensure competency of company’s guidelines.
- Issued pledge tickets and kept records of loans.
- Managed a safe f $100,000 cash vault daily.
- Resolved customer service issues through quick and effective decision making that increase customer retention.
- Handled court case proceedings regarding outstanding loans.
- Managed customer accounts to ensure up to date payments on provided loans.
- Ordered store supplies and test equipment daily to ensure functionality for employee use.
Client Services Manager Duties and Responsibilities
A Client Services Manager perform varying duties depending on the industry they work in. There are, however, some primary responsibilities most Client Services Managers can expect to perform. A review of job listings identified the following main duties for Client Services Managers.
Provide Customer Service Client Services Managers are responsible for providing excellent customer service and ensuring their staff does the same. They may be responsible for creating policies and procedures the client services department adheres to, as well as providing appropriate training for employees. Client Services Managers may also provide technical support to customers depending on the type of organization they work for. Dealing with unsatisfied customers and providing conflict resolution services is another common responsibility of the Client Services Manager.
Hire, Train and Manage Staff Client Services Managers manage a staff of client service employees. They are tasked with supervising employees and ensuring they are meeting the company’s expectations as well as assisting with human resource duties. This may include reviewing applications, conducting interviews, processing new hire paperwork and providing on the job training or mentoring to new employees. They may also conduct performance evaluations, handle disciplinary actions and process payroll for their staff.
Market and Sell Products and Services An important aspect of the Client Services Manager position is to promote sales and assist with marketing strategies. Developing strong relationships with clients is important to help promote sales of products or services. Client Services Managers will strive to increase profits and client retention by running the department efficiently and successfully. In some industries, the Client Services Manager may also be expected to assist with or even create marketing materials or strategies to attract more clients.
Client Services Manager Skills
Client Services Managers must have good judgement and excellent critical reasoning skills. They should be outstanding communicators and natural leaders. Organization skills and the ability to perform well under pressure are also important. In addition to these traits, employers look for candidates with the following skills. Core skills: Based on job listings we looked at, employers want Client Services Managers with these core skills. If you want to work as a Client Services Manager, focus on the following.
- Highly proficient in Microsoft Office Suite programs, especially Excel and Word
- Knowledge of conflict resolution techniques
- Management or supervisor experience
- Customer service experience
- Project management experience
- Sales experience
Advanced skills: While most employers did not require the following skills, multiple job listings included them as preferred. Add these to your skillset and broaden your career options.
- Background in marketing or advertising
- Speaking multiple languages
Client Services Manager Resources
There are more helpful and informational resources available on the Web for those interested in becoming a Client Services Manager. Here are some useful links we found. On the Web
Customer Service Manager – CSM is a free resource and journal for customer service managers and professionals. Filled with resources, industry related articles and news, it is a wonderful resource for the Customer Support Manager.
Customer Service Institute of America – CSIA is the industry’s leader in providing customer service professionals with certification and online training opportunities. Client Services Manager Books
Customer Service Management Training 101: Quick and Easy Techniques That Get Great Results – A step-by-step guide to all areas and practices managers of customer service employees need to know to be successful and effective.
Award Winning Customer Service – This book is aimed towards busy managers seeking quick solutions to their customer service problems. Filled with scenarios and real life examples, this book is a great reference for Client Services Managers.
Conflict Management for Manager: Resolving Workplace, Client, and Policy Disputes – This text provides managers with techniques and tools to help resolve conflicts that may arise. This comprehensive book equips readers with practical advice and strategies that really work. Industry Groups
National Customer Service Association – NCSA offers customer service professionals a wealth of resources and professional development opportunities. Members enjoy access to industry journals, job posting sites and discounts on education and training programs.
Customer Experience Professionals Association – Founded in 2011, CPXA is a nonprofit organization aimed at getting peers together to share ideas and tips on being successful in the customer experience industry. International Customer Service Association – ICSA was established in 1981 and has been providing customer service professionals with superb education and training programs since.
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Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela 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.
