Served as primary point of contact and relationship owner for a select group of strategic clients. Addressed and resolved client issues using research, problem solving and follow through skills.Ensured client goals were met by partnering with internal contacts across all functional groups to resolve critical service issues in a timely and seamless manner. Identified potential business opportunities and partnered with sales team to execute appropriate business solutions.Produced a 90 day prospective business report to update management on client opportunities.Maintained comprehensive records on service and sales activities to monitor firm satisfaction and reference generation.Held high levels of client satisfaction and retention.Effectively communicated and presented information to senior leadership.Received an E-Recognition award from management for a job well done in supporting company initiatives.Utilized Salesforce.com to obtain client information for relationship management purposes.

Managed special projects for the Client Service department. Served as point of contact for escalated calls to ensure client satisfaction. Managed a team of 11 Client Service Representatives. Worked closely with sales teams to build a strong relationship between sales and service. Identified and evaluated current policies and procedures to support all work groups to ultimately exceed the expectations of the client. Held informal "morning huddle" team meetings to review daily goals and action items. Conducted annual performance reviews for staff. Provided booster training for Client Service Representatives to help enhance skill levels. Hired team members and provided orientation to help them acclimate to the organization. Improved public speaking skills by completing several Dale Carnegie courses.

Managed and mentored a team of associates. Worked in a call center environment, using schedules to ensure timely and accurate Customer resolution. Participated in the process of hiring new team Customer. • Interviewed prospective applicants to determine the best candidate is selected for the position.• Received Buckets of Associate Recognition awards over a 3-year consecutive period for being an outstanding team player and resource to the department.•Provided additional support to the Customer Services group during busy periods and to cover during staffing shortages. Oversaw a work group and worked with associates and managers to make the transition into year-end go smoothly.•Streamlined and managed a service alert process to better support the sales force by establishing a toll free number and creating an email distribution list

Communicated with corporate office concerning statistical and programming changes. Supported the client service team and other departments on technical questions/concerns.Provided assistance to sales team, answering general questions and resolving issues.Monitored and mentored new hires during their first 30 days.Met with managers on a bi-weekly basis to provide performance updates on newly hired Client Services Representatives.

Held accountable for servicing a client base of 250 client controls. Provided instructions and direction to clients on a variety of issues.

Serviced a client base of 250 client controls. Provided instructions and direction to clients on a variety of issues.