Serve as the primary resource for existing client base, providing ongoing support and assistance with their general inquiries. Foster and maintain strong client relationships by delivering close, personalized service. Manage all client interactions via various platforms, including social media, email, phone and in-person.Charged with managing customer escalations, conducting root cause analysis to determine key issues; develop action plans for ensuring optimal resolution.Leverage advanced account management strengths to achieve operational goals; utilize problem solving and troubleshooting skills to meet client expectations.

Retained post-merger to manage the end-to-end onboarding of new clients to support their integration. Coordinated and delivered virtual and onsite system training for new clients to educate them on system features and usage. Held full accountability for client management, as well as responding to and resolving all client and system issues.Partnered with cross-functional teams to facilitate the onboarding of clients, working with them throughout the entire process to ensure seamless integration.Established implementation plans based on client needs and system integration requirements.Planned and developed training programs for clients and established training materials to educate them on how to properly utilize all system features.Served as an ongoing resource for clients throughout the duration of the relationship.

Partnered with fellow Palmer’s Plumbing team member to develop a new call center concept. Established program in conjunction with First Call Response to provide call center support for up to 170+ companies. Key driver for the start-up, handling all related tasks, including establishing processes and procedures, onboarding systems and developing staff. Provided strategic leadership of all daily operations, including customer service and quality control.Spearheaded the introduction of quality control program to monitor performance of customer service representatives; facilitated 100+ quality assessments each week to identify issues, implementing corrective action as required, including additional training and coaching.Oversaw the onboarding of new companies, including providing on-site and remote training. Coordinated and managed the end-to-end onboarding process, handling all tasks, including requirements analysis, plan development, client communications and system rollout.Facilitated the rapid growth of the call center division from 10 companies to 190+ by serving as the face of the company and providing optimal client relations and support.Led the planning and management of vendor booths at conventions for new and existing customers.Introduced, monitored and maintained key performance indicators (KPIs), tracking results to ensure optimal performance and customer satisfaction.Directed the management and resolution of a high-volume of customer escalations.

Managed daily operations within a call center environment, including customer service, administrative functions and team coaching and training. Built, developed and managed a staff of 8 customer service representatives, providing ongoing mentoring and support to ensure optimal performance.Developed and delivered training for new team members on all call center operations, company policies, systems and protocol.Prepared customer invoices and collected payments, monitoring accounts to eliminate delinquency.Established a culture focused on providing optimal client service and experiences.