Manager Of Client Services
CurrentOversee all functional responsibilities of the service delivered by the Client Service Representative Team• Department supervision including hiring new staff members, mentoring and coaching, training and development, performance appraisals, discipline and problem resolution; associate appreciation/recognition programs, recommend personnel actions and maintain related records • Identified training needs of Client team, responsible for creating training plans for associates; coordinated training and product knowledge testing for client service representatives• Control work flow which includes call coverage assignments, payroll entry and special assignments, delegation and resolution of escalated client issues• Successfully implement projects and initiatives to the satisfaction of senior management in a deadline driven environment• Provide technical support to staff, clients and the sales organization • Establish and organize work schedules including vacation and holiday considerations to ensure proper coverage• Manage daily activities of client service team; achieve efficient and effective delivery of service to client base.• Establish and organize work schedules to ensure adequate coverage of call center• Account Management of Top 50 high profile accounts, meeting with client for training, demonstrations and relationship and rapport building • Work closely with and offering support to all internal teams including implementation, tax and sales• Organize /facilitate/ plan curriculum for our CPP study group with Weekly meetings to encourage and support others in obtaining FPC or CPP certificate
