Client Service Delivery Resume Sample
Claire D'Amore
579 Weber River,
Boston,
MA
+1 (555) 493 6125
Work Experience
Client Service Delivery Manager
02/2016
-
PRESENT
Phoenix, AZ
- Under general supervision, assists in the design of solutions for clients, ensuring that SLA’s and KPI’s are met
- High proficiency in English Communication
- Delivering on SLA through cross functional teams
- Plans and facilitates client meetings and
- This is a direct client facing position responsible for client retention, client satisfaction and client PL and serves as the first line of communication with clients for issues, escalations, global inquiries, trend analysis, ad-hoc reporting, special projects, and change requests
- Communicate with clients and business partners to exchange information and process transaction requests
- Make independent decisions regarding customer requests weighing impact based on risk and drawing on overall banking knowledge and experience
- Proactively reach out to partners via phone and site visits to develop working relationships and solicit feedback for service improvements and employee recognition
Client Service Delivery Analyst
02/2009
-
08/2015
Los Angeles, CA
- Partner with business units to implement key initiatives
- Respond to escalated customer service issues, inquiries, and complaints and resolve complex issues
- Maintain a high level of expertise in all products, services, and channels clients use in order to provide excellent customer service
- Consistently search for new customer service strategies and ways to enhance the customer experience through analysis, personal interaction, feedback, and satisfaction surveys
- Implement strategies to improve client satisfaction scores
- Relevant working experience within the Financial Services industry generally or, preferably, in Financial/Capital Markets specifically
- Educational Background in Finance, Economics, or other technical trade
- Proven ability to participate in change activities on an operational, commercial, and IT level
Client Service Delivery
11/2004
-
01/2009
San Francisco, CA
- Proven affinity towards client services and support
- Client management: staffing, client management, client satisfaction, client profitability; expansion of existing outsourcing relationships by solving our client’s problems and meeting their administration needs
- Provides day to day leadership with overall responsibility for complex delivery. Work closely with the matrix managed functions customer Client Partners and Client Delivery Directors to drive initiatives and successfully achieve contract objectives improving overall profitability
- Ensure projects tasks are completed on time
- Track capital and vendor spend to ensure project stayed within budget
- Procurement of hardware
- Liaise with cabling vendor
- Manage capital budget for infrastructure and cabling
- Be the subject matter expert (SME) in client’s current and past licensing rules
Education
Ave Maria University
1998 - 2003
Bachelor's Degree in Finance
Professional Skills
- Experience Required: At least 2 years of applicable experience with excellent communication skills and ability to work in a global team
- Excellent negotiation skills and a proven track record of managing in the C&MS service line
- Strong, professional written and verbal communication skills with previous experience of presenting to clients and stakeholders
- Proven strong leadership and interaction skills at a senior leadership level
- Exceptional time management skills including the ability to handle multiple ongoing tasks with changing priorities
- Strong communications skills including the ability to communicate technical information in using non-technical language
- Strong operational experience essential and experience of managing custodian relationships and agent banks
How to write Client Service Delivery Resume
Client Service Delivery role is responsible for software, research, training, negotiation, analytical, communications, procurement, retail, finance, integration.
To write great resume for client service delivery job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Client Service Delivery Resume
The section contact information is important in your client service delivery resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Client Service Delivery Resume
The section work experience is an essential part of your client service delivery resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous client service delivery responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular client service delivery position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Client Service Delivery resume experience can include:
- Strong account management, negotiation and influencing skills,
- Strong interpersonal skills and ability for active listening
- Excellent written and oral communication skills in English. Another language like French or Nordic would be considered as a merit
- Excellent written and oral communication skills in English and Finnish
- Excellent teamwork skills with positive attitude and performance driven personality
- Good communication skills at different levels of the organization
Education on a Client Service Delivery Resume
Make sure to make education a priority on your client service delivery resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your client service delivery experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Client Service Delivery Resume
When listing skills on your client service delivery resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical client service delivery skills:
- Excellent presentation & training skills
- Proven experience of working with External Audit, Internal Audit, Risk, Compliance and Regulatory bodies
- Superior client engagement and interpersonal skills, including the ability to manage client relationships and build internal rapport
- Communicates effectively (written & verbal) with all levels of Senior Management, including C-Suite executives internally & externally
- Experienced of operations experience within the Financial services industry
- Good understanding of Network infrastructure including LAN, WAN, routing, switching, load-balancing, monitoring
List of Typical Experience For a Client Service Delivery Resume
1
Experience For Client Service Delivery Manager Resume
- Relevant communication / language skills
- Exceptional communication skills,
- Knowledge and experience operating converged (voice/video/data) networks, including knowledge of: CoS, QoS, WRED and related quality of service parameters
- Extensive experience in client servicing across asset / financial servicing industries
- Several years experience in a similar role within the financial services industry
- Effective management and leadership of the virtual client team – daily and month end
- Experienced of progressively mid / senior level management
- Strong process & continuous improvement orientation
- Shows good leadership attitude and is able to manage a local team (up to 10 persons)
2
Experience For Client Service Delivery Analyst Resume
- Uses and shares experience to improve results of himself, his team and others
- A proven ability to articulate and deliver innovative and complex solutions who is a creative thinker, pragmatic and a practical problem solver
- Monitoring performance against Service Level Agreements (SLAs)
- Learns about the organization’s resources and processes for identifying and selecting talent
- Maintains a positive attitude about change, continuously seeking information to increase personal and others’ understanding about the change
- Be the subject matter expert (SME) in the clients current and past operational processes, including systems/tools that are currently/previously in use
- Be the subject matter expert (SME) providing detail to the client on the global license compliance industry trends
- Responsible for ensuring quality of overall service delivery for one or more allocated clients
- Assist with designing solutions for clients
3
Experience For Client Service Delivery Specialist Resume
- Self-sufficiency and independence in task handling
- Work closely with Sales/Account Managers in devising strategies to retain revenue, highlight at-risk situations, and identify additional revenue opportunities
- Ensures all regulatory compliance requirements are met in conducting operational activities
- Blend of business & technical acumen & passionate about driving process improvement through technology
- Significant influence in a leading role (System Architect / Solution Architect) for one or more projects
- Assign team resources to work on communicating allocated budget, schedule, macro approach and deliverables
- Track and create provide team status using standard templates and actively participate in appropriate internal and external status meetings
- Develop, manage and grow trust-based relationships for an application outsourcing contract
- Manage service quality, cost and leadership of the people delivering services both locally and in offshore locations
4
Experience For Client Service Delivery Lead Resume
- Cultivate innovation to improve existing services and/or create additional value with new services
- Supports Relationship Manager with keeping
- Conduct strategic and tactical planning based on business needs
- Computer Science, Administration, Engineering
- Knowledge of trust or asset management and accounting required to manage client relationships
- Participate in orals, solutioning and sales opportunities
- Drive coordination with client and various internal/ external teams for all type of issue resolution within strict SLA providing 24x7 on-call support
- Accountable for all critical service support, handling outage communications and restoration of services etc
5
Experience For Client Service Delivery Operations Manager Resume
- Be the subject matter expert (SME) in the client’s Microsoft CRM Dynamics application and design/deploy performance enhancements as required
- Identify operational/legal differences between client business operations in the European and the North/South American markets, and drive optimal alignment
- Co-ordinates resources to ensure timely service delivery to clients
- Maintains regular client contact, both in regular service review calls/meetings, and on ad-hoc, day-to-day basis
- Protects the interests and reputation of NT with a keen appreciation of potential risks for the company
- Works closely with partners from the various operational and support teams to ensure service delivery is in line with client expectations
- Plans and facilitates client meetings/calls, including scheduling client service review meetings/calls and visits; preparation of client meetings and subsequent follow-up; responsible for the creation of and subsequent monitoring of performance against Service Level Agreements; and due diligence visits/calls/questionnaires
- Ensures follow-up of day-to-day client queries and issue resolution
6
Experience For Client Service Delivery Account Manager Resume
- Collaborates closely with Relationship Managers and ensures issues are communicated and escalated in a timely manner, both internally and directly with the clients
- Works closely with Project Managers in respect of fund/sub-fund launches, mergers, liquidations etc
- Manages client service reviews and has a good understanding of the roles played by each of the key product areas: Fund Accounting, Transfer Agency, Custody, Risk & Compliance and Corporate Secretariat
- Ensures timely completion and publication of monthly reporting, including calculating Key Performance Indicator levels (review and approval of monthly reporting) and review of monthly reporting packs to client
- Prepares for, attends and presents to Board Meetings and is responsible for final review of the board packs and following up action items raised during the meetings
- Plans and facilitates client meetings as appropriate. Ensure due follow up to client meetings including posting of meeting notes to eRM where necessary
- Client service reviews and due diligence visits within each of the key product areas (Custody, Fund Accounting or Middle Office Outsourcing)
- Champions complex initiatives involving multiple disciplines and/or ambiguous issues across NT service centres
7
Experience For Head, Local Client Service Delivery Resume
- Plan and manage budgetary requirements associated with managing multinational teams
- ISO 20k framework knowledge
- Facilitates and leads efforts of the service team and other internal stakeholders, coordinating resources to ensure timely delivery and issue resolution, and effectively communicating client concerns and needs to partners
- Overseeing projects and change for clients, inclusive of ensuring all relevant internal and external parties are aware of ongoing projects and are held responsible for meeting their respective deliverables
- Responsibility for Middle East client service across one or more of C&IS business lines
- Monitors service performance against Key Performance Indicators/Service Level agreements/descriptions and general feedback from the client
- Ensures effective follow up of client queries and issue resolution with due involvement of the Relationship manager, client service teams and business as necessary
- Responsible for project oversight and escalation where appropriate
8
Experience For Client Service Delivery Acct Associate Manager Resume
- Manage and mitigate risk to Northern Trust as required, using the A approach but being empowered to challenge where the risk is not commensurate with the service model
- Oversees timely completion and publication of monthly reporting packs including Key Performance Indicator
- A High Performing Operating Environment
- Develop multi-level network of contacts for key clients, as required for driving decision making and favourable business outcomes,
- Fully understand the CCS service offering including future solutions/products to best meet the needs of clients and to ensure innovative partnership,
- Develop and maintain positive customer relationships by consistently delivering value and anticipating needs
- Expert problem solving and management support
- Undertake joint business planning activities with clients,
- Provide user training and respond to queries in a timely manner
9
Experience For Client Service Delivery Director, San Diego Resume
- Understand, translate and communicate clients’ strategic and tactical requirements to both meet and exceed expectations
- Partners with Relationship Manager to monitor overall profitability
- Responsible for overall client service and delivery across all applicable disciplines (Custody, Fund Accounting, Transfer Agency or Middle Office Outsourcing) for one or multiple clients
- Facilitates efforts of the service team and other internal stakeholders, coordinating resources to ensure timely delivery and issue-resolution, and effectively communicating client concerns/needs to partners
- Acts as the senior client contact representing all applicable product disciplines, and provides for escalation on client queries and issue resolution. Responsible for identifying and addressing service issues as and when they arise
- Responsible for managing client service reviews and due diligence visits within each of the key product areas (Custody, Fund Accounting, Transfer Agency or Middle Office Outsourcing). Monitor performance against SLAs and KPIs
- Partners with Relationship Manager/s and ensures issues are communicated and escalated in a timely manner both internally and directly with the client(s)
10
Experience For Operations Specialist Client Service Delivery Center of Excellence Trade Processing Team Resume
- Review, approve and ensure timely publication of monthly reporting to consultants/clients including calculating KPI levels 6. Provide support for Relationship Manager tasks such as call reporting, KYC requirements, at risk reporting, issues reporting, relationship plans, client survey administration and oversight, etc
- Innovation within the account, maximizing growth opportunities
- Customer Value add demonstration (MI reporting and QBR)
- Business Case Financial Performance
- Compliance to Xerox and customer governance standards
- Expert problem management support
List of Typical Skills For a Client Service Delivery Resume
1
Skills For Client Service Delivery Manager Resume
- Learning and Development including plans for: Induction, induction validation and testing, annual development, and ongoing team validation
- Enjoying highly developed communication and analytical skills
- Previous experience in a client-facing position as well as experience in supporting complex products
- Skills in senior engagement, negotiation, delegating, leadership, and service are necessary to service the client relationship
- Skills in negotiation, delegating and leadership are necessary to service the client relationship
2
Skills For Client Service Delivery Analyst Resume
- A good sense of organisation and prioritisation
- Effectively communicates client concerns/needs to partners internally and drives to resolution
- Proven operational team management experience in an ISP/Carrier provider environment
- Delegate and manage work effort of others effectively
- Interact effectively at a leadership level
- Experienced in taking responsibility for managing client service plans, KPI’s, budgeting, forecasting and leadership
- Supervise a team of program managers, including setting priorities, managing performance and recruitment
- Proven track record in building & leading successful Client Service teams preferably within Financial Services
- Experience working in technology licensing/compliance environment
3
Skills For Client Service Delivery Specialist Resume
- Experience in business management , with exposure to financial forecasting, invoicing and accrual processes
- A proven track record in managing and delivering multi-channel campaigns who is able to articulate and deliver innovative and complex solutions
- Experience in working with external suppliers/ agencies in ensuring clients expectations are met and campaigns delivered on time and budget
- Significant experience in developing and maintaining client relationships
- Actively owning and managing the client relationship for each assigned client through strategic and effective account management, client service and outreach
- Demonstrates understanding of the business unit/function’s strategic vision and how individual teams work to achieve that vision
- Proven understanding of operational risk and control processes’ identification and escalation
- Experience with overseeing Service Desk Level 1 and Level 2 3 support
4
Skills For Client Service Delivery Lead Resume
- Provides day to day client advice through group phone, chat and email queues, working to maintain strong client relationships
- Day to day management of a team of managers and technical resources, including work allocation and prioritization
- Knowledge and experience operating voice/video/multicast services across MPLS backbones
- Experience in working with Client teams and resources from different geographies
- Extensive client service management experience, ideally with time spent working on clients sites
5
Skills For Client Service Delivery Operations Manager Resume
- Experience of collaborative workflow software and MI reporting
- Own the direct client relationship and maintain a strong working relationship to drive future business growth
- Experience managing Contact Center Operations and Operations Metrics
- Strong knowledge of Infrastructure technologies - Datacenter, Network, ITIL, Infrastructure Services, Monitoring, Cloud, Analytics, AIOps
- Experience of managing large P L for business independently
- Experience of Process Improvement, Six Sigma Methodology to problem solving
- Experience in managing large multinational teams
6
Skills For Client Service Delivery Account Manager Resume
- Strong affinity towards working with software applications
- Experience in Engagement Management Delivery Leadership
- Experience with Data Center Services
- Experience with Infrastructure Service management
- Strong commercial / financial acumen
7
Skills For Head, Local Client Service Delivery Resume
- Proven ability to plan, organize and manage complex work effort
- Excellent in Customer Interaction
- Skillful in people management
- Experience in contract management and infrastructure operations
- Experience in financial management of IT contracts
- Experience of E2E BPO operations and Industry practices
- Leverage experience and SME to support business opportunities as appropriate
- Excellent written and spoken English as well as Swedish
8
Skills For Client Service Delivery Acct Associate Manager Resume
- Good communication around issues and opportunities
- Being the client contact representing all applicable product disciplines, providing escalation on client queries and issue resolution
- Monitoring and measuring client and product performance, including but not limited to SLA's, issue logs, internal and external client service reviews
- Managing day to day client requests, ensuring that questions/concerns are addressed in a timely and accurate manner
- Partnering with Shared Service teams to continuously optimise operational processes and support structure for client servicing
- Understanding of Tax Transparent Fund (TTF) product
- Overseeing strategic Initiatives
- Outstanding in Program and Project management
9
Skills For Client Service Delivery Director, San Diego Resume
- Monitoring performance against Service Level Agreements/Descriptions (SLA/Ds)
- Working with Head of Client Services to develop Middle East process, procedures and guidance notes for the client services
- Enhancing client services governance and controls for the Middle East
- Building a personal relationship with key client staff
- Looking out for client’s long-term interests
- Understanding of Northern Trusts Tax Transparent Fund (TTF) product
10
Skills For Operations Specialist Client Service Delivery Center of Excellence Trade Processing Team Resume
- Developing the Middle East client servicing team by providing education / training on the above points
- Deep understanding and tracking of metrics Utilization, Capacity Planning, Forecasting, Productivity
- Manage relevant product migrations, including training on new product / workflows / enhancements and support during the migration process
- Provide technical licensing, operational process, financial modelling and negotiation training to new team members
- Produce executive level management reporting to include operational excellence, financial forecasting and resourcing/capacity requirements
List of Typical Responsibilities For a Client Service Delivery Resume
1
Responsibilities For Client Service Delivery Manager Resume
- Proven experience as a people leader,
- Be flexible and work effectively both independently and within a team structure
- Experience in managing international negotiations
- Work closely with counterparts from the relevant TTF operational teams to ensure smooth service delivery of key priority projects
- Work closely with counterparts from the operational teams to ensure smooth service delivery of key priority projects
- Experience of fund administration, some of which at least is spent in a client service role
- Ensures completion of other ad hoc planning and tasks such as call reporting, issues reporting, relationship plans etc
- Responsible for overall project planning for the clients including new funds, mergers, liquidations etc. in conjunction with New Business Teams and Operations
2
Responsibilities For Client Service Delivery Analyst Resume
- Responsible for running client service reviews operational areas Fund Accounting, Transfer Agency, Custody, Risk & Compliance, Corporate Secretariat
- Process loans borrowing, rollover, principal repayment, Bankers Acceptance
- Partners with Relationship Manager as required, ensuring issues are communicated and escalated in a timely manner both internally and directly with the client
- Passion for innovation, entrepreneurial mindset and excitement to work in a fast-changing startup environment with a passionate team of colleagues
- Responsible for the creation of and subsequent monitoring of performance against Service Level descriptions
- Ensures follow up to day-to-day client queries and issue resolution in conjunction with Fund Accounting / Transfer Agency etc
- Responsible for service within Northern Trust for key franchise client(s) ensuring connectivity across operational teams within both organisations
- Oversight of all fee billing to ensure it is issued in a timely manner in line with the Service Level Agreement (SLA)
- Directly own and manage a portfolio of key clients and ensure they receive exceptional service from the teams,
3
Responsibilities For Client Service Delivery Specialist Resume
- Develop account plans for portfolio of clients, and
- Identify and pursue growth opportunities within key accounts and the broader team portfolio via direct reports. Manage and respond to RFPs and manage tender/re-tender processes, including commercial and legal components of contractual negotiations. Provide strategic account management advice and pricing strategy assistance to team as required,
- Financial and commercial acumen and
- Cultivate innovation
- Provide support for different platforms and products via e-mail and telephone
- Assist with identification of business - and system requirements
4
Responsibilities For Client Service Delivery Lead Resume
- Assist with the production of operational and user documentation
- Communicate client requirements to the business
- Promote company’s capabilities to clients
- Positive and performance-driven attitude
- Work flexible hours and in shifts
- Maintaining high levels of satisfaction in a challenging client environment with requirements for very high levels of SLA compliance and governance in all Xerox deliverables
5
Responsibilities For Client Service Delivery Operations Manager Resume
- Management of dedicated delivery teams and working with internal / shared resources and external suppliers and agencies to deliver BAU and highly bespoke printed materials as well as a near site print and mail service
- Shows good leadership attitude and can manage a local team (up to 10 persons)
- Accountable at the Account Level – Managing internal/external delivery expectations of multiple small to medium size accounts
- Client Service Team/Service Delivery Team Project/Support Team Management and Work Management
- Approve team members time sheets, identify source of any variances and drive plans to correct the same
- Work with other delivery managers and project managers in the center to ensure Client Service Team/Service Delivery Team understands their accountabilities towards delivery and to work across the teams as needed
6
Responsibilities For Client Service Delivery Account Manager Resume
- For Operations, facilitate effective Management Operating System, ensuring timely reviews of process outcomes [(3X3) metrics ,Key Performance Indicators(KPIs),Service Level Agreements(SLA)] and improvement/change initiatives
- Publish press releases and financial reports on behalf of clients when needed
- Be part of our 24/7/365 support model, participate in shift rotation and on call coverage on weekends and holidays
- Monitor press release distribution in real time, troubleshoot and escalate as required
- Reconcile any discrepancies in interest and fees
- Monitor press release distribution in real time. Troubleshoot, escalate or resend in case announcements fail to hit media outlets
7
Responsibilities For Head, Local Client Service Delivery Resume
- Be a part of our 24/7/365 support model, participate in shift rotation and on-call coverage on weekends and holidays
- Ready to work flexible hours and in shifts as the team provides 24/7 support
- Responsible for coordinating overall client service delivery across all applicable disciplines e.g. Custody, Valuation Reporting, Risk and Performance, Derivatives, Collateral Management, Foreign Exchange, Fund Accounting, Transfer Agency, Middle Office
- Across Shared Service teams and internal stakeholders, coordinate resources to ensure timely delivery and issue resolution, and effectively communicating client concerns and needs to partners
- Includes daily operational/Client Services responsibilities to ensure SLA and KPIs targets are met
- NCT01 – ARRO process
- CRF completion (KYC system)
- Minutes from monthly and quarterly management meetings
8
Responsibilities For Client Service Delivery Acct Associate Manager Resume
- Assist in resolution of custody or FX issues
- Action Plan and Issues Log
- Fund launch activities; coordinate bank account openings
- Fund Close activities and coordination
- Empower to make decisions for their team and ultimately is accountable to ensure their team creates their deliverables on budget, on schedule, and with appropriate quality
- Maintain team’s work plan and or annual plan e.g. resource assignment changes, schedule changes, completion status etc
- Work with other delivery managers and project managers to ensure Client Service Team Service Delivery Team understands their accountabilities towards delivery and to work across the teams as needed
- For BPO, facilitate effective Management Operating System, ensuring timely reviews of process outcomes 3X3 metrics, Key Performance Indicators KPIs, Service Level Agreements SLA and improvement change initiatives
9
Responsibilities For Client Service Delivery Director, San Diego Resume
- Management of financial, contractual, and operational commitments to Accenture and our clients
- Sit at the intersection of the client and the account team to manage the client relationship and own any escalations
- Drive incremental revenue growth through expansion, extension or renewals
- Drive service excellence across managed service delivery and projects
- Drive innovation and continuous improvement
- Ensure service levels agreements are achieved
- Provides support for other ad hoc tasks
10
Responsibilities For Operations Specialist Client Service Delivery Center of Excellence Trade Processing Team Resume
- Highly organised and ability to delegate
- Network and multi-task
- Acts to achieve business objectives (costs, revenue, CCI, …)
- Manage team mix to the standard pyramid for type of Client Service Team/Service Delivery Team, headcount, macro resource load balance (rolling 3 months), utilization, overtime etc. and escalate issues when required according to established practices
- Knowledge/experience with Cisco Voice over IP systems and components including gateways, gatekeepers, Unity voice mail, routers, switches, Cisco’s Unified Border Element (CUBE) and session border controllers
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