Client Service Manager Resume Sample
Libbie Schamberger
136 Yost Hills,
New York,
NY
+1 (555) 337 3275
Work Experience
Client Service Manager
12/2015
-
PRESENT
Phoenix, AZ
- Direct, lead and manage a team of Client Service Managers in implementing the client service proposition
- Further the Client end-to-end fulfillment model with internal initiatives and client feedback
- Client Service talent retention and management
- Conduct client appointment reminder calls and check-in call on follow up items
- The ability to rapidly establish command of the customer’s technical environment and identify key decisions required for project success
- Cross selling PCM products appropriate to customer needs and providing superior service support for all PCM solutions
- By analysing clients activities and providing advice and suggestions to clients to improve
- Generate referrals for other Global Businesses, e.g. Private Banking (PB), Global Banking and Markets (GBM), Retail Banking and Wealth Management (RBWM), as appropriate
- Maintain an in-depth knowledge of assigned client’s products and services, as well as policies and procedures regarding customer calls
Senior Client Service Manager
05/2012
-
07/2015
Detroit, MI
- Participate in client meetings and conference calls in order to identify issues and make recommendations on how to eliminate future occurrences
- Serve as a client advocate ensuring quality and delivery of service ensuring all client or internal issues are followed through to resolution in a timely manner
- Maintain current and up-to-date knowledge of clients
- Escalate to management any situation outside the employee’s control that could adversely impact the service provided to the client
- Provide feedback to management when client expectations appear to be unreasonable or unrealistic and recommend feasible solutions
- Identify any obstacles to providing the highest quality customer service and communicate constructive feedback to management
- Tracks metrics and KPI’s for client satisfaction and NPS scores (R&A )
- The CSM helps EFX meet or exceed contracted service levels and quality standards for optimal client satisfaction
Transportation Client Service Manager
04/2009
-
04/2012
Phoenix, AZ
- Accountable for directing and coordinating resources to deliver a high quality service and to meet or exceed client expectations at all times
- Responsible for ensuring all operational teams, including Operations, IT , Analytics, Onboarding, Billing, Account Services, Customer Service Teams are fully engaged in support to the client
- Citi's Institutional Clients Group provides a full suite of strategic advisory and financing products to multinational and local corporations, financial and public sector institutions, governments, privately held businesses, and many of the world's most successful and influential individuals and families in more than 160 countries and jurisdictions
- Citi's Derivatives Clearing business consolidates Futures, OTC Derivatives and Open Collateral activity in order to provide clients with a comprehensive and consistent service experience; Peer teams include Prime Finance Operations and Custody Operations
- Citi Futures is one of the world's largest participants in exchange-traded derivative markets and has also established itself as a market leader in the evolving OTC Clearing world
- Manage a CSI Process with the objective of continually and proactively seeking ways to improveService, Processes and Cost effectiveness across the Service Lifecycle with a particular focus on Cisco UCCE and UCaaS telephony environments
- Review Management Information and trends to ensure that services are achieving the required and contractually agreed Service Levels
- Conduct regular Service and Process Reviews to identify potential areas for improvement
- Analyse the results of Customer Satisfaction Surveys to identify potential areas for improvement
Education
University of Phoenix - Franklin Learning Center
2003 - 2008
Bachelor's Degree in Business
Professional Skills
- Strong project management skills, influencing/consensus building skills, and written and verbal communication skills
- Strong project management, influencing and consensus building skills, coupled with strong quantitative, written and verbal communication skills
- Strong client focus with excellent communication skills, empathy and influencing skills, with the ability to display understanding of the customer journey
- Strong relationship building skills included; written and verbal, interpretation, negotiation and problem-solving skills
- Prepare Strategic Business Planning and strong negotiation skills, presentation skills
- Strong technical and analytical skills required (Proficient PC skills including Word and Excel, with the ability to navigate multiple applications)
- Able to demonstrate strong prioritization and time management skills
How to write Client Service Manager Resume
Client Service Manager role is responsible for business, organizational, customer, presentation, analytical, interpersonal, clients, technical, research, training.
To write great resume for client service manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Client Service Manager Resume
The section contact information is important in your client service manager 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 Manager Resume
The section work experience is an essential part of your client service manager 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 manager 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 manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Client Service Manager resume experience can include:
- Team player with an ability to communicate effectively at all levels, with good rapport building skills
- Possess excellent verbal and written communication skills and the ability to communicate confidently and effectively with colleagues and clients
- Strong written and verbal communications skills with demonstrated ability to conduct effective presentations and written report preparation
- Strong communication skills with the ability to negotiate and influence effectively at across all levels
- Self-motivated and possess strong analytical, critical thinking and problem-solving skills
- Solid computer application skills (web browser, email client, word processing, text editing and
Education on a Client Service Manager Resume
Make sure to make education a priority on your client service manager 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 manager 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 Manager Resume
When listing skills on your client service manager 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 manager skills:
- Project Management skills, Quality Management experience, strong presentation skills
- Excellent verbal and written communication skills,as well as interpersonal/listening skills are required
- Strong influencing skills and a demonstrated ability to manage complex issue resolution
- Proven excellent customer service and progressive probing skills
- Excellent communication, organization, prioritization, and problem – solving skills
- Strong written and verbal communication in addition to strong interpersonal skills
List of Typical Experience For a Client Service Manager Resume
1
Experience For Senior Client Service Manager Resume
- Service delivery management skills and experience with proven successful track record
- Strong organizational skills and the ability to multi-task with competing deadlines
- Effective mentoring and performance management skills
- Excellent organization skills with structured delivery and attention to detail
- Excellent interpersonal and written / oral communication skills
2
Experience For Cib-client Service Manager Resume
- Demonstrated ability to communicate effectively, interact with a diverse range of personalities and roles both internally and externally
- Good analytical skills, due diligent and attention to detail
- Effectively prioritizes and organizes workload to meet competing internal and external demands/deadlines
- Result driven with good direct and indirect influential skills
- Strong computer (email) , business system application navigation, and phone skills
- Client focused and responsible for communicating effectively with clients
- Good understanding of and experience within the California and Arizona Water Market, specifically related to large water conveyance projects
- Effectively promotes an understanding of each other’s business practices and common techniques in order to manage expectations for RIAs
3
Experience For Transportation Client Service Manager Resume
- Effectively promotes an understanding of each other’s business practices and common techniques in order to manage expectations for correspondents
- Effectively and efficiently meet customer needs and build lasting customer
- Define the client’s scope and effectively manage change and risks throughout the ongoing activities
- Demonstrable relationship building and collaboration skills
- Creative problem solving skills; able to craft tailored, innovative solutions that truly work for the client and the firm
- Strong technical experience with conferencing/telephony hardware and data communication networks
- Related experience including Defined Contribution experience
- Sound business judgement, and the ability to synthesize complex issues and effectively balance competing objectives and risks
- Superior verbal and written communication skills. Adept in presenting to all organizational levels
4
Experience For Global Custody / Cash Client Service Manager Resume
- Able to effectively solve problems independently and creatively (working outside the box)
- Related experience including Defined Contribution experience
- Articulate report and writing skills
- Specific Skills:Excel, Power Point, working knowledge of Nielsen and syndicated data sources
- Deliver an excellent customer experience to our advertiser and agency partners, with a focus on driving account retention
- Prior experience with presenting in front of an audience
- Understand and respond effectively to client needs
- Proven experience in a service delivery / operational environment
5
Experience For Associate Client Service Manager Resume
- Participates in product and skills training programs as necessary
- Openness and aptitude for learning new skills and tools
- Strong communicator, with experience working with CISOs or other IT executives
- Prior experience in managing projects across multiple teams
- Work closely with PB BMS team and WMO to ensure customer’s request is being processed efficiently and effectively
- Work effectively with teams as well as independently, with minimal supervision
- Effectively update routine task (comments, product brochures, seminar deck) with Dalian team
6
Experience For Technical Client Service Manager Resume
- Demonstrated experience in continuous improvement
- Two or more years of related work experience in financial services and high net worth client service or equivalent experience
- Experience with and/or prior collaboration with Middle Office, Finance or Project Management
- Effective use of account team resources – that they are recruited and skilled, trained and managed to deliver consistent high level of service over time
- Client knowledge, client focus, and stakeholder mapping skills
- Leverages systems, services and resources to execute work as effectively and efficiently as possible
- Learns new systems, processes and skills quickly
7
Experience For Client Service Manager, Building Automation Resume
- Works effectively as a team
- Communicate and work effectively with a broad and diverse group of individuals
- Proven track record of effective negotiation, with ability to build consensus and achieve compromise
- Extensive and proven experience in managing service related to institutional client’s needs
- Understanding of and demonstrated interest in global capital markets, investment styles, and instruments
- Developing and maintaining good contact networks with the bank's operational centres
8
Experience For FX Prime Brokerage Client Service Manager & Team Leader Resume
- Focusing on priorities in support of retaining customers and renewing contracts
- Strong understanding of Commercial Banking, including Treasury Products and Services
- Proven track record of owning and/ or leading client service activities either in a Client facing role
- Oversight for less experienced CSMs as well as responsible for running counts, pulling in suppressions, and outputting files on the List Direct system
- Provide training to clients to enhance the client experience and improve efficiencies in working with Schwab
- Look for continuous ways to improve the overall customer experience and operation by recommending and implementing process and tool improvements
- A background in managerial roles within a telephony or customer service background, with experience of leading a team and managing others
- Previous experience of creating or working towards Business Plans would be ideal
- Your proven ability to identify issues, determining and implementing the best solutions
9
Experience For Senior Commercial Lines Client Service Manager Resume
- Relevant processing experience for Asset Services within Investment Banking Operations
- Experience creating budgets and successfully maintaining project budgets
- Proven track record of working within a client servicing environment
- Proven success leading project teams and marketing new clients with verifiable client relationships in the Mid-Atlantic market
- Operates independently and is capable of servicing the largest accounts or dealing with the most complex problems
- Experience using Microsoft PC software including extensive use of Excel spreadsheets, Word, Access, and PowerPoint
- Experience of working independently in a customer-facing environment
10
Experience For Fund Accounting & Client Service Manager Resume
- Thorough understanding of market standard loan documentation and also strong understanding of operation risk
- Experience with presenting information and responding to questions from clients, management and technical associates
- Experience of developing and delivering recruitment strategies
- Experience in customer facing role/services Delivery
- Proven ability to establish and maintain productive working relationships with clients and key stakeholders at various levels
- Primary responsibility of ensuring the entire customer experience is as positive as possible
List of Typical Skills For a Client Service Manager Resume
1
Skills For Senior Client Service Manager Resume
- Excellent organisational and project management skills with the ability to manage and prioritise multiple tasks
- Excellent written and verbal communication skills, with a strong attention to detail
- Prior demonstrated experience selling, consulting or servicing with large accounting firms
- Develop and evaluate solutions while planning and prioritizing client activities to manage relationships effectively
- Strong inter personal and relationship management skills including the ability to build internal relationships toward managing client needs
- Strong inter personal and relationship management skills including the -ability to build internal relationships toward managing client needs
- Strong interpersonal and relationship management skills including the ability to build internal relationships toward managing client needs
- Strong organizational and computer skills including a sound understanding of Microsoft Office
2
Skills For Cib-client Service Manager Resume
- Good customer facing and inter-personal communication skills, with the ability to manage demanding requirements and timescales
- Strong interpersonal and relationship management skills including the ability to build internal relationship toward managing client needs
- Strong following up skills for tasks and assignments to ensure successful completion
- Strong practical problem solving skills with an ability to think strategically
- Problem solving skills with excellent follow through
3
Skills For Transportation Client Service Manager Resume
- Strong organizational skills, planning and time management
- Superior decision making skills and the ability to operate with a high level of autonomy, makes decisions with minimal oversight that impact donor and advisor
- Excellent problem solving skills to analyze options and arrive at the best solution
- Strong project management and client planning skills
- Excellent organizational and communication skills and the ability to work on own initiative consistently producing accurate and timely work
- Effective verbal reasoning and numeric skills required
- Highly articulate with excellent communication (written, verbal, listening) skills
4
Skills For Global Custody / Cash Client Service Manager Resume
- Strong computer skills, including MS Word, PowerPoint and Outlook
- Your strong time management, organizational and planning skills
- Excellent verbal and written communication and customer interfacing skills
- Excellent communication (oral/written) and listening skills
- Excellent analytical skills with problem solving abilities
- Team management and proven coaching skills
5
Skills For Associate Client Service Manager Resume
- Autonomy, ability to work with remote teams and excellent reporting skills
- Attention to detail and effective organizational skills to manage simultaneous activities
- Leverages resources, experience and skills of the firm to support client goals
- Proven technical skills with the ability to articulate ideas and concepts both visually and contextually are required
- Effective customer service skills
- Effective customer service skills
- Good keyboard skills and ability to learn systems used within the business required
6
Skills For Technical Client Service Manager Resume
- Proven stakeholder and client management skills
- Process / Project Management Skills with the ability to organize, manage, and control multiple projects concurrently and prioritize demands
- Strong supervisory, problem solving and decision making skills
- Demonstrated project management skills; with ability to develop and lead teams to deliver quality service on time and within budget
- Multi-task, prioritize, and problem solve effectively
- Excellent leadership qualities and skills
- A team player with strong internal and external networking skills with the willingness to and ability to establish new contacts and relationships
- Strong written and verbal interpersonal skills?
7
Skills For Client Service Manager, Building Automation Resume
- Excellent communication skills, particularly to be able to summarise complex technical arrangements for a non-technical audience
- Effectively and accurately assesses, clarifies and validates customer needs on an ongoing basis
- A self-starter with excellent verbal, written and presentation skills
- Coaching of staff on service development and skill training, through demonstrated referral and recognition of referral achievement
- Committing to your own in role development, by continuously developing your own knowledge, skills and competence
- Influencing skills: able to influence peer, subordinate, executive, and client perspectives, views and decision making
- Working effectively with the customer and internal delivery teams to resolve operational issues
8
Skills For FX Prime Brokerage Client Service Manager & Team Leader Resume
- Committing to their own in role development, by continuously developing his/her own knowledge, skills and competence
- Using colleague insights and data effectively to manage people processes e.g. absence management, attrition
- Consistently demonstrate a strong leadership presence by creating a positive work environment and engaging & empowering team members
- Proficient computer skills including Microsoft Office applications (including Word, Excel, Outlook, Access) and accessing the Internet for research
- Proven and extensive experience of leading a team (including leaders) within a customer facing role where customer service is paramount
- Coordinate multiply related initiatives effectively by leading and leveraging cross-functional team and resources
- Strong commercial loan servicing OR accounting experience
- Prior experience in negotiating and creating win- win solutions between involved parties
9
Skills For Senior Commercial Lines Client Service Manager Resume
- Responsibility for effectively line managing approximately 7-10 people, which includes getting involved in the recruitment of this team
- Basic math, organizational, reading comprehension, interpretation, negotiation, analytical, and problem solving skills
- Responsibility for effectively line managing approximately 12 people, which includes getting involved in the recruitment of this team
- Responsibility for effectively line managing approximately 6 people, which includes getting involved in the recruitment activities for your team in the future
- Utilize tools available to support performance monitoring and tracking to effectively manage the client relationship
10
Skills For Fund Accounting & Client Service Manager Resume
- Impressive range of communication skills, including written, verbal, and the ability to deliver compelling presentations
- Effectively manage to minimize risk and exposure to the branch thru ongoing staff training
- Exceptional self-starting skills, attention to detail, and ability to manage issues through to closure
- Analytical skills to develop or leverage reporting tools to measure performance of tools and user sentiments
- More than 8 years of IT Service Delivery experience with minimally 3 years of managerial experience in a customer facing environment
- Prior experience working at a PE Fund or PE Administrator
- Advanced business unit knowledge and technical skills, including knowledge of all products, regulations, and laws
- Advanced business unit knowledge and technical skills, including knowledge of Pension regulations and laws
- Organizational, analytical and reading comprehension skills required
List of Typical Responsibilities For a Client Service Manager Resume
1
Responsibilities For Senior Client Service Manager Resume
- Expeditiously fulfill the client’s request across a range of deliverables including portfolio analysis, compliance reporting and liquidity availability, manager data, counterparty reporting, audit information and valuation information
- Excellent communication skills. Ability to cultivate and maintain strong and pro-active working relationships with partners and clients of all levels
- Effective organizational and interpersonal skills needed to set priorities and manage time to maximize agent and customer interactions
- Excellent communication and listening skills
- General math and excel skills required. In-depth Experience with MS Office (Access, Excel, Outlook, Word, PowerPoint) and
- Strong account management and sales skills
- Your strong communication skills through a variety of media (phone, email, video conference etc)
- Strong relationship skills, communication aptitudes and client-driven
2
Responsibilities For Cib-client Service Manager Resume
- Excellent communication skills with the ability to liase with clients and internally across all levels of the organization and business units
- Skills/Job Knowledge/Work Experience
- Excellent people and computer skills
- Has strong interpersonal and influencing skills
- Displays strong research skills
- Very strong interpersonal and communication skills and the ability to relate in a highly professional
- Customer service competency, with strong written and verbal communication skills
3
Responsibilities For Transportation Client Service Manager Resume
- Strong client relationships skills to drive a first class client service focused model
- Effective relationship builder with skills to influence
- Executes standard methodologies and processes while using existing systems and shared services to work effectively
- Superior verbal and written communication skills. Adept at presenting to all organizational levels
- Executive Communications: executive acumen and communications; expert ability and proven experience simplifying complex concepts via PowerPoint presentations
- Experienced and proven success in managing complex, corporate/institutional relationships
- Proven experience in servicing clients in the asset management industry
- Able to demonstrate previous experience within wholesale distribution and or an understanding of institutional
- Leadership skills: Takes ownership, readily takes charge and makes decisions, able to motivate people toward a common goal, implement change and get results
4
Responsibilities For Global Custody / Cash Client Service Manager Resume
- Experience in Market Research, with proven value delivery to clients
- Communicate effectively with all levels of company positions
- Your exceptional follow through and relationship management skills
- Respond effectively to complex client questions with short notice
- Solid knowledge of health insurance business; experience with group installation, sales operations or account management
- Prior experience in a technical/IT environment
5
Responsibilities For Associate Client Service Manager Resume
- Strong organizational skill required
- Proven ability to build and execute strong internal and external relationships
- Proven experience as an Engagement Manager
- Excellent time management and organizational skill Ability to manage and work in a multi-task environment and meet assigned deadlines
- Building trust and fostering strong working relationships with key business partners
- Being proactive and responsive through daily prioritization, problem prevention, auditing data, assessing solutions for clients
- Ensuring a strong understanding of the client and their service requirements/ expectations throughout BPSS,
- Controlling of service accounting and corrective measures experience
6
Responsibilities For Technical Client Service Manager Resume
- Understanding of and practical experience of Collective Investment Scheme Administration and operational processing
- Optimizing the client experience at Fidelity and developing long term relationships and partnerships with clients
- Optimizing the client service experience
- Strong technical knowledge and understanding of trading, accounting and reporting systems
- Demonstrated ability to solve problems involving continuously changing situations, requiring constructive thinking and imaginative approaches
- Comprehensive knowledge of Ascensus record keeping system and retirement plans; or experience in recordkeeping systems at other recordkeeping providers
- Possess a strong understanding of accounting and record-keeping systems and PC applications
7
Responsibilities For Client Service Manager, Building Automation Resume
- Experience and deep understanding of selling maintenance services and consulting solutions to customers on each business level
- Experience in achieving a consistent level of client satisfaction whilst driving value add initiatives
- A background in managerial roles within a telephony or customer service background, with experience of leading teams including managers
- Extensive experience in being accountable for recruitment, succession and talent planning
- Establish effective working relationships with operational and technology partners to jointly identify and resolve on-going issues
- Excellent working knowledge in the Microsoft Office Suite, including Word, Excel, Access, Project, Outlook, and Publisher
- Experience establishing and maintaining relationships with key client operational decision makers
- Equivalent experience working in a fast-paced, continually changing environment
8
Responsibilities For FX Prime Brokerage Client Service Manager & Team Leader Resume
- Mortgage underwriting and/or servicing experience
- Strong understanding of fund reporting (e.g., performance attributions)
- Or more management experience in a customer facing environment ideally working independently
- Or more management experience in a customer facing environment working independently
- Participate in strategic planning and budgeting sessions to formulate plans and ensure IT alignment with business priorities
9
Responsibilities For Senior Commercial Lines Client Service Manager Resume
- Experience in several industrial sectors including manufacturing, oil and gas, chemicals, aerospace, pharmaceuticals and energy sectors
- Proven success in managing and converting traditional customers engagements to service driven engagements
- Experience working within Client Service, of direct client interaction or similar
- Three to five years of managing client relationships in the financial services industry or equivalent experience
- Passion for customer service and delivering an effortless user experience
- Medium level of experience with telecom billing required
- Co-ordinate and deliver effective client incident reporting
- Effective client communication and perception monitoring in liaison with Relationship Managers and Client Account Managers
- Experience working with personal lines accounts
10
Responsibilities For Fund Accounting & Client Service Manager Resume
- Develop strong working relationships with client, to provide a liaison and escalation point for service related issues
- Autonomy, displaying initiative and good team spirit
- Brokerage, financial or accounting experience within a corporate or brokerage environment
- Demonstrated passion for providing proactive client-centric solutions
- Helps establish and maintain client priorities regarding delivery and data needs
- Previous retail banking experience
- Experience with Polycom's suite of conferencing products highly desired, but not required
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