Client Manager

Rate, USD
$28 / hour
Work schedule
Full Time,
Language skills
Spanish
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About me

Dedicated and results-driven bilingual professional with a proven track record in financial service and customer support. Offering 10 years of experience in client relations, problem- solving, financial analysis, and a strong commitment to delivering exceptional customer satisfaction. Skilled in CRM software utilization, cross-functional collaboration, communication, with a focus on driving continuous improvement.


Professional area



Education

08/2010-12/2014 BS Criminal Justice @ University of Mount Olive
08/2006-06/2010 High School Diploma @ Southern Wayne High School

Experience

09/2022-02/2023 Client Manager @ Flare

Successfully represented and retained 250-300 clients in central and east coast region, maintaining a 97% retention rate and reducing monthly churn to less than 2.8%
• Demonstrated exceptional emotional intelligence, interacting with over 40 clients daily to address grievances and resolve complex issues
• Utilized Salesforce CRM dashboard to optimize productivity and prioritize tasks, resulting in improved individual performance
• Exceeded customer support expectations by resolving more than 40 tickets within SLA timeframe, achieving a 90% CSAT score and KPI team goals.
• Collaborated cross-functionally with Account Executives to leverage customer insights and drive sales decisions.

02/2020-08/2022 Income Maintancence Caseworker II @ Beaufort Co. Department of Social Services

Assessed Medicaid eligibility for adult clients by evaluating their situation in a compassionate manner
• Updated relevant records, including paperwork and documentation to ensure accuracy of information in NC FAST and Compass
• Collaborated with government organizations to verify eligibility status
• Alerted clients to outcomes of applications and terminations of benefits or disabilities thereto

06/2018-01/2022 Premier Sales Consultant @ Practicon, Inc

Managed relationships with 1200 dental offices per month, ensuring timely payment and maintaining accurate records
• Reduced past due membership balances through proactive communication and follow-up, resulting in improved cash flow
• Thrived in a fast-paced environment by consistently meeting tight deadlines and exceeding expectations
• Elevated customer satisfaction to 90% by actively listening to concerns and providing effective solutions

11/2016-06/2018 Research Remediation Rep III @ Wells Fargo Dealer Services

Resolved over 50 disputes per hour for both internal and external customers using various WFDS systems, including FileNet, AFS, CARS, E-OSCAR, and CDRS.
• Conducted thorough assessments of files to ensure compliance with company
requirements, contractual terms, insurer guidelines, investor mandates, and regulatory standards for successful remediation.
• Facilitated timely settlements on credit bureau disputes through effective mediation and negotiation with all parties involved.

12/2015-09/2016 Community Banking Branch Banker III @ BB&T

Proactively initiate, develop, and manage long-term, profitable relationships
• Increased Customer Satisfaction to 80% by understanding client’s financial needs and making appropriate product recommendations
• Stay well-informed of all changes in policies and procedures to ensure compliance with current guidelines


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