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Highly organized, goal-oriented professional with project management and leadership experience. Adept at managing multiple projects while maintaining a positive attitude and providing the highest level of customer service, ensuring quality operations and client satisfaction.
Director of Client Services
Manage and lead daily servicing for up to 200 clients for Newcourse, a full-service data processing, print and mail provider specializing in services for financial institutions.
- Oversee daily data processing and production of customer files received; produce statements, notices, escrows, letters, checks, and other products.
- Manage ownership and accountability for high volumes of production output of over 200,000 items per client daily ensuring that SLAs are met.
- Onboard new clients; manage aggressive implementation of more than 20 products per client, including support of electronic bill payment and presentment functions.
- Train and direct the efforts of team members; delegate responsibilities and monitor job performance to confirm accuracy and compliance with company guidelines.
- Resolve customer issues, troubleshoot and problem-solve to find mutually beneficial and creative solutions for customers’ needs.
- Plan and host client visits, client dinners, client facility tours and other company events.
- Review contracts to determine pricing and perform contract and invoice audits.
- Work across business lines and organizations as a collaborative executive leading a team.
- Implement online portals and conduct training webinars for clients.
- Collaborate with client on product design and marketing via direct mail and online portals.
- Order and maintain client inventory levels working with external vendors and adhering to budget expenses.
- Brief CEO and leadership team on acquisitions and pipelines.
- Establish and manage procedures for tax season.
- Represent company, oversee company sponsorship and marketing presence for conferences.
- Secure and maintain confidentiality of all communications and documentation.
- Manage active calendar of appointments, meetings, conference calls, tight deadlines and high volumes of requests.
Director of Operations
Search, analyze, and evaluate records relating to titles of homes, land, and buildings. Manage all levels of daily operations while providing the highest level of customer service.
- Supervise client relations and communications including conflict resolution via phone, email, and face-to-face interactions.
- Analyze operations and identify inefficiencies to ensure optimal output.
- Perform detailed research examining deeds, deeds of trust, liens, judgments, vital statistics, easements, plats/maps and all relevant documentation to determine ownership, encumbrances, and to verify legal descriptions of property.
- Prepare and submit research packages.
- Compose and prepare confidential correspondence, prepare and file court records.
- Perform variety of accounting activities such as process check requests, expense reports, purchase orders, and invoices.
- Research, verify and analyze real estate transactions.
- Manage company pipeline and online portal.
- Prepare meeting agendas and presentations.
- Read and understand basic legal descriptions, recorded documents and effect upon titles.
- Knowledge of title industry terms, general title process and related documentation.
- Review title research packages provided by external abstractors.
- Maintain company procedural documentation.
Provide administrative support to professors and supervise the academic progress in students.
- Assist and support senior professors in day-to-day tasks and functions.
- Maintain online course portal.
- Answer and screen calls in courteous manner, take detailed messages.
- Assist with curriculum development, textbook review and selection.
- Schedule appointments, coordinate meetings and travel arrangements.
- Review assignments, grade assignments and record grades.
- Serve and support functional activities of departmental committees.
- Assess, review and evaluate student activities and progress.
- Manage and file documents in an organized filing system.
Bachelor of Science
- B.S.- Liberal Arts
- Concentrations in Nutrition and Psychology
- Minor in Life Span Psychology
Career Expert Tips:
The Best Client Services Resume Writing Guide & Tips
There are many different types of resumes, but the Client Services Resume is a type that specializes in providing expert assistance to clients. When it comes to creating a resume for such services, you want to convey your passion and excellence by both highlighting your skills and experience, as well as demonstrating how those skills would result in value for a client.
This article will provide insight into what makes up a successful Client Services Resume, as well as guidance on how you can tailor it specifically for your situation.
What is Client Services?
Client Services is another term for Client Relations – a position that deals directly with clients, as well as the company’s key partners. The main types of clients are referred to as “end-users” and they typically interact with the Client Services professional through their User Experience (UX) professionals. Ultimately, this professional is responsible for ensuring that each Client’s end-user has a positive experience with the product or service provided by the company.
Client Services Job Description:
Client Services professionals typically tend to deal with the following types of clients:
End-Users – Individuals who interact directly with products or services provided by the company.
Non-End-Users – Individuals who support the end-users through various functions, such as marketing or sales.
Marketing and Sales Professionals – These people are responsible for driving awareness about a product/service and facilitating purchases and sales, as well as providing technical support for software products.
Client Services Responsibilities:
- Researching, learning, and understanding clients’ end-users specific needs, as well as their functions within the company.
- Ensuring that the client’s service level agreements (SLA) are being met consistently and to set objectives for improvement.
- Identifying service delivery problems and providing proactive support for client-related issues.
- Supporting new customer onboarding efforts and ensuring that existing customers are satisfied.
- Communicating with existing customers regarding changes to services or contracts, as well as guidelines related to policies & procedures.
- Manage the company’s product-related activities, such as new product launches and upgrades.
- Maintaining and supporting professional relationships with key clients by attending conferences, trade shows, etc.
- Planning and managing multiple projects at one time; working independently with little to no supervision.
- Reviewing current business processes, as well as making recommendations for improvements.
- Working with staff from various departments on their client needs.
Client Services Resume Summary:
A professional summary is a great place to start describing the value you can bring to your target client(s). You want to highlight your ability to understand clients’ challenges and help them solve them, while also communicating the type of specific expertise required in order for you to deliver on that promise.
This area is also a great place to showcase any verbal skills you may have. You can do this by making note of any speech writing or presenting jobs you may have performed, as well as any awards, honors, etc.
“Having 8 years of experience in creating client relationships and delivering highly specialized UX services, I would be an asset to a company that is looking to drive more engagement and/or conversions with their end-users. I have expertise in the development of eCommerce websites and can provide insight into how to get the most out of using analytics tools such as Google Analytics. I also have experience working with clients from various industries, including financial services, software development, as well as retail.
Client Services Resume Objective:
Your objective is a vital part of your resume and you need to be clear about what’s it’s for. This will help you tailor it specifically to the employer that will be reviewing your resume, as well as communicate your specific skills and value.
“A client services professional with 8 years of experience providing quality customer experience solutions focused on eCommerce projects. I have expert knowledge of website technology, including programming in HTML, CSS, and JQuery.”
Top 10 Must-have Client Services Skills:
Your skills are the most important part of your resume, as they will highlight any experience you’ve acquired while creating customer relationships. If possible, include skills from each of the categories below. It’s important to try not to fill this section too full – it’s best to focus on skills that you feel will be most relevant for each specific job.
- Communication Skills
Communication skills may seem obvious, but it’s important to include this skill in your resume because it’s a fundamental part of interacting with clients. Make note of any public speaking events or situations where you’ve had to present during the past year, as well as explaining any key communications skills you’ve acquired through training or experience.
- Customer Service/Sales Experience
Having worked with a wide range of clients, you’ll have an abundance of customer service and sales experience to highlight in your resume.
- Organizational Skills
Organizational skills are a big part of client services, as you’ll have to be organized in order to meet the needs of multiple clients while also meeting your company’s targets.
- Problem Solving/Creative Thinking
It’s important for your resume to highlight your ability to think outside the box and come up with solutions to improve client experiences. This is achieved by showcasing any work that you’ve done in the past that has resulted in direct customer impact and satisfied clients.
- Professional Presentation/Training
When presenting to clients, you’ll want to convey your ability to be a strong communicator and give a professional presentation that will impress them. If possible, include any training courses you may have taken that are relevant to the client services profession.
- Interpersonal Skills
It’s important for a client services professional to have good interpersonal skills in order to effectively interact with their clients and deliver quality customer experiences.
- Client Relationships
Client relationships are the cornerstone of successful client services – you need to have an extensive network of clients that you’ve established a relationship. When highlighting your experience in this area, it’s best to focus on any work that you’ve done that has resulted in a lasting relationship with a client, such as providing exceptional customer service or making them feel valued as a person.
In order to provide an always-improving solution to a client’s immediate needs, you’ll need to be innovative in how you approach the situation. Demonstrate this by highlighting any work in the past that has resulted in client involvement where they were able to design and create a new, better product.
- Cost Control
The best way to ensure that your client’s project is running smoothly is by controlling the costs involved. Discuss any projects or situations where you’ve been able to control cost as part of your customer service role.
- Ability To Work Independently
Since the client services profession is often done remotely, it’s important to be able to work independently. Make sure that you highlight any work situations that required you to work autonomously as part of your role.
Guide to writing a Client Services Resume with no experience:
Briefly explain why you’re interested in this position and what your experience will enable you to bring to the table.
Work history is one of the most important aspects when creating a client services resume. The information provided here should be as complete and detailed as possible. Including every job that you have had since working at a previous employer can help establish your credibility.
The following is a guide for writing a client services resume with no experience:
- Briefly describe your experience and responsibilities in your previous positions.
- Indicate work history from the start of your career until the present.
- List all educational backgrounds that you’ve had as well as any professional certifications that you’ve earned.
- List any awards and recognitions that you’ve received while working.
Guide to writing a Client Services Cover Letter:
The introduction is a perfect place to summarize your skills and attributes that make you the best candidate for the position. Being concise is important.
Your achievements should be listed in reverse chronological order, beginning with the most recent. Make sure that these accomplishments are similar to and relevant to the job in question.
Specific Skills, Qualifications, and Goals:
Your skills should be listed in a concise manner. Be direct and specific, listing the specific responsibilities that you held within each position.
List your work experience in reverse chronological order. List responsibilities and achievements.
Skills, Qualifications, and Goals:
List your skills in a concise manner. Be direct and specific, listing the specific responsibilities that you held within each position. List your qualifications in reverse chronological order. List your achievements.
I hope this resume writing guide will help you to write and send a great resume. I know it may seem that this is a lot of information to digest. However, if you take the time to write up a resume that follows all the tips I’ve covered, you’ll be able to stand out from the competition and land your next dream job.
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