Client Care Resume Sample
Callie Kuhlman
18709 Torrey Shoals,
Houston,
TX
+1 (555) 626 3595
Work Experience
Client Care Manager
01/2017
-
PRESENT
San Francisco, CA
- Better Business Bureau
- Direct Letters to District Office
- Customer / Employee Liaison for New / Difficult Customer Service Issues – serve as the expert point of contact for those customer service issues that need to be elevated beyond the Customer Service Call Center
- Management Reporting – prepare management reports for area / branch responsibility
- Assist department manager Client Care Analyst, Digital Bank Operations Analyst, and Call Center Escalation Team
- Oversee case volume and complex customer experience issues unable to be resolved
- Manage, deliver, and sustain customer relationships throughout the bank
- Coordinate and schedule operations for department efficiency
Client Care Coordinator
11/2009
-
07/2016
Chicago, IL
- Demonstrate critical thinking skills to identify and report trends, and all best solutions to resolve
- Possess exceptional customer service skills and the ability to discover and meet the client’s needs
- Mutual Funds- or willing to take
- Respond in writing to Customer’s correspondence
- Key contact and Subject Matter Expert (SME) for Customer Care Operations as well as internal customers’, responsible for the complete business process lifecycle
- Good verbal and written communication skills in English (and local language, as applicable), with a good understanding of business language
- Polite and approachable manner
Client Care Technical Analyst, Loan Servicing
03/2003
-
05/2009
Chicago, IL
- Able to manage conflicts
- Able to analyse problems and assist with developing solutions whilst meeting the requirements of internal procedures and external regulatory authorities
- Able to work as part of a team to contribute to achieving departmental/business objectives
- The Concierge might be responsible for interfacing with other members of a client’s work or administrative team while the client is on site
- Planning: Identification of assessors (with support of planning experts for complex contracts), proposition and confirmation of dates with client
- Able to manage conflicts, and to work on multiple tasks and to tight deadlines
- Computer literate in MS Office and ERP systems
- Guides customer through the process of getting a police report completed
- Explains, promotes, refers, or sells Bank products and services such as accounts, loans, traveler’s checks, money orders, and cashier's checks in the branch or via telemarketing
Education
Strayer University
1999 - 2003
Bachelor's Degree
Professional Skills
- Possesses sound analytical and problem solving skills using both data (facts) and a strong sense of intuition to understand priorities
- Experience demonstrating strong written and verbal communication skills
- Proficient PC skills, Microsoft Office application experience & Microsoft SQL Server experience
- Work experience and skills in successful dealing with ambiguity to solve complex customer issues
- Possess strong written and verbal communication skills, and pleasant, professional demeanor in every customer interaction
- Excellent verbal and telephone communication skills,
- Demonstrated change leadership skill and ability to effectively lead, communicate and execute
How to write Client Care Resume
Client Care role is responsible for coaching, building, customer, responsible, organizational, listening, banking, reporting, training, payroll.
To write great resume for client care job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Client Care Resume
The section contact information is important in your client care 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 Care Resume
The section work experience is an essential part of your client care 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 care 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 care position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Client Care resume experience can include:
- Participates with Branch Leader/Branch Quality Manager in evaluation of Client Care Representatives’ performance. Participates in corrective action process
- Strong clinical skills with adults
- Experience in a college or university counseling center or equivalent experience on a university campus
- Advanced Problem Solving Skills with an ability to raise creative improvement opportunities
- Manage clients’ escalations effectively and calmly
- Having strong product knowledge expertise, knowing all of the Lexus models and main features of each vehicle
Education on a Client Care Resume
Make sure to make education a priority on your client care resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your client care 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 Care Resume
When listing skills on your client care 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 care skills:
- Good computer skills, including Word, Excel, Powerpoint, and Outlook
- Proven banking customer contact experience with successful history dealing with complex customer situations
- Advanced problem solving and organizational skills,
- Prior experience in referring products, solutions, etc. to clients
- Prior experience working in a call center or high volume/fast-paced work environment
- Prior client management, sales and or marketing experience, preferably in the health/home care industry
List of Typical Experience For a Client Care Resume
1
Experience For Client Care Manager Resume
- Superb follow up skills and works with a sense of urgency
- Prior customer service experience (even outside of Client Care Center or insurance industry)
- Prior customer service experience is an asset
- Oversee and support the skills and knowledge of Client Advisors, and ensure expectations and mandates are met
- Basic computer/database skills
- Superb follow up skills
- Motivate the team to achieve 20% or greater retention for clients wishing to cancel subscription using creative and effective retention strategies
- General Ledger, balancing and reconciling experience
- Model and coach to deliver an exceptional client experience by advocating for the client and promoting problem resolution at first point of contact
2
Experience For Client Care Coordinator Resume
- Manage clients expectations ensuring client priorities and high impacts issues are addressed in a timely manner
- Provide excellent client support through written and verbal communication
- Functional experience including supervision of support staff
- Prior client management, preferably in the senior/health/home care industry
- Strong attention to detail and the ability to follow processes 100% of the time
- Experience with database management, software or systems
- Experience with Microsoft Office products such as Excel, Word, and PowerPoint, MS Project/e-Project, and Visio
- Assigning work, monitoring and reviewing progress and accuracy of work, training, directing efforts and providing guidance on complex issues
- Implementing the Home Care Assistance operating model and following all company guidelines and applicable state regulations
3
Experience For Client Care Representative Resume
- Addressing and resolving routine issues for clients and client families, improving satisfaction with services
- Providing extra support for new client cases, including home visits during the first caregiver schedule
- Greeting customers and obtaining patient information
- Ensuring that our client accounts are up-to-date and communicating with families (and/or financial managers) in the event of overdue balances
- Conducting caregiver training and evaluations
- Answering office phones during normal business hours
- Answering calls from clients and/or their family members, and existing clients and employees. This requires a 24/7 presence with a high level of accountability
- Accepting trade instructions over the phone while ensuring they are consistent with client investment profile information
4
Experience For Client Care Technical Analyst, Loan Servicing Resume
- Visiting and arranging local meetings/appointments with potential referral sources to develop new business relationships and referral networks
- Answering general inquiries
- Performing on-site assessments and quality assurance visits to clients' homes to assure complete satisfaction of care services
- Leading orientations, in-services, trainings and other company programs or initiatives to enrich the quality of our caregiver staff
- Perform a full range of services including answering questions, resolving concerns, gathering information, and scheduling appointments,
- Act as the first point of contact for all leads that register on client websites; calling, emailing and texting new leads according to predefined processes
- Consistently follow up on all viable leads that are unresponsive, following predefined calling, emailing and texting plans
5
Experience For Client Care Lead Resume
- Support the marketing group by making outbound calls, and receiving inbound calls from potential customers,
- Manage all incoming calls professionally; provide timely resolution of client reported issues, ensuring client satisfaction
- The CCM is involved with coaching and counseling team members
- Oversees employee scheduling ensuring call coverage and client’s needs are served
- Responsible for scheduling and coordinating schedules of clients
6
Experience For Client Care Analyst Resume
- Responsible for assisting the Director with activities of the patient/caregiver relationship which can include the following but not limited to
- Develop staff through training, coaching and performance management
- Comfortable working in challenging environments
- Preferably customer servicing role in an inbound call/contact center; Knowledge of customer service principles and practices
- Answers all incoming calls and routes appropriately
- Greets all incoming visitors and provides appropriate information and answers
- Manage and/or redirect incoming calls from customers to the appropriate departments
- Support service order entry, invoicing, collections and accounts payable approvals
7
Experience For Manager, Client Care Resume
- Responsible for handling any escalations of client issues that the Leads or Assistant Manager is unable to resolve
- Provide analytical and technical support for ATM/Debit Card Processing
- Translate common issues into "knowledge base" materials to reduce recurring issues and inquiries
- Responsible for handling lead calls
- Responsible for performing miscellaneous clerical tasks assigned by branch manager and directors
- At BBVA Compass, the Team Lead provides coaching/solutions to Analysts to assist with complex escalated concerns
- Maintains accurate reports, data and files according to established procedures
- Learn and utilize scripts that help determine key information like the leads buying timeframe, desired location, price point, etc
8
Experience For Client Care Supervisor Resume
- Strives to ensure specialists provide above and beyond student support within adherence to the company’s goals, mission, and/or promotions
- Receives requests for home care aide from clients and Client Care Liaison
- Consult with clients’ technical staff to analyze and understand functions that are automated, client needs, objectives, desired features, and input and output requirements
- Identifies system and workflow improvements to enhance the team’s efficiency
- Manage quality assurance to ensure that the Client Care team’s interactions with clients are positive and adhere to operational guidelines
- Participate in implementation meetings
- Become knowledgeable of contracted services, responsibilities, and key personnel
- Manage customer communications and set appropriate expectations
- High Energy, Solid Judgement, Abiltiy to Manage Stress, Multi-tasking Skills, Adaptable to Change, Detail Oriented, Active Listening and Problem Solving Skills, Strong Verbal and Written Communication Skills, Customer Service Driven, Organizational Skills, Self-Motivated, Team Player, Accurate Data Input,
9
Experience For Manager Client Care Trainee Resume
- Stay abreast of competition and develop strategies to win that retain at risk clients
- Work with VP of Customer Service and workforce management team to know resources required and develop plans on how to best use them to achieve goals
- Communicate state of retention and attrition to all senior leadership on a weekly basis through stand up meetings
- Work closely with attrition analyst to identify trends in cancellations
- Work closely with Attrition Analyst and Product Development to identify at risk clients for the Client Success Team to proactively outreach
10
Experience For Client Care Professional Resume
- Present Client Care team performance summary on a weekly and monthly basis
- Hire, manage and develop the Client Care Team. Includes the supervision of Team Leads and Senior Client Care Specialists
- Explains, promotes, refers, or sells Bank products and services such as accounts, loans, traveler's checks, money orders, and cashier's checks in the branch or via telemarketing
- Ensure a professional office environment
- Coordinate and execute special mailings
- Coordinate and support internal governance and compliance activities: 1.) track dates and deliverables across products; 2.) identify stakeholders and communication plans; 3.) follow-up and ensure timely remediation, track progress against deliverables; escalation of slippage, 4.) reporting to the leadership team regarding status updates
- Coordinate with internal stakeholders to ensure BCP plans are kept up-to-date and are in compliance with FIS standards. Work with internal teams to meet annual testing requirements. Escalation of required remediation. Reporting to the leadership team on status updates
- Maintain the CS central library of processes and procedures. Work with internal teams to ensure documentation is kept current
- Serve as liaison between Client Services, Risk Management, the Leadership Team and third party auditors ensuring smooth flow of communications in support of audits, BCP, Procedures, etc
List of Typical Skills For a Client Care Resume
1
Skills For Client Care Manager Resume
- 10-Key - Strong Skill
- Effectively present information (oral and written) and respond to questions in group and one-on-one settings
- Diffuse even high tension situations effectively
- Basic computer/database skillsRefer to a Friend
- Previous experience with DNA and/or other Fiserv experience
- Promptly and professionally answering inbound sales calls with the goal of providing an exceptional client experience resulting in a scheduled appointment
- Successful completion of Manager Client Care Training Program or equivalent experience in an financial setting
2
Skills For Client Care Coordinator Resume
- Experience working with BBVA Compass loan accounts, deposit products, and Online Banking
- Experience with cold calling or marketing is a great advantage
- Incident management, trend reporting, interact with third party vendors, internal partners related to improving client experience
- Proficiency in computers and technology, preferably with Windows, MS Office, Internet Explorer, Instant Messaging and MS-DOS experience
- Prior Customer servicing role in an inbound call/contact center
- Experience working with bank systems such as Alnova and C-net
- Experience in healthcare services/ 3rd party billing is a great advantage
- Experience in financial industry field. Preferably in the Banking or the Credit Union industry
3
Skills For Client Care Representative Resume
- Establish and maintain strong working relationships with internal departments, clients and national service providers
- Banking experience required
- Experience and success leading people through change
- Recent call center, treasury management, cash management, and/or payment processing experience required
- Strong expertise in strengths-based, solution-focused, and family-centered practice
- At least one year of customer contact experience with successful history dealing with complex customer situations
- Is skilled in motivating and inspiring groups of people
- Direct people and team management with a proven leadership track record for achieving results
- Shows proven ability to manage down, up and sideways
4
Skills For Client Care Technical Analyst, Loan Servicing Resume
- Customer Service coordinator/management experience
- Experience as clinic/office coordinator OR receptionist
- Experience with sales targets and/or client management
- Experience in sales or call center,
- Experience with Microsoft Excel and Word,
- Proven ability to engage and retain employees
- Experience in a call center environment
- Experience with Lucent/Avaya phone technology or Call Management System (CMS)
- Experience with CRM tools and/or WFM tools (such as Aspect)
5
Skills For Client Care Lead Resume
- Two years of experience in a health care field
- Work cross functionally with other managers to improve client experiences
- Demonstrate initiative by identifying areas needing improvements, etc
- Ensure that site has all supplies, equipment, etc. required to provide effective client support
- Clinical case management experience
- Demonstrate the ability to multi task in a fast paced environment with great attention to detail
- Senior banking or financial services management experience required
- Assisting with scheduling and confirming patient appointments
6
Skills For Client Care Analyst Resume
- Working flexible hours – All available store hours, including weekends and holidays
- Getting things done by leveraging each other’s unique talents
- Providing assistance and training to other staff
- Supporting promotions and marketing events
- Leading orientations, in-services, trainings and other company programs or initiatives to enrich the quality of our caregiving staff
7
Skills For Manager, Client Care Resume
- Auditing of client files to insure compliance with all contracts
- Planning and execution of monthly PCA trainings
- Keeping current with sales specials, all direct mail pieces, price matrix on new and pre-owned vehicles and any notices from the manufacturer
- Being an exceptional communicator – listen, honest and clear
- Maintaining records, both electronic and print
- Supporting special promotions and projects
- Co-manages PHCA Staffing Manager with recruiting, hiring and onboarding of employees
- Active engagement in our prevention efforts including organizing and conducting prevention presentations
- Assists PHCA Staffing Manager with data entry and scheduling in Soneto
8
Skills For Client Care Supervisor Resume
- Intermediate proficiency in written and verbal communications (including grammar and spelling)
- Proactively adapting to meet the changing needs of our customers
- Upervising or managing teams of 10 or more people
- Great at building and maintaining relationships
- Support inventory, shipping/receiving and customer repairs
- Fluency in a second language including Mandarin or Cantonese is an asset
- Responsible for all on-site management of PCA in client’s homes. Works in conjunction with the PHCA Staffing Manager to address performance issues
9
Skills For Manager Client Care Trainee Resume
- Communicates with PHCA Branch Manager on an ongoing basis for operational and service
- Communicates with PHCA Branch Manager on an ongoing basis for operational and service improvements
- Available to fill in for Staffing Supervisors when they are out of the office
- Preferably customer servicing role in an inbound call/contact center
- Apply these practices quickly while minimizing disruption
- A detailed understanding of customer needs and the ability to meet these needs
- Genuinely displaying humanity in everycustomer interaction
- Comprehensive knowledge of all aspects of banking operations
- Type while being on the phone,
10
Skills For Client Care Professional Resume
- Collaborate with the Client Care Specialists to identify challenges leading to client cancellations
- Support the client care specialists when working with clients that are savable
- Spearhead training programs and operational changes that develop team members and improve processes
- Strengthen relationships with cross-functional team members identifying areas for improvement within the customer journey in order to decrease attrition
- When requested, sends medical records to billing service and/or insurance companies
- Follow-up with discharged clients according to schedule to maintain outcome data for benchmark studies
- Provide crisis intervention and triage to high acuity clients who are requesting urgent mental health services at UCTS
- Instinctively is proactive and willing to go above and beyond the call of duty
- Takes a leadership role for the entire call center team by delivering through resolution in a timely manner and within service level agreements
List of Typical Responsibilities For a Client Care Resume
1
Responsibilities For Client Care Manager Resume
- Prior client management, sales and/or marketing experience, preferably in the health/home care industry
- Recruit, interview and select staff possessing appropriate technical and professional skills to help further the goals of the operation
- Oversee and support the skills, knowledge, and sales results of Client Advisors, and ensure expectations and mandates are met
- Proven sales experience an asset
- Experience in managing or presenting on mental health topics to diverse audiences
- Understand and manage client expectations ensuring client priorities and high impact items are addressed in a timely manner
- Collaborate extensively with internal departments to resolve client issues, actively contributing to the effectiveness of the team
2
Responsibilities For Client Care Coordinator Resume
- Conducts and reports operational metric analysis and measurement reporting to evaluate the effectiveness of operations
- Experience in financial industry field. Preferably in the Banking or the Credit Union industry
- Experience in providing crisis triage services
- We seek a Client Technical Support Rep with lending experience in the financial industry
- Previous team management / supervision experience desired
3
Responsibilities For Client Care Representative Resume
- Previous experience in health care management or marketing, preferably in home care to elders
- Collaborate extensively with internal groups to resolve client issues, actively contributing to the effectiveness of the team
- Experience in financial industry field. Preferably in the Banking or the Credit Union industry
- Provide effective and efficient oversight of Care Management with optimal customer service, satisfaction and client retention
- Three to 5 years’ experience in health care, elder care, social work or related industry
- Proven success in a customer service and/or sales role
4
Responsibilities For Client Care Technical Analyst, Loan Servicing Resume
- Previous sales experience in an financial institution is required
- Manage the unit’s operational effectiveness — both overall operations and standards
- Customer Service experience
- Experience in provision of individual, couple, and group treatment
- Performing on-site assessments and regular ongoing quality assurance visits to clients' homes to assure complete satisfaction with our care services
5
Responsibilities For Client Care Lead Resume
- Maintaining accurate records on all prospective and active clients, employees and referral sources
- Working closely with Investment Funds Advisors on the team to ensure that trade discrepancies are handled in an efficient and accurate manner
- Leading in-services, trainings and other company programs or initiatives to enrich the quality of our caregiver staff
- Supporting ongoing client retention through hands-on attention, client appreciation initiatives and relationships with the clients and their families
- Support forecasting, budgeting and invoicing activities
6
Responsibilities For Client Care Analyst Resume
- Assist in maintaining central library of documentation, collateral, calendars, etc
- Be team oriented and comfortable collaborating with other staff
- Have fun while working in a fast-paced environment!
- Responsible for performance management process, hiring and termination decisions
- Ensure ongoing communications to ensure client satisfaction and retention
- Schedule and conduct onsite client consultations, as well as reviewing all services and agreements with clients
- Assist with scheduling needs as deemed necessary to ensure that all schedules are maintained
- Successful completion of Manager Client Care Training Program is an asset
7
Responsibilities For Manager, Client Care Resume
- Maintain personal accountability to individual learning and self-development
- Work extended weekly hours are required as part of a rotating shift
- Solve client’s inquiries in a friendly and professional way from the very first call while adhering to Sun Life’s policies and procedures
- Other special projects and assignments as directed
- Be a part of a fun and dynamic work environment,
- Assists clients with court or work letters
- Communicates admit and discharge dates with referral companies
- Documents and maintains audit records and logs
- Your passion for health and elder care
8
Responsibilities For Client Care Supervisor Resume
- Thrive in an independent, self-motivated environment
- Professionalism and the ability to grow our business
- Calling on and developing new referral accounts in the local healthcare and senior care community with elder care industry professionals, organizations and establishments (ex. Geriatric Care Managers, independent/assisted/skilled living facilities, hospitals, concierge doctors, etc)
- Provide consultation, training and support to the client before, during and after implementation, including the correct use of the system and application procedures
- Attending local community events and even hosting events to increase brand awareness
- Representing our services in a professional and creative manner
9
Responsibilities For Manager Client Care Trainee Resume
- Answering calls from referral sources, prospective clients and/or their family members, and existing clients and employees. This requires a 24/7 presence with a high level of accountability
- Working with our sales team to develop new referral accounts in the local healthcare and senior care community with senior care industry professionals, organizations and establishments (ex. Geriatric Care Managers, independent/assisted/skilled living facilities, hospitals, concierge physicians, etc.)
- Oversee office operations including staffing, care management, sales and administration, and facilitate teamwork within the office
- Your passion for health and senior care
- Implement strategies to increase client admissions, retention and satisfaction
10
Responsibilities For Client Care Professional Resume
- Identify and assesses internal and external issues that affect the operation
- Participate in the development of the annual strategic plan with a focus on creating attainable revenue, gross profit, operating income, and client growth objectives
- Ensure monthly and quarterly financial results meet or exceed goals
- Identify and evaluate the risks to the company’s clients, staff and the integrity of the brand
- Represent the organization at community activities to enhance the organization's community profile and further business development
- Understand and deliver professional and timely client updates
- Work in a team environment, collaborate with department to resolve client issues
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