Client Experience Manager Resume Sample
Tracy Kunde
18803 Larkin Greens,
Phoenix,
AZ
+1 (555) 275 7751
Work Experience
Client Experience Manager
07/2017
-
PRESENT
Los Angeles, CA
- Focus on proactive service management through relationship, scorecard analysis, combined with a detailed understanding of the client’s business and unique Treasury requirements
- Provides feedback to partners regarding new product development
- Demonstrated strong or advanced knowledge of Investments, Trust and Credit; ability to consult and prioritize client needs
- Demonstrated strong client advisory and servicing skills
- Demonstrated experience with and broad understanding of personal financial statements
- Proven experience with and comprehensive understanding of consumer or customized lending
- Aptitude and interest in using technology in the management of relationships and delivery of client advice
- Acting as the client’s advocate by partnering with sector, vertical and client operations heads within Citi to ensure alignment
- Leveraging knowledge of the client’s industry, regulatory requirements and current trends to anticipate client needs and to develop client confidence in Citi’s products/solutions
Senior Client Experience Manager
09/2012
-
01/2017
Detroit, MI
- Maintaining a detailed understanding of the client’s global profile, managing adherence to agreed service levels and leading regular service reviews to ensure client satisfaction
- Acting as client advisor and act in the client’s interest in driving cross-regional and cross-functional process improvement
- Develop relationships with Internal and external senior clients
- Career opportunities across TTS and beyond
- Interact with clients, TTS Sales and Coverage area
- Fluid contact with the rest of Client Operations area
- Strengthen the client relationship and ensure the delivery of market-differentiating service by acting as the client’s advocate, anticipating client needs, and developing client confidence in Citi’s products and processes
Private Client Experience Manager
03/2010
-
06/2012
San Francisco, CA
- Focus on proactive service management through relationship, scorecard, and billing analysis, combined with a detailed understanding of the client’s business and unique Treasury requirements
- Act as client advisor in the client’s interest while driving cross-regional & cross-functional process improvement opportunities
- Maintain a detailed understanding of the client’s profile while adhering to agreed service levels and leading regular service reviews to ensure client satisfaction
- Serve as an advisor to cross-functional teams in identifying potential solutions/opportunities to address client needs
- Utilize well-developed working knowledge of the business & the upstream and downstream influences to achieve optimal client experience for the assigned portfolio of clients
- Lead the client experience process by providing broad marketing and logistical support to client and client prospect site visits to Xerox’s existing service centers/centers of excellence
- Prepare walking tour routes with stops designed to inform clients/prospects of Xerox’s primary offerings
- Strengthens the client relationship and ensures the delivery of market-differentiating service by acting as the client’s advocate, anticipating client needs, and developing client confidence in Citi’s products and processes
- Delivers proactive service management through relationship, scorecard, and billing analysis, combined with a detailed understanding of the client’s business and unique Treasury requirements
Education
Bowling Green State University
2004 - 2009
Bachelor's Degree in Related Field
Professional Skills
- Maintaining a detailed understanding of the client’s profile while adhering to agreed service levels and leading regular service reviews to ensure client satisfaction
- Excellent relationship-management skills, respecting partners and collaborating to drive toward mutual goals
- Effective facilitative leadership skills and experience leading focused teams
- Communication: excellent written and oral communication skills
- Achieving/ Driving Results: Analytical skills for work flow, process and systems analyses
- Achieving/Drive Results: Analytical skills for work flow, process and systems analyses
- Productivity/Project Management: Project management skills and willingness to own issue and bring it to completion
How to write Client Experience Manager Resume
Client Experience Manager role is responsible for training, analytical, organization, basic, events, insurance, education, reporting, credit, messaging.
To write great resume for client experience manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Client Experience Manager Resume
The section contact information is important in your client experience 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 Experience Manager Resume
The section work experience is an essential part of your client experience 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 experience 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 experience manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Client Experience Manager resume experience can include:
- Excellent verbal and written communication skills, ability to effectively present to senior and executive management
- Outstanding organization and effective time management skills
- Monitoring and revising the Client Experience programs to ensure Mercer is utilising the best tools and methods to seek and respond to feedback from clients
- Create and maintain a client experience external messaging for the Client Onboarding and Service Delivery organization
- Provide ongoing training to ensure cross-functional team is clear on products/services and client experience best practices
- Banking experience including Treasury Management
Education on a Client Experience Manager Resume
Make sure to make education a priority on your client experience 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 experience 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 Experience Manager Resume
When listing skills on your client experience 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 experience manager skills:
- Past experience in the luxury goods sector or in dealing with high net worth individuals
- Great problem-solving skills with minimal guidance
- Advanced critical thinking skills and the ability to aggressively but diplomatically question assumptions and look for the less obvious answer
- Great written, spoken and presented communication skills
- Direct experience within Corporate banking business focusing on sales or management environment
- Effective in working cross functionally
List of Typical Experience For a Client Experience Manager Resume
1
Experience For Senior Client Experience Manager Resume
- Understands the terminology and processing requirements within the Investment and Financial Services Industry
- Ensure client’s journey from beginning to end is exceptional in every way
- Ensure employee engagement in the Client Onboarding and Service Delivery organization
- Communicate all operational or maintenance-related issues to both Team Member’s and Tenants
- Available to be on-call 24/7
- Possess self-motivation and reliability
- Understand another’s feelings; the ability to sit in another’s proverbial seat
- Initiate contact and arrange an in-person meeting with Project Stakeholders to listen and ask questions related to our teams and capabilities. Conclude the meeting with a request to complete a brief on-line survey re the Net Promoter Score
2
Experience For Digital Client Experience Manager Resume
- Manage your client caseload while proactively growing it
- Based on the feedback
- Partner with Clinical Managers to provide supervision and support to field employees
- Conducts financial analyses of client contracts and provides client with perspective on the value of services provided. Understands contract status of assigned clients and works with necessary contact to negotiate contract extensions and addendums as appropriate. Ensures MSAs are in place and negotiated before they expire. (Approx Wt. 30%)
- Represent customers’ voices, while still achieving business goals
- Manages a team of people that provides optimal operational support to large institutional business
- Establishes and maintains strong and cooperative relationships with designated institutional clients to foster a cooperative environment for the resolution of problems and/or errors
- Collaboratively works with the team and large institutional clients to solve operational issues. Works to address root cause of trends and propose short, medium and long term solutions. Work to implement the solutions with the Enterprise Relationship Management team and technology as needed
- Track and resolve customer issues/trends
3
Experience For Private Client Experience Manager Resume
- Explore areas of process improvement
- Escalation point for unresolved issues/trends
- Work with various teams and clients on enhancement requests, updates, and interim solutions
- Critically analyze information and make sound recommendations
- Create and manage change across business functions
- Leverage data and analytics to improve business outcomes
- Provide strategic direction for survey management process, rules, and questions to ensure we maximize response rate and gain relevant data to inform model and platform design, process improvements, employee playbooks and messaging
- Work with large amounts of data to understand client behaviors, expectations, opportunities, obstacles, enablers. Synthesize data into simple and digestible insights around emerging trends and recommendations for the business
- Partner with our analytics, Marketing, Communications, and Technology partners to develop a focused view of a successful client leading to client relationship strategies and campaigns
4
Experience For New Initiatives & Client Experience Manager Resume
- Identify opportunities to deliver more consistent experiences across channels, segments, and teams and partner with associate readiness and communications to develop training content, playbooks and associate resources to serve as blueprints for outstanding execution
- Understand clients expectations through regular communication (surveys, calls, quarterly reviews)
- Document the client’s end-to-end journey with the Bank
- Perform root cause analysis for Service Failure incidents
- Focus on the client impact to change events (conversions, migrations etc.) and major initiatives
- Proficiency in the use of MS Word, MS PowerPoint, MS Excel, Sales Force, Survey Monkey
- Leading the business in relation to all facets of the Client Experience program, including developing new programs, continuous improvements, delivery and client participation
- Tracking and reporting on Client Experience feedback, gaining an understanding of the analytics (qualitative and quantitative) provided by the clients so improvements can be implemented
5
Experience For Avp-client Experience Manager Resume
- Drive results from the programs by owning the outcomes intended and then inspire, motivate internal stakeholders to ensure accountability of the results is delivered
- Financial services experience in a Financial Analysis, Business Intelligence, Analytics, Product Management, or Marketing role
- Wealth Direction, MS Windows and Office Products, Client Experience Desktop and Salesforce when implemented, all systems aligned with RBAC Profile
- Understanding of the needs of the client
- Advantageous to have an understanding of market insights or organisational insights knowledge
- Knowledge of Mercer products and services offers is of great benefit
- Function as a consultant and business partner to other groups within ADP. Champion cross functional engagement
6
Experience For Client Experience Manager Resume
- Train and mentor team members in delivering a unique experience with employees of our clients. Identify development needs across the team, work with Director to coordinate additional training as needed
- Effective in working cross-functionally
- Industry knowledge: Superior working knowledge of the business and upstream and downstream influences
- Shared Responsibilities: Fully understand and implement Citi’s values: Responsibility to our clients, to each other, and to our franchise
- Collaborate with marketing and other stakeholders to understand the cross-channel roadmaps and manage a calendar of web cross-sell, upsell & self-service promotions to our clients
- Measure the performance of these campaigns and report on successful and non-successful user experiences and next stepsInnovate the web experience to include new ways to get promotional information to clients quickly and in a helpful and advisory way
7
Experience For Senior Client Experience Manager Resume
- Execute a plan to create web ambassadors out of Pitney Bowes employees
- Partner with Client Communications and Learning & Development to ensure that all employees are properly trained on the web experience and how to drive clients to the web
- Language qualifications or native speaker in French
- Language qualifications or native speaker: French is required for this role
- Monitoring Payments and LC’s for the Banks-Branches allocated to Citi correspondent in order to avoid any leakages and highlight to the Sales Team wherever required
8
Experience For Digital Client Experience Manager Resume
- Partner with Managers and Senior Management to develop professional relationships and deliver customized products as well as effective feedback. Experience participating in cross functional projects or initiatives
- Strong knowledge of Transaction Banking products. Commercial Cards and Trade beneficial
- Proficiency working with MS Office applications such as Power Point, Excel, Word, Outlook
- Other incentives, contests and rewards including trips, event tickets, cash prizes and more
- Accountable for management of book of business in Salesforce (house holding, client profile updates, contact management, task management)
- Accommodate travel as needed
- Provide and educate clients on Wealth Direction (Goals, Concerns, Priorities, Net Worth, Planning & Advice). Ensures client usage and achieves goal through Wealth Direction penetration
9
Experience For Private Client Experience Manager Resume
- Advise clients on wealth issues such as review of outside Assets, Life, Disability, LTC and P&C Insurance, Credit and Deposit Needs, Estate Document and Planning Review, Asset Allocation Reviews, Liquidity and Life Events
- Collaborate with Sr. Relationship Manager and client advisory team on sales opportunities by assisting with the prospect proposal process, effectively onboarding new client relationships and identifying new business opportunities for existing book of business
- Ensure superior client servicing activities are maintained with support from Associates and central/national resources
- Identify and escalate at risk client situations to Sr. Relationship and Sales Leader
- Maintains and expands current client relationships
10
Experience For New Initiatives & Client Experience Manager Resume
- Develops and maintains an in-depth knowledge of financial wealth management services and products as well as knowledge of competitors and competitive products
- Leads, coordinates, and assembles advisory team based on client needs. Acts as lead and/or client advocate/ representative on assembled team
- Employs and maintains a disciplined approach to client review process using designated tracking tools to document progress on implementation of client strategies
- Varies by position openin
- Manage client intelligence strategy – directly owning or influencing multiple sources of client feedback mechanisms (client satisfaction surveys, relationship sentiment studies, onboarding survey, client advisory panel, and more), to bring actionable insights around our clients moments that matter, their expectations and ways to exceed those expectations
List of Typical Skills For a Client Experience Manager Resume
1
Skills For Senior Client Experience Manager Resume
- Strong organisational, project management and change management skills
- Good communication skills- interpersonal written and verbal
- Basic data analytics skills – ability to critically review the feedback and develop Mercer wide insights and actions to deliver to the business
- Skilled in negotiating and influencing others
- Influence and/or manage client contact strategy by designing and implementing omni-channel, multi-touch journeys around client decisions, priorities and needs
- Three to seven years of direct experience managing client relationships
- Strong understanding of corporate cash management principle and treasury acumen
- Past experience interacting with clients, senior management and Project Management
- Experience in business operations, process redesign, or consulting role, in a Sales or Customer Service context
2
Skills For Digital Client Experience Manager Resume
- A service professional of the highest standard with the strongest level of customer focus
- Experience in the financial services or related industry with a client service background
- At least 3, preferably 5 years of experience in the mutual fund or financial services industry, with an emphasis in customer service
- Experience in the mutual fund or financial services industry, with an emphasis in customer service
- Experience of
- Continuous imrprovement experience or mindset
- Certified Financial Planner, CWS or equivalent experience
- Previous experience in an service/account management role
- Collaborate with teams to understand how existing data and patterns can be leveraged in the web experience to improve conversions
3
Skills For Private Client Experience Manager Resume
- Create an advisory board to understand pain points in the web client support experience
- Decisive and proven track record of driving results
- Leverage people, process and technology improvements to optimize customer experience. Engage the entire organization as needed to develop and deliver solutions
- Present the Texas Capital Bank’s Client Experience vision, training and methodology throughout the organization
- Create and manage client experience surveys for internal and external clients
- Monitor and analyze client experience metrics
- Deliver prompt, effective, friendly and professional communication to internal and external clients
4
Skills For New Initiatives & Client Experience Manager Resume
- Identify process improvement opportunities for the client experience
- Partner with internal departments to ensure efficiencies for the client experience
- Client experience focused responsibilities
- Demonstrated ability in stakeholder management with sound commercial acumen
- Drive the design, execution, and evolution of the SMB Customer Experience strategy
- Handling Client queries and Managing key products like USD Clearing/LC’s/Worldlink/Cheques/Bank Guarantees/Reimbursements etc
- Acting as client advisor in the client’s interest while driving cross-regional and cross-functional process improvement opportunities
5
Skills For Avp-client Experience Manager Resume
- Negotiating and influencing others
- Understanding the needs of the client
- Coordinating interviewers for face-to-face client reviews
- Coordinate client relationship reviews (Scheduling, Preparing, Leading, Follow-Up, Implementation, Asset Allocation Review, Estate Document Review, Planning)
- Global Client Respect/Service: Dedicated to understanding and addressing client needs and establishing long-term credibility and relationships with clients
- Leverage insights to help shape both our client-facing and associate-facing value proposition via Marketing, associate communications, etc
6
Skills For Client Experience Manager Resume
- Technological Proficiency/ Knowledge: Proficient in utilizing reporting tools, applications, systems
- Technological Proficiency/Knowledge: Proficient in utilizing reporting tools, applications and systems
- Develop a test and learn strategy that supports marketing and operation plans while proving to impact the bottom
- Work a rotating shift, including midnights, weekends, and holidays
- General working knowledge of all applicable banking laws and regulations
7
Skills For Senior Client Experience Manager Resume
- Able to interpret, package and present insights - simplifying complex data to digestible sound bytes
- Comfortable communicating at all levels of the organization from executives to front-lines
- Lead cross-functional internal and external teams in meeting both short and long-term project deliverables
- Industry Knowledge: Well-developed working knowledge of the business and the upstream and downstream influences
- Assist in capital planning and expenditures consistent with NAS authorization levels
8
Skills For Digital Client Experience Manager Resume
- Passion for driving great client satisfaction
- Nurture a culture of connecting emotionally with employees and clients
- Collaborate closely with the voice of the customer teams to understand client paint points, assist in evaluating root cause
- Completion of training as assigned and or required
- Acts as client advisor in the client’s interest while driving cross-regional and cross-functional process improvement opportunities
- Provide guidance to division and business leaders to help them improve performance against client satisfaction, attrition and deepening
9
Skills For Private Client Experience Manager Resume
- Highly analytical and able to work with large amounts of data
- Task-oriented – drives projects and deliverables through to completion
- Innovate and proactively manage and understand customer needs
- Participate in the preparation of agendas for the Quarterly Insights Workshop to generate higher level learnings and action plans to improve performance
- Provides day-to-day management and support to customer service staff. Champion customer-centric culture inside and outside the call center cultivating an environment of trust, teamwork, and ownership
10
Skills For New Initiatives & Client Experience Manager Resume
- Drives operational alignment across supervisor teams and functional areas, positioning the organization with high-caliber talent through improved hiring strategies, coaching and development
- Determines training needs and establishes programs. Performs periodic training quality assessments to ensure training standards are met. Coordinates training to ensure timely and consistent training delivery
- Strong knowledge of customer satisfaction drivers and strategic planning to achieve desired business results
- Very good understanding of business processes, tools and techniques required to develop an engaged customer and employee environment
- Partners with internal Account Management teams to ensure department processes and procedures align with customer needs as the business evolves
- Self-starter who possesses the ability to work cooperatively with a tam of customer service providers and other members of the management team
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