Service Relationship Manager Resume Sample
Cordelia Ebert
9623 Legros Ridges,
Phoenix,
AZ
+1 (555) 346 0973
Work Experience
Service Relationship Manager
03/2017
-
PRESENT
New York, NY
- Support document collection from merchants such as maintenance of KYC, bank account details, iMerchants setup, terminal requirements, adhoc requests, etc
- Review Report for dropped transactions and coordinate responses from merchants on Fraud Alerts, compliance, etc
- Complies with Citibank policies and procedures to ensure safeguard of Citibank's and customers’ asset
- Process and review W8 / W9 forms, Secured Form, STP Phone, AIR, SPF (new and renewal) etc
- Manage and ensure adherence to customer ROE – OWSP Brokerage accounts / Exit country
- Comply with Citibank policies and procedures to ensure safety and security of bank’s and customer's asset
- Prior client management experience and demonstrated client service competencies
- ETD product knowledge e.g. ETD exchanges and products, margining, deliveries, risk management, cash and collateral management, foreign exchange
Senior Service Relationship Manager
04/2014
-
01/2017
Detroit, MI
- Open minded person with strong communications, presentations and analytical skills
- Work quickly and efficiently on multiple tasks at once
- Team player and works well under tight deadlines
- Full adherence to compliance, legal and regulatory standards; satisfactory audit rating
- Servicing - make every service engagement a wow experience for clients through ensuring sincere, timely and effective completion of client’s requests
- Support cross-selling and ensure all referrals are followed up promptly (e.g., mortgage, bancassurance, etc.)
- Identify recurring problems caused by DB’s internal process and provide resolution
- Develop a sound knowledge of Citi’s retail banking products to identify referral opportunities for the branch sales teams
Annuities Service Relationship Manager
12/2006
-
12/2013
Dallas, TX
- Dimensions of the Job - The personnel at the branch responsible for superior customer experience for service requests
- Handles service delivery for the branch channel for customers interacting/visiting the branch walk-in as well as voice based
- The primary function of this role is to achieve the following
- The personnel at the branch responsible for superior customer experience for service requests
- Process Implementation, mentoring and training of new joiners
- Listening to, and acting upon, customers’ concerns and needs to address and improve their perception of Thomson Reuters service across accounts
- Establishing key relationships within the customers’ service and support organizations
Education
University of Alaska Southeast - Ketchikan Campus
2001 - 2005
Bachelor's Degree in Management
Professional Skills
- Accomplished verbal and written communication skills, using effective questioning and active listening skills to understand customer needs
- Experience/Skills:Ø 3-5+ yrs. Account Management or 3-5+ yrs. Client facing
- Work under pressure across multiple tasks while effectively prioritizing critical issues
- Well developed inter personal and relationship building skills across all levels of the business
- Graduates with >=5 years ofexperience; post graduates with >=2 years of experience
- Proven experience in project management and project coordination
- Exceptional written and oral customer service and communication skills
How to write Service Relationship Manager Resume
Service Relationship Manager role is responsible for english, payroll, finance, training, security, telecommunications, architecture, planning, reporting, design.
To write great resume for service relationship manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Service Relationship Manager Resume
The section contact information is important in your service relationship 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 Service Relationship Manager Resume
The section work experience is an essential part of your service relationship 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 service relationship 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 service relationship manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Service Relationship Manager resume experience can include:
- Effectively articulate the value of Fortinet’s offerings to stakeholders and interested parties
- Communications -- communicating clearly, succinctly and effectively
- Communications – communicating clearly, succinctly and effectively
- Good human interaction skill and customer service oriented
- Proven ability to manage and deliver through influence, develop, establish and maintain effective virtual teams
- 3-5+ yrs. Proven experience in project management and project coordination
Education on a Service Relationship Manager Resume
Make sure to make education a priority on your service relationship manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your service relationship 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 Service Relationship Manager Resume
When listing skills on your service relationship 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 service relationship manager skills:
- Technical Skills: we require specific experience managing large services of data networks (LAN/WAN) or IT (1st - 2nd - 3rd level)
- Strong people management experience within a contact centre and/or operational environment are a priority
- Well-developed and effective communication skills, high level of written English is required
- Support sales with the renewal process, ensuring quotes are accurate and have been validated prior to submission
- Perfect communication skills in a client facing context
- Perfect communications skills in a client facing context
List of Typical Experience For a Service Relationship Manager Resume
1
Experience For Senior Service Relationship Manager Resume
- Exposure to IT portfolio planning, reporting, prioritization, governance and budget
- Demonstrate an understanding of technology, data content and financial markets
- 2+ yrs. People / Project team management or 2+ yrs. in the field of payroll services/outsourcing experience
- Drive continual process improvements to achieve business goals and maximize customer service experience
- Work closely with the TAC organization to ensure the technical input is obtained and validated
- Ability and enthusiasm in animating virtual and face to face meetings involving international parties
- Oversee in-flight orders and regrades, ensuring these are delivered to the satisfaction of key stakeholders internally and externally
2
Experience For Service Relationship Manager, Americas Resume
- Ensure service delivery across Fortinet and meet or exceed operational KPIs by verifying delivery on a regular basis
- Focuses on service quality and maximizing customer satisfaction
- Maintain an intimate understanding of Fortinet product overview, support and service capabilities and limitations
- Deliver and contribute to reporting packages
- Lead ticket reviews ensuring appropriate responses from delivery teams
- Ensure delivery teams meet their contracted obligations by following through with management on corrective actions
- Review deployed asset and contract registration on a monthly basis advising the account team of any risks or concerns
3
Experience For Annuities Service Relationship Manager Resume
- Maintain an intimate understanding of Fortinet support and service capabilities and limitations
- Carry out case ticket reviews with the intention of providing constructive feedback to the relevant support teams
- 2+ yr. Account management or 2+ yr. Client facing
- Portfolio management and case management using the CRM tool
- Manager of Service Relationship (direct reporting)
- An analytical approach to commercial acumen
4
Experience For Service Relationship Manager, ANZ Resume
- Operations functions include but not limited to
- Produce clear written updates to be delivered to customers for all escalations
- Build management relationships within the customer bases and understand the customer’s business practices/procedures
- Produce internal reports, weekly and monthly on escalations and highlight issues to upper management
- Establish and Maintain Relationships with key stakeholders within the client organization and ADP
- Communicate regularly with clients to evaluate service satisfaction in line with KPI performance metrics reporting for analytics, progress reporting and action planning
5
Experience For Gcg-service Relationship Manager Resume
- Conduct monthly Service Reviews to provide value to clients and ADP by analyzing operational trends against SLA, and working with operational teams to identifying gaps and coordinating with ADP and clients to drive consistent quality of service delivery and service improvement
- Act as primary point of contact for client escalation through resolution/tracking and assess impact of issues and assist in determining appropriate courses of action
- Participate in the client service transition meeting with implementation and operational teams to clarify internal team and client organization R&R, outstanding implementation issues to ensure successful transition to
- Ensure synergy between sales and service teams and exercise due diligence and independence while reviewing the transactions for Hi-Po Relationship Managers
- Provide referrals to HiPo Relationship Managers when customer expresses interest in knowing more on products and services
- Develops and agrees Customer Service Plans ensuring ease of contact and escalation paths into BT
6
Experience For Service & Relationship Manager Resume
- Provides quantified quality of service action plans which detail remedial actions
- The Hub Operations Analyst delivers excellence in operations support to Retail Bank. The team of Operations Analysts works to ensure Citibank’s good customer data hygiene and provide operational support to enable front-liners to maximize their productivity
- A creative & action-orientated attitude to implement and manage support strategies and operational processes for the in-direct channel customer base
- Establish and maintain strong client relationships internally and externally through collaboration & inclusiveness, using the power of diverse teams & individuals working together to deliver outstanding performance
- Ensure customer needs are met and exceeded in terms of SLA’s and ensure credits are paid in the event SLA’s are not achieved
- Ownership of customer operational issues and incident management, escalation & resolution, problem management and root cause analysis of complex issues
- Initiate, chair, participate and manage actions from customer service reviews
- Analyse and identify actions from KPI levers to drive customer satisfaction
7
Experience For Service Relationship Manager, Collins St Resume
- Liaise with Sky Change Management to understand the impact of changes and maintenance on customer networks and manage & facilitate customer feedback regarding maintenance
- Ensure all operational procedures and processes are defined, agreed and implemented and propose and deliver improvements to any processes where necessary
- Create and implement key support documents by which customers interact with the technical and support teams
- Analyse customer reports and where appropriate include additional insight and detail
- Mentor and point of escalation for the Associate Service Relationship Manager within the In-Direct Channel Team
8
Experience For ETD Client Service Relationship Manager Resume
- Support the Commercial Team in partner growth and retention strategies
- Dimensions of the Job - The personnel at the branch responsible for superior customer experience for service requests. Handles service delivery for the branch channel for customers interacting/visiting the branch walk-in as well as voice based
- Timely and responsive handling of complex Service-related questions
- Relationship building and liaison with Distribution, Service Departments, Internal/External Wholesalers, Financial Advisors, Back Offices of Sales Organizations
- Operations Business Leaders, Product Development and Exception Review Committee
- Service Improvements via RCA (Root Cause Analysis)
- Influence without authority, work with senior managers across functional groups inside and outside Service
9
Experience For Cbna-gcg-service Relationship Manager Resume
- Extraordinary attention to detail, accuracy and quality
- Act as the customer non-technical primary Point of Contact for Services and Support
- Responds to questions and queries on services
- Works with the services delivery teams towards the customer, the sales teams and any other internal or external organizations
- Ensure that quality services are delivered with regard to the agreed SLA
- Address any customer satisfaction issues across the customer's organization and follow up
- Ensure the correct setup of services and support and provide continuity of delivery
10
Experience For Service Relationship Manager, Perth Resume
- Ensure Fortinet deliver excellence and the customer’s perception of their services and products are of a world class standard
- Act as the customer’ Single Point of Contact for Services and Support issues, facilitating conference calls, meetings and engaging the appropriate resources
- Manage all escalations from receipt to a successful conclusion, ensuring all relevant parties are available to resolve the customer’s requirement
- Own Customer Success by developing Service & Support Plans
- Ensure delivery across the customer’s organization and meet or exceed operational KPIs
- Drive continual process improvements to achieve business goals and maximize customer service
List of Typical Skills For a Service Relationship Manager Resume
1
Skills For Senior Service Relationship Manager Resume
- 1+ yr. Proven experience in project management and/or project coordination
- Working in partnership with Go To Market to drive improvements to the customers’ experience, improve customer retention and reduce service risks
- Experience of having worked in a consulting environment
- Knowledge and practical experience of working in or with at least one of the following sectors
- Banking experience ideally in client servicing
- Banking experience ideally in client-servicing
- Analytical Ability -- effectiveness in analyzing situations and identifying key issues
2
Skills For Service Relationship Manager, Americas Resume
- Good understanding on the application of digital technologies
- Excellent practice of knowledge sharing and knowledge use
- At least two years of banking experiences
- Adaptability -- maintain performance under pressure to ensure effective decision making
- Adaptability – maintain performance under pressure to ensure effective decision making
- Ensure the customer is correctly transitioned and setup, deliver awareness on how services and support operate enabling continuity of delivery
3
Skills For Annuities Service Relationship Manager Resume
- Strong grasp of site-specific systems, products and Service processes
- Strong attention to detail, accuracy and quality
- Strong grasp of motivational management and synergy in a fast paced work environment
- Experience in frontline service
- Experience in branch frontline service
- Post graduates with >=2 years of experience
- Experience in Sales / Negotiation management and Strategic management
4
Skills For Service Relationship Manager, ANZ Resume
- Experience with autonomous or connected vehicle projects
- Related operational, account management, project management or implementation experience with HR, payroll, HRIS and/or system implementation
- Proven ability to build and develop customer and internal relationships both face to face and over the telephone
- Team player, strong affinity for small team dynamics and synergy in a fast paced work environment
- Excellent knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Planning and execution -- defining and measuring business goals, monitoring progress, taking action when necessary to rectify situations and meet deadlines
- Planning and execution – defining and measuring business goals, monitoring progress, taking
- Reviewing, researching and evaluating business issues
5
Skills For Gcg-service Relationship Manager Resume
- Developing resolutions, recommendations and facilitating exception considerations by
- Tracking of key MIS to assess the Business’ compliance with bank policies and regulations
- Partnering with Operations Business leadership to present analysis and research findings for
- Reporting: provide weekly and quarterly updates to the customer and visit on an agreed frequency, work with the customer and agree 90-day plan each quarter
- Working with account teams to help them understand how best to address their customer’s service needs and how they can contribute to service improvement
6
Skills For Service & Relationship Manager Resume
- Manages escalations and incidents by hosting conference calls, facilitating actions and producing customer facing updates
- Manage all customer situations including high profile escalations producing updates, driving resolution and providing clear feedback
- Proactive -- taking responsibility for making things happen
- Teamwork -- collaborating with and promoting collaboration
- Relationships -- building and sustaining key relationships to build a successful business ecosystem
- Service DNA -- understanding customer service excellence inside-out and identifying areas for improvement on a daily basis
- Relationships – building and sustaining key relationships to build a successful business
- Service DNA – understanding customer service excellence inside-out and identifying areas for
- Process implementation, mentoring: & training of new joinees
7
Skills For Service Relationship Manager, Collins St Resume
- Facilitate escalation meetings as required, tracking situations and reporting back on action plans
- Act as the management “Single Point of Contact” for customer escalations, facilitating conference calls, meetings and engaging the appropriate resources
- Proactive – taking responsibility for making things happen
- Teamwork – collaborating with and promoting collaboration
- Identify variances in SLA performance, agreeing corrective actions and implementing improvements
- Attend regular meetings with the customer to ensure their level of understanding of services purchased and being delivered
- Manages the customer on-boarding process, including the creation of support plans, escalation matrixes, Fortinet portal overviews and Asset registration
8
Skills For ETD Client Service Relationship Manager Resume
- Analyze customer incidents determining how they have been handled; introduce efficiencies by amending process where applicable
- Ability and enthusiasm in animating virtual meetings involving international parties
- Primarily serve the Select and Citigold customers on Wealth Management Banking needs
- 3-5+ yrs. Account Management or 3-5+ yrs. Client facing
- Knowledge of banking products and services as well as exposure to Trade Operation would be an advantage
9
Skills For Cbna-gcg-service Relationship Manager Resume
- Creative & action-orientated – A belief in forging your own path through the power of new ideas and the resilience to make them happen
- Technical expertise -- up to date high level telecommunications and internetworking
- Influence -- using appropriate interpersonal styles and methods of communication to influence others positively to meet objectives of all parties
- Technical expertise – up to date high level telecommunications and internetworking
- Influence – using appropriate interpersonal styles and methods of communication to influence
- Participate in and sometimes lead the ‘daily huddle’ before branch opening
- Lead, own and develop a high performing relationship with your assigned directorate
- Chair end user service reviews and service reporting
10
Skills For Service Relationship Manager, Perth Resume
- Technical expertise – up to date but high level knowledge of networking & security
- Influence – using appropriate interpersonal styles and methods of communication to influence others positively to meet objectives of all parties
- Ability and competence to write technical material and documents using applications such as Power Point, Word and Visio
- Perform problem management / root cause analysis exercises to look at specific complex issues / trending of issues
- Complete acceptance into service and on-boarding for new customers
List of Typical Responsibilities For a Service Relationship Manager Resume
1
Responsibilities For Senior Service Relationship Manager Resume
- Create, maintain and managethe action log to improve the clientexperience
- Knowledge and experience with Thomson Reuter’s products and technologies
- Effective communicator within Thomson Reuters and externally with customers
- Exposure to ServiceNow, Agile, and DevOps operating model
- Build executive/senior relationships within customer and understand the customer’s business practices/procedures, business drivers and corporate culture
- Address any customer satisfaction issues across the customer’s organization and follow up with the relevant stakeholder
- Assist with RFP responses for innovative service solutions in conjunction with Sales to meet the customers’ needs and requirements
- Ensure that quality services are delivered in accordance to the agreed customer SLA’s
- Manage all customer situations including high profile escalations providing regular updates, driving resolution and delivering clear and constructive communication
2
Responsibilities For Service Relationship Manager, Americas Resume
- Contract Management -- Manage, negotiate renewals and additional business as well as all other commercial transactions
- Client Engagement and Encouragement of references - Increase the reference client base by getting your clients actively involved in the ADP Streamline Client Reference Program and client survey initiatives
- Advocate your clients' needs and the efforts of other business units within the ADP organization that are outside your direct influence. Produce results while acting seamlessly as SPOC to the client
- Conduct regular Service Reviews on operational service delivery, and ADP updates on products and services
- Client Retention & Strategic Alignment --Build a good relationship with the client at senior management level by developing thorough knowledge of their portfolio, HCM strategies, industry and internal culture
- Service Delivery - Operational oversight of all services delivered and escalation management as SPOC (Single Point of Contract), problem solving and issue resolution
- Contract Management -- Manage, negotiaterenewals and additional business as well as all other commercial transactions
- Communications - Champion ADP´s brand, leadership products and services to ensure client engagement
- Conduct regular Service Reviews on operational service delivery, ADP updates on products and services
3
Responsibilities For Annuities Service Relationship Manager Resume
- Facilitate the client in the adoption of ADP Central Services and support them in the move to ADP Streamline´s service model (i.e. Consolidated Reporting, Connectivity Projects)
- Conduct regular Quarterly Business Reviewsto review andalign client & ADP strategy
- Monitor and oversee client performance under the terms of the agreed contract, including service delivery, service objectives,SLAs and operating level compliance
- Deliver service metrics in line with contractually agreed SLAs and client specifics
- Coordinate and manage AML/KYC and control-related projects & initiatives
- Microsoft Applications (Excel, Word, Outlook)
4
Responsibilities For Service Relationship Manager, ANZ Resume
- Experience in a finance related industry, preferably at medium to large sell- or buy- side firms, market data or finance technology vendor working directly with customers
- Drive and deliver resolutions to customer issues in a high-pressure time-sensitive environment, demonstrating ability to effectively network and influence, whilst always being customers’ advocate
- Relevant experience in branch frontline service
- Knowledge and experience with Thomson Reuters’ products and technologies
- 3-5+ yrs. Sales / Negotiation management
- 3-5+ yrs. Strategic management
5
Responsibilities For Gcg-service Relationship Manager Resume
- Sr Director of Service Relationship
- Finance Department (financial questions)
- Partner Managers (partner issues)
- Implementation Coordination (client handover)
- Global Relationship Management team
- Knowledge of IT Infrastructure and architecture components and how they interrelate to form a cohesive, end to end solution, including network technologies, operating systems, databases, middleware technologies
- Demonstrates initiative to explore new technology, processes and methods
6
Responsibilities For Service & Relationship Manager Resume
- Deliver complex assignments in a fast paced, intense environment with minimal supervision
- Core competencies in risk management, financial tracking, tracking dependencies and milestones, negotiating, business stakeholder engagement, disciplined change management processes and leadership
- Excellent oral and written communication skills with an ability to interact with all levels of the organization in a professional, diplomatic and tactful manner
- Plant operations or R&D background/experience
- Knowledge of software development processes and life cycles
- Lead by example, mentor new project managers and/or contractors on established processes
- Exposure to SCRUM, Six Sigma
- Overseeing all service and support initiatives for a designated portfolio of customers within a region / sub region, ensuring that customers’ service expectations are addressed and met
- Advocating the ‘voice of the customer’ internally to business, operations and delivery groups within Thomson Reuters, guiding them to understand the customer experience and make investment decisions pursuant to improving the customers’ experience
7
Responsibilities For Service Relationship Manager, Collins St Resume
- Drive results and influence the actions of others through communication, negotiation and persuasion
- Reasonable knowledge of data networks, IT systems and applications, which could be domestically and globally
- Experience of successfully supporting operational service relationships in a telecommunications environment ideally with a wholesale telecoms / wholesale network provider
- Demonstrable familiarity and understanding of data network technologies including Ethernet products
- In-depth knowledge of ITIL concepts and best practices such as major incident management, problem, change and SLA management. Ideally ITIL Foundation v3
- Highly organised, with an exceptional eye for detail and highly self-motivated
- Strong problem solving and diagnostic skills with the ability to logically think problems through to a final resolution within a high pressured and time-critical environment
- Resilient, with the ability to progress incident management actions through the organisation using escalation processes and influence to secure the appropriate resources
8
Responsibilities For ETD Client Service Relationship Manager Resume
- Aptitude to understand, extrapolate and communicate technical concepts
- Action when necessary to rectify situations and meet deadlines
- Improvement on a daily basis
- Passionate about high-quality Service delivery
- Enjoy research and resolution
- Influence without authority, work with senior business owners across functional groups inside and outside Sales and Service
9
Responsibilities For Cbna-gcg-service Relationship Manager Resume
- Great attendance and performance records
- Take full ownership and provide solutions to customers’ problems and ensure satisfaction of problem resolution
- Assist and support Citigold Executive and Relationship Managers
- Contribute to the development of the service relationship management framework and implement in line with agreed strategy. Following agreed Service architectures and standards
- Use Voice of the Customer, or similar process, ensure appropriate customer service update and feedback channels are in place
- Promote and embed service catalogues, service management processes, tools, suppliers and standards within the target end user community
10
Responsibilities For Service Relationship Manager, Perth Resume
- Provide primary point of contact for the key business stakeholders of Technology Service Operations
- Owns actions to resolve and / or escalate issues and improvement actions with customers
- Ensure the service catalogue is understood, and the services meet business requirements
- Provides reports, analysis and insights on service performance
- Collaborate with Technology Business Partners and other Technology Services functions
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