highly motivated professional with experience in Client service management, people management, project and operational management . More than 21 years’ experience in a Client service environment. The ability to establish a strong dialog (through insightful creative content) between companies resulting in great innovative and effective partnership.
A Strong experience in driving Global brand sales divisions, coaching and managing Client service orientated teams within key accounts.
Ability to drive and support large operational teams within all Corporate client sectors with adding value to client business through Ci2/Six Sigma and frontline approach models in the Technology and software Business sectors.
Experience
Hirsch Dynamics
Mar 2022 – Nov 2022
Vienna Austria
Key Account and Relationship Manager
• Built and maintained relationships with new and existing clients while providing high level of expertise.
• Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
• Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
• Worked with clients to address and respond to client and partnership management issues.
• Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction.
• Operated in self-directed environment with minimal input to solve problems and implement resolutions.
• Networked with business leaders and executives to identify clientele within local community.
TELEPERFORMANCE
Apr 2010 – Mar 2022
Global
Global Client Services Manager
• Responsible for account management including partnership, agreed contractual KPI's, operations and Client cost reductions plus language implementations across Global sites
• Senior team leader supporting/mentoring/Driving successful multi lingual Global client support teams including Client Service Team management
• Experience working with multiple brands including
• Software/e-commence and Electrical product clients in the US /Europe and Asia supporting their client business and adding innovational improvements to their business
• Global team alignment/best practice model implementation and single site solutions
• Onboarding of new clients
• Successful management of existing clients
• Regular review of contracts to ensure reflective of current services included
Identifying additional sales opportunities
• Managing client off boarding
• Delivering service that meets SLA and delights the customer (achieve a high customer satisfaction)
• Project management/innovations
• Client cost reductions and added value through Ci2
• Achieving productivity improvements (Value for customer & enhanced margin) Transforming and growing the business (Further profitable service revenue)
• Developing strong relationships and teams (Strong network in place & people development)
Arvato
Oct 2006 – Jan 2010
Netherlands
Senior Operations Manager
• SLA's, Productivity and Operations
• Manager of a team of 5 Supervisors and 40
• International client service representatives
• Agent engagement and innovations for cost reductions through KPI/target review and Best practise sharing
• Individual target assessment (weekly & monthly) on a one to one basis
• Maintain strong partnership between Arvato
• Services and ABN Amro Acquired the National Contact Center Partnership Award
