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Skills

  • Insurance billing
  • Client billing and invoicing accuracy
  • Administrative support
  • Dispute resolution
  • Communications
  • Advanced Excel (pivot tables, VLOOKUPs, macros)
  • Client Satisfaction Improvement
  • Program regulatory compliance
  • Project organization
  • Forecasting expertise

Work Experiences

  • Conducted research and made quick decisions in order to arrive at efficient and effective solutions.
  • Achieved results over two years.
  • Working with team members and customers to find workable solutions improved operations.
  • Achieved results for key accounts within 8 months.
  • Answered 9 phone calls per 6 months to assist customers.
  • Increased profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
  • Achieved growth in challenging markets.
  • Authored weekly client performance reports, consistently praised for clarity and actionable insights from top leadership.
  • Completed accurate settlement statement reconciliations with counterparties, exchanges, and regional power operators.
  • Actively managed a pipeline of 2 prospects.

Summaries

  • Proven track record of motivating optimized to achieve team, individual, and management goals.
  • Over 6 years of experience working as a Client Service Associate for a company in Customer Service.
  • Ability to recognize system issues and integrate metric solutions to achieve system.
  • Energy distribution is balanced, needs are forecasted, and long-term trading relationships are established.
  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Developing and promoting excellent risk assessment and client relations abilities.
  • Client Service Associate is a hardworking and dependable Client Service Associate who excels at stakeholder engagement and strategic planning.
  • Accomplished in managing teams during product launches, collaborating with internal departments to contribute to revenue growth of 4.
  • Dedicated Client Service Associate with a track record of successfully managing multiple projects.
  • Working with gas, oil, and electricity derivatives to maximize efficiency and profits is part of his background.

Accomplishments

  • Successfully leveraged Power BI to track KPIs, revealing a 41% client satisfaction score improvement over 2015.
  • Developed and implemented a tailored communication strategy, increasing repeat business among existing clients by 33%.
  • Enhanced client engagement through Adobe Creative Suite, achieving a 33% increase in client interaction and response rate.
  • Spearheaded the migration to Asana, improving client data accessibility and leading to a 45% rise in employee productivity.
  • Onboarded 18 new clients in process, increasing the firm’s client base by 54%.
  • Reduced client churn rate by 79% through the effective use of CRM tools such as Salesforce and HubSpot.
  • Led a client feedback initiative aimed at optimizing service offerings, which increased service recommendation scores by 17%.
  • Created dynamic presentations showcasing client portfolio performance, leading to a 26% increase in client retention.
  • Proficiently managed client communications in highly regulated environments, maintaining a 11% adherence to industry laws and guidelines.
  • Optimized client interaction points via Salesforce/HubSpot, resulting in improved client communication efficiency by 42%.

Affiliations

  • Member of the American Association of Daily Money Managers (AADMM), keeping current with best practices in client billing and financial documentation.
  • Recipient of the Multilingual Client Service Excellence Award by Brightline, recognizing communication expertise in Japanese within multicultural settings.
  • Awarded the Client Communication Professional Certificate by process, focusing on effective client management using communication platforms like Adobe Creative Suite.
  • Certified member of the Institute of Customer Service (ICS), adhering to globally recognized standards of client care and satisfaction.
  • Active participant in the Client Experience Professional Association (CXPA) to stay up-to-date on the latest client engagement strategies and improve service delivery.
  • Completed Client Experience Certification from Customer Experience Institute (CXi) to provide personalized, one-on-one guidance to clients.
  • Certified participant in Harvard's Contract Negotiation Program, successfully deploying negotiation tactics for high-value client agreements.
  • Certified Financial Services Associate (CFSA), an advanced designation for expertise in handling high-value client accounts and developing wealth management strategies.
  • Affiliated with Toastmasters International, refining presentation and communication skills for delivering complex financial concepts to clients more effectively.
  • Accredited by the Client Service Alliance (CSA), staying up-to-date with innovations in data reporting, billing accuracy, and account planning.

Certifications

  • Certified Customer Relationship Manager (CCRM) - Vantage
  • Negotiation Mastery for Client Service Professionals - framework, 2019
  • Professional Customer Success Manager (PCSM) - Harbor & Co.
  • Customer Service and Support Specialist - process, 2022
  • Series 63 Certification - North American Securities Administrators Association (NASAA)
  • Apple Certified Associate (ACA)
  • First Aid/CPR
  • Certified Personal Banker (CPB) - system, 2023
  • Certified Microsoft Dynamics 365 Fundamentals - Tableau
  • HIPAA Certified Professional (HCP) - Vantage

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