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CLIENT SERVICES MANAGER

Accomplished and dynamic professional consistently recognized for effective operations management, who has demonstrated the ability to lead diverse teams of professionals to new levels of success in a variety of highly competitive industries, cutting-edge markets, and fast-paced environment. Strong technical and business qualifications with an impressive track record of hands-on experience in, strategic planning, business unit development, sales and marketing, and operations management. Proven ability to successfully analyze an organization’s critical business requirements, identify deficiencies and potential opportunities, and develop innovative and cost-effective solutions for enhancing competitiveness, increasing revenues, and improving customer service offerings, with ability to work effectively in busy environments with positive results. Proactive with excellent interpersonal and communication skills, experienced in working with different personalities including clients and vendors as well as working on own initiative.

Core Competencies
Client Relations • Trading Operations • Business Development • Account Management • Project Management
Negotiation & Presentation Skills • Strategic Planning • Operations Management • Sales & Marketing Strategy
MA Labor Law • Staff Training & Development • Leadership Development • HR Functions

PROFESSIONAL EXPERIENCE

AMICA Mutual Insurance Company – Raynham • MA
President 1/2009 – Present
Managed and developed sales goal for all branch of operations consisting of 175 total employees including 22 management level employees. Handled training and development of team leaders, production supervisors, and front line representatives. Executed work processing efficiencies and improving practices, exceeding corporate goals and initiatives. Managed front line sales representatives and Account Managers in exceeding state growth goals each year. Provided leadership development and coaching to employees to enhance leadership and communication skills. Managed and tracked new business, loss ratio results and retention utilizing metrics and reports. Established premiums for all personal lines products, branch budget including branch expenses, and competitive intelligence reports, provided input on annual business plans for the state of MA. Served as direct liaison between the operation and corporate office. Trained and hired staff, provided career and leadership development, and managed training classes consisting of 10+ trainees. Coached new manager trainees, managing and providing personal development to front line representatives and management employees in sales, service and claims. Provided coaching and mentoring to sales and service employees. Developed and introduced career development programs and reward recognition programs. Managed oversight of all hiring, warnings and termination processes. Improved work production and dependability, dealing with a varied amount of personnel issues and resolving difficult conversations with employees and management. Implemented Bi-annual goal setting exercises with entire staff including salary administration, appraisal writing, and administering appraisal reviews.
Key Highlight
• Successfully increased employee satisfaction results by 39% – the highest percentage increase in employee satisfaction in the entire company of 3000+ employees.

Sales and Client Services Manager 11/2006 – 1/2009
Handled forecasting, purchasing, and quality risk selection operations. Plotted the alignment of people, processes, policies, and branch revenue, optimizing balance between the service offering and goal. Improved and exceeded growth goals during hard market and rating plan revisions. Conducted extensive sales training for office, encouraging sales-oriented environment. Strengthened and implemented sales and growth initiatives and cost saving.

Sales and Client Services Manager 7/2004 – 12/2006
Created and implemented employee incentive pilot program, increasing work productivity and customer satisfaction. Served as member of the PA assigned risk state committee. Established growth goals and rating plan revisions for the company. Functioned as member of the corporate employee satisfaction initiative team.
Key Highlight
• Successfully awarded as Amica’s Manager Excellence Award in September of 2006.
Sales Supervisor 12/2003 – 7/2004
Handled underwriting casework and Account Managers. Performed workflow analysis to ensure quality of service. Handled additional management duties and development of others. Managed sales team, consisting of 18 representatives and two management level employees. Coordinated company policies and planning, contributed in succession planning for management staff positions and career options for other positions. Created, tested and implemented sophisticated systems, which process, store and analyze personnel data.

Senior Underwriter 5/2002 – 12/2003
Managed underwriting support team including raters, endorsement processors and technical staff. Evaluated branch casework, provided detailed recommendations for appeals, renewal reviews, and complaints including insurance department, policyholders, and complaints made to the President and CEO. Served as organizer of implementing electronic homeowner’s inspections project in all of our 39 branch offices. Performed paperless review of casework and developed workflows for the department of over 75 employees.
Key Highlight
• Successfully managed and directed a New Account Unit Team of 12 with the unit being the highest producing team countrywide.

Underwriter 11/1999 – 5/2002
Delivered hands-on assistance to 50 customer service representatives. Managed coaching a team of seven representatives.
Implemented sound underwriting decisions on casework. Interviewed, hired and trained new staff. Supervise and performed HR functions to eight customer service representatives.

EDUCATION AND CREDENTIALS

Bachelor of Arts in Sociology, 5/1999
St. Lawrence University, Canton, NY

CERTIFICATIONS & LICENSES

Certified Professional Coach (CPC), 2012
Coach Training Alliance

MA Property & Casualty Licensed
Integrity Selling Course Certificate
Integrity Coaching Course Certificate

PROFESSIONAL DEVELOPMENT

Associate in Personal Lines (API Designation)
CPCU Candidate
Institute for Management Studies Course (IMS) – The Leaders Others Want to Follow – 2010
Institute for Management Studies Course (IMS) – The Emotionally Intelligent Leader – 2011
American Management Association (AMA) New Managers Managerial Development Program – 2006

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