Customer Relations Manager Resume

CLIENT RELATIONS MANAGEMENT

Dynamic and results-driven professional with expertise in client development and account management seeking a position in client relationship management. Expertise in building immediate rapport, cultivating new opportunities, and maintaining client relationships; respond, resolve, and follow up on critical client technical issues to ensure complete satisfaction. Member of the Professional Practices Management System Team.

Areas of expertise include:

* Client Needs Analysis
* Client Management
* Performance Reporting
* Contract Management
* Team/Client Liaison
* Technical Issues Resolution
* Case Resolution Processing
* Client Technical Analysis
* New Business Development

PROFESSIONAL EXPERIENCE

CUSTOMER RELATIONS MANAGER
ABC CORPORATION, Wahpeton, ND, 20xx – Present

Manage a portfolio of more than $5 million, composed of 100 client accounts. Build new business through client cultivation and in response to requests for proposals. Provide exceptional service to clients throughout the sales cycle; perform needs analysis, consult on contractual issues, address technical concerns, and maximize new business opportunities. Liaise between clients and across the organization; respond immediately to client issues to ensure complete satisfaction. Measure and record client performance and generate progress reports regularly.

> Increased revenues by $2 million and propelled a client into #2/platinum level client ranking by playing a key role in the client electronic interface project.

> Saved a client and the possibility of contract termination by working in close collaboration with the client on accounting, technical, and company image issues.

> Selected as a member of the team to attain Professional Practices Management System (PPMS) business certification. Played a role in identifying and documenting processes for all client issues resolution, auditing, and operations procedures.

> Optimized client interaction, cultivated meaningful relationships built on instant rapport, and followed through on all client issues, which increased client satisfaction by 25% in just one year; earned a reputation with clients for providing customer service excellence.

> Designed a new process that addressed and resolved client issues; aligned utilization to launch of the new CRM software tool. Developed templates and an account management process for use before and after client visits.

> Implemented, analyzed, and presented data for a client satisfaction survey process, the first tool that compiled comprehensive client satisfaction results in 15 years of business.

CUSTOMER RELATIONS MANAGER
BCD HOME HEALTH CARE, Wahpeton, ND, 20xx – 20xx
Served as sales and service representative; provided clear and persuasive communication between the Medicare certified home nursing agency, referring physicians, discharge planners, and managed care companies. Formulated payor contracts and performed consultative selling.

> Demonstrated professionalism and integrity as a frontline corporate representative.

CUSTOMER RELATIONS REPRESENTATIVE (20xx – 20xx): Answered member inquiries; investigated and quickly resolved customer complaints. Managed high volume of client calls utilizing the standard HMO product.

EDUCATION:

Bachelor of Science in Business Administration, XYZ University, Wahpeton, ND, 20xx

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