Experienced CSM with a strong skill set in client relationship management within the real estate industry and Ecommerce industry. Proficient in nurturing relationships with clients, identifying growth opportunities, conducting check-ins to ensure satisfaction, managing escalations, collaborating cross-functionally, and providing insights for customer strategies. Proven ability to lead teams, manage inquiries, onboard new clients, and implement standardized training programs while leveraging CRM software for enhanced service quality and efficiency.
April 2020 – Present
Client Success Manager / Team Manager
Acted as the primary point of contact for a portfolio of customers and developed strong relationships with key stakeholders.Collaborated with clients to identify areas for growth and improvement and provided solutions that met their business goals.Conducted regular check-ins with clients to ensure satisfaction and to identify new opportunities for engagement.Managed clients escalations and worked with internal teams to provide timely and effective solutions.Collaborated with cross-functional teams to ensure successful customer onboarding and adoption.Analyzed customer data and provided insights to inform customer strategies and drive business growth.Led a team of virtual assistants providing support to real estate professionals and Investors.Managed and tracked customer inquiries, ensuring timely and accurate responses.Oversaw the onboarding of new clients, assessing their specific needs and matching them with suitable virtual assistants.Implemented a standardized training program for virtual assistants to enhance service quality and consistency.Utilized CRM software to maintain customer records, track interactions, and identify areas for improvement
March 2019 - April 2020
Alorica – Operation Manager
Supervise and lead a team of Team Managers and CSRs, providing guidance, coaching, and support to ensure they meet performance targets and deliver exceptional customer service.Facilitate the onboarding process for new Team Managers, including orientation, training, and providing them with the tools and resources necessary to succeed in their roles.Monitor and assess the performance of Team Managers and CSRs, identify areas for improvement, and implement strategies to enhance productivity and efficiency.Provide strategic guidance to the team to drive growth, process improvements, and efficiencies. Identify opportunities for enhanced profitability and potential new business ventures.Ensure that team initiatives align with the overall business strategy of the organization.Maintain strong working relationships with external clients and actively engage in client-facing activities.Translate client requirements into actionable program -----------tablish open and transparent communication channels to address all aspects of program performance.Proactively anticipate client needs and provide guidance to the Senior Management team to address them before they become issues.
December 2017 - March 2019
Alorica – Team Manager
Demonstrates understanding of business strategy and how its function fits into the big picture; carries out functional and technical tasks required. Creates good team turnout/attendance; promotes sense of urgency.Manages day-to-day operations and delivers customers (internal-external) requirements based on the highest standards set. Supports team productivity and efficiency by being timely, available, and innovative; drives and delivers -----------stills passion for excellence; respects quality and standards; yet seeks improvement and involvement in process improvement. Identifies potential and develops leaders; encourages growth, development and teamwork; cultivates maturity, independence and mindfulness.
February 2015 – December 2017
Alorica – Senior Reports Analyst/Reports Analyst Supervisor
Directly communicates with Alorica’s Vendor Manager and ClientsResponsible for planning and creation of a monthly incentive budget for each of the handled programs. Monitor and drive program efficiency by making sure that Service Level/Interval Adherence is -----------velops and implements different processes to improve KPI scores and efficiency.Create and maintain agent, supervisor, and manager's monthly scorecard.Participate in regular client calls including preparation of reports, discussion of trends, update meetings regarding SOW.Works across with other support groups (Quality, Workforce, Training) to gather requirements and specifications while developing enhanced data and reporting tools and to devise solutions to enhance reporting and data management.Manages the team roster for the whole enterprise that consists of 1200 FTEs including 4 LOBs in 5 Sites.Create and Maintain daily reports showing key performance metrics which are available for technical and non-technical -----------tomate report using VBAProficient Excel knowledge/skill in managing large data sets using advanced formulas, Pivot Tables, and Graphs.POC for mycheckpoints – a web-based tool that gamifies productivity and is considered as Alorica’s employee engagement platform. Conducts interview and onboarding/training of newly hired reports analyst.Train team managers on how to follow company standards and procedures when creating reports.Conducts routine audits to ensure a high level of security, accuracy, and efficiency in every report.
March 2013, 2014 – February 2015Alorica – Listener Care Representative Ensures brand loyalty through customer satisfaction on first contact, by completely and skillfully utilizing all available resources provided for by the client and the -----------tablishes good customer relationships by responding to customers with the utmost professionalism, patience, and empathy.Maintains data integrity by providing accurate and correct information to customers and ensuring data entered into the client and the company-provided system is truthful and complete.Ensures that knowledge and skills are maintained and developed by initiating to read, learn and apply program, policy, and product updates.Actively participates and contributes to key initiatives and improvement activities by his/her team, the program, the client, and/or the company.Strives to meet performance standards based on client-set and company-set targets.Religiously abides by policies and procedures imposed by the client, the program, and the companyPromptly escalates questions/concerns/issues with regards to the customer contacts, resources, and the system as experienced in the course of duty.
June 2011 – March 2013American Data Exchange – Administrative AssistantNovember 2010 – June 2011American Data Exchange – Data Controller
