Director Of Client Services Resume Samples

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Directors of Client Services make sure the highest levels of client servicing are provided. Typical example resumes for this job list duties such as building strong client relationships, training and motivating the client services team, detecting new business opportunities, and developing client servicing procedures. Qualified candidates demonstrate creativity, customer service orientation, expertise in their given industry, excellent communication and interpersonal skills, and computer competencies. A high school diploma or a degree in customer care is required for this role.

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1

Director of Client Services-ct Lien Solutions

Challenged to drive productivity and efficiency improvements within the Houston Product Support Call Center, Pune-India Call Center and the professional services team. Assumed leadership for all staffing, training and development, work allocation, performance management, process reengineering, best practices and customer management. Instituted dashboards, performance metrics, call automation and call center training. Leveraged existing software applications to improve productivity, and introduced panel interviews and behavioral-based interviewing that significantly improved staff recruitment and retention.

  • Restructured Houston product support operations and recruited new team members that improved call quality and client satisfaction and increased case productivity by 63%.
  • Replaced 75% of professional service team and boosted team's technical acumen that drove productivity up 59% while tripling revenue generation.
  • Doubled Pune-India Call Center productivity by facilitating an aggressive cross-training effort.
  • Bestowed "Achievers Club Award" in 2010 for unprecedented performance in team leadership, customer satisfaction, revenue generation and profitability.
Candidate Info
21
years in
workforce
3
years
at this job
BA
Economics
2

Director of Client Services

Head Client Management team for Marketing Communications firm focusing on luxury clients. Function as single point of contact for Marketing, HQ and Field sales staff, Technical staff and others in support of 2-3 contractual clients. Responsiblilities include project management for software and content based projects, managing client expectations and ensuring clients adhere to contracts, coaching/training client users on system software as needed. Provide Market Research support as needed.

  • Used monthly premium sports sedan sales data to estimate sales impact on client model from Panamera intro and Jaguar XJ relaunch (2009-2010)
  • Fielded and analyzed first on-line Owners' survey after client re-launch in North America, results implemented in re-design of client's main product for 2008 model year
  • Partnered with client in design, implementation, tracking and follow-up for 2 years of direct mail programs which increased leads 140% to 230%, generated 16,000 test drives and an incremental month of sales
  • Recommended to Managing Partner that company drop SEO program because it was not meeting goals after multiple analyses of company website performance using Google Analytics
  • Generated excellent response rates to surveys for clients, over 12.5% for benchmark Owner's survey in 2006, average for DM follow-up surveys (2 years of surveys) was over 38%
Candidate Info
27
years in
workforce
11
years
at this job
BA
History & Economics
MBA
Master of Business Administration
3

Director of Client Services

Created a "client services" culture companywide; enabling us to increase our overall client satisfaction ratings from 8.05 to 9.10 out of 10. Response rates increased to 23% of service, sales, and installs

  • $6 million in inbound sales revenue, and $1.8 million in outbound sales revenue with agent productivity averaging 63.45%
  • Designed staffing model that enable for optimal productivity, moving most of the agents to 4 10 hour days.
  • Combined inbound and outbound contact center handling over 500k contacts made up of voice, emails, and chat.
  • Service level achievement of less then 2.5% annually
  • Created a compensation plan that was focused on agent productivity and revenue generation.
  • Increased average order value per call by 15% over 5 year average
Candidate Info
24
years in
workforce
5
years
at this job
BS
Business Administration
4

Director of Client Services

Elevated to lead six person team of Project Managers and Content Management Specialists responsible for the successful onboarding, implementation, and ongoing support of an integrated, multi-platform, multi-product guest services solution.

  • Redefined the company's project lifecycle in order to expedite the delivery of an integrated software solution from 120 days to 30 days.
  • Introduced a post implementation support structure that encompassed ongoing training and education for clients through the use of online videos, user manuals, live webinars, and professional service packages available for purchase.
  • Created incentive programs based on predetermined project milestones, and revenue goals.
  • Collected the business requirements for over 30 integrations and championed on behalf of the client in order to gain approval from R&D for specific features.
Candidate Info
13
years in
workforce
2
years
at this job
5

Director of Client Services Support & Portfolio Administration

Led portfolio management, sales operations, and corporate marketing. Directed contract setup and compliance. Responsible for revenue assurance, monitoring, and reporting of revenue attainment against goals. Developed and implemented processes and procedures to increase the effectiveness of sales and service staff. Led client proposal development and directed the development of new business opportunities.

  • Built infrastructure for managing client program portfolios totaling more than $150 million with focus on contract and financial management.
  • Created key performance indicators for monitoring the business development function and the system for maintaining and reporting results.
  • Directed development of more than 60 major proposals totaling more than $110 million annually, inclusive of securing the firm’s largest contract.
  • Led implementation of the firm’s inaugural customer relationship management system.
  • Created and implemented the firm’s business development opportunity screening and ranking method.
  • Introduced client account planning tools for a newly-developed sales and account management team.
Candidate Info
20
years in
workforce
3
years
at this job
BA
Political Science And Spanish
MA
International Public Affairs
6

Director of Client Services

Led the Client Services staff comprised of Technical Support, Knowledge Base and Training, and Client Success teams.

  • Guided and oversaw a staff of 6 team members and over 5,500 customers worldwide.
  • Developed, monitored and improved key performance metrics for operations including client satisfaction, productivity and efficiency data.
  • Planned, selected, and executed new departmental plans for training and success in functional areas to result in a profit center driven approach.
  • Managed strategic partnerships with both internal and external business units; identified business needs and opportunities globally; established priorities; and allocated resources to maximize client satisfaction.
  • Served as an escalation point for issues impacting both clients and the software product to reduce risk.
  • Provided thought leadership and best practices, both internally and externally, around business transformation.
Candidate Info
16
years in
workforce
1
year
at this job
BA
History
Leadership
7

Assistant Director of Client Services

Manage client projects from initial setup and training through monthly maintenance of data for AllPayor system

  • Interpretation of commercial and government managed care contracts for data modeling of reimbursement terms including billing and compliance with government regulations ensuring system accuracy
  • Data analysis of claim information for 30 clients totaling over $1B in claims
  • Responsible for reporting used in client month end process for calculating accruals
  • Maintained database information including CMS and Medicaid data files, together with troubleshooting issues with new data formats and upgrading tools to meet customer needs
  • Analyzed and reconciled financial information for hospital claims comparing estimated reimbursement to actual
Candidate Info
14
years in
workforce
11
months
at this job
BA
Business Administration / Finance
8

Director of Client Services

Created and implemented comprehensive strategic planning policies and program services.

  • Assured comprehensive client services that attended to both the advocacy and counseling needs of clients through collaboration with the Director of Counseling and the counseling staff.
  • Supervised, trained, and reviewed the performance of shelter manager, court advocates, law enforcement advocates, interns, and community support specialists.
  • Provided domestic violence education, safety planning, developed and facilitated weekly support groups in the community.
  • Provided mediation between staff and programs when necessary, facilitated staff meetings, created a team atmosphere that encouraged staff and supported the needs of clients.
  • Developed curriculum and provide domestic violence advocacy training to community partner agencies.
  • Prepared reports and correspondence for distribution to funding sources.
Candidate Info
20
years in
workforce
8
years
at this job
AA
Social Work
9

Director of Client Services

Built and led Client Services organization to deliver "second to none" customer service.

  • Achieved top ratings annually on "Voice of the Customer" survey.
  • Responsible for leading, directing and managing all activities within the Client Services call center as well as providing field sales support.
  • Instrumental in partnering with the sales organization in acquiring and retaining clients, working one on one with sales reps and clients.
  • Successfully built, trained and managed a traveling sales support team focused on providing sales coverage for vacant territories. Team was charged with maintaining and increasing revenue. Increased revenue in vacant territories on a consistent basis.
  • Directed and led team projects focused on continuous improvement.
  • Developed and managed budgets for the call center and executed below budget on a consistent basis.
  • HIPAA trained, knowledgeable and compliant
Candidate Info
35
years in
workforce
5
years
at this job
BS
Business / Healthcare Management
10

Director of Client Services and Corporate Sales

Coordinated the hiring, training, and overall performance of all Corporate Account Managers, Accounts Receivable Personnel, Client Service Employees, and Client Retention Specialist.

  • Hired and trained 2 members of Senior Sales Management.
  • Increased the Client Service "program current to date" metric in every year since 2009. Achieved a new company record in this category each year.
  • Introduced several new innovative strategies that have lead to a new company best in client retention.
  • Decreased days to pay in Accounts Receivable by 25% in less than 12 months.
  • Double-digit revenue growth in 2009, 2010, 2011, 2012, and on pace for a 20% growth in 2013.
  • Impacted the bottom line by $250,000 in 2013 by restructuring the client service department.
Candidate Info
12
years in
workforce
2
years
at this job
AA
Associate of Arts
BA
Business Administration

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