Diana Wallace
Wilmington
Summary
Client Manager dedicated to assisting account executives and account teams by performing administrative and client support duties associated with maintaining client accounts. Focused on ensuring excellent service standards and maintaining high customer satisfaction. Experience providing product and services information, and resolving any emerging problems clients might face with accuracy and efficiency.
Overview
18
18
years of professional experience
Work History
Client Success Manager
Snow Federal
08.2020 - Current
- Evaluated customer problems, implemented resolutions, and followed up with clients to manage additional problems and maintain satisfaction.
- Tailored customer relationships by determining expected needs and finding correct solutions.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Created customer support strategies to increase customer retention.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
Client Manager
ESI
07.2018 - 10.2018
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Developed compelling presentation decks to gain approval for ideas and communicate results.
Client Manager
YRCI
11.2014 - 09.2015
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Maintained client files, records of client interactions, client notes, and other information.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Performed duties and provided service in accordance with established operating procedures and company policies.
Client Manager
FBI
09.2007 - 07.2014
- Established performance and service goals and held associates accountable for individual performance.
- Maintained client files, records of client interactions, client notes, and other information.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Managed accounts to retain existing relationships and grow share of business.
- Implemented systems and procedures to increase customer service.
- Organized promotional events and interacted with community to increase retirement.
- Built relationships with customers and community to establish long-term business growth.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Performed duties and provided service in accordance with established operating procedures and company policies.
Education
MBA - Business Administration And Management
Jack Welch Management Institute
Herndon, VA07-2020
Bachelor of Arts - Business Administration And Management
Notre Dame of Maryland University
Baltimore, MD07-2007
Associate of Arts - Criminal Justice
Ball State University
Muncie, IN07-1993
Skills
- Troubleshooting
- Client education
- Stakeholder relationships
- Marketing tools
- Staff training
- Customer satisfaction
- Business growth management
- Risk mitigation
- Client onboarding
- Client relationship management
- Business operations
- Client engagement
- Customer retention
- Customer service and support
- Telephone etiquette
- Materials and documentation
Timeline
Client Success Manager
Snow Federal
08.2020 - Current
Client Manager
ESI
07.2018 - 10.2018
Client Manager
YRCI
11.2014 - 09.2015
Client Manager
FBI
09.2007 - 07.2014
MBA - Business Administration And Management
Jack Welch Management Institute
Bachelor of Arts - Business Administration And Management
Notre Dame of Maryland University
Associate of Arts - Criminal Justice
Ball State University
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