Benjamin Jones

Client-focused Client Relations Manager with substantial experience maximizing customer adoption and success. Proven success providing customized solutions in line with customers' needs and delivering exceptional customer service to secure positive client experience and optimal satisfaction. Adept at managing customer accounts and growing new base to secure renewals. Innate ability to lead, train, and coordinate with teams to achieve shared vision and goals. Strong communication (written & verbal), presentation, organizational, analytical, and problem-solving skills; able to build relationships with stakeholders, senior management, and clients.

• Gold Medal Pools, The Colony, TX, Account Manager, 03/01/24, Present, Answer inbound calls (high volume) and addressed emails from customers regarding issues., Currently transitioning into the actual role of Account Manager., Schedule technicians for service visits., Follow up on customer issues to achieve high level resolution., Help to train new employees., Frequent leader in all measurable categories (closed tickets, calls taken)., Sell maintenance packages to prospective customers.
• Ellie Diagnostics, Richardson, TX, Client Relations Manager, 06/01/21, 09/30/23, Led a remote and on-site team of customer service representatives, with half of the team located in Kentucky, ensuring the delivery of best-in-class service., Optimized customer service process by creating and monitoring KPIs and SOPs for success team., Contributed to the setup, onboarding, and lifecycle of new clients while ensuring mutually beneficial relationships., Resolved problems and issues for upset clients via appropriate solutions., Decreased the amount of packages sent next day air from 27% to 3% being sent, resulting in substantial cost savings., Achieved a 75% reduction in missed calls by enhancing responsiveness., Developed and maintained strong working relationships with clients (internal & external)., Promoted from Account Manager to Client Relations Manager within six months for exceptional services.
• QuickSearch, Dallas, TX, Account Manager, 08/01/15, 05/31/21, Served as focal point of contact for a book of business covering 150+ accounts (Chrysler, Spirit, Aspen Grove, ServPro)., Identified and eliminated discrepancies with break down pricing/invoices., Addressed and resolved questions/queries by corresponding with internal and external clients via email and phone., Conducted quarterly business reviews (QBRs) for clients using PowerPoint., Delivered product demonstrations for new clients, offering in-depth insights into system's functionality and understanding of orders management., Managed a book of business, overseeing relationships with diverse customer base exceeding 10,000 clients., Earned reputation for managing and growing largest accounts on consistent basis., Reduced turnaround times for clients through background check components.