Carla Ray-Sam
Kansas City,MO
Summary
Results-driven Client Service Manager skilled in client relationship management, conflict resolution, and strategic planning. Excels in communication, teamwork, and adaptability for seamless service delivery and client satisfaction.
Overview
18
18
years of professional experience
Work History
Client Service Manager
Dama Financial
Kansas City, MO
03.2021 - 08.2023
- Established effective communication channels between clients and other departments within the organization.
- Conducted regular performance reviews with team members in order to identify areas for improvement.
- Analyzed customer feedback to identify trends, opportunities, and areas of improvement.
- Coordinated with internal teams to develop strategies for addressing customer needs in a timely manner.
- Facilitated training sessions for new staff members on the company's policies and procedures related to client service management.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Answered inbound calls, chats and emails to facilitate customer service.
Transaction Processor Assoc 2
State Street Bank and Trust Company
Kansas City, MO
11.2014 - 03.2021
- Entered data into the computer system accurately and efficiently.
- Performed quality assurance checks to verify accuracy of transactions before posting them to customers' accounts.
- Assisted with training new staff members on transaction processing procedures.
- Adhered to regulatory and company security and audit procedures.
- Maintained accurate records of all completed transactions in accordance with internal policies and procedures.
AIS Custody Client Representative Assoc 1
State Street Bank and Trust Company
Kansas City, MO
09.2013 - 11.2014
- Developed strong relationships with customers by responding promptly to their inquiries and concerns.
- Performed administrative tasks such as filing documents or entering data into databases.
- Collaborated with other departments to ensure customer satisfaction goals were met.
- Maintained updated knowledge through continuing education and advanced training.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Perform the necessary checks on all automated and manual trades. Follow escalation procedures when deemed necessary.
- Provided customer service and support to clients via phone and email.
- Completed day-to-day duties accurately and efficiently.
International/DTC/Fed Processor Assoc 1
State Street Bank and Trust Company
Kansas City, MO
06.2005 - 11.2014
- Maintained accurate records of all loan transactions in database systems.
- Monitored daily workflow to ensure deadlines were met for each stage of the loan process.
- Act as first level resource within assigned business unit(s) to process trade transactions in accordance to the established procedures.
- Identify and resolve problem transactions, ensuring that the resolution is well-documented.
- Interact with internal parties to resolve various discrepancies.
- Ensure proper settlement of Security Lending, DTC, Fed, and International trade transactions.
- Provide training to colleagues in GTM.
Education
High School Diploma -
Westport High School
Kansas City, MO06-1980
Skills
- Strong leadership
- Client Relationship Building
- Research and due diligence
- Customer Retention
- MS Office
- Salesforce
- Image/MCH/SMAC/STS/ETD/VMW
- eWorkforce Management
- Organizational Skills
- Dependable and accurate
- MS Word and G Suite applications
References
References available upon request.
Timeline
Client Service Manager
Dama Financial
03.2021 - 08.2023
Transaction Processor Assoc 2
State Street Bank and Trust Company
11.2014 - 03.2021
AIS Custody Client Representative Assoc 1
State Street Bank and Trust Company
09.2013 - 11.2014
International/DTC/Fed Processor Assoc 1
State Street Bank and Trust Company
06.2005 - 11.2014
High School Diploma -
Westport High School
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