Dale Turner
Scottsdale,AZ
Summary
Client Relations Senior Manager (Sales/Operations/Client) Performance- Oriented manager with +20 years of experience in the Financial Services industry offering exceptional records of achievement. Self-motivated, team player with strong organizational and interpersonal skills. Proven record of surpassing sales targets and increasing revenue. Experienced with a passion for delivering outstanding service.
Tenacious and passionate manager with strategic approach to solving problems, bringing in and retaining customers and accomplishing growth and profit targets.
Overview
25
25
years of professional experience
4
4
years of post-secondary education
Work History
Client Relations Director
First American Title- Mortgage Services
06.2012 - 03.2023
- Consistently exceeded all short and long term targets and goals
- Prepared sales presentations for potential and current clients showing success and credibility of products and services
- Built relationships with customers to establish long-term business growth.
- Managed accounts to retain existing relationships and grow share of business.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Liaised with sales, operations and Client management teams to develop solutions and accomplish shared objectives.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Proactively participated in projects to create new practices and service standards
- Processed a range of documents and managed multiple processes and data bases to offer best in class products and services
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Maintained professional, organized, and safe environment for employees and patrons.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Assisted in recruiting, hiring and training of team members.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Met with clients, delivering presentations, and educating on product and service features and offerings.
- Maintained extensive knowledge of company products and services.
Senior Operations Manager
JPMorgan Chase
06.2009 - 06.2012
- Utilized compliant systems and procedures to improve operational productivity, quality and team efficiency.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Trained and guided team members to maintain high productivity and performance metrics.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Interacted well with customers to build connections and nurture relationships.
- Managed employee-related issues encompassing labor, turnover and diversity.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Provided leadership for continual management and employee training initiatives.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Oversaw workforce management planning, volume predictions and capacity planning.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
Regional Manager
CitiFinancial
Las Vegas, Nv
11.1997 - 09.2005
- Leveraged profit opportunities by recruiting top talent and managing brand image to exceed plan performance.
- Established and maintained operational standards for +40 locations.
- Masterminded updates to workflows and revitalized teams to meet changing business needs and boost team member performance.
- Managed P&L to decrease discrepancies and retain timely and under-budget project completion.
- Established and maintained operational standards for multi state (+40) locations.
- Defined locations, dealers and investors to drive product sales and foster brand expansion.
- Exceeded growth objectives by devising strategic network and marketing tactics.
Education
Associate Degree - General
York University
Toronto, OntarioULead - Management
University of NC At Chapel Hill
North Carolina 06.2004 - 06.2004
No Degree - PMP Certification
American Management Association
Los Angeles, CA 06.2005 - 11.2009
Skills
- Excellent Oral and Written Communication
- Service Quality
- Customer Relationship Management
- Complaint Resolution
- Training and Development
- Self-Motivated
- Flexible and Adaptable
- Critical Decision Making and Problem Solving
- Organization and Time Management
- Multitasking Abilities
- Interpersonal Communication Skills
- Interdepartmental Collaboration
Timeline
Client Relations Director
First American Title- Mortgage Services
06.2012 - 03.2023
Senior Operations Manager
JPMorgan Chase
06.2009 - 06.2012
No Degree - PMP Certification
American Management Association
06.2005 - 11.2009
ULead - Management
University of NC At Chapel Hill
06.2004 - 06.2004
Regional Manager
CitiFinancial
11.1997 - 09.2005
Associate Degree - General
York University
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