Delilah Zierer
Fairlawn,VA
Summary
Proven leader, well-known for creating positive workplace culture, in client relationship building and team development, notably at Early Challenges and Wall & Associates, Inc. Expert in streamlining processes and mentoring staff, enhancing client satisfaction and operational efficiency. Detail-oriented team player, skilled in implementing data management systems and resolving escalated issues, significantly contributing to company reputation and strategic growth. with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Multi-tasking Manager and high-performing teams. .
Overview
18
18
years of professional experience
Work History
Client Services Manager
Wall & Associates, Inc
Radford, VA
04.2013 - 03.2016
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with existing clients.
- Collaborated with various internal departments to ensure timely delivery resolution to clients, to meet and exceed their expectations.
- Developed new employees and on-going performance assessment of current employees.
- Resolved escalated issues with professionalism, maintaining client trust and safeguarding the company''s reputation.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Identified and communicated customer needs to upper management.
- Defined clear targets and objectives and communicated to other team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Conducted periodic evaluations of team performance resulting in continuous improvement in service delivery and higher client satisfaction.
- Interacted with clients on regular basis to quickly alleviate issues.
- Encouraged creative thinking, problem solving and empowerment as part of facility management group to improve morale and teamwork.
- Developed strong relationships with clients, leading to increased retention rates.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Monitored performance metrics, using data analysis to identify areas of improvement in service delivery and customer experience.
- Established open lines of communication among team members through regular meetings that fostered collaboration towards shared goals.
- Built a strong rapport with key decision-makers within client organizations, fostering trust and long-lasting partnerships.
- Maintained client files with records of client interactions, client notes, and other information.
- Enhanced client satisfaction by implementing effective communication strategies and addressing concerns promptly.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Streamlined internal processes for improved efficiency in handling client requests and managing daily operations.
- Mentored departmental team, boosting efficiency, success and morale among employees.
Administrative Director
Early Challenges Child Care Center
Christiansburg, VA
06.1998 - 03.2013
- Streamlined office processes by implementing efficient administrative systems and procedures.
- Led, directed, managed and mentored up to 55 staff members, in addition to up to 200 children and families.
- Facilitated meetings and trainings to address challenges or issues affecting our classrooms.
- Implemented data management systems to track key performance metrics and inform strategic decision-making.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Created organized filing system to manage department documents.
- Coordinated office events, seminars and meetings for staff.
- Organized and updated databases, records and other information resources.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Implemented document control procedures to ensure accuracy in all administrative tasks.
- Increased employee productivity through the development of training programs and performance evaluations.
- Directed daily operations, ensuring smooth workflow and effective resource allocation.
- Trained employees in company and regulatory compliance requirements to promote conformance.
- Updated reports, managed accounts, and generated reports for company database.
- Spearheaded facility improvements that enhanced staff comfort and increased workspace functionality.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Assigned tasks and directed team of office administrators.
- Maintained compliance with industry regulations through diligent record-keeping and regular audits.
- Kept operations in compliance with Virginia child care regulations and USDA guidelines by developing and directing effective internal systems.
- Established a culture of continuous improvement by promoting professional development opportunities for staff members.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Evaluated employee performance regularly, providing constructive feedback aimed at improving individual skills as well as overall team effectiveness.
Education
Psychology/Social Work
New River Community College
Dublin, VA High School Diploma -
Pulaski County High School
Dublin, VA 06.1990
Skills
- Client Relationships
- Client Relationship Building
- Team Development
- Staff Training
- Schedule oversight
- Idea Development and Brainstorming
- Performance reviewing
- Shift Scheduling
- Process Improvement
- Administration and Reporting
- Staff Development
- Employee Development
- Negotiation and Conflict Resolution
- Documentation And Reporting
- Staff Management
- Good Judgment
- Training and Development
- Hiring and Training
Timeline
Client Services Manager
Wall & Associates, Inc
04.2013 - 03.2016
Administrative Director
Early Challenges Child Care Center
06.1998 - 03.2013
Psychology/Social Work
New River Community College
High School Diploma -
Pulaski County High School