Desiree Diaz
Denton,TX
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
16
16
years of professional experience
Work History
Client Services Manager
Motorola
02.2024 - Current
- Enhanced client satisfaction by implementing effective communication strategies and addressing concerns promptly.
- Streamlined internal processes for improved efficiency in handling client requests and managing daily operations.
- Developed strong relationships with key clients, leading to increased retention rates and long-term partnerships.
- Collaborated with cross-functional teams to ensure timely delivery of projects, meeting or exceeding client expectations.
- Identified potential upselling opportunities and presented tailored service offerings to existing clients, resulting in revenue growth.
- Monitored performance metrics, using data analysis to identify areas of improvement in service delivery and customer experience.
- Implemented training programs for new team members, ensuring seamless integration into the organization and rapid onboarding.
- Managed a diverse portfolio of clients across various industries, demonstrating adaptability and expertise in catering to specific needs.
- Consistently met or exceeded sales targets by proactively identifying opportunities for business development within assigned territories.
- Assisted clients in achieving their business objectives by providing strategic guidance and customized solutions tailored to their needs.
- Built a strong rapport with key decision-makers within client organizations, fostering trust and long-lasting partnerships.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Assisted in organizing and overseeing assignments to drive operational excellence.
B2B Customer Success Analyst
Verizon
06.2022 - 12.2023
- Provided provisioning and testing support, ensuring the seamless integration of cellular network solutions
- Assisted new and existing B2B customers with onboarding, also looking for new opportunities and creating new sales lead in Salesforce
- Actively exploring additional products and services to enhance the overall customer experience and drive incremental revenue
- Maintained B2B customers satisfaction with forward thinking strategies focused on addressing customer needs and resolving issues
- Managed Projects related to OneTalk, MDM, EMAG and FWA router implementations, providing project management support to ensure successful implementations
- Acted as liaison between all internal departments to address the customer concerns
- Handle complex solutions T1 troubleshooting for specific deployments, such as fixed wireless access (FWA), OneTalk and Ultra-Wideband Business Internet (UWB BI) focusing on customer satisfaction and issue resolution
- Created and implemented internal mentoring program to minimize ramp up time of new employees
- Created SFDC Taskforce to provide feedback and improvements on reporting tools (Sales Force).
- Improved customer satisfaction by addressing concerns and providing timely solutions.
- Streamlined support processes for increased efficiency and faster resolution times.
National Account Representative
Office Depot
01.2014 - 06.2022
- Handle inbound calls and emails
- Responsible for identifying winning opportunities and driving incremental sales growth and customer retention
- Assisted with discrepancies and delays with products; forecasting delays and creating contingency plans
- Determined to resolve problems and execute end result
- Managed an existing base of strategic accounts by improving retention and maintaining customer relationship
- Price negotiations
- Provided critical feedback to leadership and support teams
- Leveraged various internal partners to drive growth and ensure customer satisfaction, which includes sales specialist, sales operations, and customer support
- Proactive customer facing communication through email, phone, and virtual calls.
- Increased account retention by developing and maintaining strong relationships with key clients.
- Boosted revenue growth through identifying upselling and cross-selling opportunities for existing accounts.
Customer Service Representative
Texas Car Title And Payday Loans
01.2009 - 01.2014
- Evaluates loan application
- Run credit checks on potential and existing customer
- Facilitate the execution of repossessions
- Handle collection for overdue payments
- Engaging with customer in person and over the phone
- Updated account information to maintain customer records
- Educated customers on loan and arbitration agreements and procedures.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Senior Retail Sales Associate
AutoZone
06.2008 - 06.2010
- Ensures assigned store tasks are completed in a timely manner on assigned shift
- Operates cash registers and follows established cash handling procedures
- Follows company policies and loss prevention procedures
- Maintains a safe working environment
- Including PPE (Personal Protective Equipment)
- Maintains store appearance and merchandising standards as directed
- Ensures that merchandise is restocked and placed in their respective areas
- Utilizes ZNET to help customers locate merchandise or find suitable alternatives
- Maintains product knowledge and current promotions through AutoZone systems and information sources
- Offering upsells at check out
- Utilizes OBDII to read codes from customer’s automobiles
- Ability to diagnose automobile problems and recommend solutions
- Actively engaged in developing more effective customer service skills
- Provides honest and trustworthy advice to customers regarding the best products that fit the customers’ expectations
- Increased customer satisfaction by providing exceptional service and product knowledge.
Education
High School Diploma -
Denton High School
Denton, TX06.2008
Skills
- MS Office (Word, PowerPoint, Excel)
- Teamwork and Collaboration
- Client Retention
- Technical Support
- Customer Advocate
- Project Management
- Business Process Support
- Service Oriented
- Technical Aptitude
- Agile Innovator
- Bilingual
- Attention to Detail
- Software Troubleshooting
- Analytical Mindset
- Effective Communication
- Goal Oriented
- Problem Solving
- Cross-Functional Collaboration
- Conflict Resolution
- CRM Software
- Customer Relationship Management
- Client Onboarding
- Customer Retention
- Retail Store Support
- Order Fulfillment
- Account Management
- Staff Education and Training
- Call Center Operations
Timeline
Client Services Manager
Motorola
02.2024 - Current
B2B Customer Success Analyst
Verizon
06.2022 - 12.2023
National Account Representative
Office Depot
01.2014 - 06.2022
Customer Service Representative
Texas Car Title And Payday Loans
01.2009 - 01.2014
Senior Retail Sales Associate
AutoZone
06.2008 - 06.2010
High School Diploma -
Denton High School
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