Dustin Wilder

• Serve as a communications liaison for various large enterprise clients and ensuring seamless communication and service delivery
• Manage cross-functional teams for successful project completion within deadlines and budget constraints
• Monitor KPIs across several technologies and implement action plans to address performance issues and drive improvements
• Collaborate regularly with client executives and partners, identifying service opportunities and fostering strong relationships
• Supervise a client services team by strategically planning, coaching and providing training and development to enhance team performance
• Deliver monthly and quarterly business reviews to clients and internal stakeholders, including service assurance metric details and financial status updates
• Conduct weekly cadence meetings with clients to deliver updates and progress reports on action items
• Lead process and tools training sessions to enhance team and client understanding of systems and procedures

• Ensured team compliance with existing agreements, policies and reporting requirements upholding organizational standards
• Resolved escalated issues by coordinating efforts across internal teams
• Managed and tracked chronic issues, identifying opportunities for sales and improvement
• Developed custom solutions to meet unique client needs, ensuring a high level of satisfaction and loyalty

• Achieved strategic and project-based goals to facilitate sales and product improvements
• Cultivated and expanded client relationships, identified potential risks and growth opportunities
• Refined a culture of continuous improvement within the team, driving innovation in service delivery methods

• Maintained detailed records of client interactions, enabling better tracking of account history and facilitating continuity among team members handling the same accounts
• Advocated for both the company's interests as well as those of clients, ensuring that all parties' needs were met in a mutually beneficial manner
• Managed multiple client accounts simultaneously, prioritizing tasks effectively to meet deadlines without compromising quality
• Developed and managed incident projects, providing recommendations for permanent solutions to recurring problems

• Proactively identified and addressed chronic and recurring issues

• Enhanced client satisfaction by promptly resolving inquiries and issues
• Reviewed extended service outages and prepared detailed root cause analyses

• Educated clients about available resources, tools, and support options designed to help them maximize their benefits from our services