Elaine Fehring

As a Service Manager, my responsibilities encompass a wide range of tasks aimed at ensuring efficient service delivery & customer satisfaction resulting in retention of business & associates

Service Coordination and Management: Responsible for managing a team of 13 associates serving as the primary contact for group business

• Maximized performance by monitoring daily activities and mentoring team members.
• Cross-trained existing employees to maximize team agility and performance.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.

Customer Interaction and Support: Manage customer interactions more effectively by implementing and overseeing customer relationship management (CRM) systems. This includes handling customer inquiries, resolving issues, and ensuring a high level of customer satisfaction

• Managed and motivated employees to be productive and engaged in work.

Collaboration and Communication: Collaborate with various departments, including sales, marketing, IT, and customer service, to ensure seamless service delivery as well as conduct timely monthly financial review meetings with relationship managers and prepare weekly reports to ensure accurate trending and forecasting based on service availability

• Accomplished multiple tasks within established timeframes.

Project Management: Manage the collection of metrics and measuring services for presentation to internal customers and stakeholders. Assist in full-year forecast activities of associated expense components

• Maintained professional, organized, and safe environment for employees and patrons.

Team Leadership and Development: Lead and develop my team, ensuring they are well-equipped to handle their responsibilities. This includes providing guidance, training, and support to team members

• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

Financial Analysis and Reporting: Facilitate and verify incurred service costs and work with service management teams and relationship managers to measure service delivery and availability

• Controlled costs to keep business operating within budget and increase profits.

• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Maintained professional, organized, and safe environment for employees and patrons.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

• Developed comprehensive project plans to guide teams towards successful completion, meeting goals within budget constraints.
• Optimized resource utilization by allocating team members according to their skills and expertise, resulting in a more efficient implementation process.
• Established clear channels of communication between team members during implementation projects, enabling rapid issue resolution as needed.
• Spearheaded the development of standardized processes and templates for project management best practices within the organization, leading to increased efficiency across all implementation teams.

• Increased client satisfaction by building strong relationships and addressing their needs promptly.
• Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
• Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
• Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.