Jaime Arkin
West Allis,WI
Summary
Client Manager dedicated to cultivating long-lasting client relationships and driving satisfaction. My mission is to understand the unique needs and goals of each client and exceed their expectations at every touch point. I thrive on the challenge of building high-performing teams and implementing innovative strategies that increase retention and growth. Effective communication and collaboration are the keys to developing and maintaining client relationships, assessing customer needs, resolving issues, and completing projects. My approach blends a deep understanding of client needs with data-driven insights to tailor solutions that make a significant impact. I'm a strong advocate for leveraging technology to streamline processes and enhance the client experience. I am detail-oriented and reliable; I readily embrace challenges and adapt to changing demands. My ability to stay calm and focused in high-stress situations has been a cornerstone of my success, allowing me to make well-informed decisions, effectively lead my team, and find innovative solutions when it matters most.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Client Services Manager
Cielo Talent
10.2021 - Current
- Build client relationships by responding to inquiries, identifying and assessing clients' needs, and resolving problems.
- Collaborate with cross-functional teams to ensure timely delivery of projects, meeting or exceeding client expectations.
- Resolve escalated issues with professionalism, maintaining client trust and safeguarding the company's reputation.
- Mentor departmental team, boosting efficiency, success and morale among employees - Fostered collaboration towards shared goals.
- Deliver outstanding service to clients to maintain and extend relationships for future business opportunities.
- Streamline internal processes for improved efficiency in handling client requests and managing daily operations.
- Build strong rapport with key decision-makers within client organizations, fostering trust and long-lasting partnerships.
- Handle complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Monitor performance metrics, using data analysis to identify areas of improvement in service delivery and customer experience.
- Implement training programs for new team members, ensuring seamless integration into the organization and rapid onboarding.
- Conduct regular reviews with clients to assess their satisfaction levels, gather feedback, and address any areas of concern.
- Achieve and maintain financial performance, while adjusting account structure as needed to ensure profitability goals are met.
- Track team activity to ensure accuracy and productivity
- Work to develop strategies to decrease time-to-fill and aging, while boosting Hiring Manager and candidate satisfaction
- Provide coaching support to team members via weekly 1:1 calls in addition to performance feedback and quarterly & annual performance evaluations.
- Partner closely with Operations Support to make sure we follow best practices and implement change where needed.
- Maintain day–to–day aspects of managing account, including issue resolution, reporting, setting & managing delivery standards and managing client interactions
- Regular analysis of workflows, procedures, and systems for continuous process improvement
- Assist in planning and implementation of special project.
- Travel on as-needed basis.
Project Manager– Client Services
Cielo Talent
02.2021 - 10.2021
- Balanced competing priorities skillfully while managing multiple concurrent projects without compromising quality or deadlines.
- Managed risks proactively by identifying potential issues and implementing mitigation strategies, ensuring smooth project progression.
- Demonstrated expertise in change management processes, facilitating smooth transitions and minimizing disruptions to ongoing operations.
- Conducted regular status meetings for clear communication of progress updates, risk assessments, and action items among team members.
- Developed and executed comprehensive project plans to ensure timely completion of deliverables.
- Collaborated closely with stakeholders to gather requirements, define project scope, and establish realistic timelines.
- Streamlined communication channels for better collaboration with cross-functional teams, resulting in enhanced project efficiency.
Account Manager– High Volume
Cielo Talent
07.2019 - 02.2021
- Manage general workflow of region and delegate job assignments for over 70 locations
- Mentor and guide team members and hiring leaders through all necessary processes and best practices
- Ensure team members can meet Service Level Agreements (SLA's) by managing productivity
- Drive efficiencies to meet team outcomes
- Maintain day–to–day aspects of managing account, including issue resolution, reporting, setting & managing delivery standards, and managing client interactions
- Handle complex recruitment & scheduling processes with hiring managers and high-touch candidates
- Develop & manage recruitment marketing plans or sourcing plans to determine the most appropriate candidate sources that align to search requirements
- Maintain financial oversight of maximizing & maintaining marketing spend budgets
- Provide accurate and regular reporting of recruiting activities to the hiring leader & leadership to depict metrics & efforts
- Identify and implement areas of opportunity for efficiency.
- 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.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
Delivery Leader- Operations & Process
Cielo Talent
01.2019 - 07.2019
- Responsible for overseeing team performance across multiple disciplines
- Manage logistics of the recruitment operations team (i.e., coordinators, specialists, etc.)
- Manage the general workflow of the team and delegate job assignments
- Perform a full range of managerial responsibilities which may include but not be limited to: interviewing, hiring, coaching, managing, and developing employees; planning, assigning, and directing work
- Mentor and guide team members through all necessary processes
- Establish regular communications with the team, such as 1-1 meetings and team meetings with established agendas
- Provide expertise on technology systems and functions.
- Increased overall productivity by identifying areas for improvement in current workflows and implementing necessary changes.
- Manage and document process changes requested by client, update in process map as well as in systems, and communicate changes to team
- Ensure team can meet Service Level Agreements (SLA's) by managing productivity through scorecards and appropriate metrics
- Drive efficiencies to meet team outcomes.
- Handled escalated customer inquiries promptly, resolving issues efficiently to maintain positive client relationships.
- Delivered core infrastructure and enterprise initiatives for recruitment delivery.
Sr. Talent Acquisition Coordinator
Cielo Talent
07.2014 - 01.2019
- Responsible for candidate coordination for talent acquisition cycle
- Scheduling Interviews
- Creating offer letters
- Tracking background checks and onboarding processes
- Responsible for reporting and recruitment marketing processes
- Uses analytical skills to assess trends, create reports & convey a story with data
- Maintains a strong understanding of process changes & training of team on process maps, team structure charts, & detailed procedures
- Extensive experience with different technologies (Applicant Tracking Systems, Onboarding Systems & Social Media Tools)
- Coaching and day-to-day work direction for assigned client group.
SmartBen Coordinator/Project Manager / Certified Long Term Care Specialist
National Insurance Services
03.2001 - 07.2014
- Research and generate quotes for all leads provided by Sales/Service Reps
- Work with clients on implementation of their site which entails solid knowledge of basic benefit structure and rules
- Upload all data files to client database
- Proofing, troubleshooting and correcting any errors and working with clients to correct any issues in data files
- Work onsite with groups to train & implement the SmartBen website and help introduce to employees
- Traveling for implementation of Premium Sites
- Develop, implement and modify all system requirements
- Complete annual Service Plan Annual updates to State Retirement, Workers Comp and Unemployment policies, rules and regulations
- Manage and oversee internal organization's (NIS) Human Resources Information Systems (HRIS)
- Maintain internal database files and tables, and develop custom reports to meet the requirements and request of company management and staff
- Identifies training needs of end users with HR Dept and develops and provides the necessary training to meet those needs
- Work one on one with clients to determine their long term care needs
- Process all administrative tasks including, filing, maintaining annual reports and mailings
- Maintain database of clients and potential clients
- Complete all Customer Service requests.
Education
HR Management & Marketing -
Baker College, MI
Muskegon, MISkills
- Managing Operations and Efficiency
- Employee Coaching and Mentoring
- Client Relationship Building
- Customer Relationship Management
- Staff Training
- Recruiting and Hiring
- Customer Retention
- Account Management
Certification
Former Certified Long Term Care Specialist
Timeline
Client Services Manager
Cielo Talent
10.2021 - Current
Project Manager– Client Services
Cielo Talent
02.2021 - 10.2021
Account Manager– High Volume
Cielo Talent
07.2019 - 02.2021
Delivery Leader- Operations & Process
Cielo Talent
01.2019 - 07.2019
Sr. Talent Acquisition Coordinator
Cielo Talent
07.2014 - 01.2019
SmartBen Coordinator/Project Manager / Certified Long Term Care Specialist
National Insurance Services
03.2001 - 07.2014
HR Management & Marketing -
Baker College, MI