Joanne Charles
Venice,FL
Summary
Results-oriented client relationship manager offering several years of experience in the field sales and service roles. Employing voice of the client (voc) expertise to drive top-quality customer experience and satisfaction. Outstanding communicator excelling at building and retaining long-term relationships.
Highly-driven client relationship manager with strong background in meeting customer service, sales and business development objectives. Astute professional versed in assessments, procedures and regulatory guidelines. Demonstrated team player and contributor facilitating achievement of corporate goals, client satisfaction and effective sales process management.
Experienced client relationship manager with a proven ability to cultivate and maintain strong partnerships. Skilled in understanding client needs, providing personalized solutions, and ensuring customer satisfaction. Proficient in building rapport and trust to foster long-term relationships. .
Versatile Customer Support Manager highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations.
Results-driven sales manager bringing several years of experience in product development, promotion and optimization. Skilled in developing lasting client rapport based on knowledgeable support and consistent service. Proficient in developing and applying advanced marketing, prospecting and merchandising strategies to accomplish promotional goals. Demonstrated success in building networks and supporting branding objectives.
Accomplished Sales Manager offering high performance leading development and implementation of superior sales strategy. Proven track record of identifying and creating profitable business opportunities, qualifying authentic prospects and cultivating strong partnerships. Demonstrated expertise in team leadership and development.
Inspiring manager with extensive experience in dynamic product industries and leadership roles. Skilled at decreasing downtime and spending while increasing sales and customer satisfaction. Organized and dedicated to streamlining procedures.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
24
24
years of professional experience
Work History
Operations Manager
Building Service Inc
Falls Church, Virginia
03.2011 - 03.2023
- Monitored and improved efficiency of processes, team performance, and customer service.
- Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
- Performed cost analysis for various projects to determine budget requirements.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Created detailed reports on the performance of individual departments within operations.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Coordinated cross-functional teams to ensure timely delivery of products and services.
- Maintained accurate inventory records to track stock levels and minimize costs.
- Developed and implemented operational procedures to ensure quality standards are met.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Established effective relationships with vendors to negotiate pricing and secure materials needed for production.
- Developed key performance indicators to measure effectiveness of operational processes.
- Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
- Addressed customer concerns with suitable solutions.
- Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Enforced federal, state, local and company rules for safety and operations.
- Connected with clients and developed strategies to achieve sales and customer service goals.
- Responded to information requests from superiors, providing specific documentation.
- Managed scheduling, training and inventory control.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Presented performance and productivity reports to supervisors.
- Collaborated with team leaders on quality audits.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Analyzed and controlled materials, supplies and equipment operational expenses.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Guided employees on understanding and meeting changing customer needs and expectations.
- Oversaw financial management, budget management, accounting and payroll activities.
- Built strong operational teams to meet process and production demands.
- Planned delivery routing, team workflows and promotional initiatives.
- Measured and reviewed performance via KPIs and metrics.
- Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Tracked and replenished inventory to maintain par levels.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
Client Relationship Manager
ABM Janitorial Services
Alexandria , VA
09.1999 - 11.2005
- Created detailed reports on customer relations activities and performance metrics.
- Collaborated with stakeholders across departments to ensure high-quality customer service delivery.
- Served as an escalation point for unresolved customer issues or disputes.
- Developed and maintained relationships with clients to ensure customer satisfaction.
- Advised senior management on best practices related to client relationship management.
- Ensured that all contractual obligations were fulfilled according to agreed timelines.
- Developed and maintained strong relationships with clients to ensure customer satisfaction.
- Monitored customer feedback to identify areas for improvement in service quality.
- Implemented initiatives designed to improve operational efficiency within the team.
- Maintained accurate records of client interactions and transactions.
- Analyzed data from surveys and other sources to determine customer satisfaction levels.
- Resolved complex issues between customers and internal teams in a timely manner.
- Assisted in the development of marketing strategies aimed at increasing customer loyalty.
- Provided timely responses to customer inquiries, requests, and complaints.
- Met with clients to ascertain needs and develop plans which address current and long-term goals.
- Led cross-functional teams to address and resolve complex customer issues promptly.
- Conducted regular meetings with clients to discuss their current requirements.
- Maintained long-term, profitable relationships with clients through problem solving, issue resolution and recommendation of new products and services.
- Built customer confidence by actively listening to needs and concerns and providing appropriate solutions.
- Established new and maintained existing client relationships by cultivating open and positive dialogue, delivering high-quality service and following up after sales close.
- Counseled clients on concerns.
- Addressed inquiries from clients and department team members.
- Received, responded to and resolved customer issues or complaints quickly, resulting in increased client satisfaction.
- Improved client relationships and education, exceeding annual revenue expectations.
- Developed and maintained strong relationships with key clients to ensure satisfaction and loyalty.
- Streamlined customer onboarding processes to improve first impressions and long-term satisfaction.
- Drove customer escalations to resolution by engaging directly with clients.
- Addressed customer questions and concerns regarding products and services.
- Managed a portfolio accounts, consistently meeting or exceeding retention and growth targets.
Education
Bachelor of Computer Science -
Armstrong Adult Education
Washington DC08-2001
High School Diploma -
25 De Julio
Caracas Venezuela 08-1984
Skills
- Workforce Management
- Opportunities Identification
- Salesforce
- Client service-driven
- Sales
- Presentation Development
- Business Analysis
- Problem-solving aptitude
- Schedule Management
- Contract Negotiation
- Business Development
- Client Needs Assessment
- Client Retention Strategies
- Relationship building and management
- Customer Engagement
- Training and mentoring
- Account Management
- Research and due diligence
- Training programs
- Customer Relations
- Sales proficiency
- Account Updates
- Proficient in [Software]
Timeline
Operations Manager
Building Service Inc
03.2011 - 03.2023
Client Relationship Manager
ABM Janitorial Services
09.1999 - 11.2005
Bachelor of Computer Science -
Armstrong Adult Education
High School Diploma -
25 De Julio