Kira Marie Wade
Conyers
Summary
Client Relationship professional with strong background in fostering client trust and delivering impactful solutions. Known for team collaboration, adaptability, and achieving results. Expertise in client communication, problem-solving, and relationship management. Reliable and flexible in meeting changing needs and expectations.
Overview
11
11
years of professional experience
Work History
Client Relationship Associate
Vanguard
06.2022 - Current
- Act as primary contact, ensuring clients receive exceptional service and support across all inquiries
- Safeguard client confidentiality while upholding the highest professional standards in all interactions
- Apply critical thinking to proactively identify and resolve potential customer service challenges and issues
- Stay updated with the latest industry trends to provide relevant insights and information to clients
- Engage in continuous professional development to enhance financial industry knowledge and service skills
- Address customer inquiries swiftly and professionally, ensuring accurate responses and issue resolution
- Follow up on client queries to ensure satisfaction and maintain long-term positive relationships
- Delivered consistent, exceptional service, contributing to a 15% increase in client retention rates
- Consistently received positive client feedback, strengthening Vanguard’s reputation as a customer-focused firm
Senior Customer Service Representative
Opulence Innovative Solutions
06.2020 - 06.2022
- Ensured the accuracy and completeness of funding packages, adhering to underwriting requirements
- Processed and validated contracts, ensuring compliance with regulations on finance, taxation, and tolerance
- Resolved discrepancies in funding packages by identifying root causes and coaching dealers for corrections
- Provided high-quality service to dealers, addressing issues related to payments, documents, and taxes
- Reviewed and processed title work and supporting documents to ensure completeness and accuracy
- Handled funding for Service Loaner Programs, ensuring all criteria and documentation are met
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Improved funding package accuracy, reducing discrepancies by 30% and minimizing delays in approval
- Established a streamlined process for handling dealer payments, improving response time by 15%
Front Office Manager
Pacific Dental Services
05.2018 - 05.2020
- Managed front desk operations, including greeting patients and responding to phone and in-person requests
- Coordinated patient schedules to ensure efficient use of providers’ time while maximizing productivity
- Communicated dental insurance benefits and patient financial responsibilities in an accurate and clear manner
- Liaised between insurance providers, staff, and patients to resolve issues and maintain positive relationships
- Ensured all insurance-related tasks were completed promptly to maintain financial health of the practice
- Organized daily deposits and maintain balanced accounts by accurately documenting financial transactions
- Increased patient satisfaction by 15% through effective communication and timely resolution of concerns
- Improved office productivity by 25% through better schedule management and workflow optimization
Branch Manager
Enterprise National Alamo Rental Car
03.2015 - 05.2018
- Supervised branch employees and fostered a customer service-driven environment to improve satisfaction
- Assessed employee performance and conduct annual reviews to ensure professional growth and development
- Implement process improvements aimed at delivering higher-quality customer service and operational efficiency
- Monitored financial reports to ensure branch profitability and adhere to revenue and expense targets
- Developed and executed sales and marketing strategies to increase branch visibility and revenue
- Resolved customer disputes promptly, ensuring satisfaction and retention through effective problem-solving
- Led branch to achieve top 10% sales in the region, surpassing performance goals by 20%
- Reduced customer complaints by 30% by implementing process improvements and employee training
Customer Service Coordinator
Acosta Sales and Marketing
06.2014 - 03.2015
- Resolved customer issues by researching, communicating, and coordinating with internal and external teams
- Escalated unresolved issues to managers or supervisors to ensure timely and effective resolution
- Investigated and resolved engine failures, ensuring smooth processing of customer requests and complaints
- Maintained up-to-date pricing information and ensure timely notifications to relevant sales teams
- Handled customer orders, ensuring accurate fulfillment and adherence to established criteria and timelines
- Supported Customer Replenishment (CRP) and managed inventory data to maintain smooth order processing
- Reduced resolution time by 20% through improved issue investigation and proactive communication strategies
- Enhanced customer satisfaction by 15% through strong communication and collaborative problem-solving efforts
Education
MBA - Business Administration
Walden University
07.2018
Bachelor of Business Administration - Marketing
Georgia State University
12.2011
Skills
- Client Satisfaction Improvement
- Client Relationship Management
- Collaborative Project Engagement
- Client Loyalty Initiatives
- Proactive Problem Solving
- Revenue Growth Strategies
- Customer Advocacy
- Customer Wellness Tracking
- Quality Service Delivery
- Performance Metrics for Customer Engagement
- Customer-Focused Problem Solving
- Client Escalation Management
Skills Highlights
- Customer Success Strategy
- Client Lifecycle Management
- Customer Retention & Loyalty
- Client Onboarding & Training
- Customer Experience Optimization
- Client Relationship Development
- Cross-Functional Team Collaboration
- Churn Reduction Strategies
- Client Needs Assessment
- Proactive Issue Resolution
- Account Growth & Upselling
- Customer Journey Mapping
- Customer Advocacy & Engagement
- Product Adoption & Utilization
- Customer Health Monitoring
- Client Feedback Analysis
- CRM Management
- Service Delivery Excellence
- Customer Success Metrics & KPIs
- Data-Driven Decision-Making
- Performance Tracking & Reporting
- Consultative Selling
- Solution-Oriented Customer Support
- Retention & Expansion Strategies
- Client Escalation Management
- Customer Success Lifecycle
- Partnerships & Relationship Building
Timeline
Client Relationship Associate
Vanguard
06.2022 - Current
Senior Customer Service Representative
Opulence Innovative Solutions
06.2020 - 06.2022
Front Office Manager
Pacific Dental Services
05.2018 - 05.2020
Branch Manager
Enterprise National Alamo Rental Car
03.2015 - 05.2018
Customer Service Coordinator
Acosta Sales and Marketing
06.2014 - 03.2015
Bachelor of Business Administration - Marketing
Georgia State University
MBA - Business Administration
Walden University
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