Louise Swartout
Roseville,CA
Summary
Driven by a results-focused approach, I excelled at Taylor, enhancing client satisfaction and retention through expert relationship management and strategic use of Salesforce. Skilled in client needs assessment and business growth strategies, I consistently identified opportunities for up-selling, contributing to a notable increase in account value. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Dynamic Client Relationship Manager with 20 years' experience in sales and service roles for Manufacturing & Service organizations. Driving top-quality customer experience and satisfaction through deploying voice of the client (VOC) expertise. Building and retaining long-term relationships by establishing positive, productive, and routine communications.
Overview
22
22
years of professional experience
Work History
Client Relationship Manager
Taylor
07.2012 - Current
- Maintained detailed records of all client interactions, ensuring accuracy in account management and reporting activities.
- Developed strong rapport with clients through consistent follow-up and attention to detail.
- Facilitated smooth onboarding experiences for new clients, guiding them through product setup and training procedures.
- Strengthened client relationships by maintaining regular communication and addressing concerns promptly.
- Negotiated contracts with clients to secure long-term partnerships while safeguarding company interests.
- Identified opportunities to cross or up-sell Products & Services and communicated customer needs to appropriate team.
- Analyzed client feedback to identify areas for improvement and implemented changes accordingly.
- Collaborated with internal teams to resolve client issues quickly and efficiently.
- Coordinated closely with sales teams to support the pursuit of new business opportunities within existing accounts.
- Addressed and resolved customer complaints and issues to improve satisfaction.
- Managed a portfolio of key accounts, ensuring timely and accurate delivery of services and products.
- Served as primary point-of-contact for questions or concerns from clients during ongoing projects.
- Conducted quarterly business reviews with clients to assess performance, identify opportunities, and set goals for future growth.
- Managed customer relations on ongoing basis to maximize customer retention.
Account Manager
Taylor
09.2008 - 07.2012
- 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.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Identified at-risk accounts through diligent monitoring and analysis, implementing retention strategies to prevent churn.
Customer Service Representative
Taylor
04.2005 - 09.2008
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
Administrative Assistant (Taylor)
Addeco Staffing
12.2004 - 04.2005
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
Sales Supervisor
AAFES Exchange
04.2004 - 11.2004
- Increased customer satisfaction by addressing and resolving client concerns efficiently.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
- Handled escalated customer issues promptly, ensuring timely resolution and high levels of client satisfaction.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Conducted regular performance evaluations, identifying areas for improvement and implementing necessary action plans.
Call Center Representative
Arvato Direct Services
11.2002 - 07.2003
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Education
Certified Office Administrator -
Karl Kuebel Schoo
06.2002
No Degree - Business Economics
Karl-Kuebel School of Business
Bensheim, Germany06.1999
Skills
- Business growth strategies
- Relationship building and management
- Customer Engagement
- Client Needs Assessment
- Salesforce
- Client Retention Strategies
- Customer Relations
- Proficient in MS Office
Languages
English
Full Professional
German
Professional Working
Timeline
Client Relationship Manager
Taylor
07.2012 - Current
Account Manager
Taylor
09.2008 - 07.2012
Customer Service Representative
Taylor
04.2005 - 09.2008
Administrative Assistant (Taylor)
Addeco Staffing
12.2004 - 04.2005
Sales Supervisor
AAFES Exchange
04.2004 - 11.2004
Call Center Representative
Arvato Direct Services
11.2002 - 07.2003
Certified Office Administrator -
Karl Kuebel Schoo
No Degree - Business Economics
Karl-Kuebel School of Business
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