Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Luis Binet

HOMESTEAD,FL

Summary

Client Services Manager providing leadership to Client Care staff and serving as escalation point for clients and internal departments. Provide senior leadership and internal stakeholders with updates and status reports. Delivers excellent client services while building and maintaining client relationships. Strong people management skills coach, lead and develop employees.

Overview

28
28
years of professional experience

Work History

Director of Client Care Services

Chapman Partnership
01.2024 - Current
  • Enhanced client satisfaction by implementing effective communication strategies and addressing concerns promptly.
  • Streamlined client onboarding process for improved efficiency and reduced time to completion.
  • Developed strong relationships with key clients, ensuring long-term loyalty and repeat business.
  • Managed a team of client care specialists, providing guidance and support to ensure high-quality service delivery.
  • Collaborated with cross-functional teams to develop comprehensive solutions for complex client issues.
  • Led initiatives aimed at enhancing overall customer experience, resulting in increased testimonials and referrals.
  • Reduced client attrition rate by proactively identifying at-risk accounts and implementing targeted retention strategies.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.

Client Care Manager

Chapman Partnership
01.2004 - 01.2024
  • Enhanced customer satisfaction by addressing and resolving client concerns efficiently and professionally.
  • Collaborated with cross-functional teams to develop comprehensive solutions for complex client issues.
  • Developed and maintained strong relationships with clients through regular communication and personalized attention.
  • Provided ongoing training and coaching to team members, fostering a culture of continuous improvement in customer service.
  • Streamlined communication channels between clients and internal departments, resulting in faster issue resolution times.

Asst. Center Manager

Chapman Partnership
01.2000 - 01.2004
  • Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
  • Checked facility, employee work and service levels to maintain compliance with company and industry standards.
  • Trained new employees on proper protocols and customer service standards.
  • Assisted in recruiting, hiring and training of team members.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

Senior Resident Care Tech

Chapman Partnership
01.1998 - 01.2000
  • Enhanced Client satisfaction through effective communication, empathy, and active listening to address concerns and provide tailored care.

Resident Care Tech

Chapman Partnership
04.1996 - 01.1998
  • Enhanced residents'' quality of life by providing compassionate and attentive care.
  • Improved resident satisfaction by promptly addressing concerns and resolving issues in a timely manner.


  • Maintained a safe living environment for residents by conducting regular safety checks and reporting hazards or potential risks.

Education

High School Diploma -

Memorial High School
Eau Claire, WI
06.1988

Skills

  • Budget management
  • Strategic planning
  • Time management
  • Training delivery
  • Problem solving
  • Decision making
  • Team leadership
  • Effective communication
  • Goal setting
  • Conflict resolution
  • Attention to detail
  • Performance monitoring
  • Staff development
  • Adaptability
  • Customer service excellence
  • Client relationship management
  • Empathy and understanding
  • Organizational skills
  • Project management
  • Active listening
  • Task delegation
  • Cross-functional collaboration
  • Customer Service
  • Staff Management
  • Employee Development
  • Decision-Making
  • Customer Relationship Management
  • MS Office
  • Performance Evaluations
  • Negotiation and Conflict Resolution

Languages

English
Full Professional
Spanish
Native or Bilingual

Timeline

Director of Client Care Services

Chapman Partnership
01.2024 - Current

Client Care Manager

Chapman Partnership
01.2004 - 01.2024

Asst. Center Manager

Chapman Partnership
01.2000 - 01.2004

Senior Resident Care Tech

Chapman Partnership
01.1998 - 01.2000

Resident Care Tech

Chapman Partnership
04.1996 - 01.1998

High School Diploma -

Memorial High School

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Luis Binet