Maria Clemons
Miami,FL
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent, decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, performance monitoring and morale-building abilities to enhance employee engagement and boost performance. Operating under the business principal that a company is as good as its last call, last service, last touchpoint with the customer, client, employee, provider; and that everyone in the organization holds a role critical to the company's success. That brand recognition and market longevity are driven by exceptional customer service.
Overview
24
24
years of professional experience
Work History
Senior Manager, Client Services
Agero
08.2020 - 03.2022
- Managed 6 Corporate Clients ranging in market size from 1 to 9 million customers.
- $9.5 million in cumulative Annual Top Revenue.
- 45K cumulative services provided monthly.
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Investigated, documented and submitted information to Quality Department about special incidents, events and complaints.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Kept stakeholders up to date on details pertaining to client projects.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
Director, Client Services
Road America Motor Club, A MAPFRE Company
06.2013 - 08.2020
- Managed team of 2 Senior Account Managers, 3 Regional Account Mangers and 10-member support staff.
- Responsible for retention and growth of Client Portfolio comprising of 55 Business to Business Corporate Clients with market footprint ranging from 500K to 9M+ retail customers with cumulative top revenue of $59M for organization.
- Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment.
- Worked closely with organizational leadership to strategically affect operational direction.
- Leveraged marketplace trends to create solutions and refine business strategies.
- Mentored departmental team, boosting efficiency, success and morale among employees.
- Encouraged creative thinking, problem solving, and empowerment as part of facility management group to improve morale and teamwork.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Established performance goals for each department and provided feedback on methods for reaching those milestones.
- Assisted company executives during decision-making process by compiling daily reports to suggest corrective action.
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
- Delegated assignments based on plans, project needs and knowledge of individual team members.
- Developed impactful and strategic partnerships with clients to drive business development.
- Hired and directed teams to achieve daily and long-term operations and business goals.
- Investigated, documented and submitted information to Quality Department about special incidents, events and complaints.
- Established performance and service goals and held associates accountable for individual performance.
- Analyzed business needs while soliciting customer feedback for process improvements.
Senior Manager, Customer CARE & Claims Department
Road America Motor Club, A MAPFRE Company
01.1998 - 06.2013
- Responsible for 30+ team member Customer Service Department.
- Responsible for 20+ team member Claims Department, handling both, in-house marketed products and services offered to insurance companies, extended warranties and automotive dealerships and as administrators for TPA's servicing automotive industry.
- Executive Leadership support, resolution and decision maker on high level and legal complaints on service issues and claims.
- Cross-trained existing employees to maximize team performance.
- Prepared and recommended long-range plans for development of department personnel.
- Direct report to CEO, and Executive Team.
- Compiled data highlighting key metrics to report results, determine trends and identify methods for improving customer service satisfaction, client retention, claims utilization, and costs.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Collaborated with Legal, Licensing, Sales, Marketing and Account Services on market and product positioning, contract language and product/service performance.
Education
Associate of Arts - Business Administration And Management
MDC
Miami, FLSkills
- Client Interfacing, Retention and Growth
- Customer Retention
- Team Management and Development
- Claims Administration
- Managing Client Contracts
Accomplishments
- Collaborated with the Road America Parent Company's Global Technical Team to customize, train, implement and launch SalesForce across all North America affiliates of the organization.
Timeline
Senior Manager, Client Services
Agero
08.2020 - 03.2022
Director, Client Services
Road America Motor Club, A MAPFRE Company
06.2013 - 08.2020
Senior Manager, Customer CARE & Claims Department
Road America Motor Club, A MAPFRE Company
01.1998 - 06.2013
Associate of Arts - Business Administration And Management
MDC