Pachoua Thor
Saint Paul,MN
Summary
Proactive and goal-oriented professional with experience managing and building client relationships. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
12
12
years of professional experience
Work History
Senior Project Manager
Merchology
04.2022 - 03.2024
- Maintaining and growing 5 key accounts and 10+ other client relationships while upselling as often as possible
- Streamlined project management processes by implementing agile methodologies, resulting in improved efficiency and reduced costs.
- Evaluated vendor proposals, selecting those that provided the best value for cost, quality, and timeliness.
- Improved stakeholder communication by establishing regular update meetings and clear reporting channels, resulting in increased trust and partnership building stronger relationships and identification of new business opportunities.
- Monitored 10-25 project progressions, identified risks and took corrective action as needed.
Service Executive
Fiserv
04.2019 - 12.2021
- Collaborated with cross-functional teams to ensure seamless service delivery to clients while coordinating resources efficiently during high-volume periods, ensuring timely completion without compromising quality.
- Aligned department goals with organization-wide objectives, driving strategic initiatives forward while maintaining exceptional levels of customer satisfaction.
- Leveraged industry knowledge to anticipate potential challenges and proactively address them before they impacted clients or business operations.
- Managed challenging client situations with professionalism, resolving issues and maintaining positive relationships.
- Monitored customer feedback closely to identify trends and implement corrective actions as necessary while reviewing service performance metrics, identifying opportunities for process optimization for 14 key accounts.
Client Services Representative
Fiserv
07.2017 - 03.2019
- Enhanced client satisfaction by providing timely and accurate information on products and services.
- Investigated and resolved customer inquiries and complaints quickly.
- Managed a portfolio of high-value clients, ensuring their needs were met and fostering long-term relationships.
- Collaborated with cross-functional teams to resolve complex client issues quickly and efficiently.
- Mentored new representatives, sharing best practices and industry insights to enhance overall team performance.
Administrative Service Representative
US Bank
05.2016 - 07.2017
- Process 10 or more account closing requests ensuring all policies and regulations are met at a time
- Check printing and handling preventing theft & fraud.
- Increased efficiency and team productivity by promoting operational best practices.
- Promptly responded to inquiries and requests from internal clients.
Customer Service Supervisor
Multi-Tech Systems
07.2012 - 02.2016
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations
- Developed and maintained strong relationships with customers to maintain loyalty and improving satisfaction by addressing and resolving escalated issues promptly and professionally.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team while streamlining workflow processes for increased efficiency.
Education
Certificate - Cybersecurity
University of Wisconsin, Madison
Madison, WI09.2021
High School Diploma -
James Madison Memorial High School
Madison, WI01.2003
Skills
- Client relationship management & growth
- Sales/Upselling
- Excellent communication
- Time management
- Critical thinking/Problem solving
- Computer skills including Microsoft Office
- Attention to detail and organizational skills
- Flexibl/Adaptable
- Dependable and responsible
- Multitasking
- Teamwork and collaboration
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Project Manager
Merchology
04.2022 - 03.2024
Service Executive
Fiserv
04.2019 - 12.2021
Client Services Representative
Fiserv
07.2017 - 03.2019
Administrative Service Representative
US Bank
05.2016 - 07.2017
Customer Service Supervisor
Multi-Tech Systems
07.2012 - 02.2016
Certificate - Cybersecurity
University of Wisconsin, Madison
High School Diploma -
James Madison Memorial High School
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