Patricia Travi
Upton,MA
Summary
Accomplished Client Service Manager at Conduent HR Services, adept in client relationship management and project delivery oversight. Spearheaded initiatives improving customer satisfaction and service delivery, leveraging strong communication skills and effective leadership. Achieved notable enhancements in client satisfaction and team productivity, embodying professional guidance and cross-departmental collaboration.
Overview
28
28
years of professional experience
Work History
Client Service Manager
Conduent HR Services
Florham Park, NJ
01.2010 - Current
- Developed and managed client relationships to ensure satisfaction with services provided.
- Provided timely responses to client inquiries and requests for service.
- Coordinated with internal teams to develop strategies for addressing client needs in a timely manner.
- Implemented processes for improving client service delivery standards.
- Resolved escalated client complaints in a professional manner.
- Collaborated with cross-functional teams on projects related to client service initiatives.
- Conducted regular meetings with clients to review progress on projects and address any concerns or questions they may have had.
- Developed strategies for meeting client needs while achieving organizational goals.
- Established effective communication channels between clients and other departments within the organization.
- Implemented quality assurance programs designed to improve overall customer experience.
- Led team engagement to assist cross-functional departments and achieve goals.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Evaluated employee job performance and motivated staff to improve productivity.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Explained benefits, features, and recommendations to maximize client retention.
- Conducted research and reviewed findings to solve client issues.
- Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved client inquiries and complaints requiring management-level escalation.
- Pinpointed potential areas for expansion during meetings.
- Assigned tasks and established priorities for team members.
- Reviewed completed work to verify consistency, quality, and conformance.
- Led discussions in team meetings focusing on current and future goals.
- Implemented quality control measures to uphold company standards.
- Monitored client accounts to identify any potential issues or areas for improvement.
- Developed team skills for enhanced performance.
- Created change orders for client-specific projects.
- Ensured accuracy of client billing before distribution.
Information Analyst
Conduent HR Services
Florham Park, NJ
02.1997 - 12.2009
- Analyzed participant data to detect inconsistencies.
- Investigated data discrepancies to identify underlying causes.
- Assisted with client inquiries related to the pension administration platform.
- Monitored changes in applicable laws and regulations related to pension plans.
- Collaborated in quality assurance testing for new development solutions.
- Responded promptly and accurately to inquiries from clients regarding their pension plans.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Collaborated with team members to achieve project objectives and meet deadlines.
- Assisted with customer requests and answered questions to improve satisfaction.
- Maintained high levels of customer engagement through both face-to-face and phone communication.
- Engaged customers in conversation using strong interpersonal skills.
Education
Bachelor of Arts - Humanities and Social Sciences
University of Massachusetts, Dartmouth
North Dartmouth, MASkills
- Client Relationship Management
- Project Execution and Coordination
- Project Delivery Oversight
- Team Collaboration Across Departments
- Customer Issue Resolution
- Client Service Excellence
- Client Relationship Building
- Effective Leadership
- Strong Communication Skills
- Professional Guidance
Affiliations
- Vegetable and Herb gardening
- Kettle bell training
- Enjoy cooking
- Enjoy concerts
References
References available upon request.
Timeline
Client Service Manager
Conduent HR Services
01.2010 - Current
Information Analyst
Conduent HR Services
02.1997 - 12.2009
Bachelor of Arts - Humanities and Social Sciences
University of Massachusetts, Dartmouth
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