Patrycja A. Rochnowska
Naples,FL
Summary
Dynamic client services leader with a proven track record at Elite Business Solutions, driving a 20% increase in customer retention. Expert in relationship management and team development, I excel in enhancing client satisfaction and implementing strategic solutions that foster long-term partnerships. Committed to delivering exceptional results through innovative client success strategies.
Overview
18
18
years of professional experience
Work History
Director of Client Relations
Kushi Law Firm, P.A.
Naples, FL
07.2022 - 03.2025
- Successfully Conducted Consultations on behalf of the attorney for Estate Planning and Probate Prospective Clients with a consecutive 100% conversion rate. Resulting in a signed Engagement Agreement, and payment collected all within the first meeting.
- Successfully scheduled the next steps for the client's process. Included Design meetings and Signing Ceremonies.
- Reviewed the scope of work, deliverables, and timelines outlined in the agreement with clients. Addressing any questions or concerns the client may have to ensure a positive successful outcome.
- Held weekly meetings with Community Partnerships, to increase leads and provide white glove service to current clients by connecting them with services they may need outside of law firm. Ex: Aging In Place, to expand service offerings and drive mutual growth opportunities for both parties involved.
- Managed Community events, marketing and presentations.
- Attended numerous business networking meetings/groups resulting in strong leads and referrals: Ex. Senior Blue Book, GROW, Rotary.
- Established strong relationships with key clients, driving loyalty and long-term partnerships. By serving as the primary point of contact for key accounts, addressing concerns and providing timely solutions.
- Led Client Relations department through periods of rapid growth by effectively managing resources during critical transitions or organizational changes within the firm.
- Prepared Estate Planning Binders for client meetings, ensuring alignment with business objectives and successful deliverables.
- Championed process improvements based on best practices from successful projects to continuously elevate overall departmental efficiency levels.
- Created Estate Planning and Probate Process Guides and Recorded How to Videos to increase team productivity.
- Developed Conversion Excel Spreadsheet to understand where the business leads are generated, included daily/weekly numbers and conversions of clients per estate/probate plan.
- Managed CRM Software Hubspot and Actionstep for daily prospective and current client management reporting, client matter steps and effective marketing campaigns.
- Increased customer retention through proactive issue resolution and regular followups. Conducted warm leads and cold call followups.
- Completed opening and closing functions to meet operational needs
Client Services /Business Office Manager
Fifth Avenue Family Office
Naples, FL
09.2014 - 06.2022
- Provided high-level administrative and strategic support to the company's top executives, including the three partners and other C-level leaders.
- Streamlined client onboarding processes and successfully managed client relationships.
- Led team meetings to foster collaborative environment, improving cross-departmental communication and project outcomes.
- Coordinated with IT department to resolve technical issues swiftly, minimizing downtime and maintaining operational continuity.
- Developed and maintained strong relationships with vendors, negotiating contracts for cost savings and improved service quality.
- Oversaw onboarding process for new employees, ensuring smooth integration into company culture and workflow.
- Coordinated office events, boosting morale and enhancing skill sets across team. Including the Angel Fund member events.
- Managed office staff PTO calendars and HR responsibilities.
Front Desk Client Services
Premier Executive Center
Naples, FL
10.2009 - 04.2014
- Prepared office spaces for prospective clients, managed furniture movers, and completed technology set up.
- Conducted prospect tours for building manager of available suites.
- Handled all planning of annual/monthly catered events for clients, providers and consultants.
- Assisted with day-to-day operations, collected tenants rent & ran all payments for monthly/weekly/daily services. Deposited incoming checks into MorningStar software, prepared daily bank deposits, and input data for monthly reports.
- Managed conference rooms for video conference meetings.
- Managed vendors for daily building operations.
Project Manager
Floridakeys.com
Key West, FL
02.2008 - 05.2009
- Provided dedicated support to a diverse client base, Online Marketing for over 2,000 Florida Keys local businesses.
- Right hand to Director of Marketing, Clinton Barras.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Maintained a strong presence within the community; Business Guild, Chamber & Florida Keys Tourist Development Council.
Admin/Receptionist
Cooke Communications
Key West, FL
09.2007 - 02.2008
- Assist the Publisher & Accounting Department with daily & end of month procedures.
- Greet local residents, clients and key community leaders for Advertising & Editorial Departments.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
Education
Microsoft Office 2016 Master Certification -
Florida Gulf Coast University
Online11-2020
Associate of Science - Fashion Marketing
Miami International University of Art & Design
Miami, FL01-2006
High School Diploma -
Key West High School
Key West, FL01-2004
Skills
- Relationship Management
- Sales Support
- Recruiting and Hiring
- Staff Training
- Team Development
- Brand Awareness
- Client Relationships
- Customer Satisfaction
Timeline
Director of Client Relations
Kushi Law Firm, P.A.
07.2022 - 03.2025
Client Services /Business Office Manager
Fifth Avenue Family Office
09.2014 - 06.2022
Front Desk Client Services
Premier Executive Center
10.2009 - 04.2014
Project Manager
Floridakeys.com
02.2008 - 05.2009
Admin/Receptionist
Cooke Communications
09.2007 - 02.2008
Microsoft Office 2016 Master Certification -
Florida Gulf Coast University
Associate of Science - Fashion Marketing
Miami International University of Art & Design
High School Diploma -
Key West High School