Richard Rapanut
Carson,CA
Summary
Experienced client relations professional with over two decades of success in driving client satisfaction and retention through strategic relationship-building and proactive communication. Skilled in utilizing client support and project management expertise to handle communication, address challenges, and cultivate enduring positive client partnerships. Highly knowledgeable in credit union data processing and recognized as a proficient leader at fostering high-performing teams to deliver exceptional client value.
Overview
23
23
years of professional experience
Work History
Client Services Assistant Manager
Wescom Resources Group
11.2020 - Current
- Effectively managed the Client Services team and developed staff performance through training and mentoring.
- Coordinated communication between clients and internal teams to ensure seamless service delivery.
- Assisted clients with inquiries, providing accurate information and resolving issues efficiently.
- Developed training materials to onboard new team members on client service protocols.
- Conducted regular follow-ups with clients to assess satisfaction levels and address concerns proactively.
- Enhanced client satisfaction by providing timely and accurate information on products and services.
- Provided administrative support to the Client Services team, enabling them to focus on higher-level tasks and strategies.
- Served as the subject matter expert, managed and participated in various projects impacting multiple clients, and assisted in the implementation of organizational strategies.
- Responsible for the onboarding of new clients, providing guidance and support to ensure a smooth transition.
- Monitored client satisfaction and gathered feedback to continuously enhance client experience and drive business growth.
Client Services Coordinator
Wescom Resources Group
05.2014 - 11.2020
- Provided core systems management and data processing for credit unions
- Managed implementation of client projects relating to new vendor connections, job file processing, core system releases and patches, disaster recovery testing, annual IRS reporting, core programming, and database storage.
- Coordinated client communications to ensure timely resolution of inquiries and service requests.
- Responsible for multiple client accounts simultaneously, prioritizing tasks effectively to meet deadlines without compromising quality.
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Developed strong relationships with clients through regular check-ins, fostering loyalty and trust.
- Built strong relationship with clients, third-party vendors, and internal Wescom Credit Union departments
Client Relationship Manager, Advanced
Symitar, Jack Henry & Assoc. Inc.
03.2012 - 09.2013
- Cultivated strong client relationships, ensuring clear communication and satisfaction with services provided.
- Coordinated client onboarding processes, enhancing initial engagement and service understanding.
- Managed client inquiries, providing timely resolutions to foster loyalty and retention.
- Analyzed client feedback to identify areas for service improvement and enhance experience quality.
Technical Support Rep, Senior/Team Lead
Symitar, Jack Henry & Assoc. Inc.
03.2003 - 09.2012
- Cultivated strong client relationships, ensuring clear communication and satisfaction with services provided.
- Coordinated client onboarding processes, enhancing initial engagement and service understanding.
- Managed client inquiries, providing timely resolutions to foster loyalty and retention.
- Analyzed client feedback to identify areas for service improvement and enhance experience quality.
Account Liaison
Symitar, Jack Henry & Assoc. Inc.
03.2002 - 09.2003
- Cultivated strong client relationships, ensuring clear communication and satisfaction with services provided.
- Coordinated client onboarding processes, enhancing initial engagement and service understanding.
- Managed client inquiries, providing timely resolutions to foster loyalty and retention.
- Analyzed client feedback to identify areas for service improvement and enhance experience quality.
- Enhanced customer satisfaction by providing tailored connected solutions and technical support.
Education
No Degree - Business Management
UNIVERSITY OF PHOENIX
San Diego, CANo Degree - Graphic Design
BROOKS COLLEGE
Long Beach, CANo Degree - General Education
MESA COLLEGE
San Diego, CASkills
- Technical Support Capabilities & Escalation
- Client Relationship Building & Management
- Client satisfaction-driven
- Salesforce Software
- Effective written and verbal communication
- Problem-Solving
- Account Management
- Client Services
- Conflict Resolution
- Workforce management
- Strong interpersonal skills
- Project Management
- KeyStone Core Processing Software
Timeline
Client Services Assistant Manager
Wescom Resources Group
11.2020 - Current
Client Services Coordinator
Wescom Resources Group
05.2014 - 11.2020
Client Relationship Manager, Advanced
Symitar, Jack Henry & Assoc. Inc.
03.2012 - 09.2013
Technical Support Rep, Senior/Team Lead
Symitar, Jack Henry & Assoc. Inc.
03.2003 - 09.2012
Account Liaison
Symitar, Jack Henry & Assoc. Inc.
03.2002 - 09.2003
No Degree - Business Management
UNIVERSITY OF PHOENIX
No Degree - Graphic Design
BROOKS COLLEGE
No Degree - General Education
MESA COLLEGE
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