Stacey Guzzo
Summary
Influential Client Relationship Manager with excellent client oversight, issue resolution, and relationship-building expertise. Possesses strong communication and interpersonal skills for providing superior customer service and paving the way toward optimum outcomes.
Overview
6
6
years of professional experience
Work History
Client Relationship Manager
Board Developer
01.2023 - 02.2024
- Establish and maintain strong relationships with key clients, acting as the primary point of contact and ensuring their needs are met through effective communication and collaboration
- Schedule and organize interviews, board meetings, and executive leadership meetings, ensuring all logistics are in place and all participants are well-prepared
- Track and manage all action items arising from board meetings and monthly client meetings, holding both clients and internal teams accountable for timely completion
- Collaborate with internal teams to create meeting agendas that address key priorities and facilitate productive discussions
- Proofread all meeting agendas and communications, ensuring accuracy and professionalism in all interactions
- Onboard new board members, providing them with relevant information and resources to help them contribute to the organization's goals and objectives
- Support and assist clients with special projects or events, including strategic planning, marketing, fundraising, and event planning
- Act as a liaison between the board and internal teams/clients, effectively communicating and coordinating efforts to achieve organizational goals
Client Experience Manager (Account Manager)
The Best Claims Solutions
10.2021 - 10.2022
- Serve as the primary point of contact for over 70 insurance carriers/agencies and their subsidiaries
- Established clear communication channels between clients and internal teams, ensuring seamless project execution, and coordinating new client business.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Research and monitor emerging markets and market shifts to identify and pursue potential leads and generate a minimum of 20 new cold calls per week
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
- Onboard new accounts, and set expectations, ensuring client satisfaction and loyalty
- Keep accurate records of customer service actions and discussions, using CRM software and other tools
- Negotiated contract terms with clients, securing favorable agreements for both parties.
Assistant Account Manager
The Best Claims Solutions
08.2021 - 10.2021
- Took on 3 new clients per week, demonstrating excellent customer service and communication skills, resulting in a promotion to Account Manager/Client Experience Manager
- Maintained accurate records of client interactions, ensuring all relevant information was easily accessible for future reference.
- Created detailed administrative processes and procedures to drive efficiency and accuracy,
- Participated in cross-functional projects, working collaboratively with colleagues from various departments to achieve shared goals.
- Established strong rapport with new clients by conducting thorough needs assessments and offering tailored account solutions.
Customer Service Representative
M2 Group/Voip Innovations
09.2020 - 06.2021
- Responsible for managing day-to-day relationships of 300 small/mid-level accounts within VOIP Innovations' existing customer base
- Analyzed telecom services and suggested technical or financial solutions as needed
- Identified opportunities to upsell and increase revenue
- Preparing business proposals and contract reviews
- Providing live online chat support through Hubspot to filter and create new leads for sales team
- Recorded account information to open new customer accounts
- Answered product and service questions, suggesting other offerings to attract potential customers
- Delivered prompt service to prioritize customer needs
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions
- Promptly responded to inquiries and requests from prospective customers
- Facilitated inter-departmental communication to effectively provide customer support.
Quality Assurance Specialist (Bilingual)
Arcsmart Solutions
09.2019 - 09.2020
- 110% Quota Attainment
- Provided training to over 200 agents across 6 call centers including Mexico & Puerto Rico
- Regularly exceeded all scoring metrics
- Assessed and measured HughesNet Sales agents' overall performance, behaviors & interactions with customers based on a specific set of call criteria
- Coached and educated representatives on areas for improvement
- Enforced agent compliance in accordance with company guidelines and quality standards
- Identified and documented any trends or flaws in internal processes by reporting findings and any suggestions to management
- Analyzed and determined overall company performance for several call centers and help implement necessary changes
Enterprise Billing and Tech Support
Arcsmart Solutions
10.2018 - 09.2019
- Succeeded in maintaining above average metrics 105% (Call duration, quality, satisfaction)
- Educated customers with tips to help with data usage and speed
- Executed remote troubleshooting of connectivity issues across networks such as Wi-Fi, and satellite internet
- Identify and isolate any issues and explaining steps required to restore connectivity
- Identified potential sales and cross-selling opportunities
- Used ticketing systems to manage and process support actions and dispatch requests
- Monitored systems in operation and quickly troubleshot errors
- Handled high volume of in-bound calls
- Identified, researched, and resolved billing variances to maintain system accuracy and currency
- Handled account payments and provided information regarding outstanding payments.
Customer Service Representative
IPacesetters (Comcast/Spectrum)
03.2018 - 10.2018
- Informed customers of promotions to increase sales productivity and volume.
- Increased revenue with strategic upselling of products and services to existing customers.
- Educated customers about billing, payment processing and support policies and procedures.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
- Updated account information to maintain customer records.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
Sales Associate
Perfumes 4 U
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Maximized profitability with strategic upselling techniques during one-on-one interactions with clients at the point of purchase.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
Education
High School Diploma -
Gilbert High School
Gilbert, AZ05.2014
Skills
- Account Management
- Client Relations
- Exceptional interpersonal communication
- Project Management
- Strategic Planning
- CRM Systems
- Cross-Functional Collaboration
- Time Management
- Conflict resolution skills
- Community involvement
- Lead prospecting
- Goal-oriented mindset
Timeline
Client Relationship Manager
Board Developer
01.2023 - 02.2024
Client Experience Manager (Account Manager)
The Best Claims Solutions
10.2021 - 10.2022
Assistant Account Manager
The Best Claims Solutions
08.2021 - 10.2021
Customer Service Representative
M2 Group/Voip Innovations
09.2020 - 06.2021
Quality Assurance Specialist (Bilingual)
Arcsmart Solutions
09.2019 - 09.2020
Enterprise Billing and Tech Support
Arcsmart Solutions
10.2018 - 09.2019
Customer Service Representative
IPacesetters (Comcast/Spectrum)
03.2018 - 10.2018
Sales Associate
Perfumes 4 U
High School Diploma -
Gilbert High School
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