Summary
Overview
Work History
Education
Skills
Timeline
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Mary Abate

Middleburg,FL

Summary

Client Manager dedicated to assisting leadership by performing administrative and client support duties associated with maintaining client accounts. Focused on ensuring excellent service standards and maintaining high customer satisfaction. Experience providing product and services information, and resolving any emerging problems clients might face with accuracy and efficiency. Goal and detail oriented with strong organizational skills.

Overview

16
16
years of professional experience

Work History

Client Care Supervisor

Blue Pearl
08.2008 - Current
  • Successfully maintained compliance with all industry regulations and internal policies while handling sensitive client information with utmost discretion.
  • Built relationships with customers and community to establish long-term business growth.
  • Managed escalated calls, resolving complex issues and maintaining high levels of client satisfaction.
  • Analyzed performance metrics, identifying areas for improvement and implementing targeted strategies.
  • Compiled and analyzed data to determine approaches to improve sales and performance.
  • Introduced innovative tools that streamlined workflows within the Client Care department.
  • Collaborated cross-functionally with local team members to maintain consistent message and experience.
  • Managed revenue models, process flows, operations support and customer engagement strategies.
  • Developed compelling presentation decks to gain approval for ideas and communicate results.
  • Delegated tasks to existing support team members.
  • Discussed different financial options with clients
  • Organized daily workflow and assessed appropriate staffing to provide optimal service.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Achieve service targets by cultivating and securing new customer relationships.
  • Created a welcoming environment for clients by demonstrating empathy and understanding during interactions.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Enhanced client satisfaction by promptly addressing concerns and providing effective solutions.
  • Partnered with company leadership to deliver services that support company objectives and consistent with corporate values.
  • Established strong relationships with clients, further promoting trust in our services.
  • Implemented systems and procedures to increase workflow.
  • Coordinated with other departments to streamline communication and enhance overall client experience.
  • Adapted quickly to changes in company procedures and market trends, ensuring that the Client Care team remained at the forefront of best practices for providing exceptional support to our clients.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Coordinated referrals to specialists, hospitalizations, ER visits, ancillary testing, and other enabling services for patients.
  • Contributed significantly toward increasing referral business by delivering memorable and personalized customer experiences consistently throughout my tenure as a supervisor.
  • Consistently met or exceeded departmental targets related to response times, resolution rates, and client feedback scores.
  • Oversaw daily operations of the Client Care team, ensuring timely and accurate support for clients.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Collaborated on cross-functional projects aimed at enhancing the overall customer journey from start to finish.
  • Established performance and service goals and held associates accountable for individual performance.
  • Developed new employees and on-going performance assessment of current employees.
  • Facilitated regular team meetings to discuss performance goals, progress updates, and ongoing challenges.
  • Skilled at working independently and collaboratively in a team environment.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Effective in verbal and written communication skills
  • Able to operate multi phone system
  • Multi department scheduling

Education

High School Diploma -

Middleburg High School
Middleburg, FL
06.1992

Skills

  • Database Management
  • Client Relationship Building
  • Appointment Scheduling
  • Operating Procedures and Policies
  • Staff Training and Development
  • Performance Evaluations
  • Data Confidentiality
  • Time Management
  • Customer Service
  • Decision-Making
  • Customer Complaint Resolution
  • Document Management

Timeline

Client Care Supervisor

Blue Pearl
08.2008 - Current

High School Diploma -

Middleburg High School

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Mary Abate