Tiffany Cary
Phoenix,AZ
Summary
Highly efficient Client Services Director possessing strong communication, problem-solving and multitasking skills. Skilled in building high-level relationships with clients and providing quality services
Overview
10
10
years of professional experience
Work History
Director, Client Services
Access TeleCare, LLC
05.2022 - Current
- Managed book of 70+ customers every day with positive attitude and focus on customer satisfaction.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Supported multiple projects with advanced skills in document management, customer relations and reporting.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Developed Client Services Core Process and Procedures.
- Mentored new Client Services Directors.
- Executed and devised business development strategies to attract and acquire new clients using content marketing, cold-calling and networking
Key Account Manager
Concentra
06.2018 - 05.2022
- Primary point of contact for designated key accounts who require local account management in multiple markets
- Ensure all key accounts are aware of latest initiatives within Concentra and have access to all resources
- Problem solve and collaborate with other disciplines to ensure clients receive outstanding customer service, necessary paperwork, and appropriate billing
- Produced 100% PTG in 2019, 2020, and 2021 which equated in net new revenue of 3-million-dollars
- Developed sales strategy for 1-million-dollar COVID opportunity that included multi location, various staffing levels, and complex reporting to meet needs of client
- Was asked to take on additional markets in effort to stabilize business and help grow existing accounts that were previously unmanaged and not preforming to companies' expectations
- Helped train new and underperforming account managers.
Assistant Center Operations Director
Concentra
01.2018 - 06.2018
- Monitored office workflow and administrative processes to keep operations running smoothly at largest 24/7 clinic in Arizona
- Established departmental performance goals and provided feedback for underperforming areas
- Leveraged professional networks and industry knowledge to strengthen client relationships
- Assisted in recruiting, hiring and training of team members
- Scheduled employees for shifts, taking into account customer traffic and employee strengths
Front Office Lead/Client Liaison
Concentra
07.2014 - 12.2017
- Client Liaison: Primary point of contact for major clients who require local account management
- Managed client book valued at over 2 million dollars of revenue
- Problem solve and collaborate with other disciplines to ensure clients receive outstanding customer service, necessary paperwork, and appropriate billing
- Actively manage assigned clients via phone, email, and face to face meetings
- Run weekly, monthly, and yearly reports to ensure certain metrics are being measured and followed as retention tool for assigned clients
- Recognized and rewarded for outstanding customer service by management and client feedback.
Skills
- Customer Satisfaction
- Client Retention Strategies
- Self Motivation
- Adaptability and Flexibility
- Training and Development
- Interpersonal Skills
Training
Proficient in Microsoft Office
Travel
Appreciates traveling the world, experiencing new cultures, cuisines, and lifestyles.
Timeline
Director, Client Services
Access TeleCare, LLC
05.2022 - Current
Key Account Manager
Concentra
06.2018 - 05.2022
Assistant Center Operations Director
Concentra
01.2018 - 06.2018
Front Office Lead/Client Liaison
Concentra
07.2014 - 12.2017
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