Client Relationship Manager
Finsbury Associates
Total years of experience :22 years, 4 Months
P&L: Responsibility for reaching or exceeding budgeted financial goals in one or more of our key customer retention categories - saves and reinstatement, customer longevity, load ups, and cross sell - using a variety of communication media including invoice text, inserts, email and telemarketing.
Campaign Planning & Execution: Responsible for conceptualizing and managing a diverse range of customer retention campaigns and initiatives. This includes idea generation and exploration, preparing and presenting proposals, overseeing the creative and production processes and championing successful execution.
Campaign Analysis: Analyze campaign outcomes in detail, using a variety of proprietary software applications. Draw insights and present results clearly to facilitate sound decision making on next steps.
Budget/Forecast: Build a detailed, bottom-up annual budget for areas of responsibility. Supply key inputs to the quarterly reforecast, using the most accurate, up-to-date information available. Be prepared to discuss assumptions used for developing budgets and forecasts.
Special Projects: Participate in a variety of special projects as requested, including explorations of system or process improvements, new retention categories, and joint projects with Customer Service.
Customer Focus: Working with Customer Service, Marketing Services and Operation to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime value.
Patrols assigned areas on foot, checking for fires, vandalism, suspicious activity or persons or safety/fire hazards.
Investigates and/or reports hazards, unusual or suspicious circumstances to community police unit for correction or follow- up actions; maintains contact with community police.
Checks doors and windows of buildings to ensure they are tightly closed and locked; notes in written log any unlocked doors/windows; submits information to supervisor.
Observes activity and traffic in assigned area to enforce building rules/regulations; alerts visitors of infractions.
Assists any persons in building or on grounds needing directions or building information.
Escorts people/property to desired destination when monies, documents or safety of property or persons are a concern.
Responds to alarms and dispatched calls; decides what actions to take based on situation, facts known and position limitations.
Decides when incident requires written report; decides which report form to use and submits to supervisor.
Unlocks buildings/doors after checking identification and compliance with university policies.
May assist law enforcement officers with crowd control and surveillance at large public events.
Provides first aid assistance when needed/emergencies
Work with the engineer both underground and aerial Outside Plant Construction Services including the placement and splicing of fiber, copper and coax cables; trenching, pole and anchor placement, conduit and manhole construction and cabinet placement.
Installation including services for telephone, power, CATV and gas companies.
Designs underground, aerial and buried fiber optic, copper and coax cable systems. Perform make-ready studies, strand mapping, field walk-out, computer-aided design and drafting, and fiber cable routing and design. Offer turnkey design/ build services for virtually any communications project.
Highly trained with technical expertise required to install, test and commission today’s state-of-the-art digital transmission systems and ancillary products. provide full turnkey services of DLE cabinets of any manufacturer that includes assemble, wiring, testing, site preparation and turn up of the most sophisticated electronics, including IPTV.
Furnish and install services for virtually any telecommunications project.
Completes opening, daily and closing procedures/checklists in accordance with company policies/procedures.
Coordinates with management for on-the-job training of new associates.
Operates cash register and voids transactions as needed while following all the company's cash handling policies and procedures, and maintains proper security of cash at all times.
Transfers supplies and equipment between storage and work areas by hand or use of a hand truck.
Implements product rotation based on product code dates in warehouse and concepts, orders product and participates in physical inventory counts as required.
Resolves customer complaints in a manner consistent with company policy, and with customer satisfaction in mind.
Practices excellent food safety and sanitation practices and complies with HACCP standards.
Monitors compliance with safety guidelines, builds awareness about safety, and reports any safety concerns to management.
To ensure the customer has received an excellent service experience during each visit, as reflected on the in house and manufacturer satisfaction surveys.
To direct all customer relations activities, keeping service management informed of all efforts, enlisting management’s aid when necessary.
To effectively manage service sales on a daily basis, ensuring that the correct handling of all aspects of the service transaction are followed.
To effectively manage the resources available (loaner cars, personnel, etc.) to maintain profitability guides have been met.
To understand and ensure the store written service processes are followed completely.
To ensure compliance with manufacturer warranty and policy procedures.
Identify and assist all customers’ issues known by utilizing customer exit survey and ensuring active delivery by staff.
To ensure company procedures and standards of customer and employee treatment are being followed.
Maintain company standards of quality and safety and housekeeping
Effectively communicates goals for the shift, models how the goals can be achieved, and ensures operational and organizational objectives are met for the shift.
Maintains a calm demeanor during periods of high volume to keep restaurant operating to standard and to set a positive example for the entire team.
Delivers outstanding Guest service by maintaining a positive and friendly demeanor and coaches team to connect with each and every Guest.
Every position is expected to do their part to provide amazing Guest service, whether you are a Sandwich Artist or a management employee.
Delegates responsibilities and practices to team to ensure smooth flow of operations with input and guidance from General Manager.
Follows Company operational policies and procedures, including those for cash handling and safety.
Provides fresh, quality products consistently for all Guests by adhering to all product build and presentation standards. Follows food safety guidelines for all products.
Maintains regular and punctual attendance.
Promotes great team work and readily assists with team needs throughout the shift.
Maintains a clean and polished appearance, wearing the designated uniform.
Consistently uses suggestive selling and up-selling techniques in order to boost restaurant sales and increase Guest satisfaction.
Recruiting and training quality workforce and motivating them to perform their jobs based on the company’s standards.
High quality customer service and great food experience consistently delivered while maintaining a cost effective operation in a great working environment.
Responsible for coaching and counseling Team Members. To train and develop the restaurant’s team to the expected performance and certification levels.
Implement all the company’s standard guidelines and policies to maintain work efficiency.
Conduct Performance Reviews in accordance with policies and procedures.
Review, analyze and make recommendations.
Respond to and handle employee complaints; recommend or take appropriate action when administering disciplinary actions.
Planning, supervising and monitoring the work of the team members in assigned area(s).
Supervises the day-to-day operation.
Establishes and administers training programs of subordinates within the assigned outlet.
Ensures that available facilities are adequate.
Maintains and instructs assigned personnel as to safety and sanitation policies and procedures; ensures hazards are eliminated.
Monitors appearance of food served and communicates deviations from standard to the Kitchen Supervisor.
Acts immediately on all customer comments to ensure that corrections are made when possible.
Performs assigned input work in compiling annual budgets.
Recommends changes including hiring, promotion, demotion and release of personnel; recommends wage and salary adjustments for personnel within established limits.
Acts as a role model to other employees and always presents self as a credit to Harrah’s and encourages others to do the same.
Tracks outlet and employee performance against plan and initiates corrective action under the guidance of the manager to achieve revenues.
Supervise the work activities of Associates within his/her area.
Communicate store objectives to Associates using the appropriate programs and tools.
Train and develop Associates within the work team, through the management of training calendar and curriculum.
Engage in coaching for the development of Associates.
Participate in the interview process for hiring of new Associates and partner with store management on recommendations.
Provide input into appropriate discipline decisions related to Associates.
Provide input to the Associates on performance appraisals and make recommendations on promotion of associates in his/her area.
Describe merchandise and explain use, operation, and care of merchandise to customers
Recommend, select, and help locate or obtain merchandise.
Maintain knowledge of current sales and promotions.
Place special orders or call other stores to find desired items.
Supervises and coordinates activities of staff engaged in customer service activities.
Plans, prepares, and devises work schedules, according to budgets and workloads.
Observes and evaluates staff’s performance.
Issues instructions and assigns duties to staff.
Trains and instructs staffs.
Conducted traffic control of worksites.
Performed landscape maintenance.
Repaired lawns and plant life.
Installed concrete and asphalt.
Digs into bowl and shank of smoking pipe blank with pointed tool to remove rough spots and smooth surface.
Fills holes with putty to give smooth surface.
Controls movement of vehicular traffic through projects.
Supervise, direct, coordinate, and plan building and construction projects of all types.
Responsible for the cultivation and care of the landscaping and grounds surrounding a business or building. Plants flowers, mows, pulls weeds, repairs structures, and maintains outside of building.
Install, maintain, and/or repair audio equipment and accessories.
Inspect or test lines and cables.
Splice cables, using hand tools, epoxy, or mechanical equipment.
Place insulation over conductors or seal splices with moisture-proof covering.
String cables between structures and lines from poles, towers, or trenches.
Insure lines are pulled to the proper tension.
Install equipment, i.e. amplifiers or repeaters to maintain the strength of communication transmission
Instruct the howitzers when and where to fire.
Coordinate with officers of longitude and latitude on map grid coordinates.
Loganville High School (1994-1999) • Completed 2 years of French • 4-H Regional s • Cross Country • Drama • Chorus - State Finals