Client Relations ManagerClient Relations Manager

Key Achievements:

Successfully onboarded 50+ clients, coordinating onboarding activities, setting expectations, and ensuring a smooth transition into service. Managed and maintained relationships with clients, serving as a primary point of contact for concerns, escalations, service updates, and ongoing account support. Led and supported teams of up to 15 Virtual Assistants, providing coaching, performance feedback, and ongoing guidance to improve accountability and service quality. Conducted regular one-on-one sessions and weekly check-ins with clients and team members to review performance, address concerns, and identify opportunities for improvement. Monitored KPIs, maintained performance trackers, and prepared reports to evaluate team performance, identify trends, and support data-driven decisions. Spearheaded the development of Job Aid Handbooks and performance trackers to improve onboarding, standardize processes, and strengthen team accountability. Coordinated with operations, recruitment, and other internal departments to resolve issues, streamline workflows, and ensure timely completion of client requirements. Managed escalations and performance concerns by identifying root causes, implementing action plans, and monitoring progress through resolution. Previously led a team of 12 agents in the safety and industrial market, overseeing daily operations, inventory verification, logistics coordination, and cargo shipment approvals. Consistently emphasized clear communication, process improvement, team development, and customer satisfaction to support business objectives and long-term client relationships.