Karen Boyd
Client Account Manager/ Lead
Coquitlam,British Columbia
Summary
Dedicated and Loyal Account Manager versed in managing key accounts to promote client satisfaction and retention. Communicative and collaborative with proven history of liaising between personnel and clients to foster seamless communication. Offering 28 years of proficient customer service experience with the same company. I care deeply about those I serve and do so with a consultative approach to ensure stakeholder and teams are well engaged.
Overview
17
17
years of professional experience
Work History
Client Account Manager
Telus
Burnaby/Barrie, BC
03.2020 - Current
- Applied account feedback to identify service deficiencies and develop solutions.
- Drafted project proposals in collaboration with many cross functional teams.
- Presented client-specific strategy and solutions to improve service delivery.
- Conducted calls and meetings with key contacts to coordinate strategic planning and address issues.
- Investigated opportunities for process improvements to streamline operations, reduce costs and increase client satisfaction.
- Managed client communication and oversaw project progress to provide timely status updates and avoid delays.
- Addressed and monitored case trends to proactively mitigate issues.
- Cultivated strong and trusting rapport with client contacts to promote retention and satisfaction.
- Directed and coordinated products, services and sales activities.
Loyalty Care Representative
Telus
Burnaby, BC
02.2017 - 03.2020
- Demonstrated expert negotiation and problem-solving skills to resolve complex and non-routine customer concerns.
- Supported sales team members to drive growth and development.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Mentored junior team members and managed employee relationships.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Surpassed sales goals through implementation of successful marketing strategies.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
Customer Service Representative
Telus
Burnaby, BC
07.2015 - 02.2017
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Improved customer service wait times to mitigate complaints.
- Mentored new employees on procedures and policies to maximize team performance.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
Collections Specialist
Telus
Burnaby, BC
07.2006 - 07.2015
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Developed collection methods to achieve or exceed company financial goals.
- Met demands of busy collections group by performing high volume of daily calls.
Education
Computer Systems Diploma
BCIT
Burnaby, BC2001
Industrial First Aid
Pro Safe Training
Burnaby, BCSkills
- Sales Records Management
- Interdepartmental Collaboration
- Relationship Building
- Customer Complaint Resolution
- Problem-Solving
- Customer Service
- Detail-Oriented
- Verbal and Written Communication
- Time Management
- Client Base Retention
- Competitor Analysis
- Lead Identification and Generation
- Data Analytics
- Employee Retention
- Presentations and Public Speaking
- Problem Resolution
- Creative Thinking
Timeline
Client Account Manager
Telus
03.2020 - Current
Loyalty Care Representative
Telus
02.2017 - 03.2020
Customer Service Representative
Telus
07.2015 - 02.2017
Collections Specialist
Telus
07.2006 - 07.2015
Computer Systems Diploma
BCIT
Industrial First Aid
Pro Safe Training
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