Ronda Klein
Calgary,AB
Summary
Dynamic and results-driven Client Service Manager with over 20 years of experience in telecommunications and enterprise account management, dedicated to enhancing client satisfaction and driving revenue growth. Expertise in implementing effective service protocols that streamline operations, improve response times, and resolve complex issues with professionalism. Recognized for strong leadership abilities, adept problem-solving skills, and a collaborative approach in high-pressure environments, fostering long-term client loyalty and team success. Committed to optimizing processes and delivering impactful results through strategic planning and exceptional communication.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Service Manager
Rigstar Communications Inc. / RSG Telecom
Calgary, AB
12.2019 - 10.2025
- Led the Deployment & Support project - lifecycle management for their largest customer serving as the primary client relationship manager for on-site advocate for construction primes within the energy partnership project. Oversaw the monitoring, performance, and service delivery across more than ten remote workforce camps services included Managed Wi-Fi, internet, radio (PTP), TV, and satellite connectivity, including full inventory oversight and analysis.
- Key Achievements & Responsibilities
- Tracked and reported account performance, KPIs, and actionable insights to improve service outcomes and client satisfaction.
- Proactively identified and resolved issues in collaboration with the NOC team, ensuring a consistently positive client experience.
- Served as 24/7 escalation manager, resolving critical incidents and maintained
- Reduced customer incidents by 150% through proactive escalation management and process improvements.
- Increased customer satisfaction by 15% by leading the Customer Support team and implementing root-cause analysis for product and part claims.
- Improved activation timelines and lifecycle excellence through redesigned customer education checkpoints tied to revenue milestones.
- Strengthened SLA compliance and service performance across enterprise and SMB accounts.
- Directed all inventory and supply chain activities, ensuring accuracy and availability.
- Led cross-functional NOC team to support proactive service engagement.
- Presented strategy, performance metrics, and quarterly business reviews to executive leadership.
- Led cross-functional teams to enhance service delivery and optimize operational efficiency.
- Developed and implemented strategic service management initiatives to improve customer satisfaction and retention.
- Analyzed performance metrics to identify areas for improvement, driving process enhancements across service operations.
- Streamlined communication processes between departments, improving responsiveness and coordination in service delivery.
- Managed key client relationships, ensuring alignment of services with customer needs and expectations.
- Established clear performance expectations for team members, resulting in higher productivity levels and better overall results.
- Managed a team of service professionals, fostering a positive work environment that encouraged collaboration and professional growth.
- Reduced response times for customer inquiries through the implementation of a centralized communication system.
- Coordinated closely with other departments to identify opportunities for collaboration, ensuring seamless execution on joint initiatives.
- Developed strong relationships with key clients, resulting in improved contract retention rates and increased revenue.
- Fostered an environment of continuous improvement by encouraging innovation from team members at all levels within the organization.
- Streamlined workflow processes to increase overall operational efficiency and reduce costs.
- Conducted regular performance reviews, identifying areas for improvement and providing constructive feedback to staff members.
- Optimized resource allocation by analyzing performance metrics and adjusting staffing levels accordingly.
- Implemented quality control measures to ensure consistent delivery of high-quality services across all projects.
- Collaborated with sales teams to develop tailored solutions for prospective clients, ultimately securing new business opportunities.
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Analyzed service reports to identify areas of improvement.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Executive Account Manager
Axia / Bell
Calgary, AB
03.2011 - 10.2016
- Managed public sector accounts, driving revenue growth, contract negotiations, and service adoption across Alberta.
- Key Achievements
- Increased Public Sector accounts by 200%, representing the company at trade shows across Canada.
- Responded to RFQs that generated a 120% increase in revenue for Public Sector projects.
- Implemented CRM processes aligned with account lifecycle and billing, improving operational accuracy.
- Negotiated contracts that strengthened partner relationships and improved service adoption.
- Managed SLA and KPI performance through Salesforce, ensuring alignment between sales and service teams.
- Led escalation and risk mitigation standards, improving adherence to policies and procedures.
- Played a strategic role in delivering Fibre-to-the-Premise for the first project in Alberta.
- Proactively visited municipalities, for the design and construction as Ambassador.
- Achieved Presidents Club Award (Bell and the Customer Excellence award) Proactively communicated and educating municipalities, for design and construction.
- Developed strategic account plans to drive revenue growth and align client objectives with company offerings.
- Facilitated executive-level presentations to showcase product benefits, driving engagement and decision-making among clients.
- Streamlined account management processes, enhancing operational efficiency and reducing response times to client inquiries.
- Contributed to the creation of proposals that showcased a deep understanding of prospective clients'' needs balanced against the company''s capabilities.
- Developed strong relationships with key clients, resulting in increased revenue and long-term loyalty.
- Maintained a deep understanding of industry trends, providing valuable insights to both clients and internal stakeholders.
- Managed contract negotiations with clients, resulting in favorable terms and conditions that supported company objectives.
- Conducted regular account reviews, identifying areas for improvement and implementing necessary changes for optimal performance.
- Organized regular meetings with key contacts within accounts to maintain open dialogue on progress updates or concerns from either party.
- Onboarded new clients efficiently by guiding them through the process from initial contact to successful implementation of products or services.
- Achieved high client satisfaction by delivering exceptional account management services.
- Identified new business opportunities through market research and analysis, leading to successful expansion of the client portfolio.
- Consistently exceeded expectations regarding response time and professionalism when interacting with clients, solidifying their trust in the company.
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Cultivated relationships with key stakeholders to enhance customer satisfaction and retention.
- Analyzed market trends and competitor activities to inform sales strategies and identify new business opportunities.
Education
Certificate - Communications Electronics
NAIT
Edmonton05-1990
Skills
- Client Relationship Management
- Service Excellence & Escalation Leadership
- SLA & KPI Performance Management
- Contract Negotiation & RFQ Response
- Microsoft Office Suite
- Ticketing & Workflow Systems
- Crisis and Issue Resolution
- Positive attitude
- Excellent communication
- Relationship building
- Decision-making
- Task prioritization
- Hiring and training
- Goal setting
- Professionalism
- Complex Problem-solving
- Reliable and responsible
- Outgoing and energetic
- Policy and procedure enforcement
- Forecasting
- Customer satisfaction
- Sales support
- ITIL4
Accomplishments
- Achieved Customer Excellence Award by completing crisis and service deployment accuracy and efficiency.
- Documented and resolved emergency backup implementation for enterprise customer launching operations which led to connectivity within 48 hours.
- Achieved deployment through effectively helping with cross functional technical and field teams to deliver critical services ahead of business opening.
- Achieved revenue risk by completing [Task] with accuracy and efficiency.
- Resolved product issue through consumer testing.
Languages
English
Native or Bilingual
Certification
- ITIL-4 (NAIT)
- Communications Electrician Certification
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Service Manager
Rigstar Communications Inc. / RSG Telecom
12.2019 - 10.2025
Executive Account Manager
Axia / Bell
03.2011 - 10.2016
Certificate - Communications Electronics
NAIT
Customer Excellence
Community leadership and Fundraising campaigns (Cancer) raising awareness and funds. I built partnerships with the Rotary Club and increased participation by 40% and raised $30,000.00 strengthening relationships through outreach and coordination.
Joined and participated in Women in Energy event coordinations.