Larry D.

About Larry D.

With over 15 years of professional experience, I specialize in client relations…

Experience

1. Client Services Manager

   Generali Global Assistance

   Nov 2024 — Present

   Ensures that Client Service Coordinators are handling customer issues and requests timely and effectively.• Assist in the interview process and hiring of new team members.• Identifies client trends based on analysis of client activity, compares to targeted volumes / revenue, and develops strategic plans for each account to increase margins and retention by proposing account optimization, cross selling and upselling that can exceed annual targets.• Reviews pending accounts receivable monthly and leverages client relationship to collect all accounts receivable• Provides consultative view and guidance to assigned clients related to their products and customers• Conducts annual review with each client and holds semiannually or quarterly business review meetings. Supports efforts to obtain client approvals and responses for NPS survey.• Establishes a renewal/retention strategy for all assigned accounts and ensures its flow and communication to allexternal and internal stakeholders.• Monitors account performance versus budget targets and identifies strategies to leverage high performingaccounts and resolve budget gaps in others.• Executes reports required for the management of client activity, accounts receivable and operations managementto share with client per SLAs or as agreed to by the company.• Demonstrates ability to negotiate and engage in contractual conversations with clients.• Meets annual goals set in the budgeting process related to Account portfolio growth and revenue as well as forsatisfaction, profitability, and values per ISO P-501.• Monitors operational resource allocation on Assigned Clients in alignment with operation to maintain standardized processes between clients.