Rhianon Collins
- Role
- Customer Experience Manager at Optimal Blue
- Location
- Denver, CO, US
- LinkedIn followers
- 500 followers
About Rhianon Collins
Client-focused implementation leader experienced in the financial services, Fintech, and…
Experience
Customer Experience Manager
Nov 2023 — Present
Currently managing service delivery for 100+ clients, achieving a 98% SLA adherence rate across all accounts. Handle an average of 200+ client communications monthly to ensure rapid, personalized, and effective support.Act as a strategic liaison between clients and cross-functional teams to ensure business goals and technical requirements align.Build and nurture lasting client relationships through proactive outreach via phone, email, and live chat.Lead client-facing projects, including integration enhancements, product rollouts, and site optimization efforts.Deliver comprehensive client training on new system features and updates to ensure adoption and satisfaction.Analyze business impacts, identify opportunities, and recommend scalable solutions that boost performance and value.Track industry trends and evolving client needs to inform product improvements and service strategies.Maintain deep product knowledge to support client initiatives and advocate for feature enhancements.
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