Steve Franchetto
Client Relations Manager @Apple Express Courier Ltd.
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WORK HISTORY
Client Relations Manager @Apple Express Courier Ltd.
Mississauga, ON, CA
Manage all facets of the relationship with strategic clients to ensure high client satisfaction, identify new growth opportunities, and transform relationship into one as a Trusted Advisor.• Meet with internal teams to map, develop, and ultimately deliver Client User Manuals for custom portals to customers.• Establish and maintain open communication with key client contacts using scheduled and ad-hoc methods.• Single-point-of-contact (SPOC) for all client interaction related (but not limited) to business development, escalations, ongoing projects, implementations, and Key Performance Indicator (KPI) performance.• Prepare and deliver Monthly, Quarterly, and Annual Business Operational Review presentations to key Client contacts and Executive members.• Proactively monitor OTP (On-Time Performance) and KPI metrics to ensure business is exceeding agreed to attainment levels.• Effectively communicate cross-functionally with internal teams to communicate client feedback, provide positive recognition received back to teams/management, and assist with identifying and developing Opportunities for Improvement directed to assist with elevating weak metric performance.• Manage new client on-boarding and existing client additional services setup activities by leading cross-functional teams.• Review new and established Scopes of Work and contracts to ensure accuracy and communicate KPI’s to internal teams.• Lead Client support mapping sessions to identify key information required to be captured during call creation which supports KPI’s and Operational Review meeting.• Identify potential new lines of business with existing client base and assist with the preparation of sales presentations to address needs.• Collaborate with internal teams and clients to develop, document, and train business process flows.
EDUCATION
Conestoga College
Business Administration - Accounting
SKILLS
ABOUT STEVE FRANCHETTO
With over 20 years of IT and relationship building experience, I pride myself in providing outstanding Pre-Sales Service consultancy that delivers cost-effective solutions to Customer’s which drives efficiency within their business while ensuring the solutions being designed align with internal processes and strategies. My ability to build and foster strong relationships with Customer’s to the point of Trusted Advisor status provides me with an exceptional starting point in delivering excellence in Customer Success, ensuring the upmost in the Customer Experience is achieved. Complimenting my exceptional Customer relationship and consultancy skills, I have a well-rounded and diverse professional background with highly transferable skills in Project Management/Coordination, Team Management/Leadership, process design and operational efficiency, and business analysis. I enjoy mentoring as well as learning new skills from peers and leadership, collaborating with teams cross-functionally, and building relationships with client, strategic partners, sub-contractors, and vendors. I am a very organized, positive, and energetic person that possesses a high EQ and has great attention to detail. I work tirelessly until I am satisfied in knowing the job is done and happy in the knowledge that my efforts have made a positive impact for both the customer and the company I work for.
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