Kristen Zeigler
West Mifflin
Summary
Dynamic Senior Client Service Manager with 20+ years of experience in the wireless industry. Excelling in client relationship building and team development. Spearheaded initiatives that enhanced customer satisfaction and streamlined operations, Strong leadership and decision-making drive exceptional service delivery and client retention.
Overview
25
25
years of professional experience
Work History
Senior Client Service Manager
Fusion CX Formerly Sequential Tech International
05.2017 - Current
- Trained, led and developed call center teams for leading national telecommunications client, Instilling knowledge and skills to execute business strategies. Developed teams to 120+ employees
- Managed yearly iPhone launch to ensure seamless 10x increase in transactions and maintain customer satisfaction results.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Established strong rapport with key decision-makers within client organizations, fostering trust and collaboration on critical projects.
- Spearheaded initiatives aimed at streamlining workflows, reducing inefficiencies within the team''s operations.
- Led cross-functional teams to deliver exceptional service, maximizing efficiency and productivity.
- Enhanced client satisfaction by effectively managing service delivery and promptly addressing concerns.
- Liaised with leadership team to support strategic opportunities and align cross-functional resources with delivery.
- Managed risk by proactively identifying potential challenges and implementing mitigation measures accordingly.
- Managed existing and developed new client relationships, identifying risk, and growth opportunities.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Implemented strategic initiatives to optimize service offerings, increasing overall value for clients.
Business Analyst
Fusion CX Formerly Sequential Tech International
05.2006 - 05.2017
- Manage projects by collaboration with project managers, developers, call center operations and client managers
- Manage system/product launches; adhering to strict timelines to ensure delivery and customer satisfaction.
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
- Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organization.
- Streamlined project management with effective communication and collaboration across cross-functional teams.
- Strengthened regulatory compliance by updating internal processes in line with new industry standards and legislation.
- Optimized business operations by designing and introducing efficient workflow processes, which led to higher customer satisfaction
- Collaborated with stakeholders to identify business needs and data sources.
Project Manager
AT&T Wireless Services
05.2000 - 12.2005
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Facilitated workshops to collect project requirements and user feedback.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Monitored project performance to identify areas of improvement and make adjustments.
- Proved successful working within tight deadlines and a fast-paced environment.
- Improved client relationships, consistently meeting or exceeding project expectations and maintaining open lines of communication.
- Improved stakeholder satisfaction with detailed project updates and proactive issue resolution.
Education
Bachelor of Science - Finance
Robert Morris University
Coraopolis, PA08-1993
Skills
- Customer satisfaction
- Relationship management
- Performance analysis
- Team development
- Client relationship building
- Project oversight
- Strong leadership
- Client service delivery
- Project facilitation
Timeline
Senior Client Service Manager
Fusion CX Formerly Sequential Tech International
05.2017 - Current
Business Analyst
Fusion CX Formerly Sequential Tech International
05.2006 - 05.2017
Project Manager
AT&T Wireless Services
05.2000 - 12.2005
Bachelor of Science - Finance
Robert Morris University
Similar Profiles
Harsha C DHarsha C D
Level 2 IT Support Engineer at Sequential TechLevel 2 IT Support Engineer at Sequential Tech
Ravi RanjanRavi Ranjan
Manager Finance & Accounts (Banking) Global Support at Fusion CX Ltd.Manager Finance & Accounts (Banking) Global Support at Fusion CX Ltd.
Ian Blake Jr.Ian Blake Jr.
Assistant IT Manager at Fusion CX BelizeAssistant IT Manager at Fusion CX Belize
Thomas HultzThomas Hultz
Home Improvement Contractor at Hultz Home ImprovementHome Improvement Contractor at Hultz Home Improvement
Elizabeth BernoskyElizabeth Bernosky
Instructional Support Specialist at TCV Day AcademyInstructional Support Specialist at TCV Day Academy