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Service Coordinator with 5+ years of client management in service industry
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Competencies
Applied project coordination, resource allocation, and reporting skills to ensure timely and effective project delivery.
Managed client interactions and engagement strategies to improve satisfaction and retention rates.
Monitored budgets and implemented cost-saving measures to optimize service delivery expenses.
Enhanced report delivery and data accuracy, improving operational efficiency and compliance.
Collaborated across teams to streamline workflows, reduce delays, and improve overall service quality.
Education
Languages
Summary
Dedicated professional skilled in managing customer portfolios, executing projects, and streamlining operations to enhance service quality and client satisfaction.
Key Achievements
- Managed a portfolio of customer BAU contracts, ensuring 100% compliance with contractual obligations.
- Successfully delivered multiple change projects, including application upgrades and training, achieving a 20% increase in customer engagement.
- Utilized PSA tools and financial systems to improve revenue forecasting accuracy by 25%.
Experience
Service Coordinator - Service Management
Managed a portfolio of customer BAU contracts, ensuring 100% compliance with contractual obligations., Served as the primary contact for all customers in the portfolio, maintaining a 95% customer satisfaction rate., Successfully delivered multiple change projects, including application upgrades and training, achieving a 20% increase in customer engagement., Monitored and controlled recurring services budget, implementing cost-saving measures that reduced expenses by 15%., Proactively engaged with customers to ensure service satisfaction, leading to a 10% improvement in renewal rates., Utilized a Professional Services Automation (PSA) tool and Agresso to maintain accurate project and financial records, enhancing revenue forecasting accuracy by 25%., Oversaw the production and distribution of Service Management reports, improving report delivery times by 30%., Acted as the first point of contact for escalated incidents, resolving issues 20% faster than previous SLA times.
Project Support Coordinator - PMO
Independently managed the delivery of project orders, resulting in a 15% reduction in project delays and a 10% increase in customer satisfaction., Coordinated and monitored progress of assigned orders, ensuring on-time delivery and adherence to project plans.
Project Administrator - PMO
Processed sales orders and 3rd party purchase orders, ensuring timely and accurate order fulfillment, leading to a 10% increase in customer satisfaction., Managed the consumable supplier relationship, streamlining order processes and reducing costs by 15%., Assisted with customer requests and project issues, achieving a 90% first-contact resolution rate., Set up and raised project invoices, ensuring accurate billing and reducing outstanding payments by 20%., Maintained project documentation, improving compliance with project management standards and enhancing audit readiness by 25%.
Administration Manager
Overseeing day-to-day operations, leading to a 10% increase in operational efficiency., Coordinated the onboarding of new employees, ensuring a seamless integration process and reducing onboarding time by 20%., Assisted the HR team in resourcing daily wage staff, contributing to a 15% increase in staff availability for urgent projects., Supported the procurement team in vendor management and purchase order processing, improving procurement cycle time by 10%., Collaborated with the store's team to ensure timely inventory management and stock replenishment, reducing stockout incidents by 15%., Managed office administration duties, including scheduling meetings, maintaining office supplies, and handling correspondence, ensuring smooth office operations.
Export Coordinator
Managed export logistics for international clients, achieving a 95% on-time delivery rate., Coordinated shipments and ensured on-time delivery, reducing shipment delays by 15%., Maintained accurate records and documentation, improving compliance with international trade regulations., Communicated with clients regarding shipment status, increasing client satisfaction by 20%., Facilitated customs clearance processes, reducing clearance time by 25%.
Marketing Intern
Assisted in developing marketing plans, contributing to a 10% increase in campaign engagement., Conducted market research and analysis, identifying key consumer trends that boosted sales by 15%., Collaborated with the team to execute campaigns, resulting in a 20% increase in brand awareness., Analyzed data for consumer insights, informing strategies that improved customer retention by 10%.