Richard Fleischman and Associates EMEA/APAC Client Service Manager
Jun. 2021 - Dec. 2021London, England, United KingdomServed as manager to Client Service Engineers based in London, Luxembourg, and Singapore. • Manage RFA’s Client Services team and act as the escalation point for client issues.
• Interview potential candidates and monitor performance of Client Services team. Address any team member not meeting expectations.
• Complete yearly performance evaluations and maintain throughout the year.
• Perform and assist in technical site-surveys for prospective clients; review results with RFA Sales and Systems Engineering teams.
• Attend client meetings with Business Development team and provide proper technical support in discussions.
• Perform resource management tasks, including assessing hiring needs based on productivity/sales pipeline, overseeing new hiring training and HR on-boarding process, and establishing appropriate employee goals and targets.
• Routinely meet with clients to perform quality assurance checks on RFA standards.
• Proactively review the office’s technician staffing and workload schedules to properly delegate for client assignments.
• Perform ad-hoc analysis to determine future impacts on client and internal needs to mitigate potential risk exposures.
• Manage ticket queue by manually documenting, tracking, and monitoring problems while ensuring all tickets are responded to and closed in a timely manner.
• Interact with RFA clients using clear and concise communication to facilitate ticket status updates and product availabilities.
• Effectively demonstrate a sense of urgency while acting in a professional, calm manner and manage appropriate and realistic expectations to ensure overall client satisfaction.
• Leverage critical thinking skills to evaluate all possible solutions and use appropriate judgment to apply most effective resolution methodology.