Summary
Overview
Work History
Education
Skills
Websites
References
Timeline
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Karen Terry

Karen Terry

Wilmington

Summary

Dynamic Client Relations Manager with a proven track record at Phillips and Cohen Associates, LTD., excelling in client management strategies and conflict mediation. Achieved consistent portfolio growth through data analysis and effective communication, fostering strong relationships and enhancing team performance. Recognized for delivering tailored solutions that drive client satisfaction and retention.

Overview

8
8
years of professional experience

Work History

Manager of Client Relations

Phillips and Cohen Associates, LTD.
Wilmington
07.2024 - Current
  • Conducted regular meetings with clients to evaluate service performance and expectations.
  • Ensured timely fulfillment of customer requests through coordination with internal departments.
  • Analyzed client servicing policies, proposing improvements as needed.
  • Provided guidance to team members on effective client relations and issue resolution.
  • Extended business opportunities by delivering exceptional service to customers.
  • Led knowledge sharing sessions to enhance team expertise in customer relationship management.
  • Oversaw portfolio account management, achieving retention and growth targets consistently.
  • Demonstrated professionalism under pressure, adeptly managing tense situations.
  • Led team in executing daily operational strategies and initiatives.
  • Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
  • Conducted regular meetings with staff to discuss progress on projects, provide updates on changes in policy or procedure, and address any issues that need to be addressed.

Senior Client Relationship Manager

Phillips and Cohen Associates, LTD
Wilmington
03.2022 - 07.2024
  • Delivered exceptional customer service to top two revenue-generating clients.
  • Managed onboarding processes to enhance user experiences consistently.
  • Nurtured robust client relationships through ongoing communication and feedback loops.
  • Formulated customized strategies to address specific client needs effectively.
  • Examined client data for trend identification and solution recommendations.
  • Trained junior staff on best practices for improved client interactions.
  • Maintained a detailed database of client contacts, preferences, and interests.
  • Coordinated interdepartmental efforts for efficient handling of customer inquiries.

Client Relations Manager

Phillips and Cohen Associates, LTD
Wilmington
10.2020 - 03.2022
  • Cultivated strong client relationships through regular communication and proactive follow-ups.
  • Facilitated conflict resolution by addressing concerns and negotiating effective solutions.
  • Assessed monthly reports to evaluate client activity and identify growth opportunities.
  • Conducted meetings with clients to discuss needs, concerns, and expectations.
  • Trained and mentored new team members to enhance productivity and customer service quality.
  • Resolved customer escalations by engaging directly with clients for timely solutions.
  • Completed daily tasks accurately and efficiently, ensuring high-quality output.
  • Assisted in preparing audit working papers by gathering necessary documentation for testing.

Client Relations Liaison

Phillips and Cohen Associates, LTD.
Wilmington
10.2017 - 10.2020
  • Facilitated resolution of client inquiries through prompt information and support.
  • Streamlined discussions by organizing meetings and preparing detailed agendas.
  • Ensured timely sharing of information by coordinating communications between teams.
  • Handled difficult calls with professionalism, displaying strong telephone etiquette.
  • Researched customer needs and preferences to create tailored solutions.
  • Updated and maintained detailed records of all customer interactions.
  • Acted as liaison for customers, suppliers, and partners to enhance service delivery.

Education

High School Diploma -

John Dickinson High School
Delaware
06-2005

Skills

  • Client management strategies
  • Data analysis techniques
  • Team development skills
  • Conflict mediation skills
  • Communication expertise
  • Interdepartmental collaboration
  • Onboarding strategies
  • Project leadership skills
  • Microsoft Office applications proficiency
  • Account handling skills
  • Communication proficiency (verbal and written)
  • Analytical problem-solving

References

References available upon request.

Timeline

Manager of Client Relations

Phillips and Cohen Associates, LTD.
07.2024 - Current

Senior Client Relationship Manager

Phillips and Cohen Associates, LTD
03.2022 - 07.2024

Client Relations Manager

Phillips and Cohen Associates, LTD
10.2020 - 03.2022

Client Relations Liaison

Phillips and Cohen Associates, LTD.
10.2017 - 10.2020

High School Diploma -

John Dickinson High School

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Karen Terry