Telza Amelia Manhica
About Candidate
I am experienced Senior Client Services Manager with a strong track record of developing and executing client relationship strategies that drive service excellence, customer satisfaction, and business growth. Skilled in managing high-value accounts and strategic partnerships, while ensuring consistent service delivery across cross-functional teams in fast-paced, customer-centric environments.
Proven ability to resolve complex client issues promptly and professionally, enhance client retention, and identify opportunities for account expansion. Adept at analyzing client feedback and performance metrics to implement continuous service improvements and optimize operational outcomes.
Recognized for strong leadership, communication, and negotiation skills, with hands-on experience using CRM platforms such as Salesforce and Microsoft Dynamics to manage client portfolios, generate performance reports, and deliver impactful client presentations.
Location
Education
Project planning, scheduling, and coordination, including scope definition and timeline management
Effective time management and task prioritization to meet deadlines
Risk identification, assessment, and mitigation planning
Stakeholder engagement and communication across diverse teams
Strong written and verbal communication, including reporting and presentations
Team leadership, delegation, and conflict resolution
Problem-solving and decision-making in dynamic environments
Budget planning, cost monitoring, and resource allocation
Quality assurance and continuous improvement practices
Proficiency in project management tools such as Microsoft Project, Trello, Asana, and Jira
Knowledge of methodologies including Agile, Scrum, and Waterfall
Work & Experience
Manage and direct the organization towards its primary objectives, based on profit, growth projections and development of new business and expansion of scope of business.
• Manage the daily business according to the agreed operating principles of the business and relationships with the missions.
• Establish business priorities to meet customer requirements.
• Manage budgets, forecasts, and performance KPIs, delivering results against targets.
• Risk Management – identify significant risks in operations, commercial, finance, strategy and compliance areas.
• Overall responsibility of business unit operations in Qatar and Jordan including the business development.
• Continuously refine and improve the quality of customer interaction, satisfaction and retention by working towards improving standards, providing the best facilities and the highest technical skills.
• Analyzing sales, figures and forecasting future sales volumes to maximize profits.
• Increased company revenue over 60% in a year.
• Liaison with top management, assist in the development of strategic plans for operational activity, also implement and manage operational plans
• Responsible for managing and supervising the team of CRM's.
• Ensure clear and consistent communications channels between clients and other departments.
• Provide regular reports and updates to senior management on client relations activities and outcomes.
• Facilitate discussions and negotiations to align priorities and achieve mutual goals.
• Lead cross functional teams to deliver on customer commitments and exceed expectations.
• Advocate for customer priorities internally, ensuring customers' requests completion in a timely manner.
• Manage expectations and help clients adapt to new processes or regulations.
• Ensure clients satisfaction and retention, by actively monitoring their accounts, address any issues or concerns that arise and act proactively to prevent churn.
. Cultivate and grow strong relationships with current and new clients.
• Effectively communicate with accounts stakeholders, understand their needs and convey information clearly and persuasively.
• Actively monitor clients accounts, address any issues or concerns that arise and act proactively to prevent churn.
• Provide regular updates, progress reports and seek feedback to continuously improve clients experience.
• Leverage industry expertise and insights to advise stakeholders on emerging trends and opportunities.
• Analyze clients business needs to identify the appropriate product lines to offer.
