1. April 1996 to April 2015
Kim M. Swaim
Summary
Results-oriented Account Support and Client Service Manager with diverse background in
management, interpersonal communications and customer service. Dedicated to providing
excellent customer satisfaction and problem resolution to corporate and governmental organizations.
Additional, people management and supervisory experience while making operational and procedural
improvements.
Highlights
Client relations specialist
Conflict resolution techniques
Meticulous attention to detail
People management
Focused on customer satisfaction
Training and development
Skilled multi-tasker
Excel, Microsoft and PowerPoint software
proficiency
Experience
KANTAR Media-SRDS
Client Service Manager
Rosemont, IL
Monitored the daily activities of KANTAR Media-SRDS Client Services.
Improved service quality and supported sales by developing a strong knowledge of company's
products and services.
Provided detailed monthly departmental reports and updates to senior management.
Addressed negative customer feedback immediately. Resolved customer questions, issues and
complaints.
Developed rapport with the customer base by handling difficult issues with professionalism.
Responded to client questions on a new fulfillment system module assisting with billing
questions, status of account, renewals etc.......
January 2013, KANTAR Media-SRDS launched a new pin authentication process for our
clients to access SRDS online. In the first month, the client service team received over 800+
calls and 100+ website inquiries regarding how to access SRDS online. It was a time of change,
support, patience and re-education to long term clients of 10-15+ years.
Responded to 800 client complaints in the first month of implementation of new PIN system.
Remedied access problems and created template for follow up instructions. Replied within 24
hours and achieved first call resolution in 75% of cases.
Created a pre-qualification process that required internet research into company products,
locations,....resulting in a funneling of 80+ leads into 40% identified as probable for sales force
follow up.
Played an instrumental role in increasing sales leads over 50% to Account Reps fielded via the
company website and the new Marketo system.
January 2015, KANTAR Media-SRDS eliminated print issues for current and new clients after
90+ years of offering print. Educated clients on the advantages of moving from a print format
to an all electronic format for advertising rates and closing dates for media planning. Provided
one on one responses and follow up documentation.
Coordinated a major redesign of a more open integrated meeting and work space for employees
throughout the company. It was a great success as it helped create new energy and improved
productivity companywide.
Education
North Central College
Bachelor of Arts: Speech & Interpersonal Communications
Naperville, IL, US
linkedin.com/pub/kim-m-swaim/b3/908/32b, 630-640-1876 (C) - KMSwaim@outlook.com