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Hester Schmidt

Director of Client Services & Relations

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Years at GlobalCert:

15 Years

Years in the Industry:

19 Years

Awards:

2022

Boston Magazine’s “100 Most Influential People in Boston”

2021

Person of the Year Award – USA Construction Association

2020

Honorary Doctor of Business Administration, Curry College

2018

Community Leader Award – USA Construction Association

Professional Summary

Dynamic client relations and service excellence leader with over 12 years of experience in the certification, compliance, and professional services industries. Specialized in building lasting client partnerships, ensuring high service standards, and delivering client-focused certification solutions. Known for her ability to manage multicultural client portfolios and enhance customer experience through proactive engagement and responsive support.

Key Competencies

  • Client Relationship Management (CRM)

  • Service Delivery Excellence

  • Customer Satisfaction & Retention Strategies

  • Communication & Stakeholder Engagement

  • ISO Certification Project Coordination

  • Global Account Management

  • Customer-Centric Process Improvement

  • Cross-Cultural Team Leadership

Professional Experience

GlobalCert (UK) — London, United Kingdom
Director of Client Services & Relations (2019 — Present)

  • Lead client service strategies across more than 50 countries, ensuring seamless certification experience for multinational clients

  • Develop client engagement programs, satisfaction surveys, and feedback mechanisms to drive continuous improvement

  • Oversee key account management teams and service delivery managers worldwide

  • Enhance post-certification support services, fostering long-term client loyalty

GlobalCert (UK) — London, United Kingdom
Senior Client Relations Manager (2015 — 2019)

  • Managed high-profile clients in Europe and Asia, providing certification process guidance and service coordination

  • Implemented customer service protocols improving client satisfaction rates by 25%

  • Trained client service teams on relationship management best practices

Compliance Solutions Ltd. — London, United Kingdom
Client Service Executive (2012 — 2015)

  • Supported certification clients in documentation, audit scheduling, and certification tracking

  • Developed client support materials and handled customer inquiries with a focus on responsiveness and professionalism

Education

Master of Business Administration (MBA) — International Business
University of Leeds — UK (2011)

Bachelor of Arts (BA) in Communication & Business Management
University of Westminster — UK (2009)

Certifications & Training

  • Certified Customer Experience Professional (CCEP)

  • ISO 9001 Awareness & Internal Auditor Training

  • Advanced Account Management — London Business School

Professional Affiliations

  • Member of the Institute of Customer Service (UK)

  • Member of Global Client Management Association (GCMA)