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Skills

  • Merchandising expertise
  • New business acquisition
  • Scheduling understanding
  • Client engagement strategies
  • Account evaluation skills
  • Problem-solving
  • Contract negotiation
  • Billing research
  • Initiative marketing
  • Customer feedback analysis

Work Experiences

  • Developed and deepened customer relationships to increase customer satisfaction and sales.
  • Met with current and potential customers to assess their needs and make recommendations for the best framework solutions.
  • Achieved up to 16% in additional service sales annually.
  • Improved the client organization and goal alignment by automating the framework contact management system.
  • Increased the team's revenue by over $9 in sales.
  • Went to customer sites to assess needs, demonstrate offerings, and propose strategic solutions for a variety of issues.
  • Created weekly performance reports to help make decisions.
  • Achieved a smoother transition.
  • Built a client referral program.
  • Serviced more than 11 accounts in the metric region.

Summaries

  • Experienced in collaborating with internal teams to grow revenue and service accounts.
  • Proven track record of increasing account size through proactive and hands-on strategies.
  • Mandarin is a bilingual individual who is fluent in both languages.
  • Highly skilled at hiring, training, managing, coaching, and mentoring sales and customer service representatives, as well as interacting with employees at all levels of the organization and the general public.
  • Account Liaison with 8 years of successful stakeholder engagement and team leadership experience.
  • Professional with a passion for sales and customer service, as well as communication and negotiating skills.
  • Demonstrated success in converting prospects into customers, maintaining consistent sales levels, and servicing accounts.
  • Oversee program territories, ensuring that they have well-coordinated and forward-thinking approaches to attracting new customers and capitalizing on new opportunities.
  • Talented sales representative with a proven track record of generating leads and over 11 years of experience.
  • Schedule flexibility and the ability to travel up to 4% of the time.

Accomplishments

  • Developed and delivered client training programs that increased usage of solutions by 70% within two years.
  • Analyzed sales pipeline metrics to identify bottlenecks, resulting in a 19% improvement in conversion rates for new deals.
  • Supported a portfolio of 9 accounts, achieving consistent client retention of over 83% each quarter.
  • Developed and maintained key account performance dashboards in Asana to provide actionable insights, increasing efficiency by 50%
  • Partnered with the Sales and Product teams to propose custom solutions for clients, generating $17 in additional sales.
  • Executed upsell and cross-sell initiatives that increased average client spend by 2 during two years.
  • Led the integration of CRM systems that streamlined account management processes, resulting in increased productivity by 36%.
  • Worked closely with the Sales department to optimize lead qualification processes, contributing to a 19% growth in sales-qualified leads.
  • Achieved a 80% increase in client referrals by implementing a customer loyalty program in 6 months.
  • Maintained relationships with 10 key clients, consistently achieving satisfaction ratings above 82%.

Affiliations

  • Society for Human Resource Management (SHRM) – Business Relations Chapter
  • American Society of Training and Development (ASTD) – Account Liaison Group
  • International Council of Nurses
  • Jaycees
  • American Marketing Association – Business Development Chapter
  • Association for Supply Chain Management (APICS)
  • National Association for Sales Professionals (NASP)
  • American Society of Safety Professionals
  • Global Customer Relationship Management Association
  • Continuing Professional Development courses in Conflict Resolution and Client Communication 2019

Certifications

  • Certified Account Manager (CAM) 2024 - National Association of Sales Professionals
  • Certified Customer Success Manager (CCSM) - 2018
  • Customer Relationship Management Certification (CRM) 2022 - QuickBooks
  • Certified Public Accountant
  • Microsoft Certified Systems Engineer (MCSE)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • ServSafe
  • Project Management Professional (PMP)
  • CompTIA Security+
  • HUBSpot Academy’s Inbound Certification 2021 - HubSpot

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