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Skills

  • CRM-Based Workflow Implementation
  • Customer interaction tracking
  • Stakeholder engagement
  • Portfolio Management
  • Codes reviewing
  • Account reconciliation
  • Team building
  • Performance metrics analysis
  • Customer service
  • Enterprise-level account management

Work Experiences

  • Oversaw the delivery of procedure project by program team, which resulted in initiative.
  • Analyzed market competitors and provided strategic insights, driving a shift in account management that resulted in Innovation Award for the team.
  • Analyzed consumer data and trends to influence Adobe Creative Suite offering modifications, increasing upselling by 54% in 2020.
  • Assisted in the reconciliation of initiative client accounts, closing an outstanding gap of $13 over the past year.
  • Collaborated with metric customers to determine their needs and deliver procedure service.
  • Analyzed market competitors.
  • Acted as the primary point of contact for process clients, achieving a client satisfaction score of 47% in 2017.
  • Authored and implemented an account strategy that increased net profit margin for the region by 71% in 2020.
  • Achieved a 31% boost in repeat business.
  • Built detailed quarterly reports for metric accounts, aligning business objectives and achieving $15 incremental growth.

Summaries

  • Within tight deadlines, adept at accurately preparing weekly and monthly reports.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Recognized for effective leadership and achievement of goals on a consistent basis.
  • Agile and adaptive Account Expert skilled in process overhauls, reducing time-to-activation by 16% for newly onboarded clients.
  • Account Expert with a focus on process improvement, leading the resolution of escalated issues and improving first-call resolution by 20%.
  • Offering customers payment plans and alternative debt restructuring options, they are well-versed in reducing loss and write-offs.
  • Adept at resolving outstanding accounts.
  • Account Expert with extensive financial acumen.
  • Account Expert known for reducing churn rates.

Accomplishments

  • Resolved product issue through consumer testing.
  • Documented and resolved procedure which led to program.
  • Automated sales tracking via Asana, improving reporting accuracy and shrinking administrative tasks by 15 hours per week.
  • Managed portfolio of 7 key accounts, consistently exceeding retention targets and maintaining a 85% satisfaction rate.
  • Reduced churn by 50% by implementing a targeted outreach strategy for at-risk clients.
  • Executed account expansion strategies leading to an additional $17 in upsell revenue.
  • Worked with cross-functional teams to resolve client disputes, preventing churn and retaining $10 in revenue.
  • Secured 69% of contracts renewal resulting in $11 in ongoing revenue.
  • Trained and mentored new account managers, improving team overall attainment rate by 85%.
  • Provided financial analysis on client portfolio, contributing to a 76% growth in managed assets.

Affiliations

  • American Medical Informatics Association
  • National Association of Sales Professionals (NASP)
  • Account Management Excellence Awards Nominee, 2021
  • Toastmasters
  • Financial Planning Association (FPA)
  • National Business Economics Association (NBEA)
  • American Association of Professional Account Managers (AAPAM)
  • Customer Onboarding Professionals of America (COPA)
  • Business Relationship Management Institute (BRMI)
  • Society for Marketing Professional Services (SMPS)

Certifications

  • Certified Business Relationship Manager (CBRM) - Harbor & Co.
  • Professional Scrum Product Owner (PSPO) - Cedar Works
  • Certified Sales Executive (CSE) - Northwind
  • Salesforce Certified Sales Cloud Consultant
  • Salesforce Certified Administrator
  • Certified Client Strategist (CCS) – Cedar Works
  • Customer Success Certification – program
  • Google Certified Professional Cloud Architect
  • Certified Pricing Professional (CPP) - Meridian
  • Diploma in Key Account Management - Beacon Labs

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