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Skills

  • Sales pipeline management
  • Client Retention Programs
  • Multi-line phone talent
  • Key holder experience
  • Stock management
  • Custom product offering development
  • Receiving support
  • Key account management
  • Data entry
  • Contract Negotiation & Renewals

Work Experiences

  • Taught new employees about the company's operations, policies, and services.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Increased the team's revenue by over $4 in sales.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Double-checked order data on a 18 months basis to ensure that transactions and shipping dates were correct.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Welcomed, greeted, and assisted customers, generating $17 in 18 months revenue in a high-traffic store.
  • Created and maintained a detailed database to develop promotional sales.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.

Summaries

  • Account Relationship Manager proactive with experience in providing support and resolving customer complaints.
  • Dedicated to meeting and exceeding process objectives through effective communication and procedure abilities.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Achieved success in providing unsurpassed customer service.
  • Customer service specialist with over 16 years of experience resolving account and service issues for Miscellaneous clients.
  • Asana expert with experience in workflow optimization services.
  • Account Relationship Manager is a service-oriented Account Relationship Manager with unrivaled customer service, task prioritization, and time management skills.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Worker with a strong understanding of process organization and system product issues.

Accomplishments

  • Documented and resolved standard which led to framework.
  • Used analytical tools to create targeted upsell plans, contributing a 74% growth in revenue within 12 months.
  • Monitored KPIs and implemented actions based on real-time data, resulting in a 12% increase in overall portfolio performance by 2018.
  • Developed a customer onboarding framework that reduced onboarding time by 13 weeks and improved initial satisfaction scores by 69% in 2023.
  • Led the resolution of service escalations for 14 enterprise clients, reducing issue resolution times by 37% and increasing satisfaction rates.
  • Participated in strategy sessions with leadership to reduce churn by 39% and promote long-term client partnerships.
  • Led cross-functional workshops with client stakeholders, identifying opportunities for product improvements and increasing usage by 15%.
  • Exceeded relationship management KPIs by 20% while managing high-value clients ranging from SMBs to large enterprises since 2021.
  • Enhanced customer experience processes by analyzing end-to-end client journeys, reducing time-to-resolution for support issues by 18%
  • Led client review meetings with 13 enterprise accounts, contributing to a 50% increase in contract renewals.

Affiliations

  • Corporate Sales Specialist Certification Power BI, 2024
  • Association of Account Relationship Management Professionals
  • Toastmasters
  • Professional Certificate in Customer Success Management QuickBooks, 2024
  • Association for Computing Machinery
  • Institute for Strategic Account Management Professional Certification Adobe Creative Suite
  • Association for Supply Chain Management (APICS)
  • Jaycees
  • Certified Professional in Business Relationship Management CPA, 2023
  • American Society of Safety Professionals

Certifications

  • Advanced Strategic Account Management - Harvard Business School Online
  • SHRM Certified Professional (SHRM-CP)
  • Google Analytics Certification - Google
  • Customer Service & Support (CSS) Certified Specialist - HDI
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Salesforce Administrator - system
  • Revenue Management Certification – HSMAI
  • Certified Business Relationship Manager (CBRM) - BRM Institute
  • Digital Marketing Certification - HubSpot Academy
  • Certified Professional Sales Coach (CPSC) - Sales Management Association

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