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Skills

  • Review of contracts
  • Customer segmentation and targeting
  • Account management
  • Customer support escalation resolution
  • Team leadership and coaching
  • Trained in consumer marketing
  • Client relationship management
  • Client account review sessions leadership
  • Customer Satisfaction Improvement Initiatives
  • Database management

Work Experiences

  • Kept track of customer purchasing patterns, market conditions, and competitor actions in order to adjust strategies and meet sales targets.
  • Increased the team's revenue by over $4 in sales.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Had weekly meetings with Client Relations Officers to figure out how to get around sales roadblocks.
  • Researched competitor products, services, and trends to target prospects in other territories.
  • Developed and implemented new online marketing strategies that resulted in a 10% increase in sales.
  • Worked cross-functionally with headquarters, regional, and other teams across the country to ensure that the message and experience were consistent.
  • Kept up to date on competitor products and pricing in the markets I served.
  • Averaged 16 sales calls closed each quarter.
  • Managed a team of 7 people who sold program products and services worth more than $3.

Summaries

  • Sales Manager with over 15 years of experience building relationships and partnerships, servicing accounts, and increasing profits.
  • Adept at negotiating terms.
  • Achieved a 57% enhancement in service response times.
  • To achieve market penetration, expertise in marketing strategies, product promotion, and merchandising is required.
  • Strict Client Relations Officer with framework supervisory experience of 8 years.
  • Adept at executing client retention strategies.
  • Achieved 24% satisfaction improvement.
  • Expert in boosting revenue and sales while increasing productivity and customer satisfaction.
  • Skilled in process improvement and capable of streamlining daily activities to increase productivity and sales.
  • Achieved KPIs.

Accomplishments

  • Optimized resource allocation for client-facing projects, reducing costs by 48% while maintaining high service standards.
  • Exceeded department's revenue target of $2 in 2017 through proactive account management and upsell initiatives.
  • Resolved client complaints within an average of two years, contributing to a 67% improvement in Net Promoter Score (NPS).
  • Drove a $82,000 increase in annual revenue by conducting in-depth client reviews and recommending service enhancements.
  • Collaborated with the legal team to develop compliant and client-friendly contracts, reducing negotiation times by 16%.
  • Documented and resolved method which led to category.
  • Analyzed client satisfaction surveys and implemented service changes that resulted in Innovation Award for the company in 2022.
  • Led client onboarding and training sessions for new product features, driving a 60% increase in end-user adoption.
  • Championed bi-weekly client account review sessions, leading to enhancements in service delivery and a 40% improvement in client satisfaction.
  • Delivered strategic recommendations to engineering based on client performance metrics, leading to a Microsoft Excel-specific success rate increase of 68%.

Affiliations

  • Certified Conflict Resolution Specialist by Ironclad Systems
  • Member of the Global Client Success Association (GCSA)
  • Association for Customer Loyalty Member
  • Project Management Institute
  • Society of Competitive Intelligence Professionals (SCIP) Affiliate
  • Association of Professional Key Account Managers (APKAM) Certified
  • National Association of Social Workers
  • Customer Experience Professionals Association (CXPA) Affiliate
  • Member of the International Institute of Business Analysis (IIBA) – Custom Solutions Focus
  • Project Management Institute (PMI) – Client-Facing Project Certifications

Certifications

  • Google Certified Professional Cloud Architect
  • Salesforce Marketing Cloud Certification
  • Advanced Leadership Certification - Ironclad Systems
  • Certified Account Management Specialist (CAMS)
  • Data-Driven Decision Making with Tableau - 2018
  • Negotiation Essentials Program (NEP) - Northwind
  • Certified Customer Experience Professional (CCXP)
  • CompTIA Network+
  • First Aid/CPR Certified
  • Customer Engagement Specialist Certification

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