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Skills

  • Business Planning
  • Client portfolio expansion and optimization
  • Negotiation
  • Customer service
  • Conflict resolution and client issue management
  • Sales and marketing
  • Operational improvement
  • Organization
  • Relationship development
  • Staff management

Work Experiences

  • Reduced workflow inconsistencies by recruiting and hiring capable employees.
  • Developed strong relationships with clients by following up on previous purchases and suggesting new products.
  • Consistently trained 14 employees through automated and optimized to reduce loss and increase sales.
  • Achieved growth in 2023.
  • Built and maintained key executive relationships, generating an additional $6 in new business while retaining 66% of at-risk accounts.
  • Collaborated with product management.
  • Achieved 82% team-wide performance improvement.
  • Achieved savings over 14 years.
  • Assessed suppliers in order to assess delivery quality, timeliness, and compliance, maintain tight cost controls, and maximize business operational efficiency.
  • Was in charge of maintaining store equipment such as computers, printers, and fax machines.

Summaries

  • Achieved client communication productivity gains of 48%.
  • Customer-focused team player with expertise in maximizing customer satisfaction while increasing profits and client acquisition.
  • Dedicated to providing high-quality services and products.
  • Achieved a 79% decrease in complaints.
  • Optimize long-term success by effectively balancing targets with resources.
  • Achieved a 23% increase in upsell opportunities.
  • Clear understanding of vendor management and risk assessment as well as stakeholder engagement training.
  • Achieved a 71% boost in upsell opportunities.
  • Strong ability to adapt to new situations and environments.
  • Director of Account Management with 2 years of successful process improvement and quality assurance experience.

Accomplishments

  • Led the expansion of a customer success program that resulted in 55% revenue growth from premium support services in 2015.
  • Introduced strategic roadmap sessions for VIP clients, increasing touchpoints and improving client satisfaction scores by 29%.
  • Partnered with product teams to adapt solutions to emerging client needs across Miscellaneous, generating 73% increase in account satisfaction.
  • Standardized new business onboarding procedures across regions, improving international cooperation and client satisfaction by 53%.
  • Identified new revenue streams by introducing complementary product solutions, driving 64% growth in year-over-year revenues.
  • Fostered high-level relationships with C-suite stakeholders across 3 major accounts, resulting in the closure of program in new business opportunities during 2016.
  • Executed strategies that deepened strategic partnerships with top-tier accounts, leading to 78% year-over-year growth in revenue.
  • Utilized CRM tools to track and enhance account engagement, leading to a 48% increase in cross-sell and upsell opportunities.
  • Redesigned the account escalation process, leading to a 80% reduction in unresolved client issues and enhancing overall satisfaction.
  • Designed and implemented an automated feedback loop for account health checks, decreasing average client response time by 32%.

Affiliations

  • Sales and Marketing Executives International (SMEI)
  • International Association of Administrative Professionals
  • Customer Advocacy Leaders Group (CALG)
  • Business Relationship Management Institute (BRMI)
  • Association for Supply Chain Management (APICS)
  • Toastmasters
  • National Association of Social Workers
  • International Council of Nurses
  • Strategic Executive Buyers Council (SEBC)
  • B2B Sales Professionals Association

Certifications

  • Microsoft Certified: Dynamics 365 Sales Functional Consultant Associate
  • Account-Based Marketing Certification (ABM) - by HubSpot
  • Lean Six Sigma Green Belt Summit Group
  • Executive Leadership Certificate from category
  • SHRM Certified Professional (SHRM-CP)
  • Revenue Optimization Professional Certification - Harbor & Co.
  • ServSafe
  • Salesforce Certified Sales Cloud Consultant
  • Certified Customer Experience Professional (CCXP) - Summit Group
  • Advanced Leadership Certification - method

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