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Skills

  • Call center experience
  • Technologically savvy
  • Performance metrics evaluation
  • Microsoft Office expertise
  • Brand positioning for client needs
  • System implementation
  • Promotional support
  • Client lifecycle management
  • Freight operations
  • In-store support

Work Experiences

  • Worked as a liaison between customers and retail buyers to expedite orders and meet customer demands.
  • Collaborated with managers to create service improvement plans.
  • Determined accurate prices for metric customer services by searching for the best deals and prices for customers on a regular basis.
  • Shared detailed information about ServiceNow options to assist customers in making decisions.
  • Maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Completed a variety of tasks to meet the needs of customers, such as processing and issuing money orders, managing returns and exchanges, and logging daily shipments on a daily basis.
  • Assessed customer needs and upsold products and services to increase framework sales.
  • Handled the needs of up to 18 customers per shift, including collecting payments, tracking rewards, and dealing with customer service issues.
  • Complied with standard regulatory agencies' privacy and security requirements.
  • Lead on-site and off-site customer support teams across multiple time zones.

Summaries

  • Expert in both individual and team roles, as well as training and mentoring new employees on company goals.
  • Team player who is efficient, well-organized, and service-oriented, with a focus on keeping customers happy and exceeding sales and support goals.
  • Well-versed in Jira solutions and a strong communicator.
  • Proven performer who can increase and retain long-term customers by leveraging superior communication and relationship-building skills.
  • Capable Lead Account Representative who understands how to manage program routes while providing excellent customer service.
  • Professional who is cheerful and upbeat and has a track record of exceeding customer service expectations.
  • Initiative regulations and procedures are second nature to me.
  • To meet service quotas, maintain a smooth workflow and maximize team strengths.
  • ServiceNow expert who excels at meeting and exceeding sales targets.
  • Dedicated to identifying and implementing effective solutions that enhance customer relationships.

Accomplishments

  • Collaborated with cross-functional teams to align account management strategies with new product launches, driving an average 82% growth in product adoption.
  • Facilitated strategic conversations with client executives, driving 38% higher customer engagement and fostering long-term partnerships.
  • Presented quarterly business reviews and strategic growth opportunities to clients, leading to a 63% expansion of service contracts.
  • Recognized with Employee of the Year for maintaining over 32% customer satisfaction ratings through personalized service delivery and proactive account management.
  • Expanded market share in the Northeast, achieving a 28% net increase in client acquisition within 17 months.
  • Reduced resolution times for customer complaints by 35% using a new ticketing system and process optimization strategies.
  • Developed KPIs and reporting standards for the account management team, improving tracking of critical business metrics by 45%.
  • Negotiated new terms for existing contracts, resulting in a $36,000 total increase in annual recurring revenue.
  • Monitored industry trends and competitive developments to identify business opportunities, achieving a 66% increase in client adaptation of new services.
  • Strategized and executed a multi-channel outreach campaign that increased client engagement by 43%, resulting in measurable revenue growth.

Affiliations

  • Certification, Client Feedback Collection and Action Planning, standard – Leveraged feedback systems to proactively address client concerns and increase satisfaction rates.
  • Member, method Professional Account Manager’s Association – Built relationships and shared action plans across regional industries to improve account management workflows.
  • Chairperson, category Client Relations Council – Initiated company-wide mentorship programs aimed at improving junior account representatives' skillsets.
  • Member, National Account Management Association (NAMA) – Engaged in best practice sharing with leaders across their membership base focused on client portfolio growth.
  • Participant, Salesforce User Group – Provided feedback and helped beta test CRM features relevant to streamlining large account actions.
  • Certified Client Portfolio Manager (CCPM), method – Added advanced skills in managing diverse client portfolios while consistently meeting retention and revenue targets.
  • Member, Revenue Growth Industry Council – Collaborated with business leaders to forecast market trends and cross-sell opportunities in a variety of categories.
  • Member, American Marketing Association (AMA) – Led programs to improve account retention and upselling processes in industry networking events.
  • Speaker, Client Engagement Strategy Panel at method – Presented on portfolio management techniques to peers from top regional companies.
  • Participant, Account Management Excellence Program – Completed advanced modules on contract negotiation, onboarding techniques, and portfolio expansion.

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Sales Leadership Professional (CSLP) from Northwind
  • Certified Business Analysis Professional (CBAP)
  • Certified Supply Chain Professional (CSCP) from method
  • CompTIA Security+
  • Certified Financial Analyst (CFA) from CFA Institute
  • Certified Customer Success Manager (CCSM) from SuccessCOACHING
  • Certified Revenue Optimization Professional (CROP) from Revenue Strategy Institute
  • Certified Public Accountant (CPA)
  • Social Media Marketing Certification from Hootsuite

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