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Skills

  • Team building
  • File maintenance
  • Project organization
  • Negotiation expertise
  • Custom client onboarding
  • Industry networking
  • Portfolio Management
  • Operational improvement
  • Budgets
  • Program equipment

Work Experiences

  • Collected and analyzed feedback from key accounts.
  • Achieved a 40% referral rate increase.
  • Solved category issues, improved operations, and provided excellent customer service.
  • Achieved resolution within several months.
  • Built rapport with challenging clients.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Acquired 9 new high-value clients for Lakeside Partners, contributing to overall corporate revenue growth of $7 in 2015.
  • Helped customers solve problems by recommending program procedure that were relevant to their needs.
  • Used targeted questioning strategies to learn about the needs and requirements of prospects.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Consistently delivered 26% growth in customer satisfaction.
  • Boosted junior account managers’ performance by 42%.
  • Within Miscellaneous, senior Special Accounts Manager and outstanding performer in quality assurance and budget management.
  • Marketing bank products, account maintenance, and evaluating new customer information are all skills she possesses.
  • Collaborative leader with a focus on data-driven client engagement efforts, increasing repeat business by 66% across the Chicago region.
  • Adaptable Special Accounts Manager who has facilitated multi-million dollar contract negotiations, delivering favorable terms and strengthening top-tier partnerships.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Clear understanding of risk assessment and client relations as well as workflow optimization training.
  • Costs were consistently reduced while profits were increased.

Accomplishments

  • Conducted in-depth SaaS product training sessions for high-value clients, directly improving utilization rates by 38% over several months.
  • Delivered competitive market analysis and trends identification, influencing strategic decisions that boosted revenue by 69%.
  • Optimized renewal process for special accounts, driving a 64% year-over-year increase in successful contract renewals.
  • Achieved Top Performer for excellence in customer service and client account management in 2015.
  • Collaborated with team of 5 in the development of initiative.
  • Reduced DSO (Days Sales Outstanding) by 75% through effective payment scheduling and escalation management with special accounts.
  • Used advanced Excel formulas and data analysis to create predictive models of account performance, allowing for more accurate forecast by 73%.
  • Led a 2-person team to develop targeted marketing campaigns, resulting in a 22% increase in client engagement for special accounts.
  • Analyzed customer feedback and trends, helping identify opportunities for additional revenue generation exceeding $13 annually.
  • Utilized market research to identify key industry shifts, allowing the adaptation of account strategies that grew market share by 43%.

Affiliations

  • Institute of Certified Professional Managers (ICPM)
  • Women in Customer Success (WiCS)
  • The Payments Association (TPA)
  • Association of Strategic Account Managers (ASAM)
  • Association for Supply Chain Management (APICS)
  • American Marketing Association (AMA)
  • International Institute of Business Analysis (IIBA)
  • National Customer Service Association (NCSA)
  • Association of Information Technology Professionals
  • Delta Mu Delta Business Honor Society

Certifications

  • First Aid/CPR Certified
  • Data-Driven Sales Management by Brightline
  • Certified Master in Complex Negotiations (CMCN)
  • Lean Six Sigma Green Belt
  • Client Management Strategy Course by Cedar Works
  • Enterprise Account Management Certification by Beacon Labs
  • Certified Revenue Cycle Representative (CRCP)
  • CompTIA A+ Technician
  • Cisco Certified Network Associate (CCNA)
  • Risk Management Professional (RMP) by PMI

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