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Account Manager Resume Example

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ACCOUNT MANAGER
Professional Summary

Account Manager with more than 15 years of industry experience. Proven history of acquiring and maintaining relationships with existing accounts while increasing revenue through new ones. Extensive experience overseeing up to 50 call center employees responsible for servicing global Fortune 500 clients. Well-developed skills maintaining and improving operations by monitoring performance, identifying trends, resolving problems, preparing and completing action plans, completing quality audits and analyses, and driving process improvement and quality assurance programs. Dedicated leader with excellent communication skills, resolving problems, and motivating employees to perform at their best.

Skills
  • Client Relationships Management
  • Driving Process Improvements
  • Client Service Level Agreements
  • Team Leadership
  • Business Development
  • Employee Management and Training
  • Six Sigma/Lean Methodologies
  • Quality Assurance
  • Resource Management
  • Goals and performance
Work History
Account Manager, 08/2015 to Current
Gryphon Financial Group – Morgan Hill, CA
  • Primary point of contact with a portfolio of over $300 billion in domestic and international accounts
  • Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis
  • Ensure the timely and successful delivery of solutions according to customer needs and objectives
  • Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
  • Developed and delivered engaging and polished presentations to highlight products and draw favorable competitor comparisons
  • Liaised between account holders and various departments, communicating effectively to maintain customer satisfaction and uphold company protocols
  • Boosted sales numbers with proactive account servicing and diligent relationship-building
  • Educated clients on new services and updated account information to maintain high standards of client service
  • Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms
Client Services Manager, 01/2010 to 08/2015
Gryphon Financial Group – Morgan Hill, CA
  • Manage a global team of up to 50 Customer Service Representatives responsible for recovering money for $250 Billion Fortune 500 clients domestically and internationally.
  • 􏰁 Met or exceeded revenue goal every quarter since July 2012, averaging 139% of monthly goal. Best quarter hit 306% of revenue generation goal.
  • 􏰁 Supervise native-language groups for clients located in Europe, Latin America, and East Asia.
  • 􏰁 Directly manage a team of Assistant Managers, Trainers, Auditors, and Customer Service Representatives.
  • 􏰁 Develop, analyze, evaluate, deliver, and interpret performance and quality metrics.
  • 􏰁 Maintain and improve call center operations by monitoring agent and general service delivery performance, identifying trends and resolving problems, preparing and completing action plans, completing quality audits and analyses, and driving process improvement and quality assurance programs.
  • 􏰁 Partner with leaders in multiple business units (Project Management, Account Management, Desktop Support, IT, Recruiting, Training, and Claims Processing) to ensure adequate resources are deployed to meet client quality and performance expectations.
  • 􏰁 Drive change management through continuous process examination; implement Lean methodologies, Six Sigma practices, and team building.
  • 􏰁 Co-lead weekly client calls to discuss expectations, results, questions, and reporting needs, and to ensure that teams are equipped to achieve objectives.
  • 􏰁 Travel to clients' office headquarters with Account Managers to resolve issues, develop forecasts, improve processes, and maintain relationships.
  • 􏰁 Personally manage the relationship with the company's highest-revenue client (a Fortune 20 company), and several of the most complex clients.
  • 􏰁 Consistently exceed quarterly and annual targets for revenue generation, labor utilization, and quality by more than 48%.
  • 􏰁 Co-chaired a team of 20 employees that helped design and implement a new company infrastructure. The project successfully reduced waste, improved production, and increased revenue.
  • 􏰁 Successfully collaborated with leaders in the Recruiting department to develop criteria and talent acquisition strategies to obtain specialized talent and higher-level staff.
Assistant Manager, 05/2006 to 12/2009
Gryphon Financial Group – Morgan Hill, CA
  • Facilitated department and team meetings to discuss goals, improvement opportunities, and corporate initiatives
  • Collaborated with Director and Department Managers to develop innovative incentive bonuses for monthly and quarterly goals
  • Maintained excellent customer relationships by acting as liaison between Operations and Account Management
  • Partnered with Department Managers to perform employee reviews and ensure appropriate trainee development
  • Championed the identification of opportunities to improve client satisfaction; acted as change agent to ensure integration into process development
  • Assisted teams in improving client satisfaction by helping employees identify methods for meeting weekly, monthly, and quarterly goals
  • Assisted in client retention by resolving customer issues referred by Account Managers
  • Internally audited employees to ensure they executed responsibilities while maintaining company quality and accuracy standards
  • Key Accomplishments Exceeded monthly and quarterly goals every single period in the position
  • Improved employee performance through coaching and counseling; successfully increased accuracy and decreased errors
  • Co-Authored training materials used to train senior lead employees to execute exemplary customer service, resulting in increased productivity and waste reduction
Education
Bachelor of Science : Business Administration, ManagementSAN JOSE STATE UNIVERSITY - San Jose, CA
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Resume Overview

Companies Worked For:

  • Gryphon Financial Group

School Attended

  • SAN JOSE STATE UNIVERSITY

Job Titles Held:

  • Account Manager
  • Client Services Manager
  • Assistant Manager

Degrees

  • Bachelor of Science : Business Administration, Management

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