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Manager, Account Management Resume Example

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JH
MANAGER, ACCOUNT MANAGEMENT
Professional Summary

Forward-thinking servant-leader with a proven record of accomplishment in driving customer satisfaction. Driven and ambitious change manager dedicated to continuous business improvement focused on enhancing revenue and streamlining business operations.

Work History
02/2019 - CurrentManager, Account Management | DoorDash - Saint Louis, Missouri
  • Exceeded 98% retention goal by implementing new marketing strategies to the unmanaged book of business.
  • Led teams focused on client communication and task management to enable a smooth experience for all corporate clients, surpassing 95% customer satisfaction goal.
  • Increased operational efficiency by 40% through Salesforce automation improvements.
  • Retained 100% of employees on my team through the transition from Square to Doordash while quickly pivoting the teams functions to better support the evolving needs of Doordash.
01/2015 - 02/2019Customer Support Manager - Cash | Square - Saint Louis, Missouri
  • Awarded top performer in leadership across phone, email and SMS channels for 8 consecutive quarters.
  • Improved customer satisfaction by 37% QoQ by launching omni-channel support for US Customers.
  • Created customer support strategy for team of 350+ to increase Cash App customer retention by 43%.
  • Increased internalpromotions by 200% for underrepresented talent by building out an apprentice lead program that allowed 6 support advocates to gain key leadership experience.
05/2013 - 09/2015Lead Patient Advocate | Cardon Outreach - Belleville, IL
  • Coached and developed 11 individual contributors across 3 sites.
  • Improved site productivity by 135% YoY by implementing a CRM tool.
  • Led educational seminars and lectures at local community mental health centers to expand awareness of mental health symptoms and issues.
  • Provided comprehensive case management services, including creating treatment plans and connecting clients and families to appropriate resources.
Skills
  • Talent Development
  • Project Management
  • Cross Functional Team Leadership
  • SQL
  • Process Improvement
  • Strategic Planning
  • Data Collection & Analysis
  • SFDC + Service Cloud Implementation
Certifications

Six Sigma Yellow Belt Certified Professional - AIGPE

Education
05/2017McKendree University, Lebanon, ILBachelor of Arts: Business Administration And Management
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Resume Overview

Companies Worked For:

  • DoorDash
  • Square
  • Cardon Outreach

School Attended

  • McKendree University

Job Titles Held:

  • Manager, Account Management
  • Customer Support Manager - Cash
  • Lead Patient Advocate

Degrees

  • Bachelor of Arts : Business Administration And Management

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