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Senior Account Manager Resume Example

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SENIOR ACCOUNT MANAGER
Professional Summary

Talented Intake Specialist with over 13 years of successful experience in potential case intake and Account Managing. Recognized consistently for performance excellence and contributions to success in the Legal Intake industry. Strengths in personal injury cases and building relationships backed by training at the Intake Academy by Chris Mullins.

Work History
Company Name - Senior Account ManagerCity, State12/2017 - Current
  • Trains and mentors Account Manager
  • Trains and mentors Account Manager
  • Delegates tasks to Account Managers
  • Translates legal documents from English to Spanish
  • Provide excellent customer service through proactive communication, prompt follow up and follow through
  • Problem solving for clients and presenting new and unique solutions to boost client productivity
  • Monitors New Client call content and reports for patterns to identify improvements and/or training opportunities
  • Initiates and responds to clients with the goal to cultivate a strong, positive relationship
  • Complete requested client maintenance as needed
  • Ongoing check-ins with assigned clients to gauge success and satisfaction
  • Prepare weekly, monthly reporting for customers
  • Supports other teams as needed
  • Trained and supported junior account management professionals to increase company productivity
  • Reached out to accounts measuring satisfaction and increased revenue
  • Negotiated contracts, closed agreements and supported sales team in new product launches
  • Oversaw multiple accounts and worked diligently to meet and exceed performance goals
  • Communicated with clients via email, phone, online presentations, screen-share and in-person meetings
  • Efficiently and accurately verified and updated account information
  • Collaborated with customers to develop strategic business and account plans
Company Name - Account ManagerCity, State11/2015 - 12/2017
  • Interviews new clients to understand their needs and expectations in order to set-up and programmed to company standards
  • Calls client(s) to verify accuracy of client maintenance requests received
  • Offers options and additional services to clients to increase worth of our service to them
  • Documents all client contact/requests in CRM
  • Proactively maintains client relationships as assigned
  • Manages and is responsible for quality on all assigned accounts
  • Interfaces with Account Advisors, Department Managers, and Call Center Management Team regarding
    training, protocol, and communication issues
  • Prepares for and participates in Sales/Client Services Meetings and Call Center Staff meetings if needed
  • Participates in error meetings looking for opportunities to reduce the number of errors being made on
    accounts
  • Communicates with teams in a timely manner for all necessary programming changes and suggestions for accounts
  • Ensures new client is on the right rate plan according to their activity for their first 60-days on service
  • Looks for ways to minimize client turn and loss of accounts
  • Constantly looks for ways to improve client relationships and retention as appropriate
  • Looks for trends and patterns that can inform appropriate actions and improved business practices
  • Identifies ways, whenever possible to make improvements to procedures and practice
  • Brings suggestions for improvements and changes to the appropriate people
  • Asks questions and follows up with appropriate resources when questions or inconsistencies arise
  • Managed budgeting, forecasting and performance for all accounts
Company Name - Senior Intake SpecialistCity, State04/2013 - 11/2015
  • Manages specific intake specialist training needs, including refining, improving and advancing Agents to their next level
  • Addresses performance concerns with intake specialist immediately, calmly, professionally and respectfully
  • Prepares and deliver several daily and monthly reports to help efficiently run all aspects of the call center
  • For one hour of each eight hour work shift, serve as an Intake Specialist, answering calls for over 1,000 clients, taking accurate messages, email inquiries and/or customer service requests
  • Facilitated individual coaching sessions with CSRs to realign productivity goals
  • Communicated policy updates and information to team to enhance goal efficiency
  • Reduced process lags and effectively trained staff on customer satisfaction protocols and first call resolution best practices
  • Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings
  • Worked with training team to maintain frontline intake specialist and tier I and II intake specialist product support and certification training initiatives
  • Guided employees through routine and complex administrative situations with decisive but motivational approach
  • Delivered constructive call process feedback
  • Evaluated employee job performance and motivated staff to improve productivity
Company Name - Legal Intake SpecialistCity, State07/2008 - 03/2013
  • Answers hundreds of calls as soon as it is presented on the screen. Speaks at a rate that allows reading ahead in order to clearly and accurately complete an intake. Asks how she can help, and genuinely cares by showing empathy
  • Takes responsibility and ownership for actions and decisions. Includes appropriate people in the decision-making process, and makes timely decisions
  • Supports team's efforts to succeed, balancing team and individual responsibilities. Contributes to a positive team spirit and morale
  • Reacts well under pressure, keeping emotions under control and maintaining professional behavior
  • Handles difficult or emotional customer situations in a calm and professional manner
  • Translates for attorneys, judges and other on-call personnel
  • Responsible for training new Intake Specialist on intake protocol
  • Inputted all communication with applicants into computer system to facilitate future clarification and knowledgeable support
  • Reviewed criteria for different case types to determine eligibility
  • Completed all intakes on time
Skills
  • Fluent in Spanish
  • Intake Taking
  • Telephone reception
  • Quick learner
  • Personable
  • Customer-oriented
  • Goal-oriented
  • Client relations strength
  • Positive and friendly
  • Skilled problem solver
  • Proficiency in CRM's
  • Appointment Scheduling
  • Relationship-Building
  • Excellent work ethic
  • Compassion
  • Effective communication skills
Education
06/2006Ventura CollegeCity, StateAssociate of Arts
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Resume Overview

School Attended

  • Ventura College

Job Titles Held:

  • Senior Account Manager
  • Account Manager
  • Senior Intake Specialist
  • Legal Intake Specialist

Degrees

  • Associate of Arts

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