Sought out to manage the company's largest book of business, which includes 5 of the top 10 revenue-producing clients, generating $6.4M annually.
Build relationships with clients from VP to C-suite, consisting of apartment owners, management companies, and real estate investment companies, acting as liaison with internal operations to ensure the client satisfaction with contracted products.
Strategically review program performance and create solutions to maximize results and client satisfaction.
Entrusted with guiding and mentoring junior staff on managing client issues through clear and calm communications, all of whom have now been promoted.
Oversee the collection of detailed analytics, which provides clients with critical data points and identifies cost saving/recovering opportunities to align with client and internal goals.
Grew revenue by 13% in 2013, and 8% in 2014.
Boosted retention rate 11% in one year, with up to 100% retention rates for three years.
Selected by the COO to improve and standardize the client review process and provide a clear and consistent view into the program's performance for each client.
Conducted thorough research on available metrics and data sources, and created and implemented a succinct and standardized Client Summary highlighting key data points of the program's performance.
01/2005 to 01/2012
Strategic Account ManagerNWP SERVICES CORPORATION － Irvine, CA
Recognized account management subject-matter expert, building and managing multiple key and high-profile client relationships to identify opportunities to deliver exceptional service and encourage adaption of products and programs, including resident utility billing, outsourced accounts payable services, utility management, and e-Pay solutions.
Collaborated across multiple departments, including operations, legal, marketing, product management, product development, and IT to identify trends, synthesize client data, and create and execute new client programs to enhance performance, improve cost recovery, and increase client net operating income.
01/1998 to 01/2005
Project ManagerEQUITY RESIDENTIAL － Chicago, IL
Negotiated and managed business partnerships for multiple portfolio-wide programs affecting 225,000 apartment units and generating multimillion dollars in revenue.
Designed programs, secured vendor partners, and negotiated contract language.
Participated in all implementation activities, including securing executive support, field training, program marketing, reporting, and performance optimization.
Managed multiple service programs, including national trash, cable, utility, pest control, mortgages, and other consumer products programs.
Integral part of the team that developed and rolled-out the Rent with Equity program, which allowed renters to earn credit towards the purchase of a new home.
Successfully brought the new program into the explosive Southeast Florida market by seeking out smaller builders, willing to pay the fee.
Collaborated with IT to develop an automated system, which easily identified the credits earned and issued a certificate to the resident.
Worked with HR to implement new mandatory online training courses for the new program into existing policies.
Program was instrumental in doubling the average length of residency.
Bachelor of ScienceLOYOLA UNIVERSITY OF CHICAGO － Chicago, IL
RECOGNITIONS AND AWARDS
President's Choice Award in 2013 * AUM
"In the Trenches" Award for superior customer service in 2007 from key client * NWP SERVICES CORPORATION
Account Manager of the Year Award in 2006 * NWP SERVICES CORPORATION
*New Product Development
*Strategic thinker with strong business acumen and a technical proficiency, leveraging the power of technology and data to manage and monitor all aspects of the client relationship, improve organizational efficiencies by spearheading process improvement initiatives, and develop detailed reporting to track program performance, identify trends, and maximize growth potential.
*Client and operations focused, business development professional recognized for expertise in building and growing sustained and profitable relationships through an understanding of the clients' needs and by capitalizing on opportunities to introduce solutions that address critical business issues.
*Influential and persuasive, called upon to mentor and guide teams on delivering an extraordinary-level of client service and how to expertly manage issues through a calm and professional manner, acting as the client's advocate.