Kelli Evans
Deltona,Florida
Summary
I have an Associate's Degree with a concentration in Psychology. I am a reliable and hard-working Major Accounts Manager seeking the Manager of Customer Care role with ActivEngage. I currently manage all of the Penske Automotive and SoCal Penske dealerships and have maintained these partnerships for almost 5 years. I diligently maintain an open line of communication with these accounts on multiple levels from Corporate down to the dealership level. . On a monthly, sometimes weekly, basis I analyze these accounts looking at graphic placement and traffic to maximize chat engagement. share new products to not only build revenue for ActivEngage but for partners as well. By doing this consistently and following through, I have built solid relationships with these partners. Objectives Becoming the Manager of Customer Care would allow me to build on my current skill set, while sharing this skill set with my team and helping them to grow their accounts as well. This position will challenge me to continue to build on my automotive knowledge and my ability to analyze chat data to maximize our client's investment with us. It will also challenge me to apply what I have learned in my current partnerships to my partnership with my team.
Overview
22
22
years of professional experience
Work History
Major Accounts Manager
ActivEngage Inc.
02.2017 - Current
- I currently manage over 100 accounts
- Maintaining constant communication with multiple levels of contacts from corporate down to dealership level
- Reviewing and analyzing monthly data, sharing any areas of improvement or concern with contacts
- Also, making sure to share any and all additional features that may provide additional revenue for Activengage, as well as the partner.
- Determined revenue growth opportunities and enhanced service levels by closely monitoring developments in assigned accounts.
- Monitored client satisfaction and prioritized issue resolution for superior customer experiences.
- Grew new customer relationships and revenue through sales of Marketing products and Chat services.
- Built relationships with customers to establish long-term business growth.
Customer Success Specialist and Senior Account Specialist
ActivEngage Inc.
Maitland, Florida
07.2015 - 02.2016
- I manage over 50 accounts
- I do regular URL, graphic and dealer note reviews
- I make sure that coding and graphics are present and deploying properly
- I diligently build and maintain lasting relationships with these accounts
- I am to navigate proficiently through Salesforce, Designer and the Chat Console
- I consistently complete my accounts in a timely manner
- Multi-tasking and organizational skills are a must.
Pricing Manager
Old Navy
Sanford, Florida
09.2007 - 01.2013
- Welcomed and greeted customers upon entering store/office and ensured customer satisfaction with the quality of products/services by keeping items stocked
- Maintained a balanced register for each shi and handled cash, check, and credit card transactions with care
- Managed complaints and resolved conflicts through the use of skillful negotiations
- Scheduled appointments and set up new customer accounts; also, produced minor quotes on monthly services
- Performed multiple office responsibilities including delivering information to vendors and the general public, answering the telephone, and up keeping an organized work space
- Entered, recorded, stored, and maintained client information in written and/or electronic form
- Ordered supplies and monitored inventory for fast-paced office/store settings
- Carried out various responsibilities of receiving shipment trucks such as, scanning and verifying cartons, sending data to corporate d moving shipment from “door to floor” in a timely manner
- Keeping fellow associates on track and motivated
- A large responsibility was the constant attention to detail in setting up shops for the merchandise, making sure that the shops were set exactly to the corporate book
- In charge a cleaning and maintaining a clean workplace, making sure that a er the store was open no fixtures or carts and/or trash was le on the store floor
- Made sure all signing for the store was 100% at all times, which included making sure that the right signing was used as well as the right fixture
- When markdowns were needed responsibilities were as follows; all merchandise needed to be hard marked and moved to its appropriate place and the correct signing was posted
- Audits were also a responsibility which included scanning each shop making sure it was done appropriately and if not make sure it was
- Managed daily business operations and responsible for opening/closing the facility
- Supervised a small staff of employees, to include: scheduling, compensation, and review of performance
- Recruited new hires and responsible for both the hiring and dismissal of team members.
Bartending Manager
Blackie's Saloon
DeBary, Florida
06.1994 - 01.2005
- Carried out various responsibilities of receiving shipment trucks such as, scanning and verifying cartons, sending data to corporate and moving shipment from “door to floor” in a timely manner
- Keeping fellow associates on track and motivated
- A large responsibility was the constant attention to detail in setting up shops for the merchandise, making sure that the shops were set exactly to the corporate book
- In charge cleaning and maintaining a clean workplace, making sure that a er the store was open no fixtures or carts and/or trash was le on the store floor
- Welcomed and greeted customers upon entering store/office and ensured customer satisfaction with the quality of products/services by keeping items stocked
- Maintained a balanced register for each shi and handled cash, check, and credit card transactions with care
- Managed complaints and resolved conflicts through the use of skillful negotiations
- Managed daily business operations and responsible for opening/closing the facility
- Supervised a small staff of employees, to include: scheduling, compensation, and review of performance
- Recruited new hires and responsible for both the hiring and dismissal of team members.
Education
Associate's Degree - Psychology Concentration
Universit of Phoenix
Orlando, FL06.2013
Diploma -
Deltona High School
Deltona, FL06.1994
Skills
- Relationship Building
- Decision Making
- Customer Service
- Detail-Oriented
- Interdepartmental Collaboration
- Customer Complaint Resolution
- Verbal and Written Communication
- Salesforce Software
- Time Management
- Problem Solving
Timeline
Major Accounts Manager
ActivEngage Inc.
02.2017 - Current
Customer Success Specialist and Senior Account Specialist
ActivEngage Inc.
07.2015 - 02.2016
Pricing Manager
Old Navy
09.2007 - 01.2013
Bartending Manager
Blackie's Saloon
06.1994 - 01.2005
Associate's Degree - Psychology Concentration
Universit of Phoenix
Diploma -
Deltona High School