Summary
Overview
Work History
Education
Skills
Timeline
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Alex Tompkins

Rochester,NY

Summary

Results-driven Senior Account Manager with extensive experience in enhancing client relationships and driving innovative solutions. Proven track record of leading teams to exceed performance goals while fostering a culture of accountability and collaboration. Core competencies include strategic planning, effective communication, and operational efficiency. Committed to delivering exceptional results that align with organizational objectives.

Overview

16
16
years of professional experience

Work History

Senior Account Manager

Sutherland: Bloomberg.com
Rochester, New York
01.2020 - Current
  • Have met or exceeded 100% of all client metrics after months of taking over the account.
  • Awarded Leader of the quarter for Entrepreneurial Spirit in 2022
  • Developed and implemented strategic plans for assigned accounts to increase customer satisfaction.
  • Identified opportunities for cross-selling products and services to existing customers.
  • Managed key account relationships, ensuring customer loyalty and retention.
  • Conducted regular meetings with clients to review performance metrics, progress, and future goals.
  • Maintained detailed records of all account activity including sales orders, invoices, payments.
  • Resolved client issues in a timely manner while maintaining excellent customer service standards.
  • Provided ongoing training and support to junior team members on sales techniques and processes.
  • Gathered feedback from clients regarding product quality and overall satisfaction levels.
  • Prepared monthly reports summarizing account activities for upper management review.
  • Proactively identified areas of improvement within assigned accounts' operations.
  • Developed productive relationships with business representatives and consulted closely to uncover needs and match available solutions.
  • Established, documented, and implemented account management processes and procedures.
  • Acted as main point of contact in matters relating to client concerns and needs.
  • Renewed existing accounts by building relationships with clients.
  • Onboarded new team members to integrate into organization.
  • Fostered a culture of continuous improvement by sharing best practices and lessons learned with the broader account management team.
  • Conducted regular business reviews with clients to understand their needs and align products and services accordingly.
  • Established strong relationships with decision-makers and influencers within client organizations.
  • Led cross-functional teams to address complex client needs, ensuring cohesive effort and solutions.

Senior Customer Experience Manager

Sutherland: Visible
Houston, TX
11.2017 - 10.2019
  • Developed chat and social interaction flows to standardize Quality Analysis forms.
  • Developed customer service policies and procedures to ensure a consistent and positive experience.
  • Analyzed customer feedback data to identify areas of improvement in the customer experience.
  • Created strategies to improve customer satisfaction by focusing on product quality, delivery speed, and customer service responsiveness.
  • Collaborated with cross-functional teams to develop marketing campaigns that enhance the customer experience.
  • Monitored customer service performance metrics and created reports for senior management review.
  • Provided coaching and guidance to team members regarding best practices for delivering exceptional customer experiences.
  • Developed programs for recognizing employees who demonstrate exemplary levels of service excellence.
  • Implemented new technologies to streamline processes related to the customer experience journey.
  • Oversaw the development of training materials designed to educate team members on how best to provide excellent customer service.
  • Designed strategies for resolving common complaints from customers quickly and efficiently.
  • Identified opportunities for improving existing processes related to providing an outstanding level of service.
  • Worked closely with other departments such as sales, marketing, product development, and IT in order to ensure a seamless end-to-end experience for customers.
  • Organized conferences and workshops focused on developing innovative solutions for enhancing the overall quality of the company's services.
  • Developed key performance indicators used to measure success in achieving high levels of customer satisfaction.
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
  • Initiated research projects aimed at understanding consumer behavior patterns so as to better meet their needs
  • Revised department schedules to maximize coverage during peak hours.
  • Led team meetings to discuss customer feedback and brainstorm strategies for enhancing the customer experience.

Sales Team Manager

Sutherland: AT&T MSS
Rochester, New York
12.2013 - 11.2017
  • Analyzed sales data to identify areas of improvement in the sales process.
  • Managed a team of 10+ sales representatives, providing feedback on performance and coaching when needed.
  • Created monthly reports that tracked key performance indicators such as customer acquisition rate, revenue growth, and customer retention rate.
  • Conducted regular meetings with the sales team to review goals, discuss challenges, and strategize for upcoming campaigns.
  • Trained new hires on company policies, procedures, and processes related to sales operations.
  • Developed incentive programs for employees to motivate them to reach their targets each month.
  • Assisted in resolving customer complaints by working closely with the customer service department.
  • Identified potential opportunities for cross-selling or upselling products or services to customers.
  • Set quotas for individual reps as well as overall team performance expectations.
  • Organized weekly one-on-one meetings between reps and managers to evaluate progress towards goals.
  • Evaluated past successes and failures within the organization's CRM system in order to improve future results.
  • Mentored employees in successful selling techniques and encouraged cross-selling additional products and services.
  • Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
  • Coached, developed and motivated team to achieve revenue goals.

Customer Support Team Manager

Sutherland: AT&T Customer Care
Rochester, New York
07.2011 - 12.2013
  • Developed and maintained customer service policies and procedures.
  • Coordinated efforts between various departments within the organization related to providing superior customer service.
  • Drove customer escalations to resolution by engaging directly with clients.
  • Analyzed reports, call monitoring, surveys and vendor relations to refine and maintain workflows and procedures,
  • Improved standard operating procedures to create maximum customer satisfaction and facilitate regulatory compliance.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Ensured that customer service representatives had the necessary resources to perform their duties effectively.
  • Monitored team performance, provided feedback and coaching, and identified areas for improvement.
  • Assisted in hiring, training, and evaluating customer support staff.
  • Identified trends in customer inquiries and complaints to develop strategies for improving customer service quality.
  • Implemented processes for tracking customer interactions and measuring customer satisfaction levels.
  • Resolved escalated customer issues promptly and professionally.
  • Participated in meetings with other departments to coordinate activities related to customer support services.
  • Analyzed data to identify opportunities for improving operational efficiency of the customer service department.
  • Provided reports on team performance metrics to senior management on a regular basis.
  • Developed action plans based on analysis of data from surveys or focus groups regarding customer satisfaction.
  • Conducted regular audits of call center operations to ensure compliance with industry standards.
  • Established goals and objectives for the team that aligned with organizational objectives

Technical Support and Sales Representative

Sutherland: Intuit Websites
Rochester, New York
04.2009 - 07.2011
  • Handled 30+ inbound technical support and sales calls per day on average
  • Sold products and services ranging from $10 to $10,000+
  • Identified opportunities for cross-selling additional products and services.
  • Performed regular follow-ups with prospects to close deals in a timely manner.
  • Reviewed monthly performance against targets set by management team.
  • Answered inquiries from prospective customers regarding features of products and services offered.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Adhered to all performance metrics which included AHT, conversion rate, sales quotas, schedule adherence, first call resolution, willingness to recommend, agent satisfaction, and sales revenue
  • Developed program SPIFFs and Commission Plans to assist in employee engagement
  • Consistent top performer in all client and program KPI's
  • Awarded employee of the month, top sales, and top customer experience agent on several occasions

Education

Business Administration -

University at Buffalo
Amherst, NY

Customer Experience Management -

Study.com
Houston, TX

Skills

  • Communication skills
  • Leadership
  • Training & Development
  • Technical Support
  • Computer literacy
  • Client Relations
  • Account Management
  • Financial Reporting
  • Goals and performance
  • Account growth
  • Client and Vendor management
  • Partnership development
  • Revenue generation
  • Staff management
  • Scheduling
  • Customer relations
  • Sales expertise
  • Strategic planning

Timeline

Senior Account Manager

Sutherland: Bloomberg.com
01.2020 - Current

Senior Customer Experience Manager

Sutherland: Visible
11.2017 - 10.2019

Sales Team Manager

Sutherland: AT&T MSS
12.2013 - 11.2017

Customer Support Team Manager

Sutherland: AT&T Customer Care
07.2011 - 12.2013

Technical Support and Sales Representative

Sutherland: Intuit Websites
04.2009 - 07.2011

Business Administration -

University at Buffalo

Customer Experience Management -

Study.com

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Alex Tompkins