Alysson Lafferty
Denver,CO
Summary
Skilled customer experience manager and account management professional with proven track record in fostering client relationships, driving revenue growth, and managing complex accounts. Known for strong focus on team collaboration, adaptability, and delivering results. Expertise includes strategic planning, client communication, and problem-solving. Known for being a collaborative team member, excelling in team building, coordination, and training activities. Highly reliable and flexible in meeting changing business needs.
Overview
13
13
years of professional experience
Work History
Account Manager
Gates Corporation
07.2021 - 01.2024
- Responsible for managing sales, returns, order changes, order tracking and many other order management tasks
- Assisted in placement, invoicing, payments and shipping of large-scale and high-value orders
- Assisted team in hitting sales and team productivity goals
- Supervised and trained new hires on best practices and proper protocols; updated training materials and sales collateral and decreased process gaps.
- Managed, supported and grew business relationships with existing accounts and developed strategies to increase sales and revenue.
- Answering multiline phone system, answering emails in a timely manner, answering and utilizing website chat feature
- Strengthened relationships with key clients by maintaining consistent communication and providing tailored solutions.
- Resolved complex problems to positively impact sales and business direction.
- Account manager and sales representative to second largest national account in company
- Maximized revenue growth by identifying upsell opportunities within existing accounts.
- Coordinated regular meetings with national accounts to review performance metrics, address concerns, and discuss potential areas of improvement.
- Built strong relationships with key decision-makers at the executive level within national accounts organizations.
Client Experience Manager and Practice Coordinator
Fear Free Pets, LLC
09.2015 - 07.2020
- Responsible for all member correspondence via phone, email and social media
- Managed sales and renewals of client accounts
- Responsible for individual, corporate and full practice sales of Fear Free education and certification
- Assisted in invoicing, payments, directory
- Led company wide meetings, attended conferences and assisted in presentations with corporate sponsors
- Developed long-lasting client relationships through providing exceptional service and personalized attention.
- Championed data-driven decision-making by utilizing analytics to identify trends and develop targeted action plans for improvement.
- Evaluated client feedback data to identify areas of improvement and prioritized resources accordingly, resulting in continuous enhancement of the customer experience.
- Increased customer retention rate through proactive outreach efforts, including regular check-ins and follow-up communications.
- Boosted efficiency by developing standardized procedures for handling common client inquiries and concerns.
- Took ownership of customer issues and followed problems through to resolution.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Client Services Coordinator and Veterinary Technician
Tender Touch Animal Hospital
11.2010 - 07.2015
- Managed phones and client correspondence via email, website contact
- Responsible for assistance with general health appointments, surgeries and emergency veterinary care
- Responsible for booking appointments, surgeries and ultrasounds
- Scheduled and assisted with humane euthanasia of family pets
- Taking payments for services in the form of credit card, cash, check and Care Credit
- Member of the Tender Touch Leadership and Marketing Team
- Training of new employees and supervising the Client Services team
- Responsible for passing cascading messages and new hospital policies to team members
- Aided in sudden emergency medical situations when necessary
- Developed strong relationships with clients by providing exceptional customer support and maintaining open lines of communication.
Education
BBA -
CU Denver
Denver, CO01-2022
Skills
- Customer Relationship Management
- Sales Strategy Development
- Engaging Presentation Skills
- Team Building and Management
- Content Creation
- Business Fiscal Strategy
- Office Management
- Issue resolution
- Account development
- Project management
Hard Skills
Oracle Applications, Oracle Sales Cloud, MS Office Suite, Adobe Acrobat, Salesforce, Shopify, WooCommerce, Word Press, UX/UI testing
Timeline
Account Manager
Gates Corporation
07.2021 - 01.2024
Client Experience Manager and Practice Coordinator
Fear Free Pets, LLC
09.2015 - 07.2020
Client Services Coordinator and Veterinary Technician
Tender Touch Animal Hospital
11.2010 - 07.2015
BBA -
CU Denver
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