AMANDA B. PHILLIPS
Client/Account/Operations Management
Austin,USA
Summary
Efficient and results-driven Senior Operations Manager with 15+ years of experience in operations management and client relations within the hospitality and property management sectors. Proven track record in developing SOPs, enhancing customer retention, and managing large teams. Skilled in strategic planning and process improvement, with a focus on driving operational efficiency and client satisfaction. Successfully managed over 25+ accounts while implementing innovative solutions to optimize service delivery.
Overview
15
15
years of professional experience
Work History
Senior Account Manager
Clean Suite, LLC
Austin, TX
02.2024 - 09.2025
- Provided regular updates on account performance and market trends to senior management
- Took the extra initiative to step out of my role and look for operational and financial errors to be aligned with industry standards and capture revenue loss.
- Negotiated contract renewals and pricing agreements with clients, achieving an average renewal rate of 92%
- Served as the main point of contact for all client inquiries and issue resolution. Extreme success in relationship development.
- Pioneered the development of a comprehensive account management playbook used companywide as a training resource.
- Managed a high-volume workload while maintaining attention to detail and meeting tight deadlines
Remote Sales Executive/Account Manager
Properly, Inc
Austin, TX
07.2022 - 09.2023
- Sold Property Management software and remote services to property managers, owners, cleaning companies, and large enterprise accounts.
- Effectively positioned services by identifying the customers' needs through a consultative approach combined with a complex selling strategy.
- Trained and managed current and new sales team members.
- Closely worked with the engineers and product development team to improve and create new software features using routine market research and customer feedback.
- Assisted with building listings for new customers on various STR platforms using specific formulas developed for photography, title, and description, as well as coaching on dynamic pricing.
- Managed over 100 STR property managers and owners.
- Scheduled weekly/monthly calls with current customers to provide an account overview and recommendations on items for improvement.
- Created monthly (and as needed) market and listing analysis reports for all customers.
- A HIGH focus on customer retention and working with teams internally to prevent churn at all costs.
- Revise and renew all customer contracts.
- Monitor all members of the support teams to ensure response time and response quality are meeting KPI targets.
- Continuous training and SOP development for new projects to enhance services and performance.
Director of Operations
Roost Austin
Austin, TX
11.2021 - 04.2022
- Running the day-to-day operations
- Serve as a filter between the team and owners
- Collaborate to move the business forward
- Develop systems and schedule to collaborate with owners
- Present ideas and plans to improve the business
- Managing client/guest conflict resolution
- Built SOPs and used Saas software to organize the company and prepare for training
- Overseeing the development of all systems
- Understanding roles, functionality and needed improvements
- Serving as the guardrail to ensure the roles and systems are working efficiently
- Trouble shooting problem areas
- Building schedules for various teams within the organization
- Direct weekly meetings to discuss growth, profits, and revenue opportunities with the COO and Founder
- Manage the premises
- Coordinate sub-contractors
- Manage and order all supplies
- Work with budget set by owners
- Event prep and set up
Global Operations Manager
AMBER LODGING CO
Austin, TX
05.2017 - 11.2021
- Designed and implemented new global business processes to increase efficiencies and ensure a competitive advantage
- Managed team capacity, forecasting, and resource allocation while accurately evaluating the performance of team members and providing direct and actionable feedback
- Worked closely with cross-functional counterparts to identify and drive initiatives to improve the customer experience for retention and growth purposes
- Oversaw delivery of support and client issue resolution and initiate new strategies to ensure that client issues are resolved promptly and thoroughly
- Prepared and analyzed all analytical dashboards and prepare ad hoc reports within appropriate timeframes
- Monitored all activities associated with business operations and ensure compliance to all accounting principles in everyday transactions on all global accounts
- Partnered with AIRBNB and VRBO to provide creative housing solution for the corporate traveler
Vendor Services Manager
AMBER LODGING CO
Austin, TX
05.2016 - 05.2017
- Managed the company's relationships with multiple vendors to ensure contract terms were met by all parties and re-negotiated/amended contract terms based off increased business and market demands
- Coordinated and scheduled vendors to streamline the overall process and applied various adaptations specific to each client
- Identified potential vendors and conducted research to determine who offered the best products, prices, and services
- Managed the Guest Services team to ensure all requests received from guests and clients were executed quickly and the information provided was accurate (e.g Created step-by-step training documents for the team to study and reference to eliminate any chance of error and to increase the level of efficiency)
- Worked closely with finance managers to determine whether there was room in the budget to upgrade or how to make cutbacks with the least negative implications
- Managed the stock level of all in-house products and kept meticulous records to track what was being delivered and confirmed it satisfied the company's order.
ESL Teacher/Trainer
MEDIA KIDS ACADEMY
Sakon Nakhon, Thailand
05.2014 - 03.2016
- Designed lesson plans focused on level-appropriate material for students ranging from 12-18 years of age
- Managed/taught 18 different classes of up to 50 students per week
- Developed and implemented challenging, interactive learning mediums to increase students' understanding of course materials
- Assisted the exchange program by revising and editing all letters/essays for the students' university applications
- Interviewed/qualified students applying for the exchange program to ensure they would be ideal candidates for the opportunity
- Selected by the exchange program to tutor and advise all students that qualified to study abroad in America
- Conducted English speaking seminars for the directors and librarians for the 32 schools within the Esan area
- Monitored, mentored, and coached the other foreign teachers in the English department as acting 'head teacher'
Branch Manager
ENTERPRISE RENT-A-CAR
Austin, TX
03.2012 - 04.2014
- Managed overall branch operations and supervised the management team
- Developed solid business strategies to maintain a seamless system that satisfied our clientele
- Organized monthly events with various corporate accounts to thank and acknowledge them for their business and ensure retention
- Implemented a customer callback system executed by all employees to guarantee complete satisfaction with our products, services and staff
- Established the overall training and development system for branch employees
- Supervised, mentored, trained, developed, and evaluated staff (up to 50 employees)
- Conducted and/or participated in the recruitment, interviewing, and hiring of branch employees
- Prepared effective and timely employee reviews and oversaw the review process
- Developed overall sales and marketing strategies for the branch
- Assessed and analyzed competitive environment and provided the appropriate reports and recommendations
- Reviewed and analyzed reports, financial statements, and billing for profit and growth forecasts
Assistant Manager
ENTERPRISE RENT-A-CAR
Austin, TX
12.2010 - 03.2012
- Supervised a team of employees varying from service agents to management trainees/assistants
- Managed the fleet at various branches ranging from 80-1200 vehicles
- Trained and mentored management trainees to develop their skill sets and help facilitate their transition into management
- Administered employee reviews on behalf of the branch manager due to being well-renown for having excellent written/verbal skills
- Developed strategies for increasing business by marketing for new accounts on a weekly basis
- Managed multiple corporate accounts and handled their specific requests
Education
BACHELOR OF SCIENCE - ECONOMICS, BUSINESS ADMIN
Texas A&M University
College Station, TexasSkills
- Employee/student mentoring and training
- Excellent written and verbal communicator
- Performance tracking and evaluating
- Compassionate, Empathetic, Sincere
- Account management
- Client account management
- Strong organizational, administrative, and analytical skills
- Highly adaptable to change
- SaaS
- CRM experience
- Vast Excel experience
Timeline
Senior Account Manager
Clean Suite, LLC
02.2024 - 09.2025
Remote Sales Executive/Account Manager
Properly, Inc
07.2022 - 09.2023
Director of Operations
Roost Austin
11.2021 - 04.2022
Global Operations Manager
AMBER LODGING CO
05.2017 - 11.2021
Vendor Services Manager
AMBER LODGING CO
05.2016 - 05.2017
ESL Teacher/Trainer
MEDIA KIDS ACADEMY
05.2014 - 03.2016
Branch Manager
ENTERPRISE RENT-A-CAR
03.2012 - 04.2014
Assistant Manager
ENTERPRISE RENT-A-CAR
12.2010 - 03.2012
BACHELOR OF SCIENCE - ECONOMICS, BUSINESS ADMIN
Texas A&M University