Amanda Friedman Mascio
Hampstead,NC
Summary
Team-oriented professional offering insightful, data-informed assistance and nurturing strong partnerships
Overview
23
23
years of professional experience
Work History
Senior Client Services Account Manager
NetLine
Campbell, CA
03.2022 - Current
- Served as primary point of contact for NetLine Enterprise and Mid-Market B2B Marketer clients.
- Achieved average renewal rate exceeding 90% while driving annual recurring revenue of approximately $4M.
- Onboarded new clients, delivering proactive and responsive ongoing support.
- Developed content syndication lead generation campaigns, including copywriting and API integration with client systems.
- Produced comprehensive reporting and analyses, including customized ad hoc and year-end reports.
- Led regular client status calls to analyze reports, discuss optimization strategies, and promote account growth.
- Collaborated with Sales, Engineering, Marketing, Finance, and Product teams to advocate for client needs.
- Represented Customer Success Team in product pilot programs and go-to-market initiatives, enhancing internal processes.
Key Account Executive
WIS (formerly RGIS)
Auburn Hills, MI
06.2021 - 03.2022
- Managed $6M sales portfolio for top-tier B2B clients across US and Canada.
- Executed pricing, drafting, negotiation, and renewal of SOW and MSA contracts.
- Increased revenue through cross-selling and enhancing service efficiencies.
- Collaborated with client teams in Loss Prevention, Inventory, Finance, and Operations to address needs.
- Coordinated with Scheduling, Field Operations, IT/Programming, and Safety for effective issue resolution.
- Forecasted quarterly and annual revenue across entire portfolio to inform strategic decisions.
- Developed customized reports utilizing MS Office, Tableau, and proprietary databases based on customer requirements.
Customer Relations Representative III
RGIS
Auburn Hills, MI
03.2019 - 06.2021
- Served as primary contact for B2B clients, resolving issues and maintaining accounts.
- Managed annual revenue portfolio of approximately $3 million.
- Specialized in support for high-end NYC clothing and accessory retailers.
- Coordinated cross-functional efforts with Sales, Accounting, IT, Legal, and Field Operations.
- Analyzed revenue data to structure renewal contracts effectively.
- Audited accounts to ensure invoicing accuracy and compliance.
- Developed client relationships through proactive outreach and professional service.
- Utilized Oracle databases, customer portal, SmartSheet, Tableau, and internal ticketing system.
Hiring and Training Coordinator
RGIS
Jackson, MS
09.2018 - 03.2019
- Conducted group and individual interviews to assess candidate qualifications.
- Processed onboarding paperwork using Taleo and Sterling platforms for efficiency.
- Made hiring decisions and extended employment offers to selected candidates.
- Delivered engaging training sessions for new hires to ensure smooth integration.
- Maintained accurate records of candidate and employee files for compliance.
- Assisted with office management tasks to support operational effectiveness.
Realtor
Coldwell Banker Real Estate Services
Pittsburgh, PA
05.2009 - 12.2012
- Acquired buyer and seller clients through interviews and open houses.
- Collaborated with agents and staff from various brokerages to facilitate transactions.
- Established partnerships with mortgage lenders, attorneys, and closing agents.
- Completed continuing education courses to enhance industry knowledge.
Billing Analyst
Strategic Energy/Direct Energy Business
Pittsburgh, PA
05.2008 - 03.2012
- Eliminated redundancies and reduced errors, streamlining processes for efficiency.
- Identified systemic billing issues and implemented resolutions to enhance accuracy.
- Audited complex product invoices, ensuring correctness and compliance.
- Resolved customer billing concerns to maintain high satisfaction levels.
- Tested software system upgrades to improve functionality and performance.
- Facilitated transfer of Nirvana Billing System accounts into ERM billing platform seamlessly.
- Trained coworkers and new employees on best practices and system usage.
- Spearheaded 'Welcome' initiative for Direct Energy employees relocating to Pittsburgh, enhancing onboarding experience.
Client Service Analyst
Strategic Energy
Pittsburgh, PA
06.2006 - 05.2008
- Served as primary contact for top-tier business energy clients, collaborating with executives and consultants.
- Resolved account inquiries, including billing, payment issues, and account audits.
- Managed clientele portfolio exceeding $10M in annual sales.
- Participated in power buying strategy calls with consultants and corporate energy managers.
- Conducted proactive account audits and analyses to ensure optimal performance.
- Collaborated with Billing, Finance, Power Supply, Legal, IT, and Sales on issue resolution.
- Strengthened client relationships through close cooperation with Sales teams.
Customer Relations Representative
Strategic Energy
Pittsburgh, PA
03.2005 - 06.2006
- Facilitated resolution of client inquiries regarding billing, payments, and account management.
- Delivered exceptional professional service, leading to increased retention and renewals.
- Collaborated with Billing, Sales, Finance, and Retail Pricing to address client issues.
- Utilized proprietary software and Microsoft Office suite for efficient task execution.
Office Manager, Marketing Director
Wexford Post Office Deli and Catering
Sewickley, PA
03.2003 - 02.2005
- Managed all office administration and assisted with bookkeeping tasks, including A/P, A/R, and invoicing.
- Developed and executed innovative marketing initiatives to enhance brand visibility.
- Coordinated corporate and private customer events, ensuring successful planning and execution.
- Cultivated and maintained strong client relationships to drive repeat business.
- Executed cold calling and outbound sales initiatives to generate new leads.
Education
Bachelor of Arts - Psychology, Art
University of Miami
Coral Gables, Florida05.2002
Skills
- Client relationship management
- Data analysis and reporting
- Onboarding processes
- Cross-functional collaboration
- Stakeholder communication
- Process improvement
- Customer retention strategies
- Account management
Volunteer Experience
- Served 3 terms as Riverside Elementary School PTO board member in VP of Membership role
- Participated in Georgia Organics Food Oasis program in Nutrition Education working group
- Served as Girl Scout troop leader
- Member of Principal’s Advisory Council at Surf City Middle School
- HOA Board Secretary
Timeline
Senior Client Services Account Manager
NetLine
03.2022 - Current
Key Account Executive
WIS (formerly RGIS)
06.2021 - 03.2022
Customer Relations Representative III
RGIS
03.2019 - 06.2021
Hiring and Training Coordinator
RGIS
09.2018 - 03.2019
Realtor
Coldwell Banker Real Estate Services
05.2009 - 12.2012
Billing Analyst
Strategic Energy/Direct Energy Business
05.2008 - 03.2012
Client Service Analyst
Strategic Energy
06.2006 - 05.2008
Customer Relations Representative
Strategic Energy
03.2005 - 06.2006
Office Manager, Marketing Director
Wexford Post Office Deli and Catering
03.2003 - 02.2005
Bachelor of Arts - Psychology, Art
University of Miami