AMBER DELAUNAY

Progressed from pipeline and account-focused responsibilities into senior project management and team support in a high-volume environment

• Managed multiple projects with competing deadlines simultaneously while maintaining quality and timelines
• Developed and maintained project scope, stage progression, and budgets
• Handled change orders and contract updates to keep projects on schedule and within budget
• Identified risks early and applied risk management strategies to keep projects running smoothly
• Served as an escalation point for complex or urgent client and operational issues
• Assisted supervisor with team oversight, including training new hires and supporting team performance
• Maintained operational pipelines and coordinated across departments to meet project and client needs
• Acted as a cross-functional resource, stepping into both project and account responsibilities as needed

• Improved client retention by identifying growth opportunities, driving upsells, and ensuring overall satisfaction
• Developed strong, lasting relationships with clients through accessibility, responsiveness, and a solutions-focused approach
• Executed tailored, personalized strategies for client outreach and sales conversations to enhance account engagement
• Managed a portfolio of merchant accounts, providing day-to-day support and troubleshooting to meet ongoing account needs
• Collaborated closely with fellow Account Managers and the Business Development team to uncover drivers of client success (or challenges) and improve processes and product offerings
• Delivered a high level of customer service while balancing operational efficiency and strategic account planning

• Managed and motivated team members to increase sales and maintain operational efficiency
• Ensured high standards for product quality and customer service
• Addressed customer concerns and resolved complaints to maintain satisfaction
• Managed merchandise levels and made key decisions related to inventory control
• Supported hiring efforts, including interviewing candidates and assisting with payroll management
• Communicated business performance, initiatives, and updates to leadership and team members
• Consistently met daily sales targets in a fast-paced retail environment