Summary
Overview
Work History
Education
Skills
Leadership Experience
Professional Accomplishments
Awards
Professional Highlights
Accomplishments
Certification
Timeline
Generic

Amy Carey

Smithsburg,MD

Summary

To join a key group of professionals focused on growing and developing an industry leading organization where my leadership and management experience, large account management, system design and integration experience, field experience, and sales development skills can be used effectively while focusing on company profits, market share and servicing both its customers and community.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Senior VP of Operations

BLUETRACS/SOLVLIVE
09.2023 - 04.2024
  • Managed large-scale projects, including the installation of monitoring equipment, software and training to 10 to 20 retail stores at any given time and ensuring timely completion within budget constraints.
  • Evaluated existing workflows to identify inefficiencies and propose innovative solutions that enhance productivity across the organization.
  • Led organizational restructuring initiatives to improve overall efficiency, streamline reporting lines, and eliminate redundancies while maintaining high employee morale and engagement levels.
  • Fostered a culture of continuous improvement within the organization by implementing best practices in operations management and providing ongoing training for staff members.
  • Cultivated strong vendor relationships, enabling effective negotiation on pricing and terms for better cost control.
  • Oversaw inventory management, optimizing stock levels for maximum turnover without compromising availability or customer satisfaction.

VP, Video, Security, Audio and Tracking (VSAT) Monitoring

BLUETRACS/SOLVLIVE
06.2021 - 09.2023
  • Maintained strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
  • Led cross-functional teams, including sales, installations, technicians and service for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
  • Demonstrated proficient leadership skills to motivate over 30 employees and build competent teams.
  • Collaborated with senior management to develop strategic initiatives and long term goals.
  • Negotiated high-value contracts that maximized profitability while mitigating risks for the organization.
  • Involved in developing new revenue streams by identifying growth opportunities and forging strategic partnerships with key industry players bringing Dollar Generals 76 stores, over 500 Bank of America locations and EyeMax acquisition .
  • Established a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization.
  • Identified opportunities to improve business process flows and productivity and created and published documents to the leadership team an internal staff.
  • Established and maintained strong relationships with customers, vendors and strategic partners.
  • Represented organization at industry conferences and events.
  • Managed financial, operational and human resources to optimize business performance.

VP, Customer Fulfillment and Service

BLUETRACS/SOLVLIVE
06.2020 - 06.2021
  • Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
  • Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
  • Demonstrated proficient leadership skills to motivate employees and build competent teams.
  • Collaborated with senior management to develop strategic initiatives and long term goals.
  • Negotiated high-value contracts that maximized profitability while mitigating risks for the organization.
  • Established a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization.

Senior Director of Client Services

BLUETRACS/SOLVLIVE
11.2015 - 06.2020
  • Optimized project timelines by effectively delegating tasks and prioritizing workload among team members.
  • Cultivated a culture of innovation by promoting creative thinking and encouraging employees to take calculated risks in pursuit of solutions.
  • Developed strong relationships with key industry partners, fostering collaboration and mutual growth opportunities.
  • Fostered work culture of collaboration and inclusion to increase morale and reduce turnover.
  • Created an agile working environment, enabling rapid response to changing business needs without sacrificing quality or performance standards.
  • Managed risk effectively by identifying potential threats, developing contingency plans, and implementing mitigation strategies in line with overall business objectives.
  • Increased employee satisfaction, providing regular coaching and feedback sessions.
  • Performed continuous evaluations of business facility, teams and policies to keep operations efficient and consistent.
  • Reduced employee turnover rates by creating a positive work environment with clear expectations and support systems in place.
  • Met with department supervisors and provided staff support to attain organizational goals.
  • Instituted formal operating procedures and enforced adherence to policies and regulations that impacted bottom-line.
  • Enhanced internal communication channels, resulting in improved information flow and decision-making processes.
  • Led development of business operation processes and policies.
  • Leveraged professional networks and industry knowledge to strengthen client relationships.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Established team priorities, maintained schedules and monitored performance.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Assisted in organizing and overseeing assignments to drive operational excellence.

National Account Manager

BLUETRACS/SOLVLIVE
10.2013 - 11.2015
  • Built strong relationships with key decision-makers at the executive level within national accounts organizations.
  • Supervised and trained new hires on best practices and proper protocols; updated training materials and sales collateral and decreased process gaps.
  • Collaborated with business development managers in partner planning process to develop mutual performance objectives, financial targets and critical milestones.
  • Managed, supported and grew business relationships with existing accounts and developed strategies to increase sales and revenue.
  • Fostered an environment of collaboration and open communication with internal teams to ensure seamless execution of national account initiatives.
  • Developed customized proposals that demonstrated a deep understanding of each client''s unique needs and goals.
  • Resolved complex problems to positively impact sales and business direction.
  • Strengthened relationships with key clients by maintaining consistent communication and providing tailored solutions.
  • Coordinated regular meetings with national accounts to review performance metrics, address concerns, and discuss potential areas of improvement.
  • Reached out to customers frequently to check on satisfaction, inquire about needs and propose new offerings.
  • Provided clients with detailed performance reports highlighting successes, areas for improvement, and recommendations for future initiatives.
  • Maintained a high level of industry knowledge through ongoing research, attending conferences, and networking with industry professionals.
  • Enhanced client retention rates by proactively addressing issues and offering exceptional customer service.
  • Efficiently resolved sales, service and account issues to maximize customer satisfaction.

Director, Client Services

IVERIFY
02.2012 - 10.2013
  • Enhanced client satisfaction by implementing innovative service strategies and streamlining processes.
  • Consistently exceeded annual revenue targets by cultivating relationships with new clients and expanding existing accounts.
  • Managed a diverse portfolio of clients, ensuring timely delivery of high-quality services tailored to individual needs.
  • Chaired regular meetings with stakeholders across various departments to ensure alignment on project goals, timelines and deliverables.
  • Played a pivotal role in securing major contracts by delivering compelling sales presentations showcasing the company''s unique value proposition.
  • Collaborated with internal departments to develop integrated solutions for complex client challenges, resulting in successful project completions and satisfied customers.
  • Led efforts to streamline communication channels between clients and internal teams, enhancing the flow of information and reducing response times.
  • Created training programs designed to enhance employees'' skills in critical areas such as customer relationship management, conflict resolution, and time management.
  • Fostered a culture of collaboration within the team by encouraging open dialogue and idea sharing, resulting in creative problem-solving approaches.
  • Identified potential risks associated with client engagements early on, enabling proactive measures to mitigate negative impacts on project outcomes effectively.
  • Mentored and coached team members, fostering a positive work environment that promoted professional development and personal growth.
  • Served as an advocate for clients within the organization, working closely with senior leadership to address any concerns or issues promptly.
  • Developed strong relationships with key clients, resulting in long-term partnerships and increased revenue.
  • Improved overall company performance by identifying opportunities for growth and leading cross-functional teams to execute strategic initiatives.
  • Implemented data-driven decision-making processes, improving the efficiency and effectiveness of client service operations.
  • Developed and maintained existing client relationship and developed new client relationships.
  • Identified business challenges and presented solutions to challenges.
  • Priced services correctly and directed development of client-customized solutions.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Defined clear targets and objectives and communicated to other team members.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Developed detailed plans based on broad guidance and direction.
  • Leveraged data and analytics to make informed decisions and drive business improvements.

Client Relationship Manager

IVERIFY
06.2011 - 02.2012
  • Maintained detailed records of all client interactions, ensuring accuracy in account management and reporting activities.
  • Developed strong rapport with clients through consistent follow-up and attention to detail.
  • Facilitated smooth onboarding experiences for new clients, guiding them through product setup and training procedures.
  • Strengthened client relationships by maintaining regular communication and addressing concerns promptly.
  • Improved customer satisfaction rates by providing tailored solutions to meet individual client needs.
  • Negotiated contracts with clients to secure long-term partnerships while safeguarding company interests.
  • Analyzed client feedback to identify areas for improvement and implemented changes accordingly.
  • Assessed client needs and developed plans to adequately address current and future objectives.
  • Collaborated with internal teams to resolve client issues quickly and efficiently.
  • Streamlined processes for managing client interactions, leading to improved response times and higher levels of satisfaction.
  • Coordinated closely with sales teams to support the pursuit of new business opportunities within existing accounts.
  • Addressed and resolved customer complaints and issues to improve satisfaction.
  • Managed a portfolio of key accounts, ensuring timely and accurate delivery of services and products.
  • Served as primary point-of-contact for questions or concerns from clients during ongoing projects.
  • Aligned client expectations with internal capabilities by setting clear objectives at the outset of each project or engagement period.
  • Implemented strategies for client retention, resulting in increased repeat business and referrals.
  • Fostered customer trust by addressing concerns and needs using targeted problem-solving.
  • Conducted quarterly business reviews with clients to assess performance, identify opportunities, and set goals for future growth.
  • Delivered presentations showcasing company offerings, effectively communicating value propositions to prospective clients.
  • Provided exceptional customer service by addressing concerns promptly and professionally.
  • Managed customer relations on ongoing basis to maximize customer retention.
  • Delivered superior customer service to strengthen relationships and drive future business revenue.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Evaluated client needs and developed tailored solutions to increase positive customer ratings.
  • Liaised between customers and organization with particular focus on working with sales department.
  • Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
  • Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
  • Assisted with conflict resolution during partnership negotiations and acquisitions.
  • Used consultative techniques to understand customer needs and make strategic referrals to business partners.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Managed accounts to retain existing relationships and grow share of business.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
  • Delivered recommendations to long-term accounts to promote brand awareness to key audience.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
  • Prepared sales presentations for clients showing success and credibility of products.
  • Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
  • Collaborated with advertising group to create uniformity between advertising messages and retail incentives.
  • Compiled and analyzed data to determine approaches to improve sales and performance.

National Account Manager

IVERIFY
09.2005 - 06.2011
  • Built strong relationships with key decision-makers at the executive level over 10 national accounts organizations.
  • Proven sales leader with consistent account growth; Family Dollar growth over 600k in RMR and Citi Trends growth over 75K
  • Managed, supported and grew business relationships with existing accounts and developed strategies to increase sales and revenue.
  • Developed customized proposals that demonstrated a deep understanding of each client''s unique needs and goals.
  • Supervised and trained new hires on best practices and proper protocols; updated training materials and sales collateral and decreased process gaps.
  • Fostered an environment of collaboration and open communication with internal teams to ensure seamless execution of national account initiatives.
  • Resolved complex problems to positively impact sales and business direction.
  • Strengthened relationships with key clients by maintaining consistent communication and providing tailored solutions.
  • Expanded national account portfolio through strategic prospecting and effective sales presentations.
  • Coordinated regular meetings with national accounts to review performance metrics, address concerns, and discuss potential areas of improvement.
  • Maximized revenue growth by identifying upsell opportunities within existing accounts.
  • Provided product demonstrations to share features, answer questions and overcome concerns.
  • Reached out to customers frequently to check on satisfaction, inquire about needs and propose new offerings.
  • Provided clients with detailed performance reports highlighting successes, areas for improvement, and recommendations for future initiatives.
  • Maintained a high level of industry knowledge through ongoing research, attending conferences, and networking with industry professionals.
  • Enhanced client retention rates by proactively addressing issues and offering exceptional customer service.
  • Played an instrumental role in launching new products or services within the assigned national accounts territory.
  • Efficiently resolved sales, service and account issues to maximize customer satisfaction.
  • Improved profit opportunities by cultivating expansion of existing customer base and generating new accounts.
  • Complied with policies and quality standards to maintain consistency in quality of services.

Senior Account Executive

NEXTEL COMMUNICATIONS
04.2000 - 09.2005
  • Increased account retention by building strong relationships with clients and addressing their needs promptly.
  • Consistently met or exceeded monthly sales quotas of 50 to 100 units monthly through diligent prospecting efforts and effective closing techniques.

Education

Bachelor of Arts - Business Administration

Radford University
Radford, VA
05.1994

Associates - Arts

Hagerstown Junior College
Hagerstown, MD
05.1992

Skills

  • Team building and motivation
  • Operational leadership
  • Relationship building
  • Customer service management
  • Teamwork and collaboration
  • Problem-solving
  • Attention to detail
  • Multitasking Abilities
  • Effective communication
  • Verbal and written communication

Leadership Experience

  • Beta Gamma Sigma, Honor Society
  • Implemented and participated in various fund raising for the society and school functions
  • Radford University Women's Volleyball Team
  • Team Captain, Big South Conference Champions
  • Offensive Player of the Year

Professional Accomplishments

Lead the Video Monitoring team and its operation to execute the highest level of care and security that meets client performance expectations and overall company mission for our clients, Develop, manage, and guide the Video Monitoring team, Client Executive team and overall customer care and retention activities for the organization, Created and maintain client master contracts and standard operation procedures in order to achieve client expectations, Hire and evaluate Video Monitoring team and Client Executives based on core competencies and requirements of the position, Coach, mentor, and provide strategic sales and marketing guidance to sales and marketing team, Implemented process improvements to drive efficiencies in all account interactions, Pioneered the Client Executive Department and the operating strategy to ensure client satisfaction across the Iverify client base, Developed and implemented Iverify’s Client Training & Education plan and curriculum, Played an integral role working strategically and collaboratively with companies to provide unique and innovative solutions that meet customer security and business challenges, Functional responsibility comprises the following: delivery of key business data that contributes to increased revenue and profitability, increase safety and security along with solutions and processes that support the client company needs, Collaborate with National Account Managers and Directors to maximize growth and manage long term relationships with newly created accounts as well as contract negotiation and closing deals, Redefined ability to quickly assess opportunities to fit the client’s overall strategy, security and profitability needs and assist in providing current, accurate products and services information, Accustomed to interacting with a wide range of customers; from small business owners to C-level executives, Provide detailed quarterly activity reports and performance metrics to existing clients, measuring activity against services, Work with the Design and Installation team to ensure effective product implementation and ongoing support of service and equipment needs meet client expectations, Played a key role in developing sub-contractor base allowing company to service its clients and manage fluctuations in business volume while controlling fixed costs., Provide project management support for all individual or shared opportunities including system design, approvals, financing, installation, and service, Maintain current clients with daily management to enhance their level of satisfaction, increase additional sales on all accounts, provide support to the sales team, become a problem solver for both the client and sales team, Utilized a consultative selling approach to implement the full sales process of lead generation, prospecting, developing relationships, and presenting proposals to develop new business and grow existing accounts, Establishes and maintains relationships with national account decision makers and key strategic partners at the highest level of their organization to grow revenue, and renews contracts, Identifies clients’ needs to prepare and present targeted sales presentations and proposals and sell solutions, Acquired new customers through prospecting calls, referrals, networking, and telemarketing leads, Partnered with CEO on contract renewals and participated in negotiation discussion with existing clients

Awards

  • Top Performer Voice Unit Sales in Charlotte District, 04/01/04
  • Top Performer Data Sales Revenue in Charlotte District, 02/01/04
  • Top Data Performer, 07/01/03
  • Top Performer for Voice and Data in Charlotte Market, 02/01/03
  • Outstanding Performance Century Club, 05/01/02
  • Top Salesperson of the 3rd Quarter, 2002
  • Top Wireless Web Salesperson in NC area, 07/01/01
  • Top Salesperson of Month in NC area, 07/01/01
  • Sales Representative of the Year 2001
  • 2001 President’s Club, 137% of plan
  • 2000 President’s Club, 141% of plan
  • 1999 President’s Council, at 151% of plan

Professional Highlights

  • Wide range of roles in the security industry for the last 16 years
  • Experienced in the monitoring sector with sales and management responsibilities, overseeing interactive video and audio monitoring, loss prevention services and GPS tracking
  • Over 9 years with Bluetracs has overseen client sales, the field operations team, equipment installations and service
  • Over 15 years of client relationship management
  • Proven sales leader with consistent account growth; Family Dollar growth over 600k in RMR and Citi Trends growth over 75K
  • Demonstrated focus on building strong client loyalty that fuels futures sales opportunities and long-term relationships
  • Able to manage multi-level/complex relationships within the client’s organization
  • Strong leadership/managerial abilities, working well within a team or individual environment and motivate others to higher levels of performance
  • Ability to deal effectively, tactfully, and professionally with clients
  • Skilled at multi-tasking and quick decision making in a fast-paced environment

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of 20 team members in the monitoring center and 30 nationwide technicians completing service and installations to clients,
  • Collaborated with team of 5 high level team members including the CEO in the development of SolvLive Brand and execution to client and vendor base.
  • Documented and resolved monitoring service and technical issues which led to higher rate of customer satifaction and growth.

Certification

Coursera: Foundations: Data, Data, Everywhere.


Coursera: Google AI Essentials

Timeline

Senior VP of Operations

BLUETRACS/SOLVLIVE
09.2023 - 04.2024

VP, Video, Security, Audio and Tracking (VSAT) Monitoring

BLUETRACS/SOLVLIVE
06.2021 - 09.2023

VP, Customer Fulfillment and Service

BLUETRACS/SOLVLIVE
06.2020 - 06.2021

Senior Director of Client Services

BLUETRACS/SOLVLIVE
11.2015 - 06.2020

National Account Manager

BLUETRACS/SOLVLIVE
10.2013 - 11.2015

Director, Client Services

IVERIFY
02.2012 - 10.2013

Client Relationship Manager

IVERIFY
06.2011 - 02.2012

National Account Manager

IVERIFY
09.2005 - 06.2011

Senior Account Executive

NEXTEL COMMUNICATIONS
04.2000 - 09.2005

Bachelor of Arts - Business Administration

Radford University

Associates - Arts

Hagerstown Junior College

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Amy Carey