Angela Guzman
Northlake,IL
Summary
Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management and internal team building.
Overview
7
7
years of professional experience
Work History
Account Manager
UmbrellaOne
06.2022 - Current
- Manage relationships with multiple clients, overseeing a one-million-dollar client account
- Participate in after-hours on-call rotation to ensure client needs are met promptly
- Identify and pursue opportunities for additional client revenue
- Directly supervise and train Service Coordinators, ensuring high-quality service delivery
- Manage special client projects from inception to completion
- Maintain daily communication with clients to uphold a first-class relationship
- Provide system support, workflow assistance, data issue resolution, and training for clients and vendors
- Maintain CRM database information accurately
- Assist in the implementation of client tasks and act as the main point of contact for client services and issues
- Collaborate with Operations Manager to review reports and identify cost process improvement initiatives
- Conduct weekly client calls to provide updates, follow-ups, and address inquiries
- Prepare quotes and invoices for client projects
- Proficient in project management, capable of handling multiple projects simultaneously and meeting deadlines
- Demonstrate sound decision-making and judgment in the interest of the company and clients
- Thrive in a fast-paced, intense work environment with excellent communication skills
- Maintain effective communication with service providers and clients to ensure positive outcomes
- Possess excellent problem-solving, critical thinking, analytical, and attention to detail skills
- Perform additional duties as required by senior management
- Holds IICRC Certification in Water Restoration.
Senior Project Coordinator
DKI Services/DKI Commercial Solutions
07.2017 - 01.2022
- Efficiently managed multiple restoration projects from start to finish, focusing on quality assurance, compliance, audit, and client experience
- Provided support to DKI Members and third-party affiliates in the field, ensuring clear communication with clients
- Managed daily operations related to projects, including inspections, audits, estimates, and compliance
- Demonstrated strong project management skills, capable of handling various responsibilities simultaneously
- Made sound decisions under pressure and excelled in a fast-paced environment
- Communicated effectively both verbally and in writing
- Provided team support for the management of complex projects
- Maintained communication with service providers and clients to ensure positive outcomes
- Possessed excellent problem-solving skills and attention to detail
- Proficient in Microsoft Office Suite and industry-specific software
- Assisted in the development and testing of company software
- Participated in after-hours on-call rotation
- Supported vendors and outsourced services
- Prepared quotes and invoices for clients
- Contributed to committees and meetings aimed at problem-solving and company growth
- A member of the Catastrophe Team
File Management Specialist/Support Specialist
DKI Services/Diamond Property Loss Solutions (Feb 2014 - May 2016)
Veraclaim/Sedgwick (Jun 2016 - Jul 2017)
- Handled claims-related calls and dispatched them to eligible providers
- Ensured compliance with client program requirements
- Processed draw requests from providers
- Provided outstanding customer service and resolved caller issues promptly
- Updated communication modules and escalated issues as needed
- Assisted with training and various operational projects.
Education
IICRC Certified in Water Restoration
04.2024
Associate Degree -
Triton Community College
01.1993
Diploma -
West Leyden High School
01.1990
Skills
- Emergency Response
- Root Cause Analysis
- Resource Allocation
- Customer Relations
- Team building
- Teamwork and Collaboration
- Problem-solving aptitude
- Team Training
- Employee Mentoring
References
Available upon request.
Timeline
Account Manager
UmbrellaOne
06.2022 - Current
Senior Project Coordinator
DKI Services/DKI Commercial Solutions
07.2017 - 01.2022
File Management Specialist/Support Specialist
DKI Services/Diamond Property Loss Solutions (Feb 2014 - May 2016)
Veraclaim/Sedgwick (Jun 2016 - Jul 2017)
IICRC Certified in Water Restoration
Associate Degree -
Triton Community College
Diploma -
West Leyden High School