Angela Rivera
Foley,Alabama
Summary
Dynamic Senior Customer Account Manager with expertise in fostering long-term client relationships and driving sales growth. Recognized for exceptional customer service and conflict resolution skills, ensuring high satisfaction rates and repeat business.
Overview
18
18
years of professional experience
3
3
Certifications
Work History
Senior Customer Account Manager
Collins Aerospace
Foley, AL
04.2023 - Current
- Achieved high customer satisfaction through prompt resolution of issues with knowledgeable, friendly service.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Identified needs of customers promptly and efficiently.
- Delivered attentive service to customers in-person and over the phone, ensuring a positive experience.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked with cross-functional teams to achieve goals.
- Introduced innovative ideas and solutions that improved team collaboration and effectiveness.
- Prioritized and organized tasks to efficiently accomplish service goals.
Dual Sales Manager
Naples Hotel Group
Jacksonville, FL
08.2021 - 07.2022
- Successfully managed direct sales processes, building strong client relationships and driving revenue growth through targeted strategies and effective communication.
- Developed and implemented strategies to enhance customer retention, fostering long-term client relationships, improving satisfaction, and driving repeat business through personalized support and proactive engagement.
- Collaborated with sales regional manager to establish monthly goals, analyzing results and reporting sales and trends with 100% accuracy.
- Collaborated with other teams within the organization to develop strategies for increasing sales in existing markets.
Sales Coordinator
Naples Hotel Group
Jacksonville, Florida
09.2019 - 08.2021
- Coordinated group sales operations, including advertising campaigns, booking reservations, and budget management to optimize overall performance.
- Maintained accurate sales documentation and customer databases to support effective sales processes.
- Maintained client database to track interactions and follow-ups effectively.
- Coordinated interdepartmental communication to enhance efficiency in sales operations.
Guest Service Representative
Naples Hotel Group
Jacksonville, FL
10.2018 - 09.2019
- Managed guest inquiries and resolved issues promptly and professionally.
- Provided information about hotel services, amenities, and local attractions.
- Coordinated housekeeping schedule to ensure timely room availability for guests.
- Resolved guest complaints in a professional manner.
- Promoted guest satisfaction through genuine, enthusiastic, and friendly interactions, fostering a welcoming environment.
- Trained team members by providing guidance and sharing knowledge to improve service delivery.
Key Accounts Sales Executive
Araiza Hoteles
Mexicali, Mexico
02.2011 - 03.2015
- Cultivated strong client relationships to drive customer satisfaction and loyalty.
- Conducted market research to uncover new sales opportunities and emerging trends.
- Presented hotel services and packages to potential clients effectively.
- Managed client accounts, promptly addressing inquiries to ensure high levels of service.
- Coordinated with operational teams to ensure seamless service delivery for clients.
- Attended industry events to network and promote hotel offerings actively.
- Conducted cold calls to potential clients to generate sales leads.
- Sourced new sales opportunities through inbound lead follow-up.
- Cultivated relationships with existing customers to encourage repeat business.
Special Accounts Advisor
Grupo Modelo
Leon, Mexico
02.2008 - 01.2011
- Created personalized service plans to enhance engagement with key client accounts.
- Performed regular follow-ups to boost customer satisfaction and drive retention.
- Streamlined communication between clients and internal departments to resolve issues efficiently.
- Analyzed customer purchasing trends to identify areas for improvement in collections process.
Education
Graduate Certificate - English As A Secondary Language
Universidad Autonoma De Sinaloa
Guasave, Sin, Mexico07-2001
Skills
- Customer relationship management
- Account management
- Sales strategy
- Retention strategies
- CRM and SAP
- Customer Service
- Adaptability and flexibility
- Conflict resolution
- Bilingual
Languages
Spanish
Full Professional
Certification
Customer Experience Leadership
Timeline
Senior Customer Account Manager
Collins Aerospace
04.2023 - Current
Dual Sales Manager
Naples Hotel Group
08.2021 - 07.2022
Sales Coordinator
Naples Hotel Group
09.2019 - 08.2021
Guest Service Representative
Naples Hotel Group
10.2018 - 09.2019
Key Accounts Sales Executive
Araiza Hoteles
02.2011 - 03.2015
Special Accounts Advisor
Grupo Modelo
02.2008 - 01.2011
Graduate Certificate - English As A Secondary Language
Universidad Autonoma De Sinaloa