Anna Harrod

• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
• Carried a portfolio of accounts totaling 6.8M in ARR.
• Facilitated penetration of key accounts via strategic planning initiatives.
• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
• Hosted virtual meetings with clients ranging from formal program reviews to end-user platform training.
• Provided customer and market feedback to product team to help build features and solutions.
• Trained team members in successful strategies to meet operational and sales targets.

• Managed $2.5 million in annual revenue across portfolio of 60+ mid-market accounts
• Attained and exceeded revenue goals through contract renewals, upsell, and cross-sell opportunities

• Acted as customer advocate, communicated feedback and product requirements to key stakeholders
• Conducted business reviews, including C-level audience, reviewing usage behavior as driver/indicator for adoption and satisfaction
• Provided ongoing ‘best practice’ training sessions to clients, recommended process improvements as needed
• Supported marketing efforts including soliciting customer testimonials and securing participation in events
• Identified and triaged escalated customer issues, developed plan to remedy/return customer to 'green' status

• Developed and initiated projects, managed costs, and monitored performance.
• Updated operational methods, oversaw accounting procedures, tracked information and compiled data to improve efficiency.
• Reined in project costs while meeting key milestones.
• Managed app design process from blueprint to development for 10-15 clients at a time with a combined contract value of over two million dollars.
• Ran daily scrum calls and focused on agile project management which lowered development time by 25% and kept projects on budget and on time.
• Had ownership over scheduling of resources as well as all contact with the client to guide them through the process of creating their app.

• Organized workshop logistics for over 300 events per year, which was a 25% growth over previous years.
  
• Provided upsell opportunities for global clients enabling a 58% overage of our multimillion dollar quota.
  
• Reduced accounts receivables for my clients by 75% by implementing new processes.
  
• Built strong relationships by providing outstanding customer service and anticipating the client’s needs.
  
• Worked cross functionally with teams based in the UK to support key global clients.

• Acquired new business and expanded existing business through multithreading accounts, dealing with C-level execs to push strategic initiatives, and continued Tableau expansion through departmental implementation growth.
• Worked with a field partner to support accounts with over one billion in annual revenue, closing deals ranging from transactional to million dollar projects.
• Top performer in attainment, both in revenue and services and succeeded in growing my territory by 86%.
• Led product demonstrations, support groups, and fielded technical questions from clients.
• Experience working with data and helping customers maximize their data via analytics.
  

• Handled all aspects of servicing an assigned set of customers from the Large Corporate and Public
  account division, including billing, cash applications, collections, credit, end of lease, fraud, operations,
  sales, logistics, and legal requests while providing superior customer service.
• Worked on escalated customer requests to resolve the issue and provide education in order to limit additional problems on their accounts.
• Wrote several policy and procedures which were used by all team members in multiple divisions and segments of the company. Traveled to the Philippines to train call center employees at Telus International in sales and customer service processes and procedures.
• Provided daily guidance and support to team members located overseas.