Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

April Hoerrmann

Springfield,MO

Summary

Results-driven Senior Account Expert known for high productivity and efficient completion of tasks. Skilled in strategic account management, client relationship building, and financial analysis. Excel in communication, problem-solving, and leadership to drive client satisfaction and retention.

Overview

10
10
years of professional experience

Work History

Account Management

Expedia Group
Springfield, MO
09.2022 - Current
  • Coached, developed and motivated team to achieve revenue goals.
  • Examined merchandise to verify correct price and display location.
  • Developed overall store strategies and tactics to achieve sales and service and operational performance goals.
  • Built customer confidence by actively listening to concerns and giving appropriate feedback.
  • Analyzed marketing data to identify trends and inform strategies.
  • Established market strategies that met or exceeded budget numbers.
  • Identified potential areas for improvement in existing processes and procedures.

Operation Specialist

Expedia Group
SPRINGFIELD, MO
10.2018 - 09.2022
  • Completed various reports and analyzed each report to decide where improvements could be made.
  • Monitored performance metrics and tracked progress against goals to identify opportunities for improvement.
  • Reduced process lags and trained team members on best practices and protocols.
  • Provided training and guidance to staff on operational procedures, policies, and regulations.
  • Utilized software and tools to automate and improve operational processes.
  • Monitored operations and reviewed records and metrics to understand company performance.

Operations Phone Agent

Expedia Group
Springfield, MO
09.2015 - 10.2018
  • Educated customers on company policies regarding returns, refunds, warranties.
  • Analyzed data from surveys or feedback forms to identify areas of improvement.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Provided support during peak calling periods by taking extra shifts when needed.
  • Used reference files to answer simple questions about client business.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Resolved customer complaints in a timely manner.
  • Answered phone with positive attitude and asked questions to better understand customer needs.

Education

Bachelor of Science - Behavioral Sciences

Bellevue University
Bellevue, NE
08-2016

Associate of Applied Science - Transfer Degree

North Central Missouri College
Trenton, MO
05-2012

Associate of Applied Science - Agricultural Business

North Central Missouri College
Trenton, MO
05-2006

Skills

  • Data analysis
  • Customer relationship management
  • Employee training
  • Market research
  • Performance monitoring
  • Operational efficiency
  • Team leadership
  • Effective communication
  • Problem solving
  • Customer service
  • Account Management Knowledge
  • Process improvement
  • Conflict resolution

Accomplishments

  • All Star for the month of October 2022
  • Nomination for Rising Star in 2022
  • Q1 top performer in 2018.

References

References available upon request.

Timeline

Account Management

Expedia Group
09.2022 - Current

Operation Specialist

Expedia Group
10.2018 - 09.2022

Operations Phone Agent

Expedia Group
09.2015 - 10.2018

Bachelor of Science - Behavioral Sciences

Bellevue University

Associate of Applied Science - Transfer Degree

North Central Missouri College

Associate of Applied Science - Agricultural Business

North Central Missouri College

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