Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Beverly Davis

Burlington,NJ

Summary

A leader who is self-motivated, productive, results driven, team- player, multi-tasker, strategic thinker. In addition to my 20 years of superior customer service experience; Profit-driven Corporate Account Manager with 5 years of experience securing and growing major, complex contracts. Collaborates with sales groups to develop comprehensive business strategies, expanding territories and market share. Excels in competitive platforms, delivering attractive proposals in alignment with corporate needs.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Corporate Account Manager

Amtrak
05.2021 - Current
  • Develop and propose innovative solutions to deliver improvements in all aspects of the customer experience in the NEC
  • Work with team members and subject matter experts to coordinate efforts on assigned projects
  • Increases YOY corporate ridership by 15%
  • Manage a portfolio of 50 enterprise accounts to generate and increase revenue
  • Created additional tier of SME to expand the organization market revenue
  • Renewed 100% enterprise accounts for FY23
  • Compile and analyze data for government agencies to measure portfolio performances
  • Present at government conferences to speak about sustainability and rail emission reporting
  • Quarterly meetings with government agencies to keep informed on performance and sustainability contribution
  • Negotiated contracts with new and existing clients, resulting in increase in revenue and ridership
  • Collaborated with cross-functional teams to implement a new CRM system
  • Analyzed customer data to identify trends and opportunities, leading to the development of new product lines and strategy to improve the customer experience on the Northeast Corridor
  • Develop metrics to track overall NEC performance
  • Monitor competitive trends to help capture new customers and increase ridership
  • Research and develop business cases to drive process and customer level improvements to present to leadership
  • Responsible for passenger revenue performance for NEC (Northeast Corridor) trains within geographic territory
  • Achieve and maintain revenue and ridership objectives through corporate sales, travel agency sales and account management
  • Stimulate point-to-point business and leisure traffic through Amtrak brand awareness campaigns
  • Strong knowledge of local markets and access to local resources.
  • Enhanced client satisfaction by consistently meeting and exceeding sales targets and providing exceptional customer service.
  • Developed strong relationships with key clients, leading to increased revenue and repeat business.

Sr. Charter and Special Movements Manager

Amtrak
05.2019 - 05.2021
  • Coordinate with CNOC and field personnel travel logistics for private occupancy on Charter Train and Private Car movements
  • Negotiated yearly contracts for exclusive occupancy on chartered trains and private cars
  • Developed and implemented a customer retention strategy that resulted in 30% increase in repeat business and a 20% increase in customer satisfaction scores
  • Form sustainable relationships with internal and external customers to ensure they receive a great customer experience while guaranteeing repeat customers
  • Oversee and travel with customer on chartered trains to ensure and maintain service level agreements from the beginning to the end of their Amtrak experience
  • Create and distribute transportation notice for all special movements including charters, private cars and test trains for all divisions
  • Created, organize, and lead bi-weekly conference call with all internal stakeholders to ensure all logistics for special movements aligned and executed properly before actual move
  • Work closely with mechanical, train movement, OBS, transportation, scheduling, consist planning, stations and other internal stakeholders
  • Coordinate Amtrak movement with host railroads for all special moves
  • Maintain monthly and weekly reports for Charters and Special Moves
  • Participate in trainings to support Amtrak development and growth.
  • Increased team productivity by implementing streamlined processes and effective communication strategies.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.

On Board Service Manager (New York, NY)

Amtrak
01.2017 - 05.2019
  • Oversee and direct onboard service operations conducted through the Northeast Corridor region to provide the highest level of the passenger experience and achieve optimum customer satisfaction
  • Effectively contributes to a safe and secure work environment for employees and passengers by demonstrating necessary leadership to support zero incident and injury culture within operations organization and Amtrak
  • Improved customer satisfaction by implementing streamlined service processes and staff training programs.
  • Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
  • Managed all new LSA’s, monitored progress and worked close with assigned trainers to ensure growth and development
  • Created learning tools, innovative training solutions and training schedules for all new hires
  • Build team skills that reflect Amtrak’s diversity initiatives
  • Invest in the growth and development of my direct reports and other identified talent in their organization
  • Support and provide efficient management and oversight of extra board staffing, payroll, and a variety of support services such as uniforms, radios, hotels, taxis, etc., that maximize the provision of passenger or station services and achieve financial and service delivery goals
  • Serve as a liaison with Customer Svc., Mechanical, Material Control and other departments as necessary and where appropriate to coordinate and resolve service issues, including train delays, mechanical issues and service disruptions to assure passenger accommodations and crew availability
  • Lead, promote and manage the Customer Service Marginal Index program to meet company goals
  • Proactive in resolving customer complaints
  • Participate in monthly safety meetings to ensure a safe workplace with an emphasis on loss prevention and control across all departments
  • Implemented improved policies for the tracking of metrics to better evaluate the performances of accounts and target (Bank return).

Station Manager (Newark, NJ)

Amtrak
06.2015 - 01.2017
  • Oversee station day to day operations to ensure optimum safety, customer service, on-time performance in compliance with all of Amtrak’s, local, state and federal rules and regulations
  • Responsible for managing and coordinating all passenger and station activities involved with train and station operations
  • Ensuring an efficient customer focused and well-organized operation in compliance with Amtrak policies and procedures
  • Support and provide efficient management and oversight of extra board staffing, payroll, and a variety of support services such as uniforms, radios, hotels, taxis, etc., that maximize the provision of passenger or station services and achieve financial and service delivery goals
  • Manage employees for compliance with the rules and regulations for Amtrak policies and practices and initiate action for non-compliance in a consistent and fair manner
  • Handling of service disruptions and recovery efforts (dealing with angry customers, making re-accommodations for special needs and unaccompanied minors) which requires ability to work calmly under high pressure conditions
  • Conduct station service remittance audits to protect revenue
  • Demonstrated ability to manage and implement a departmental operating budget, provide information on variances, and develop cost effective station assignments to maximize production, minimize overtime and ensure goals are achieved
  • Knowledgeable of the basic principles of employee recruitment, selection, labor relations, position classification and related personnel practices
  • Developed new department training procedures and operational protocols, resulting in increased efficiency
  • Managed issues resulting from the various audits and reviews to ensure they were addressed in a timely and accurate manner
  • Achieve and exceed annual ticket sales goals set by corporate
  • Manage daily operations of the ticket office.
  • Improved station efficiency by implementing new operational strategies and streamlining processes.
  • Managed staff schedules for optimal coverage, ensuring excellent customer service and smooth operations.

Crew Management Supervisor (CNOC, Wilmington, DE)

Amtrak
01.2012 - 01.2015
  • Coordinating day-to-day OBS crew management functions in the Consolidated Nation Operation Center
  • Support crew employee and agents by answering questions, providing information in effort to deliver value to the end customer
  • Call crew employees to ensure staffing requirements are fulfilled for OBS positions
  • Maintain position rosters in addition to completing weekly work, zone bulletins/awards, updating with crew employees, field management personnel, crew base support personnel and labor representatives throughout my tour of duty
  • Make operational critical decisions during service disruptions
  • Implement operational recovery plans during service disruptions for OBS employees
  • Ability to manipulate manpower to provide service great service to our passengers.
  • Improved customer satisfaction by providing friendly and efficient service at the register.
  • Enhanced team productivity by maintaining a clean and organized workspace for crew members.

Sales Leader

The Limited
02.2011 - 11.2012
  • Lead a consistent focus in delivering exceptional client services experience
  • Analyze strength, weakness, opportunities, and threats in the business to capture a greater market share
  • Remain up-to-date on what is current in the fashion industry
  • Ensure Client Experience Brand Standards are maintained
  • Prioritized, organized, delegated, and communicated tasks to store associates based upon store goals
  • Motivated Sales associates to meet and exceed sales goal through client relations
  • Lead selling and client engagement efforts as the Client Sales Leader during scheduled shift.

Head Teller/ Branch Marketing Coordinator/Supervisor (Ewing, NJ)

TD Bank
06.2002 - 09.2010
  • Assisting customers with commercial deposits and withdrawals for over $100,000 a day
  • Resolved service functions to enhance the quality of customer care, business growth and capital
  • Developed and trained new employees to complete job functions efficiently
  • Processed loan applications to determine the credibility of the applicants
  • Developed marketing strategies to meet business goals while integrating new channel capabilities.

Education

MBA - Strategic Leadership & Business Analytics

Rutgers University
New Brunswick, NJ
01.2021

B.S. Health Management -

Howard University
Washington, DC
01.2008

Skills

  • Microsoft Office
  • Collaborative Sites
  • Research Coordination
  • Program Manager
  • LMS
  • SAP
  • Amtrak Policies & Procedures
  • Client Relationship Building
  • Sales Tactics
  • Revenue Generation
  • Salesforce
  • SharePoint

Certification

  • Business Analyst Certification (Rutgers University)
  • Strategic Leadership (Rutgers University)
  • Digital Marketing (Rutgers University)

Timeline

Corporate Account Manager

Amtrak
05.2021 - Current

Sr. Charter and Special Movements Manager

Amtrak
05.2019 - 05.2021

On Board Service Manager (New York, NY)

Amtrak
01.2017 - 05.2019

Station Manager (Newark, NJ)

Amtrak
06.2015 - 01.2017

Crew Management Supervisor (CNOC, Wilmington, DE)

Amtrak
01.2012 - 01.2015

Sales Leader

The Limited
02.2011 - 11.2012

Head Teller/ Branch Marketing Coordinator/Supervisor (Ewing, NJ)

TD Bank
06.2002 - 09.2010

MBA - Strategic Leadership & Business Analytics

Rutgers University

B.S. Health Management -

Howard University

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Beverly Davis