Bianca Rogers
Summary
Accomplished National Accounts Manager and Dynamic professional with a proven track record, adept in client needs assessment and strategic planning, significantly enhancing service delivery and operational efficiency. Proven track record in stakeholder management and communication, driving client satisfaction and retention. Expert in process optimization and team leadership, consistently exceeding performance goals.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Accounts Manager - Contract
Everon Solutions
Irving
07.2024 - 02.2025
- Serve as the primary liaison between clients and service teams, managing eight key national accounts and ensuring high levels of client satisfaction and service delivery
- Coordinate complex service requests, inspections, and project management tasks, overseeing a team of coordinators and assigning tasks to meet strict deadlines and quality standards
- Develop and maintain strong relationships with clients, providing proactive communication, resolving issues, and ensuring adherence to service level agreements
- Write and manage service tickets, track project progress, and provide timely updates to clients, ensuring that all work is completed accurately and efficiently
- Utilize analytical skills to monitor account performance, identify opportunities for improvement, and implement strategic solutions to enhance client experience and operational efficiency
Senior Customer Retention Specialist
Liberty Mutual
Plano
12.2021 - 07.2024
- Experienced Senior Customer Retention Specialist with a proven track record of increasing customer loyalty and reducing churn rates
- Adept at developing and implementing strategic retention initiatives tailored to individual customer needs
- Skilled in data analysis, customer segmentation, and communication strategies to foster long-term relationships and maximize customer lifetime value
- Strong leadership abilities with a focus on team collaboration, training, and driving results
Acquisition Specialist
State Farm
Richardson
01.2020 - 01.2022
- Identified areas where improvements can be made within the acquisition process and recommended changes accordingly.
- Negotiated pricing, terms and conditions of contracts with vendors.
- Analyzed existing contracts and identified spend reduction opportunities.
- Collaborated with legal counsel on complex contractual matters requiring specialized knowledge or experience.
Education
Associate in Science (A.S.) - Business
Tarrant County College
07.2024
Skills
- Client Needs Assessment
- Microsoft Dynamics 365
- Communication and Presentation
- Problem Solving & Critical Thinking
- Proficient in the Microsoft Office Suite
- High volume call center
- Escalations
- Project Management
Certification
Certified Scrum Master, Scrum Alliance
Timeline
Accounts Manager - Contract
Everon Solutions
07.2024 - 02.2025
Senior Customer Retention Specialist
Liberty Mutual
12.2021 - 07.2024
Acquisition Specialist
State Farm
01.2020 - 01.2022
Associate in Science (A.S.) - Business
Tarrant County College
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