CAMILLIA ROBERTS
Ward,Arkansas
Summary
Respected veteran Account Director with distinguished 18 year career, specializing in telephone fundraising in the non-profit industry. Diligent in cultivating strong client relationships and retaining accounts by providing stellar support and attentive service. Experienced in streamlining procedures to optimize time management and employee talent across multiple organizational levels. Repeated success in campaign management, resulting in the gain of new clients and profit opportunities. Expertise in client needs analysis and implementation of comprehensive plans to achieve results. Proficient in Outlook, Word, Excel, PowerPoint, OneNote, and Adobe Photoshop.
Overview
18
18
years of professional experience
Work History
Account Director
MDS Communications
11.2022 - 07.2024
- Responsible for strategic planning and budget development for telephone fundraising for some the nation’s largest and most respected non-profit organizations including the American Red Cross, CARE, and Project HOPE.
- Onboarded several new clients and proactively managed the partnership by establishing trusted relationships with key stakeholders and providing consistent communication and exceptional service throughout the account lifecycle.
- Program/campaign management from inception to close including strategy, budgeting, appeal development, scripting, KPI management, data analytics, and post-campaign reporting.
- Delivered measurable success by consistently meeting or exceeding client expectations, solidifying reputation as a reliable account partner.
- Maintain reports and narratives concerning client relationships, program performance, and tests.
- Continually look for ways to improve account growth through clear understanding of clients’ objectives and goals.
- Maintained deep understanding of company services and products in order to offer most knowledgeable client solutions.
- Leveraged industry insights to inform strategic planning and decision-making, keeping ahead of competitive trends.
- Conduct quarterly business reviews with key partners, including providing analytical insights and recommendations, enabling clients to make data-driven decisions about future investments.
- Supervised and mentored a team of 3 account managers which involves training, coaching and overseeing accounts through regular check-ins, status updates, and proactive problem-solving approaches to increase their professional development and ensure company and client goals are achieved.
- Regularly review department policies and procedures, recommending improvements towards efficiency and excellence.
- ·Streamlined internal processes for better efficiency in account management tasks.
Account Manager
MDS Communications
03.2020 - 11.2022
- Managed a diverse portfolio of accounts, increasing client satisfaction and retention rate by cultivating long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Successfully resolved escalated issues, ensuring timely communication and effective problem resolution.
- Managed daily activities of telephone fundraising programs for several national non-profit clients.
- Developed and executed telephone fundraising programs including projections, scripts, pledge letters, and reporting for national fundraising campaigns.
- Analyzed and segmented data from client campaigns to optimize performance and results.
- Educated telephone fundraisers on client history and program specific details.
- Utilized knowledge of industry trends and performance of competitors to maintain and grow client base.
- Collaborated with client services team to identify potential upsell opportunities and expand existing client base.
- Achieved recognition for outstanding client service, contributing to team's reputation for excellence.
Director of Client and Sales Operations
The Heritage Company
05.2017 - 02.2020
- Executed on-boarding of 15-20 non-profit organizations in two years, from contract signing to campaign implementation and ongoing support
- Engaged client executives to assess strategic campaign needs and challenges and translated strategy to Sales Administration, working together to ensure superior results
- Works alongside AVP of Sales to apply sales forecasting techniques, strategic planning, goal setting and performance reporting to all facilities
- Analyzed and reported to clients on campaign results, providing ongoing improvement strategies and support
- Developed and adapted scripting and key messaging, along with offer/ask array testing to ensure best campaign performance
- 2017, 2018, and 2019 Recipient Career Development Award
- Worked with Executive Team to drive internal promotion of company programs, initiatives, guiding principles and mission
- Traveled nationally for conferences and expositions to deliver clear company messages, and prospect new business
Account Executive
The Heritage Company
08.2015 - 05.2017
- Worked with VP's of Business Development to forge solid relationships with existing high-priority clients, as well as potential clients
- Liaison between clients served and internal Executive/Sales Teams
- Specialize in the copy-writing of scripts and training materials for call centers
- Trained peers and management team for all new clients and presented execution plans to teams of 20-50 people
- Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
- Managed and mentored team of four account executives
- Successfully managed some of highest and most-respected organizations in non-profit space including MADD, The Leukemia & Lymphoma Society, Special Olympics International, and The ALS Association
Sr. Operations Manager
The Heritage Company
02.2013 - 08.2015
- Managed residential division of Jonesboro facility, employing 60-120 workers
- Supervised team of 6-10 managers, directly responsible for their growth and development
- Conducted performance evaluations for all subordinates
- Trained all levels of employees on multiple high-priority clients to help ensure future success of new business
- Reduced upper management workload by taking on creative and administrative projects
- Analyzed KPI's to evaluate factors driving results and developed solutions to strengthen weak areas
Sales Department Manager
The Heritage Company
11.2006 - 02.2013
- Supervised a sales force of 12-40 sales associates
- Assisted in developing a comprehensive training program for new sales associates
- Reviewed reports to project sales and determine profitability
- Promptly resolved all customer requests, questions and complaints
- Built relationships with employees, as well as other managers to establish long-term business growth
- Maintained extensive knowledge of current clients, as well as policies regarding proper representation of those clients
- Recipient of "Coach of the Year Award"Platinum Sales Proficiency
Education
High School Diploma -
Trumann High School
Trumann, AR2005
Some College (No Degree) - Business Communications
Arkansas State University
State University, ARSkills
- Account Relationship Management
- Interpersonal and Client Communications
- National Account Management
- Strategic Planning
- Campaign Management
- Budgeting
- Excellent Organizational Skills
- Established Record of Exceptional Sales Results
- Team Leadership
- Creative and Innovative
- Analytical Problem Solver
- Attention to Detail
Timeline
Account Director
MDS Communications
11.2022 - 07.2024
Account Manager
MDS Communications
03.2020 - 11.2022
Director of Client and Sales Operations
The Heritage Company
05.2017 - 02.2020
Account Executive
The Heritage Company
08.2015 - 05.2017
Sr. Operations Manager
The Heritage Company
02.2013 - 08.2015
Sales Department Manager
The Heritage Company
11.2006 - 02.2013
High School Diploma -
Trumann High School
Some College (No Degree) - Business Communications
Arkansas State University
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