Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Timeline
Generic

CAROLINE KENNEDY

Augusta,USA

Summary

Results-driven customer management professional with extensive experience in building and nurturing customer relationships. Achieves high client satisfaction and retention rates, demonstrating a commitment to excellence in service delivery. Recognized for strong team collaboration skills and adaptability to evolving needs, complemented by expertise in strategic account management and effective problem-solving. Passionate about driving customer success and fostering long-term partnerships that contribute to organizational growth.

Overview

10
10
years of professional experience

Work History

Customer Account Manager

Club Car LLC
05.2019 - Current
  • Partnered with business leaders to deliver services that support company objectives and are consistent with corporate values.
  • Maintained client files with sales contracts, records of client interactions, client notes, and other information.
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
  • Increased customer loyalty with attentive account management, fostering long-term relationships with key clientele.
  • Championed collaboration and communication within the team, resulting in a more cohesive approach to account management and broader organizational success.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Engaged functional areas across prospect or client organizations to uncover future business opportunities.
  • Communicated with approximately 314 clients Monthly to understand needs and explain product value.

Sales Support Specialist

Textron Specialized Vehicles
03.2017 - 05.2019
  • Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
  • Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
  • Conducted regular follow-ups with customers to ensure their issues were fully resolved and to gather feedback for service improvement.
  • Processed returns and exchanges promptly, addressing customer concerns while adhering to company policies.
  • Maximized sales opportunities by effectively cross-selling complementary products whenever appropriate during customer interactions.
  • Conducted thorough research on complex parts inquiries, ensuring accurate information was provided to customers and colleagues.
  • Assisted customers with troubleshooting and part selection, providing knowledgeable guidance to ensure proper fitment of components.
  • Collaborated with service technicians to identify required parts for repairs, minimizing delays and enhancing productivity.

Account Specialist/ Tier 2 Specialist

Vision Wireless
04.2015 - 03.2017
  • Mentored fellow team members in advanced technical concepts, fostering a collaborative work environment where ideas were freely exchanged.
  • Streamlined technical workflows for enhanced productivity through the implementation of automation tools.
  • Evaluated and responded to incoming sales leads and requests for technical support assistance.
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Resolved problems with malfunctioning products.
  • Activated accounts for clients interested in new services.
  • Oversaw sales forecasting, goal setting, and performance reporting for all accounts.
  • Consulted with clients after sales and contracts,signings, to resolve problems and provide ongoing support.
  • Built client relationships by acting as the liaison between the customer service and sales teams.

Education

Bachelor of Science - Applied Psychology

Troy University
Augusta, GA
05.2019

Skills

  • AS400
  • SAP system
  • SAP expert
  • CPQ configuration
  • Business analysis
  • Salesforce customization
  • CRM management
  • Salesforce experience
  • Teamwork and collaboration
  • Microsoft Excel
  • Account management
  • Customer service
  • Oracle business intelligence

Accomplishments

  • Built productive, successful team using key training and development strategies.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Additional Information

Awarded the Most Valuable Team Leader Award by my peers in the summer of 2012.

Timeline

Customer Account Manager

Club Car LLC
05.2019 - Current

Sales Support Specialist

Textron Specialized Vehicles
03.2017 - 05.2019

Account Specialist/ Tier 2 Specialist

Vision Wireless
04.2015 - 03.2017

Bachelor of Science - Applied Psychology

Troy University

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