Caroline Lewis
Summary
Experienced Business Manager adept in national business operations, cultivating new business partnerships, managing supplier relationships and increasing customer satisfaction. Excellent business acumen, customer service skills and strategic planning.
Overview
10
10
years of professional experience
Work History
National Account Coordinator
HireQuest Inc
03.2020 - Current
- Increased client satisfaction by effectively managing national accounts and addressing customer concerns in a timely manner.
- Developed long-lasting relationships with key clients by providing personalized support and identifying opportunities for growth
- Process and issue certificates of insurance as required within agency guidelines, workflows and standards.
- Implemented successful strategies for account retention while simultaneously acquiring new business partners.
- Provided comprehensive sales reports, enabling stakeholders to make informed decisions about future strategies and goals.
- Conducted regular account reviews, assessing performance metrics and implementing necessary changes as needed for continued success.
- Facilitated the onboarding process for new clients, ensuring smooth transitions into the company''s portfolio of managed accounts.
- Oversaw invoicing processes, guaranteeing accurate billing information was provided to clients while minimizing errors or discrepancies that could impact financial outcomes.
- Supervised and trained new hires on best practices and proper protocols; updated training materials and sales collateral and decreased process gaps.
- Opened new national account customers across 220+ markets and increased revenue to over $75 Million.
- Enhanced revenue growth through negotiating and securing long-term contracts with key clients.
- Developed strong relationships with C-level executives, positioning the company as a trusted partner and industry leader.
- Fostered collaborative working environments where team members could openly share ideas and work towards common goals.
- Achieved successful contract negotiations by thoroughly reviewing and analyzing proposals, agreements, and terms.
Branch Sales Manager
Axcess Financial
06.2017 - Current
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients to ensure satisfaction
- Facilitate classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops for the district
- Positioned as go-to person for up to 30 staff members, troubleshooting complex administrative and training issues promptly
- Promote associate engagement, teamwork and job satisfaction along with customer satisfaction
- Counsel and re-establish expectations with potential risk customers
- Provide management oversight to multiple high volume branch locations
- Demonstrate tenacity and passion for company portfolio
- Responsible for recruiting, interviewing and hiring for the district
- Maintains sufficient knowledge of networking techniques and business marketing
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Managed, supported and grew business relationships with existing accounts and developed strategies to increase sales and revenue
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to ensure resolution for the district.
Store Manager
Axcess Financial
03.2016 - 06.2017
- Served as subject matter expert in operations and policies for district and provided leadership to store associates
- Effectively and successfully managed the 2nd largest branch in the state of South Carolina with a Net Revenue of $1M
- Act as liaison in providing training for other stores, as necessary
- Responsible for recruiting, interviewing, and making hiring decisions
- Coordinate training, development and performance management of Customer Sales & Service Associates
- Daily huddles with store associates in regards to KPI's and store goals to ensure success
- Manage store staffing levels to ensure coverage and excellent customer service
- Build business to business partnerships outside of the location
- Accountable for processing loans and financial transactions in accordance with company policies and state/federal regulations
- Answer telephone and in-person inquiries related to customer applications, requests or other issues, and place outgoing customer courtesy and collection calls
- Assist in the execution of all Company marketing plans and programs for local branch
- Exceeded specific team goals and resolved issues by partnering with staff to share and implement customer service initiatives
- Delegated work to employees based on shift requirements, individual strengths and unique training.
Customer Service Representative
Axcess Financial
12.2015 - 03.2016
- Accountable for processing loans and financial transactions in accordance with company policies and state/federal regulations
- Answer telephone and in-person inquiries related to customer applications, requests or other issues, and place outgoing sales, customer courtesy and collection calls
- Assist in the execution of all company marketing plans and programs for local branch
- Provide information and educate customers on product portfolio
- Responsible for counting all cash in store, managing the store safe and personal cash drawer, counting cash deposits and taking cash to and from the bank.
Volunteer Phlebotomist
Ralph H. Johnson VAMC
01.2015 - 12.2015
- 20-30 hours per week
- Verify patient information/correct orders
- Obtain blood and other fluids for orders
- Restock daily
- Hazardous waste disposal
- Sanitize between patients
- Answer patient questions/customer service
- Centrifuge blood tubes
- Daily count of blood/urine samples to send to main lab.
Phlebotomy Externship
Roper St. Francis Physicians Lab
03.2014 - 05.2014
- 100 clinical hours
- 100 unaided successful blood collections
- Verify patient information/correct orders
- Obtain blood and other fluids for orders
- Learned special instructions for labs (frozen, pours offs).
Education
High School Diploma -
Summerville High School
Certified Phlebotomy Technician -
Trident Technical College
01.2014
Skills
- Team development and retention
- Operations management
- Sales reporting
- Business Growth and Retention
- Account management
- Converting leads
- CRM Systems
- Driving revenue
- Client retention
- Contract negotiation
- Lead generation
- Conflict resolution
Additional Information
Kennel Technician, Francis R. Willis SPCA, Summerville, SC, June 2000-August 2010, Store Manager of the year runner-up in 2017 out of 1,000 Store Managers, Proficient with all Windows Operating Systems, Subject matter expert with Oracle CRM System, Serving as second in command to National Account Director.
Timeline
National Account Coordinator
HireQuest Inc
03.2020 - Current
Branch Sales Manager
Axcess Financial
06.2017 - Current
Store Manager
Axcess Financial
03.2016 - 06.2017
Customer Service Representative
Axcess Financial
12.2015 - 03.2016
Volunteer Phlebotomist
Ralph H. Johnson VAMC
01.2015 - 12.2015
Phlebotomy Externship
Roper St. Francis Physicians Lab
03.2014 - 05.2014
High School Diploma -
Summerville High School
Certified Phlebotomy Technician -
Trident Technical College
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