Cathie Collins
Spanish Fork,UT
Summary
Experienced Account Specialist | Client Relations | SaaS Sales | Team Leadership
Results-driven Account Specialist with over 10 years of experience in customer support, client retention, SaaS sales, team leadership, and training. Proven ability to cultivate strong client relationships, boost customer satisfaction, and support consistent revenue growth. Skilled in leveraging a variety of CRM platforms and business tools to enhance operational efficiency and client engagement. Committed to continuous learning and staying up to date with emerging technologies to support evolving business needs.
Technical Proficiencies:
ClientSuccess
HubSpot
Infusionsoft (Keap)
JIRA
LibreOffice
Microsoft Dynamics CRM
Microsoft Excel
Ordway
Salesforce
SQL
Overview
14
14
years of professional experience
Work History
Account Manager
Precoa
02.2024 - Current
- Increased client satisfaction by proactively addressing needs and building strong, trust-based relationships
- Streamlined internal workflows to enhance efficiency and effectiveness in account management operations
- Cultivated long-term partnerships with key stakeholders, strengthening client loyalty and retention
- Created and maintained detailed Excel reports to support strategic decision-making for Field Managers
- Managed a diverse portfolio of 50+ client accounts, delivering consistent service and personalized support
- Developed and executed targeted marketing strategies for company-hosted events, boosting engagement and attendance
Dispatcher
Maple Mountain Answering Service
07.2024 - 04.2025
- Managed high-stress situations with composure and professionalism, ensuring timely assistance for individuals in urgent or sensitive circumstances.
- Directed and transferred calls to appropriate contacts, including hospice care, doctors’ offices, hospitals, and death-related notifications.
- Handled high-volume inbound calls while meeting and exceeding key performance indicators (KPIs).
Customer Success Manager
SalesRabbit
02.2022 - 02.2024
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Managed assigned Book of Business of over 90 accounts, and nearly $1,000,000 of yearly revenue.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
Account Executive
Domega
01.2013 - 02.2024
- Managed onboarding experience, scheduling trainings and walkthrough of software.
- Gained understanding of goals, objectives and processes to meet client business needs.
- Strive to improve client relations through proactive campaigns.
- Maintain solid sales performance on consistent basis.
- Manage client account and billing information.
- Strengthened customer relationships with proactive and collaborative approach to managing needs.
- Built and strengthened relationships with new and existing accounts to drive revenue growth.
Leasing Consultant
Harman Property Management Group
06.2022 - 02.2023
- Prepare/deliver contracts, notices, and provide timely responses to inquiries.
- Maintain/inspect properties and schedule maintenance requests.
- Provide excellent customer service to the current and prospective tenants.
- Collected, recorded, and processed monthly rent payments and fees.
- Daily use of Buildium property management software.
- Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
- Responded to requests and scheduled appointments for property showings.
Sales Team Lead
Domega
01.2016 - 01.2018
- Set team and individual goals and outline contact procedures for new members.
- Work with marketing to provide maximum potential for sales team members
- Provide training for CRM, phone system and company software.
- Audit calls and provide feedback to improve team member performance.
- Contact clients and sell/upsell on software, raising awareness of new promotions and providing support.
Technical Support/Customer Support
Domega
01.2012 - 01.2013
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Loan Specialist
ROI Solutions
08.2012 - 12.2012
- Explained very technical financial information to applicants in easy to understand language.
- Developed strong relationships with customers through high levels of customer service.
- Examined customer loan applications for loan approvals and denials.
Customer Support
Dialogue Marketing
07.2011 - 06.2012
- Resolved discrepancies found on customer orders and facilitated communication between departments for resolution.
- Troubleshot and resolved customer complaints and issues.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
Education
Juab High School
Snow College
Realtors License - Real Estate
Utah Association Of Realtors
Skills
- Onboarding
- Account management
- Data analytics
- CRM systems
- CRM proficiency
- Client rapport
- Performance tracking
- Schedule management
- Strategic planning
- Customer service
- Client relations
- Account development
Timeline
Dispatcher
Maple Mountain Answering Service
07.2024 - 04.2025
Account Manager
Precoa
02.2024 - Current
Leasing Consultant
Harman Property Management Group
06.2022 - 02.2023
Customer Success Manager
SalesRabbit
02.2022 - 02.2024
Sales Team Lead
Domega
01.2016 - 01.2018
Account Executive
Domega
01.2013 - 02.2024
Loan Specialist
ROI Solutions
08.2012 - 12.2012
Technical Support/Customer Support
Domega
01.2012 - 01.2013
Customer Support
Dialogue Marketing
07.2011 - 06.2012
Juab High School
Snow College
Realtors License - Real Estate
Utah Association Of Realtors
Personal Information
Title: Partnership Development
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