Cheryl Brown
Irvington
Summary
Proven Account Manager with a track record of enhancing customer satisfaction and retention at Facilities Group through exceptional relationship building and strategic planning. Skilled in account management and teamwork, adept at resolving escalated issues to prevent client loss, and successful in identifying upsell opportunities. Achieved high client retention, demonstrating both hard and soft skills in professional settings.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Account Manager
Facilities Group
04.2023 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
Secretary Specialist
Robert Wood Johnson Hospital
01.2021 - 03.2023
- Improved office efficiency by streamlining administrative processes and implementing digital filing systems.
- Maintained a well-organized office environment by keeping supplies stocked, files updated, and equipment functioning properly.
- Increased productivity by managing calendars, setting appointments, and coordinating travel arrangements for executives.
- Reduced errors in financial reports by meticulously proofreading and editing documents before submission.
- Assisted in project management by organizing important documents, tracking deadlines, and following up on tasks.
- Boosted customer satisfaction with professional phone etiquette and timely responses to inquiries.
Toll Supervisor
New Jersey Turnpike Authority
06.2017 - 11.2020
- Analyzed traffic patterns to identify areas requiring improvement or potential expansion projects for future growth opportunities.
- Developed strong relationships with customers, addressing concerns promptly while maintaining a polite and professional demeanor.
- Assisted in streamlining processes by evaluating existing systems and recommending updates to management.
- Developed and implemented strategies to reduce operational costs.
Education
Associate of Science - Liberal Arts
Essex County College
Newark, NJ06-2014
Skills
- Account management
- Customer service
- Teamwork and collaboration
- Client relations
- Client relationship management
- Customer satisfaction
- Strategic planning
- Customer relationships
- Relationship building
Certification
- Strategic Account Management Certification (SAMA) - Strategic Account Management Association.
Timeline
Account Manager
Facilities Group
04.2023 - Current
Secretary Specialist
Robert Wood Johnson Hospital
01.2021 - 03.2023
Toll Supervisor
New Jersey Turnpike Authority
06.2017 - 11.2020
Associate of Science - Liberal Arts
Essex County College
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