Summary
Overview
Work History
Education
Skills
Timeline
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Cierra Williams

Frisco,TX

Summary

Dynamic Sr. Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management.

Overview

17
17
years of professional experience

Work History

Senior Account Manager

Compound Solutions
07.2020 - 12.2023
  • Managed a portfolio of $5M+ in annual revenue
  • Developed and executed strategic plans to grow accounts
  • Exceeded sales goals by an average of 8% annually
  • Daily activities included meetings, calls, presentations, and emails
  • Contacted and followed-up with a minimum of 100 customers, prospects, and leads per day
  • Responsible for over 200 accounts
  • Responsible for retention and management of West Coast territory
  • Built strong relationships with key decision-makers
  • Successfully resolved customer issues
  • Provided excellent customer service to customers and prospects
  • Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction
  • Facilitated client satisfaction and renewed customer relations to drive growth
  • Educated clients on new products or services to increase customer engagement with company
  • Developed and implemented strategies to increase client retention
  • Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms
  • Contributed to annual revenue goals by developing new accounts
  • Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue
  • Evaluated client needs and developed tailored solutions to increase positive customer reviews
  • Coordinated with internal teams to facilitate prompt delivery of client projects
  • Provided extensive support in sales, technical and business areas to key accounts
  • Delivered sales presentations and pitches to clients.

Customer Service Manager

JW Nutritional
02.2018 - 07.2020
  • Worked closely with Director of R&D to maintain new customers
  • Delivered prompt service to prioritize customer needs
  • Point of contact for all customer escalation issues
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas
  • Processed purchase orders
  • Cross-trained and backed up other departments when needed
  • Provided forecasts to purchasing department, updated accounts, and maintained detailed records for inventory management
  • Reached out to customers after completed sales to suggest additional services or products
  • Kept detailed records of daily activities through online customer database
  • Worked closely with external and internal stakeholders
  • Provided a high level of product and service support to representatives and clients
  • Created price sheets for high volume customers
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues
  • Investigated and resolved accounting, service and delivery concerns
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Increased team productivity by providing ongoing training and support to customer service representatives.
  • Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.

Sr. Account Manager

Clover Technologies Group
10.2014 - 02.2018
  • Established strong relationships with key customers, resulting in increased customer loyalty
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
  • Expanded market share by identifying new business opportunities and securing high-value accounts.
  • Established team priorities, maintained schedules and monitored performance
  • Evaluated employee performance and conveyed constructive feedback to improve skills
  • Assisted in organizing and overseeing assignments to drive operational excellence
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
  • Defined clear targets and objectives and communicated to other team members
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues
  • Utilized customer feedback to inform changes and improvements to customer success plans
  • Created customer support strategies to increase customer retention
  • Collaborated with sales and product teams to address customer success objectives
  • Created and maintained comprehensive customer success documentation for internal and external use
  • Monitored KPIs and developed actionable items to improve efficiency and performance.
  • Increased revenue for the company through strategic upselling and cross-selling initiatives.
  • Boosted client satisfaction by effectively managing and resolving account issues.

Customer Service Manager

Royal Adhesives and Sealants
02.2007 - 09.2014
  • Took ownership of customer issues and followed problems through to resolution
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
  • Actively listened to customers, handled concerns quickly and escalated major issues to R&D Director
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
  • Collaborated with upper management to improve customer service processes
  • Kept accurate records to document customer service actions and discussions
  • Assisted with pricing inquiries, inventory availability, and changes to existing order and shipping information
  • Reviewed customer issues within operations and business management to solve problems and improve company outcomes
  • Generated customer satisfaction surveys to analyze results into action plans
  • Controlled resources and utilized assets to achieve qualitative and quantitative targets
  • Created and entered new orders in Dynamics AX.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
  • Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
  • Increased team productivity by providing ongoing training and support to customer service representatives.
  • Enhanced customer satisfaction by streamlining support processes and implementing new strategies.

Education

Bachelor of Arts - English

Indiana University
Bloomington, IN

Skills

  • Goals and Performance
  • Order Management
  • Revenue Generation
  • Systems and Software Expertise
  • Territory Management
  • Sales Expertise
  • Database Management
  • Client retention
  • Project management
  • Lead Development
  • Upselling
  • Campaign Execution

Timeline

Senior Account Manager

Compound Solutions
07.2020 - 12.2023

Customer Service Manager

JW Nutritional
02.2018 - 07.2020

Sr. Account Manager

Clover Technologies Group
10.2014 - 02.2018

Customer Service Manager

Royal Adhesives and Sealants
02.2007 - 09.2014

Bachelor of Arts - English

Indiana University

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Cierra Williams