Cynthia Mays
San Ramon,CA
Summary
Polished and professional Senior Account Manager/Sales Strategic with a solid account executive and business-to-business experience with a proven track record. Ability to quickly develop rapport and trust with clients, obtain a deep understanding of their unique business needs, and present global solutions in terms of business analytics that are key to achieving strategic initiatives. Ability to manage a complex solution implementation process that involves multiple departments and C-level decision- makers. A forward thinker, solution-driven, and proactive in every way. Strong, resourceful, and independent work ethic; an unwavering desire to grow the business and achieve 100% client retention. Successful working under tight deadlines in a demanding fast-paced environment and a reliable, passionate team player.
Overview
23
23
years of professional experience
Work History
Enterprise Account Manager
Netwrix
02.2022 - 06.2023
- Demonstrated products, responded to questions, redirected concerns and overcame objections to close sales.
- Developed creative solutions to meet individual client needs.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Managed accounts to retain existing relationships and grow share of business.
- Articulated and demonstrated product concepts and offerings to clients in easily understandable terms.
- Built and cultivated healthy pipeline of customers interested in partnering with company.
- Collaborated with customers to learn business operations and capitalize on upselling and cross-selling opportunities.
- Asked appropriate questions to identify prospects' needs and pinpoint solutions for best fit.
- Worked with service and project management departments to provide total support to clients.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Senior Account Manager/Director of New Business
Dual, FROSCH Travel, Remote
10.2011 - 03.2020
- Anticipate client needs and provide solutions promptly
- Ensure that customer service exceeds client expectations
- Request client feedback to improve service
- Develop new clients based on referrals from existing clients
- Identify opportunities within client portfolios for regional and global expansion
- Acting as a client advocate during vendor negotiations and service issues
- Implement and train clients on new technologies
- Conduct quarterly, mid-year, and yearly reviews of a client travel program
- Review and analysis of client monthly reports
- Keep up to date with travel industry trends to educate and inform clients
- Basic understanding of GDS systems (Apollo & Sabre)
- Negotiate meeting & event contracts; with room blocks for clients
- Upsell technology and service solutions
- Responsible for sale for Large to Midsize companies in the market
- Account and Territory Management
- Pricing and Proposals
- Contract Negotiations
- Business Development
- Vendor Relationships
- Networked and Partnered with ADP and Concur to create/generate leads
- Business Development
- Served as point of contact for clients and met with key accounts to discuss satisfaction with service and resolve conflicts in order to solidify business relationships.
- Identified new leads and grew network by attending industry events and researching potential business relationships.
Account Manament/Business Development Manager
Summit Travel Group
10.2011 - 01.2012
- Exceeded personal revenue goals for 2 years, bring on over 70 accounts and over $20 million in new business
- Responsible for the sale for Large to Midsize companies in market
- Account and Territory Management
- Pricing and Proposals
- Contract Negotiations
- Business Development
- Vendor Relationships
- Networked and Partnered with ADP and Concur to create/generate leads
- Business Development
- Called on new and existing customers targeting specific lists, AOPs and products.
- Developed account planning strategies, sales opportunities and accounts with growth potential.
- Serviced existing customer accounts and found opportunities for growth within sales territory.
- Facilitated timely and accurate customer quotes to achieve margin targets in alignment with company pricing strategies.
- Continually maintained and improved company's reputation and positive image in markets served.
Area Director of Sales
Courtyard, Marriott Residence Inn
05.2005 - 02.2006
- Exceeded personal revenue goals each quarter, awarded Golden Circle "Bronze Level", during the first full quarter of employment and the first quarter of 2005
- Responsible for the strategic planning and Leadership of the sakes efforts at assigned hotels
- Responsible for supervising the daily activities of the sales team
- Communicate daily/weekly/monthly with the General Managers, and Regional Sales Director to implement the sales plans and actions necessary to successfully lead the hotel's sales efforts
- Responsible for all sales-related training for the sales team and the other personnel including the Front
- Desk team members
- Assisted in maintaining daily statistical data showing current occupancy, hotel revenue RevPar, etc
- Completed All of Marriott's extensive Sale Training certified courses.
Operations Manager
PeopleSoft, WorldTravel BTI
08.2000 - 04.2002
- Direct Supervision over dedicated corporate travel call center and production team of a $40 million global
- Account
- Ensure performance within company policies, standards, and contract guidelines
- Analyze and track phone reports and service levels
- Coordinated schedules to ensure adequate coverage and meet contractual agreements
- Develop and implement new and improved processes to streamline the operation and increase efficiency, quality, and customer service
- Successfully implemented an online booking reservations system
- Supervise all activities within the full-service operation
- Develop and maintain strong working relationships with Travel Manager and my direct reports
- For 7 months were acting Operations and Account manager
- Responsible for productivity analysis, procedures standardization, and staff meetings
- Client Action Plan
- Responsible for- developing, coaching and training a staff of 28 employees
- Implement vendor contracts and accountability measures
- Responsible for employee Time Sheets and Payroll
- Review edit reports and utilize as a training tool for travel consultants
- Active participation in Account/Operations Manager meetings
- Operations lead on JD Edwards/PeopleSoft Integration
- Developed Standard Operating Procedure and Business Continuance Plan Manual
Education
Associate of Science - Business Administration
Corning Community College
Corning, NY09.1986
Skills
- Excellent prospecting and new business development skills
- Outstanding success in building and maintaining trusting relationships with partners, clients, and Prospects
- Exceptionally organized and motivated individual who can work independently and be part of a team
- Strong computer skills: Word, Excel, PowerPoint, Live Meeting, Outlook
- Extensive experience in high-volume, call center operation
- Diplomatically solve internal and external conflicts quickly end effectively
- Developed and presented instructional material to develop front-line staff Customer Service
- Recognized skills in customer service and client relations
- Proven ability to exhibit immediate responsiveness to client concerns and issues Business
- Consistently achieved and maintained superior personal and staff productivity, performance and
- Accuracy
- Excellent time management ability to multi-task and meet deadlines
- Collaborative with all other departments including Sales, Marketing, and Account Management
- Attract new clients and retain current ones
- Excellent written and oral communication skills
- Domo
- Account Management
- Microsoft Office
- Sales
- Salesforce
- Sales Management
- Process Improvement
- B2B Sales
- Analytics
- Project management
- Google Docs
- Concur Travel and Expensive
- Microsoft Teams
- Microsoft Dynamics
- Key Account Management
- Client Base Retention
- Customer Relationship Management
- Team Recruiting and Onboarding
- Workflow Assessments
- Revenue Growth
- Customer Service and Assistance
- Customer Presentations
- Operating Procedures and Policies
Timeline
Enterprise Account Manager
Netwrix
02.2022 - 06.2023
Senior Account Manager/Director of New Business
Dual, FROSCH Travel, Remote
10.2011 - 03.2020
Account Manament/Business Development Manager
Summit Travel Group
10.2011 - 01.2012
Area Director of Sales
Courtyard, Marriott Residence Inn
05.2005 - 02.2006
Operations Manager
PeopleSoft, WorldTravel BTI
08.2000 - 04.2002
Associate of Science - Business Administration
Corning Community College
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