Daryl Rogers

Duties, Accomplishments & Related Skills:

As an Account Manager, my responsibilities are summarized by my role in spearheading all activities pertaining to customer retention, satisfaction, and support, while ensuring that the highest level of customer service and industry standards are delivered in all the things that I did.

• Daily, I had to display proven leadership capabilities of successfully managing multiple client relationships simultaneously.
• I was directly in charge of holding various cross-functional responsibilities between the Operations, Tech, and Business Development teams.
• Heavy CRM experience was expected to service high profile specialty accounts, in which all of my accounts
  were classified as high point/priority level senior accounts.
• My role as an Account Manager is directly responsible for making product/software and service presentations with intense focus on client satisfaction.
• I managed all projects and the implementation of them with each client, and provided high-level business process optimization resources and experience.
• As an account manager, I was expected to manage/supervise and oversee all understandings of contract structure and negotiation, pricing, SOWs, and addendums that were required to be in place.
• Directly responsible for handling all customer and account billing, monthly invoices, and reconciliations of funds received.
• Provide an intense focus on achieving client satisfaction and ensure optimal customer service experience is displayed to accounts.
• Coordinate with a team of deployment techs and case management specialists when accounts request escalation on matters.
• Analyzes account profiles, needs, inventory, customer service experience and provide feedback to upper management.
• Testify in the superior court regarding participant tracking and data from the electronic monitoring program.
• Travel to accounts and conduct presentations for the electronic monitoring program and services.
• Demonstrate the tech involved in electronic monitoring and present the devices associated with our services.
• Explain tech and answer questions, handle all complaints, and research resolutions or process fixes on behalf of clients.
• Construct multiple call reports, account profile creation, and hold meetings to learn more about the account's needs.
• Develop bond retrieval process for case management to obtain documentation needed for participants. Speak with victim advocate specialist and set up process improvements to obtain victim information from jurisdictions.
• Documents improvement processes and effectively communicates issues accounts may have.
• Communicates effectively to clients regarding participant tracking/internal departments in a timely fashion and ensures compliance and budget deadlines are met.
• Works closely with case management / tech team to answer specific account questions, to provide specific reporting
  documentation and to resolve problems with accounts.
• Maintains and cultivates an effective working relationship with internal and external customers, prioritizes work queue to ensure service level agreements are met and consistently met or exceed established minimum productivity and quality goals.
• Basic understanding of data analytics and reporting, ability to deliver technology support, and manage deployments.
• Provides quality control responses in a timely manner.

• Oversee the staff's daily activities, strict hygiene, and cleanliness of the studio.
• Establish and implement policies and procedures for staff.
• Manage supplies, greeting customers, setting appointments, and supporting the sales of additional products or services. Plan and control budget and inventory.
• Implemented processes and procedures for booking clientele through email and phone calls.
• Ensure a safe, secure, and legal work environment.
• Plan, organize, direct, control, and evaluate the daily operations of the studio.
• Committed to creating a comfortable, sanitary, and calming atmosphere for clients.
• Address customers' inquiries or complaints and resolve problems; perform other work as needed.