Delia Smith
Willingboro,NJ
Summary
Purposeful account manager with expertise in client relationship management, tailored solutions, and retention strategies. I am skilled in analyzing data, resolving challenges, and identifying growth opportunities to optimize performance. Adept at fostering collaboration between clients and internal teams to align goals and deliver exceptional service. Thrives in high-pressure settings with an initiative-taking, solutions-focused approach.
Dynamic 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.
Resourceful Account Manager with excellent client oversight, issue resolution, and relationship-building expertise. Maximized repeat business opportunities and utilized proven prospecting techniques to expand client base. High-level sales cycle knowledge and strong collaborative skills leading to optimum outcomes.
Results-driven professional with comprehensive experience in account management, focusing on building strong client relationships and driving business growth. Adept at negotiating contracts, resolving client issues, and aligning services with client needs. Proven success in fostering team collaboration and adapting to dynamic environments, showcasing excellent communication and problem-solving skills.
Overview
26
26
years of professional experience
Work History
Account Manager
Aurobindo Pharmaceuticals
03.2025 - Current
- Serve as the primary point of contact for customers, establishing and maintaining positive relationships with both internal and external stakeholders.
- Respond to customer inquiries via email, phone and fax ensuring timely and professional communication.
- Process customer purchase orders accurately, efficiently and ensure all documentation is complete and compliant with company policies.
- Oversee customer setup, onboarding, and maintenance, ensuring a smooth transition for new clients.
- Investigate and resolve customer issues, account discrepancies, and complaints promptly to maintain customer satisfaction.
- Coordinate with internal departments, such as sales and support teams, to address client needs and ensure service delivery.
- Produce and distribute reports to internal and external stakeholders, analyzing account activity and summarizing trends to optimize performance.
- Prepare regular performance reports to track account metrics and support business growth.
- Maintain accurate records and documentation of customer interactions, transactions, and account updates.
- Manage account billing process, addressing outstanding balances, and coordinating with clients on payment arrangements.
Senior Account Manager
SGS North America
06.2013 - 03.2025
- Develop and sustain strategic partnerships with key clients to ensure long-term collaboration and satisfaction.
- Analyze industry trends, business strategies, and ISO/FSC standards to identify opportunities and recommend strategic initiatives.
- Actively participate in client meetings and user interviews to align services with business needs.
- Conduct in-depth client research to tailor SGS solutions, demonstrating value and aligning with customer goals.
- Address client concerns, resolve escalations, and implement initiative-taking process improvements to enhance satisfaction.
- Drive portfolio growth by expanding ISO client accounts (9k, 14k, 18k) to include budgeted standard programs.
- Review and finalize professional documents, including reports, presentations, and client-facing materials including contract execution, ensuring compliance, and managing internal communication channels (FRQ, FRI, RFP).
- Coordinate auditor schedules to optimize resource utilization and align with project requirements.
- Collaborate across sales, service, and internal teams to deliver training on auditing processes and contracting best practices.
- Manage audit documentation for initial and renewal certifications and conduct administrative reviews.
- Allocate audit days and sampling locations based on prior certification cycles for upcoming audits.
- Monitor auditor performance, ensuring adherence to KPIs and quality standards.
Customer Service Manager
Lowe’s Home Improvement
01.2008 - 01.2018
- Supervised and trained new customer service representatives, ensuring smooth onboarding and adherence to standards.
- Communicated clear expectations for excellent customer service and team performance.
- Managed complex and high-priority customer service issues with professionalism and care.
- Developed and implemented strategies to enhance profitability, productivity, and service quality.
- Evaluated the performance of team members, including greeters, loaders, pullers, and cashiers.
- Identified skill gaps, provided targeted training, and offered ongoing coaching as needed.
- Delivered training to both new and experienced staff on order management and customer service best practices.
Account Manager
Managed Healthcare Associates
06.2008 - 02.2013
- Prepared detailed analytical reports, including QBRs, RFIs, RFPs, wholesaler/vendor reports, data analyses, and membership summaries, for managed care organizations.
- Supported the national account manager, regional account representatives, and outside sales teams with high-quality deliverables.
- Functioned as the primary contact for selecting strategic clients, fostering strong relationships, and ensuring satisfaction.
- Organized and managed activities related to internal and external audits.
- Participated in internal and external workgroups to drive collaboration and process improvement.
- Drafted professional correspondence for clients and suppliers.
- Coordinated marketing and inside sales efforts with external sales agents and partnered pharmaceutical companies.
- Achieved client retention goals and garnered positive feedback through exceptional customer service.
- Served as a liaison between independent pharmacy members, distributors, and manufacturers to streamline communication and resolve issues.
- Monitored and managed contract performance to ensure compliance and optimal outcomes.
- Provided new hires with marketing materials and background information to support their integration into the team.
- Promoted the company’s reputation, expertise, and integrity in all interactions.
- Delivered regular performance updates to the Senior Management Team on client projects and outcomes.
Account Manager
Celsis Analytical Services
02.2006 - 02.2008
- Built strong relationships with business representatives, conducting in-depth consultations to identify needs and align them with tailored solutions.
- Drove revenue growth by acquiring and developing new clients while delivering value-added services to existing accounts.
- Functioned as the primary point of contact for all client communications, ensuring seamless interaction and satisfaction.
- Collaborated with Sales, Marketing, and Training Managers to gather and share critical insights, including competitive analysis and pricing strategies.
- Led special projects, such as sales and marketing campaigns, as assigned by department leadership.
- Provided clear explanations of results (e.g., OOS, preliminary findings, and updates) to clients when required.
- Engaged with clients through various channels, including phone, email, online presentations, screensharing, and in-person meetings, to deliver exceptional service and support.
Correspondent I
Metropolitan Life Insurance
08.2004 - 02.2006
Purchasing Administrator
Structure Tone
04.2000 - 08.2004
Education
Bachelor's Degree - Business Administration
University of Phoenix
Skills
- Customer Relationship Management
- Account Oversight
- CRM Software Proficiency
- Sales and Business Development
- Performance Analysis
- Leadership and Training
- Lead Generation
- Contract Negotiations
- Compliance Requirement
- Operational Efficiency
- Account management
Timeline
Account Manager
Aurobindo Pharmaceuticals
03.2025 - Current
Senior Account Manager
SGS North America
06.2013 - 03.2025
Account Manager
Managed Healthcare Associates
06.2008 - 02.2013
Customer Service Manager
Lowe’s Home Improvement
01.2008 - 01.2018
Account Manager
Celsis Analytical Services
02.2006 - 02.2008
Correspondent I
Metropolitan Life Insurance
08.2004 - 02.2006
Purchasing Administrator
Structure Tone
04.2000 - 08.2004
Bachelor's Degree - Business Administration
University of Phoenix