Denise Raymond
Senior Account Manager
Ocala,Florida
Summary
Detailed Senior Account Manager offering experience in delivering client-focused solutions and successfully managing multiple projects. Excellent critical thinking, problem-solving and communication skills. Remote position sought.
Overview
23
23
years of professional experience
Work History
Senior Account Manager
The Expert Bookers
11.2017 - Current
- Promote clients to optimal and relevant podcasts and internet radio shows for interviews to increase their visibility, authority, SEO, and overall business promotion
- Network with show hosts in industry
- Research extensively to obtain new shows for clients.
- Meet sales and team goals as related to industry standards for delivering productive results
- Boosted client satisfaction by effectively managing and resolving account issues.
- Developed deep knowledge of customer businesses and relationship to company objectives.
- Negotiated prices, terms of sales and service agreements.
- Built relationships with customers and community to promote long term business growth.
- Mentored junior account managers, fostering their professional growth and skills development within company.
Guest Wrangler
Horse Radio Network
06.2016 - 02.2019
- Identify unique horse related products and people and bring them to an ever expanding audience of very engaged listeners for the most popular and largest equine themed radio network in the world! Seek out the newsmakers in the equestrian community
- Coordinate interviews with hosts, send reminders and administrative details of scheduling.
Public Relations/Talent Acquisition
Interview Connections
08.2016 - 06.2017
- Building and maintaining client relationships
- Meeting with clients on a phone or Skype call to understand their needs
- Source podcasts and guests experts from various sources including web searches, forums, Facebook Groups, etc
- To best meet the needs of the client's targeted audience/niche
- Develop pitches for guest expert clients and contact show hosts with interview proposal
- Develop pitches for podcast host clients and contact potential guests with interview proposal
- Contacting podcast hosts and pitching clients as a guest on their show.
Community Support Representative
Uber Zero Chaos
08.2014 - 02.2016
- Delivered high-quality customer service via Zendesk email support platform
- Advocated for riders and drivers while answering complex questions about the Uber smartphone app
- Solved problems and addressed unsatisfactory experiences
- Built loyalty among new users
- Triaged issues and escalated them when necessary
- Demonstrated ability to troubleshoot technical problems to find speedy resolutions
- Skilled at handling multiple issues at once to efficiently solve a large number of inquiries
- Experience working independently in a minimally structured environment.
Agent Support/ Chat Monitor/New Agent Onboarding
Expert Planet
02.2011 - 06.2014
- Trained new agents and prepared for the call center
- Assisted with basic technical support functions, such as password resets and computer functionality
- Prepared reports related to attendance, training, and performance
- Hosted online webinars for training purposes
- Monitored new agent progress and development
- Participated in feedback sessions to create new processes
- Maintained chat environment and monitored conversations within, providing input as needed, and ensuring a positive experience
- Posted weekly agent schedules.
Travel Consultant, Energy Consultant, Retention Specialist
Working Solutions
02.2011 - 01.2014
- Processed inbound telephone orders by quoting product prices, new service set up, payment terms and by offering substitute products where appropriate
- Ensured that each customer had an informative and positive experience by using good customer service skills and product knowledge
- Sold, marketed and promoted products and increased business through product knowledge, salesmanship and excellent customer service etiquette
- Promoted good customer relations and customer satisfaction with a friendly, professional and high energy demeanor.
Agent Assist (Supervisor)
West Corporation
01.2006 - 01.2011
- Monitored through real time observation screens the performance of staffing, quality and accountability using real time or recording of customer calls
- Coordinated staffing to improve performance through mentoring and training
- Maintained accurate individual employee records of non-adherence to schedule
- Maintained a professional and orderly department
- Maximized department productivity and time spent on call handling activities
- Provided support to floor and team leaders
- Interviewed Customer Service applicants and coordinate the hiring process.
Property Management/ Hospitality Sales
North Shore Realty
06.2004 - 12.2005
- Maintained a database of all current and future available properties
- Greeted and assist all prospective guest and owners
- Completed all processes for entering reservations, adjusting reservations, or canceling reservations
- Reviewed guest contracts to update reservations and process payments
- Explained contract and company policy to all prospective guest
- Worked directly with owners to maintain an overview of property performance and ways to enhance their financial performance
- Showed properties to prospective guest
- Provided exceptional customer service by responding quickly and courteously to guest inquiries and service requests, taking prompt action to resolve problems, and documenting situations as they occurred.
Assistant to the Regional Vice President
Bank of America
06.2001 - 05.2004
- Coordinate staff onboarding and off boarding which includes requesting equipment setup and system access
- Arrange new technology purchases, setup, and other requests for the team
- Provide general support including photocopying, booking meeting rooms, ordering supplies, etc
- Assist in preparing reports, spreadsheets and presentations, applying skills in Word, Excel, and PowerPoint
- Provide general office management such as new hire and contractor onboarding/termination checklist arrangements; space arrangements/real estate for the group; ordering supplies/equipment.
Skills
Customer Relations
Timeline
Senior Account Manager
The Expert Bookers
11.2017 - Current
Public Relations/Talent Acquisition
Interview Connections
08.2016 - 06.2017
Guest Wrangler
Horse Radio Network
06.2016 - 02.2019
Community Support Representative
Uber Zero Chaos
08.2014 - 02.2016
Agent Support/ Chat Monitor/New Agent Onboarding
Expert Planet
02.2011 - 06.2014
Travel Consultant, Energy Consultant, Retention Specialist
Working Solutions
02.2011 - 01.2014
Agent Assist (Supervisor)
West Corporation
01.2006 - 01.2011
Property Management/ Hospitality Sales
North Shore Realty
06.2004 - 12.2005
Assistant to the Regional Vice President
Bank of America
06.2001 - 05.2004