Drake Collins
Beach Park,IL
Summary
Highly motivated individual with strong listening, verbal, written and Multi-tasking skills. Looking to obtain a position with potential for growth where skills can be utilized. Goal-oriented manager with distinguished experience in SaaS industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Overview
13
13
years of professional experience
Work History
Relationship Account Manager
Circa
07.2021 - 01.2024
- Managing account engagement cycle to drive customer satisfaction
- Identifying training needs of assigned accounts and ensuring on time completion of necessary trainings
- Acting as liaison for assigned accounts on all technical, billing, sales, or other questions and needs, and regularly reviewing and monitoring health dashboards and open case log to quickly react and escalate issues for resolution
- Analyzing usage data and insights to identify at-risk concerns and support decision-making
- Proactively and reactively engaging accounts on consistent basis to address issues and concerns through calls, emails, performing presentations, and other value-add outreach
- Establishing positive, relationships with all key customer contacts, especially executive leadership, and targeted personas
- Developed customized account plans for clients to help them achieve their business goals.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Managed diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Achieving net revenue and retention targets by building and maintaining strong customer and internal relationships
- Book of Business size over 230-250 accounts
- Retained 94.6% of renewals for Q4 2022
- Retained 90.8% of renewals for Q1 2023
- Retained 92.2% of renewals for Q2 2023
- Retained 89.3% of renewals for Q3 2023
- Retained 91.6% of renewals for Q4 2023
- Overall 2023 Net Retention Rate- 90.97%.
- $63,885.00 in Upsells for 2023
Client Services Team Lead
Circa
12.2017 - 07.2021
- Responsible for variety of support functions for expanding customer base
- Work in collaboration with sales team, with focus on customer onboarding, monitoring and management of customer accounts
- Follow up on customer questions and requests to ensure great overall customer experience
- Review open positions to ensure accuracy and completeness, researching and investigating possible OFCCP auditing issues
- Provide support to customers, and maintain quality standards throughout process
- Provide employers with live demonstrations on how site operates (including Applicant Tracking System, Local Community and Diversity Outreach directory, and etc)
- Assist employers on pulling various reports that are provided for OFCCP Audits or for personal records (Job Applicants, Employment Service Delivery Systems, and etc)
- Assist employers with setting up of their ESDS State Job bank accounts to post their positions to state site.
- Managed department call volume of 25 calls per day and coordinated department schedules to maximize coverage during peak hours
- Enhanced client satisfaction by promptly addressing concerns and providing tailored solutions
- Streamlined team communication for increased efficiency and better client service delivery
- Developed and implemented training programs to improve team skillsets and performance levels
- Boosted client retention rates with proactive outreach and attentive customer care
- Created customer support strategies to increase customer retention
- Enhanced client satisfaction by promptly addressing concerns and providing tailored solutions.
Sr. Service Representative
BMO Harris Bank
01.2017 - 12.2017
- Deliver superior customer service that defines great customer experience, in performing a variety of basic banking services
- Accountable for referring prospects to Personal Bankers and other banking groups to deliver clarity (simplicity, guidance, and know-how) to our customers
- Educate customers on all available options (Online, Mobile, ATM, etc.) to do relevant banking activities, transactions and simple transactions through digital/self-service technologies
- Exhibit effective follow-through and ownership in every customer interaction
- Accept and process customer transactions accurately and timely
- Identifies customer needs and match needs with appropriate product or service, utilizing Opportunities to suggest or cross-sell other bank products and services
- Remain current on BMO Harris digital banking capabilities
- Inform and help educate customers on how to complete basic activities using digital banking and self-service technologies
- Refer customers to Retail Relationship Bankers for digital demos, enrollment, and activation.
Customer Service Representative/ Card Loss Prevention Fraud
PNC Bank
05.2011 - 10.2016
- Provide customers with PNC product solutions for everyday financial needs, offering deposit accounts, credit cards, various loans/lines of credit, mortgages, and investment accounts
- Learn and apply new knowledge and skills while professionally handling other account inquiries
- Customer Index Quality Rating received Year to Date – 4.62 out of 5
- Meet daily call count requirements to exceed the average handled time goal
- Review signature and PIN based transaction activity for potential fraud
- Review banking/debit card non-PIN fraud reason declined transactions
- Process debit card temporary limit increases, at CLP's discretion
- Assist callers making inquiries regarding cards placed in warm status by CLP
- Research ATM deposit holds placed by CLP.
Education
Bachelor's degree - Political Science
Western Michigan University
Kalamazoo, MI01.2015
Skills
- Salesforce Proficiency
- Client Retention Strategies
- Adaptability and flexibility
- Team collaboration
- Empathy and understanding
- Active listening
- Cross-functional coordination
- Performance Tracking
- Sales Presentations
- CRM Proficiency
- Pipeline Management
- Time management
- Industry Expertise
special awards recognition
- Awarded the State of Michigan Seal - Presented by the Governor of the State of Michigan, 2015
- Circa’s 2022 Living by our values award
volunteer experience
Probate Judge Election Campaign Kalamazoo, Michigan, 09/01/14, 10/01/14, I utilized my professionalism, relationship building and efficient communication skills to represent and articulate the goals and values of the candidate.
References
References available upon request.
Timeline
Relationship Account Manager
Circa
07.2021 - 01.2024
Client Services Team Lead
Circa
12.2017 - 07.2021
Sr. Service Representative
BMO Harris Bank
01.2017 - 12.2017
Customer Service Representative/ Card Loss Prevention Fraud
PNC Bank
05.2011 - 10.2016
Bachelor's degree - Political Science
Western Michigan University
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