EBONY FLEMING
Richmond, VA,VA
Summary
Goal-oriented Account Manager adept at promoting customer loyalty and maintaining retention with proactive and hands-on strategies. Effective at giving customers highly positive experiences as primary liaison and company representative. Ready to bring years of experience and take on challenging new role.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Client Success Manager
Blue Ocean Brain
Richmond, VA
09.2021 - Current
- Create client connections; collaborate with clients to promote strong learner engagement
- Collaborate with theBusiness Development team in support of clients, renewals, and expansion opportunities
- Evaluated customer problems, implemented resolutions, and followed up with clients to manage additional problems and maintain satisfaction.
- Hosted daily status calls and weekly and quarterly meetings with clients to promote client satisfaction and keep all parties abreast of changing environment.
- Planned, articulated, and executed client development strategies.
OEM - Inside Sales Coordinator
Medeco Security Locks
Salem, VA
04.2019 - 09.2021
- Achieved over $1.3 million in new business during 2nd quarter 2021.
- Exceeded the division's yearly sales goal by 15% by the end of 2020, collaborating with the Sales Manager and Managing Director to develop an automated process and build a robust sales pipeline.
- Visited customer locations to evaluate requirements, demonstrate product offerings and propose strategic solutions for diverse needs.
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Managed portfolio of accounts and consistently generated strong annual sales.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Established fair pricing structures and finalized contracts to complete purchase agreements with customers.
Customer Team Lead / OEM Customer Care Specialist
Medeco Security Locks
Salem, VA
12.2014 - 04.2019
- Defused customer concerns with exceptional conflict and problem resolution skills.
- Manage customer escalations, while providing efficient customer service skills and diplomacy to ensure that the customer is satisfied
- Serve as liaison between customers, operational support team, and management to improve, and maintain business productivity
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Accurately tracked and recorded customer interactions in CRM platform.
Customer Care Specialist
Aerotek Staffing Agency/Medeco Security Locks
Salem, VA
10.2014 - 12.2014
- Received training and product knowledge at Medeco Security Locks as a temporary employee, until accepting a permanent position in 12/2014
Auto Claims Adjuster (Unrep. Casualty / Liability)
Allstate Insurance Company
Roanoke, VA
01.2009 - 07.2014
- Investigate, evaluate, and negotiate auto accident claims to reach a fair and equitable settlement for all parties involved
- Review police reports, medical treatment records, medical bills, or physical property damage to determine the extent of liability
- Examined photographs and surveillance and any other documents relating to claims.
- Interview or correspond with claimants, witnesses, police, physicians, or other relevant parties to determine claim settlement, denial, or review
- Provide fair settlements or claim resolutions, customer satisfaction, and excellent cost management.
Education
Master of Science - Business Administration
Averett University
Danville, VABachelor of Science - Business Administration
Univ. of Maryland Eastern Shore
Princess Anne, MDAssociate of Applied Science - Funeral Service
John Tyler Community College
Chester, VASkills
- Account Management
- Client Relationships
- Direct sales
- Persuasive negotiator
- Account acquisition
- SalesForce
- Project coordination
- Organizational effectiveness
- Client renewals and prospecting
- Project Management
- Revenue Generation
- Customer service and support
- Client relationship management
- Negotiation
Certification
Leadership Development
OpX Solutions, LLC
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Client Success Manager
Blue Ocean Brain
09.2021 - Current
OEM - Inside Sales Coordinator
Medeco Security Locks
04.2019 - 09.2021
Customer Team Lead / OEM Customer Care Specialist
Medeco Security Locks
12.2014 - 04.2019
Customer Care Specialist
Aerotek Staffing Agency/Medeco Security Locks
10.2014 - 12.2014
Auto Claims Adjuster (Unrep. Casualty / Liability)
Allstate Insurance Company
01.2009 - 07.2014
Master of Science - Business Administration
Averett University
Bachelor of Science - Business Administration
Univ. of Maryland Eastern Shore
Associate of Applied Science - Funeral Service
John Tyler Community College
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