Eleanor "Ashley" Dulaney
Staunton,Virginia
Summary
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.
Overview
7
7
years of professional experience
Work History
Account Manager
Elk Logistics
03.2021 - Current
- Managed over 100 customer and carrier calls per day
- Increased sales by 25%
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Built relationships with customers and community to promote long term business growth.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Contributed to team objectives in fast-paced environment
- Negotiated prices, terms of sales and service agreements
- Built relationships with customers and community to promote long term business growth
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Negotiated prices, terms of sales and service agreements.
- Maintained current knowledge of evolving changes in marketplace.
- Recorded accurate and efficient records in customer database.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Built diverse and consistent sales portfolio.
- Negotiated prices for products and freights to reduce cost of acquisition by achieving lower price.
Transportation Coordinator
Elk Trucking
12.2019 - 03.2021
- Managed over 50 calls per day from logistics companies and communicated with drivers throughout transit
- Increased rates by 20%
- Worked closely with personnel, customers, and contractors to resolve problems.
- Balanced schedule and customer demands against team capabilities and available resources to meet performance objectives.
- Analyzed transportation data to identify improvement opportunities.
- Tracked shipments from dispatch through delivery to verify timely arrival.
- Met safety and regulatory standards for full operational compliance.
- Coordinated responses to emergencies by dispatching vehicles and bringing in additional personnel.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Identified appropriate travel routes in accordance with applicable traffic and bulk cargo transportation laws, regulations, protocols, and guidelines.
- Built and maintained strong partner relationships for smooth, cost-effective logistics.
Shelter Manager
Augusta Regional SPCA
03.2017 - 11.2019
- Managed over 20 employees
- Managed over 200 customer calls per day
- Increased adoption rates by 35%
- Assisted in organizing and overseeing assignments to drive operational excellence, while meeting all health and safety guidelines.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
Customer Service Manager
Augusta Regional SPCA
02.2016 - 03.2017
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed hundreds of calls from potential adopters as well as spay/neuter clinic scheduling and reminders
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Kept accurate records to document customer service actions and discussions.
Customer Service Representative
Augusta Valley Animal Hospital
Staunton, VA
02.2016 - 02.2017
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Handled customer inquiries and suggestions courteously and professionally.
Education
High School Diploma -
Montgomery County Community College
Rockville, MDSkills
- Strong Lead Development Skills
- Business Development
- Business Negotiation
- Order Management
- Product and Service Sales
- Time Management
- Event Planning
- Payment Collecting
- Issue Resolution
- Staff Management
- Account Management
- Customer Rapport
fitness, animal advocacy, health, wellness, travel
I love fitness, I have made major life changes through working on my health and wellness journey, which has improved my mindset, health, stress management and mood!
I am a huge animal advocate and work closely with local rescues to help network, and find homeless animals their place in the world, and sometimes have to speak for those who cannot speak for themselves at City Council and Board of Supervisors meetings when there are issues.
I love to travel, and would love to see the world! I have visited most of the Caribbean and Mexico, now I want to see more!
Timeline
Account Manager
Elk Logistics
03.2021 - Current
Transportation Coordinator
Elk Trucking
12.2019 - 03.2021
Shelter Manager
Augusta Regional SPCA
03.2017 - 11.2019
Customer Service Manager
Augusta Regional SPCA
02.2016 - 03.2017
Customer Service Representative
Augusta Valley Animal Hospital
02.2016 - 02.2017
High School Diploma -
Montgomery County Community College
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