Emily Henke
Mascoutah,IL
Summary
Quick-thinking Supervisor recognized for success in guiding teams and boosting performance. Practical problem-solver with excellent issue and conflict resolution skills to drive team and organizational success. Highly effective and knowledgeable in process improvement and problem resolution.
Overview
19
19
years of professional experience
Work History
Leader, Account Management
GadellNet
09.2022 - Current
- Identified team weak points and implemented corrective actions to resolve concerns.
- Trained employees on internal tools, client road mapping and sales training.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Maintained team flexibility and embraced change to adapt within dynamic markets.
- Assisted with new hire processing and existing training programs.
- Oversaw day-to-day activities of seven employees, fostering inspiring atmosphere to optimize employee experiences.
- Attended industry events to represent organization and build professional network.
- Mentored employees on customer service techniques and explained direct link between revenue growth and customer loyalty.
- Collaborated with team to identify sales trends and implemented initiatives to enhance revenue.
- Supported day-to-day account management for company clients.
- Worked collaboratively with sales team to identify and target market opportunities.
- Developed basic knowledge of client from business, industry and competitive perspective.
Senior Account Manager
GadellNet
09.2020 - 09.2022
- Mentored account management professionals to develop skills and increase company revenue.
- Provided extensive support in sales, technical and business areas to key accounts.
- Worked with customers to develop strategic business and account plans.
- Delivered sales presentations and pitches to clients, upper management and junior sales associates for demonstration.
- Contributed to annual revenue goals by selling projects, products, engagements and developing new accounts.
- Developed deep knowledge of customer businesses and relationship to company objectives.
- Researched emerging industry trends, applications, and concepts to enhance products and services.
- Cultivated productive relationships with business representatives and consulted closely to uncover needs and match to available solutions.
- Trained and coached sales team members servicing [Type] accounts.
- Analyzed key competitors to respond to competitive threats.
- Prepared client budgets by reviewing client billing and managing monthly invoices.
Account Manager
GadellNet
11.2016 - 09.2019
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Educated clients on new products or services to increase customer engagement with brand.
- Facilitated client satisfaction and renewed customer relations to drive growth.
Project & Client Administrator
Phoenix Risk Assessment
07.2013 - 11.2016
- Coordinated project planning and execution with team members and team leads.
- Communicated effectively with team members to deliver updates on project milestones and deadlines.
- Maintained positive vendor relations to build strong partnerships.
- Thrived in fast-paced, highly-adept team to develop and prioritize product features and build product roadmap.
- Set goals and formalized policies to maximize team performance and keep project on-task.
- Liaised with clients to better understand business needs and current market landscape.
- Collaborated with sales, marketing, and support teams to launch products on time and within budget.
- Directed planning and budgeting efforts.
- Reviewed sales, customer concerns, and new opportunities to drive business strategy at weekly planning sessions.
- Prioritized roadmap in order to achieve product goals and metrics.
Account Manager & Marketing Coordinator
MB Technology Solutions
03.2009 - 07.2013
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Educated clients on new products or services to increase customer engagement with brand.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Developed and implemented strategies to increase client retention.
- Recommended brand products to customers to encourage repeat purchases and foster customer loyalty.
- Liaised with marketing and sales teams to develop targeted campaigns.
- Negotiated prices for products and freights to reduce cost of acquisition by achieving lower price.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
Office Manager
The Barry Law Firm
11.2007 - 03.2009
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Coordinated special projects and managed schedules.
- Controlled finances to lower costs and keep business operating within budget.
- Managed compliance to keep organization operating within legal and regulatory guidelines.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Bridal Consultant
The Blushing Bride
03.2007 - 11.2007
- Sold and fitted [Product] for brides-to-be.
- Met with potentials clients and gave quotes on services and general wedding costs.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Used in-store system to locate inventory and place special orders for customers.
Contributing Editor
Insidestl.com
06.2006 - 01.2007
- Prepared, rewrote, and edited pieces to improve readability and impact.
- Determined readiness of written pieces, made changes, and approved final versions for publication.
- Reviewed articles for grammar, spelling, punctuation, syntax, accuracy, and compliance with quality standards.
- Communicated directly with writers to collaboratively assess work and guide editorial improvements.
- Posted and promoted articles on social media platforms to engage target audience.
- Led and managed multiple projects from conceptual stage through to launch.
Broadcast Assistant
KMOV-TV, Belo, Inc.
05.2004 - 10.2004
- Constructed studio sets to accommodate internal TV productions.
- Distributed call sheets and production reports to producers.
- Operated studio equipment to help facilitate flow of programs.
- Contributed to creative input of show by writing cues or updating scripts.
- Assisted with preparing files and records, editing and producing for on-air programming.
Education
Bachelor of Arts - Journalism; Minor in Spanish
Murray State University
Murray, KY05.2004
Skills
- Problem Resolution
- Acquire New Business
- Communications Strategies
- Account Changes
- Researching Businesses
- Account Growth
- Performance Improvement
- Client Satisfaction
Affiliations
- SouthSide Early Childhood Center - Former Young Professionals Board Member
- Clayton Chamber of Commerce, Former Board Member "Parties in the Park"
- Fox Park Neighborhood Association, Former Corresponding Secretary
- St. Louis Family Resource Center, Former Young Professionals Board Member
Timeline
Leader, Account Management
GadellNet
09.2022 - Current
Senior Account Manager
GadellNet
09.2020 - 09.2022
Account Manager
GadellNet
11.2016 - 09.2019
Project & Client Administrator
Phoenix Risk Assessment
07.2013 - 11.2016
Account Manager & Marketing Coordinator
MB Technology Solutions
03.2009 - 07.2013
Office Manager
The Barry Law Firm
11.2007 - 03.2009
Bridal Consultant
The Blushing Bride
03.2007 - 11.2007
Contributing Editor
Insidestl.com
06.2006 - 01.2007
Broadcast Assistant
KMOV-TV, Belo, Inc.
05.2004 - 10.2004
Bachelor of Arts - Journalism; Minor in Spanish
Murray State University
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