Emma Riley
Austin,Texas
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
4
4
years of professional experience
Work History
Account Manager
TikTok
11.2022 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Developed customized account plans for clients to help them achieve their business goals.
- Collaborated with the sales team to identify potential upsell opportunities and expand the client base.
- Wrote multiple Case Studies from my client's success after working with me.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Streamlined internal processes for better efficiency in account management tasks.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Coordinated cross-departmental efforts to execute successful marketing campaigns for key accounts.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
Client Service Specialist
TikTok
11.2021 - Current
- Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills
- Promoted client satisfaction by working with operational and cross-functional teams in proper resolution of service issues
- Grew a deep understanding of TikTok products, processes, and tools
- Become an expert in supporting complex digital marketing issues
- Share candid and solution focused feedback and communication of our client's needs to help inform change
- Helped provide the highest level of service to our clients
- Understand their needs and determine the right course of action with a view on helping them grow their business
- Created multiple SOP/Help Documents to better explain our products to other members of my team, as well as cross functional teams
- Quickly became a Subject Matter Expert for two of our Products
- Then, assisted training new hires on these products, as well as held Q&A's for other departments looking to learn more about these subjects
- Worked on and curated multiple projects that not only assisted bettering my department, but the company as a whole
- Became an Advisory Board member for our knowledge Center platform and assisted in ensuring this database was updated with new resources
- Documented customer correspondence in CRM to track requests, problems, and solutions
- Delivered high level of service and support to clients, as well as delivered potential clients to our Account Management team to continue building relationships with our clients
- Won a "New Hire Superstar" Award after being with the company for 3 months.
Account Coordinator
Marsh & McLennan
11.2020 - 11.2021
- Communicated and coordinated orders professionally and promptly, problem-solved client inquiries and concerns and consistently solidified client team and addressed top-level, high-priority issues with professional administrative discretion
- Crafted proposals, Renewal Strategy Presentations, Analytics, and Post Bind documents using PowerPoint, Excel, Company software, and Word processing software
- Collaborating with our client-facing colleagues and assisted with document preparation and coordination as a client's policy nears its renewal date
- Ensured that each step in the client's policy life cycle is completed accurately and on time prior to renewal
- Manage and recorded client and carrier communications in a shared document repository to ensure timely follow up and review by the client team
- While a part of the Account Coordination team, I was also a Mentor to new hires, a Subject Matter Expert in Loss Summary Analytics, and a part of the Marsh Cares committee.
Recruitment Consultant
Frank Recruitment Group
09.2019 - 06.2020
- Collaborated with recruitment and HR professional to achieve hiring goals
- Reviewed referral candidates and contacted qualified individuals to request applications
- Managed full-cycle recruiting processes for managerial and executive-level vacancies
- Communicated duties, compensation, benefits and working conditions to all potential candidates, enabling better understanding of job expectations
- Negotiated candidate salaries and prepared employment contracts
- Increased recruiting network by leveraging industry contacts and internet mining resources, including CareerBuilder, Indeed and LinkedIn.
Education
Associate of Arts - Business Administration
Texas State University
08.2019
Bachelor of Arts - Fashion Merchandising
Texas State Un
San Marcos, TX08.2019
Skills
- Exceptional customer service
- Cross-functional collaboration
- Data evaluation
- Project management abilities
- Strategic Planning
- Issue resolution
- Excellent time management
- Organized and meticulous
- Product demonstrations and presentations
- Revenue Generation
- Client Relationship Management
- Data Analytics
- Project Management
- Sales Development
- Schedule Management
- Account Management
- Customer Training
- Brand Management
- Account Development
- Advertising
- Account Servicing
- Customer Service
- Campaign Execution
- Market Forecasting
- Teamwork and Collaboration
- Client Relations
Timeline
Account Manager
TikTok
11.2022 - Current
Client Service Specialist
TikTok
11.2021 - Current
Account Coordinator
Marsh & McLennan
11.2020 - 11.2021
Recruitment Consultant
Frank Recruitment Group
09.2019 - 06.2020
Associate of Arts - Business Administration
Texas State University
Bachelor of Arts - Fashion Merchandising
Texas State Un
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