Felicia Angulo
Lawrenceville,GA
Summary
Accomplished and results-oriented professional with 20+ years in leadership and account management. Independent self-starter with a focus on strengthening client relationships, retention, expansion, and revenue growth. Seasoned Senior Account Manager with proven track record in managing large scale accounts. Skilled at cultivating strong client relationships, driving revenue growth, and resolving complex issues in fast-paced environments. Also adept in strategic planning and team leadership. Successfully led teams towards sustained business growth, maintaining high levels of customer satisfaction and loyalty.
Overview
26
26
years of professional experience
Work History
Senior Account Manager (Remote)
Arcadia
Atlanta, GA
04.2022 - 11.2024
- Identified upselling and cross-selling opportunities to maximize account growth and revenue generation.
- Tracked and reported on sales performance metrics to senior management, highlighting successes and areas for improvement.
- Conducted regular business reviews with clients to understand their needs and align products and services accordingly.
- Negotiated contracts and closed deals, focusing on long-term benefits for both the company and the client.
- Managed account receivables for assigned accounts, ensuring timely payments and minimizing bad debts.
- Provided product training and support to clients, enhancing their understanding and utilization of the company's offerings.
- Utilized CRM tools to track client interactions, sales opportunities, and account history.
Director of Professional Services (Remote)
Urjanet/Arcadia
Atlanta, GA
01.2021 - 04.2022
- Directed professional service team to ensure successful implementation through detailed project plans.
- Organized regular meetings with clients to discuss current status updates on engagements as well as any changes or additions needed.
- Collaborated with other departments such as sales, marketing, finance, and operations to ensure successful implementation of solutions for customers.
- Analyzed business performance data and forecasted business results for upper management.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Provided regular updates to stakeholders regarding project status and progress towards objectives.
- Analyzed customer feedback and identified areas for improvement in existing implementations or processes.
Strategic Account Manager (Remote)
RealPage/BluTrend
Dallas, TX
01.2013 - 01.2021
- Company Overview: RealPage acquired BluTrend in July 2018
- Responsible for managing 7 multifamily clients, 2 of which were in the Top 10 of the division generating over $3 million in divisional annual revenue
- Worked directly with internal, cross-functional teams to ensure a positive client experience from the start: Sales, Implementations, Customer Success, Legal and Compliance, Software Development, IT, Resident Billing Operations, Financial and Property Account Management, and Submetering
- Assisted with driving expansion of new services by understanding the client's needs and goals
- Conducted annual business reviews (more frequently if needed)
- Provided training on new services, website, and reporting
- Prepared and analyzed monthly performance metrics for client executive team and internal executives
- RealPage acquired BluTrend in July 2018
Strategic Account Manager (Remote)
NWP Services Corporation
Norcross, GA
01.2009 - 01.2013
- Company Overview: NWP acquired Vertex in May 2009
- Responsible for managing a Top 5 client with over 65,000 units, generating over $2.5 million in revenue annually
- Led quarterly client meetings to discuss revenue increasing opportunities
- Responsible for up sale of new services to existing clients generating annual revenue growth of $1.2 million
- Worked as lead on client services team helping coach, mentor and develop Property Service Representatives to ensure property level service satisfaction
- Analyzed and presented monthly portfolio performance
- NWP acquired Vertex in May 2009
Client Relations Director
ENERGY ADVISORY SERVICE
Kennesaw, GA
01.2008 - 01.2009
- Responsible for managing the overall energy needs in the deregulated energy market for 14 multifamily clients
- Primary point of contact for the corporate and community level managers
- Represented and promoted the company at various events and tradeshows in the multifamily and energy industry
- Coordinated and participated in global client conference calls to discuss energy market, Request for Proposal, training and new business services
- Processed and managed utility marketer contracts for multiple marketers across the United States with annual contract value of over $2 million
- Provided client with monthly/quarterly performance reporting and analysis
- Traveled to client area meetings across the United States for trainings and to promote new business services
Director of Portfolio Management
ista NORTH AMERICA
Alpharetta, GA
01.2006 - 01.2008
- Company Overview: ista North America acquired USIEnergy in 2005
- Supervision of 12 Client Relations Managers for Utility Expense Management Department serving 18 clients with over 330,000 apartment units nationwide with monthly utility expenses exceeding $25 million
- Managed the training of the service offerings provided to the clients and their portfolios
- Worked on team to create specifications, implement, and perform UAT testing for new reporting services
- Performed portfolio analysis of main performance indicators to determine areas of improvement to help increase client revenues
- Budgeting and forecasting for Portfolio Management Team
- Worked directly with Sales Department to support Portfolio expansion
- Ista North America acquired USIEnergy in 2005
Director of Operations, Utility Expense Management
01.2004 - 01.2006
- Responsible for the daily operations of the UEM Client Operational Teams which includes Implementation, Outstanding Bills, Data Entry, Bill Audit, Bill Research, Check Reconciliation, VCR/VCRO Maintenance, and Cash Management
- Assisted Vice President of Operations with Budgeting and Forecasting
- Managed expenses to ensure UEM Operations did not exceed budget in the areas of late fees, payroll, and shipping expense
- Assisted with the implementation and maintenance of the Utility Expense Management procedures, establishing KPI's, measurement plan, reporting of KPI's, and initiating improvements in the operations
- Worked directly with Auditors to provide information during SAS70
Billing Operations Manager
USIENERGY
Norcross, GA
01.2001 - 01.2004
- Managed operations for over 260,000 contracted apartments units across the United States which included, Billing Operations, Data Entry, Rates and Customer Service
- Interviewing, hiring, establishing training and coaching for employees; planning, assigning, and directing daily workload; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.Worked with Sales Division to implement new clients and add on services
- Reported daily and monthly team production goals to Vice President of Operations for Billing Division
- Worked with team to migrate billing accounts from an Access billing platform to a SQL billing platform
- Led the UAT testing of the Navitas billing platform
Billing Specialist / Supervisor
USIENERGY
Norcross, GA
01.1999 - 01.2001
- Managed team of billing representatives responsible for billing over 80,000 apartment units monthly
- Assisted with the implementation of additional audit procedures to increase quality
- Established, monitored and reported daily and monthly goals for Billing Representatives and Data Entry
- Reconciled and managed reports for monthly resident billing for accuracy
- Data entry of resident move in/out data and adjustments to resident accounts
Education
Business Administration -
Clayton State College
Morrow, Georgia01.1998
Skills
- Microsoft Office Suite
- MS Dynamics
- MS SharePoint
- Google Docs
- EnergyCap
- UMServer
- Navitas
- SalesForce
- EZ Labor
- HubSpot
- OneSite
- ChurnZero
- Power BI
- Microsoft TEAMS
- Zoom
- ACT
- Business strategies
- Strategic planning
- Customer relations
- Account growth
- Trend forecasting
- Customer satisfaction
- Sales support
- Training and development
- Negotiation
- Work Planning and Prioritization
- Budget management
- Relationship building
Timeline
Senior Account Manager (Remote)
Arcadia
04.2022 - 11.2024
Director of Professional Services (Remote)
Urjanet/Arcadia
01.2021 - 04.2022
Strategic Account Manager (Remote)
RealPage/BluTrend
01.2013 - 01.2021
Strategic Account Manager (Remote)
NWP Services Corporation
01.2009 - 01.2013
Client Relations Director
ENERGY ADVISORY SERVICE
01.2008 - 01.2009
Director of Portfolio Management
ista NORTH AMERICA
01.2006 - 01.2008
Director of Operations, Utility Expense Management
01.2004 - 01.2006
Billing Operations Manager
USIENERGY
01.2001 - 01.2004
Billing Specialist / Supervisor
USIENERGY
01.1999 - 01.2001
Business Administration -
Clayton State College
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