Francesca Smith
Miami,FL
Summary
Professional client relationship/sales and expert with proven track record of driving sales, client satisfaction, and business growth. Skilled in communication, analytics, problem-solving, and fostering long-term partnerships. Demonstrated ability to build trust and loyalty based on delivering exceptional service. Reputation for integrity and reliability.
Overview
21
21
years of professional experience
Work History
Client Relationship Manager
PBN, LLC.
02.2015 - Current
- Efficiently handled incoming calls, emails, and tickets, supporting customer needs.
- Assisted customers with opening accounts, technical issues, and signing up for new services.
- Made customers aware of current and new programs and services.
- Strengthened client relationships by providing personalized service and understanding individual needs.
- Increased client retention rates through proactive communication and tailored solutions.
- Created customer support strategies to increase sales and customer retention.
- Created language templates for team use, improving customer outreach and company messaging.
- Successfully handled conflict resolution and escalation.
Sabbatical
Self-employed
08.2014 - 02.2015
Director of Sales and Marketing
Florida's Island Coast
06.2012 - 08.2014
- Developed comprehensive sales plans for business growth, resulting in significant market share expansion.
- Analyzed industry trends and competitor activities to inform strategic decision-making and maintain a competitive edge.
- Conducted market research to identify potential areas of growth for future product development initiatives.
- Established new distribution channels, expanding the company''s reach into untapped markets.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Cultivated and maintained strategic alliances with key partners and vendors.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Managed accounts to retain existing relationships and grow share of business.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
- Analyzed sales and marketing data for improved strategies.
District Manager
Divisions Maintenance Group
06.2010 - 02.2011
- Ensured compliance with company policies and county/state regulations by conducting regular inspections at each location within the district while maintaining high standards of quality
- Achieved consistent revenue growth by identifying new business opportunities
- Collaborated with senior management on strategic planning initiatives aimed at maximizing profitability
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Regional Account Manager
Venere
02.2008 - 05.2009
- Established strong client relationships through regular communication, attentive service, and prompt issue resolution.
- Achieved regional sales targets by developing strategic plans and executing effective account management practices.
- Conducted comprehensive market analysis to identify trends, competitor activities, and potential areas of improvement.
- Delivered engaging presentations showcasing product offerings tailored to individual client needs, ultimately driving sales growth.
- Provided exceptional customer service, leading to increased client retention rates and long-term partnerships.
Director of Sales & Marketing, Later GM
Waterfront LLC.
10.2004 - 06.2007
- Oversaw the hotel’s yearly business and marketing plans.
- Maximized the hotel’s revenue among market segments.
- Managed online revenue, individual and group sales.
- Frequently exceeded projected sales goals by developing and implementing strategic plans.
- Increased online revenue (up to 600 per cent for specific channels) and hotel-generated sales.
- Established targets, sales staff training and supervision, and determined advertising placements and strategies.
- Enhanced customer satisfaction levels.
Education
Foundations of UX Design Certification - UX Design
Coursera
Los Altos, CA08-2023
Action Based Leadership/Management Program
Cornelyn Mannor
Wales, Great Britain09-1987
BBA - Engl./American Business Studies/Foreign Language
Kaufm. Berufskolleg I & II, Loerrach/Freiburg I. B
Germany07-1986
Skills
- Tourism/Leisure experience
- Client Relationship Management
- Sales, exceeding KPI metrics
- Persuasive communication
- Negotiation
- Upselling and cross-selling
- Customer liaison
- Objection handling
- Closing techniques
- Advanced computer skills
Timeline
Client Relationship Manager
PBN, LLC.
02.2015 - Current
Sabbatical
Self-employed
08.2014 - 02.2015
Director of Sales and Marketing
Florida's Island Coast
06.2012 - 08.2014
District Manager
Divisions Maintenance Group
06.2010 - 02.2011
Regional Account Manager
Venere
02.2008 - 05.2009
Director of Sales & Marketing, Later GM
Waterfront LLC.
10.2004 - 06.2007
Foundations of UX Design Certification - UX Design
Coursera
Action Based Leadership/Management Program
Cornelyn Mannor
BBA - Engl./American Business Studies/Foreign Language
Kaufm. Berufskolleg I & II, Loerrach/Freiburg I. B
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