Summary
Overview
Work History
Education
Skills
Timeline
Generic

FRANKIE RUSSELL

COLUMBUS,UNITED STATES

Summary

Experienced and high-performing account manager with a strong foundation in customer success, strategic retention, and account expansion. I thrive on building long term, trust-driven relationships with clients by proactively identifying growth opportunities, navigating complex needs, and delivering technology solutions that make a measurable impact. With a diverse background across industries, I bring a unique lens to problem-solving and communication, helping me anticipate needs, diffuse concerns, and build customer loyalty.

Overview

9
9
years of professional experience

Work History

Pharmacy Account Manager

ScriptDrop
Columbus, United States
11.2020 - Current
  • Successfully managed and expanded strategic relationships with 6 of the top 10 retail pharmacy chains and 5 of the top 10 health systems
  • Designed a high-touch, consultative engagement model with customers that increased satisfaction and renewal rates to >90%
  • Led cross-functional initiatives that improved client retention and enhanced NPS scores to 90
  • Resolved customer concerns by investigating issues, developing solutions, preparing weekly and monthly reports, and making recommendations to c-suite executives
  • Scheduled and managed Client Business Reviews and led strategic discussions at reviews for continued growth of the account
  • Collaborated with Executives to develop and accomplish goals based on strategic plans
  • Oversaw onboarding and implementation to ensure successful launch and adoption of services
  • Developed and managed long-standing relationships with 30+ accounts as the main point of contact for client issues and requests

Hair and Makeup Artist

Rendezvous Hair Salon
Columbus, United States
01.2018 - 11.2020
  • Built a loyal client based through personalized consultations, exceptional service, and consistent follow-up
  • Designed individual care plans based on client needs and preferences
  • Promoted and educated clients on products and services based on their hair type and treatment plans, regularly surpassing sales goals
  • Leveraged referral programs and online marketing to increase client traffic and brand awareness
  • Maintained strict adherence to hygiene, OSHA, and state board regulations
  • Consulted with clients to understand their goals and explained complex processes in simple, reassuring language
  • Managed client bookings, reduced downtime, and ensured efficient scheduling
  • Handled client feedback and concerns with professionalism and discretion

Assistant Manager

Kona Grill, Inc.
Columbus, United States
06.2016 - 06.2019
  • Held daily and monthly meetings to ensure improvements across all members of restaurant staff
  • Managed applicant screening processes and onboarding of new team members
  • Executed day-to-day administration of direct reports including leave management, workforce management, and scheduling
  • Handled customer complaints and staff disputes with professionalism, achieving timely and amicable resolution
  • Generated financial reports, tracked KPIs, and recommend operational changes based upon data
  • Effectively balanced daily operations, staff management, and customer interactions in a fast-faced environment
  • Monitored customer flow, peak times, and sales data to optimize labor and inventory

Education

Some College (No Degree) - Business Entrepreneurship

Columbus State Community College
Columbus, OH

Skills

  • Healthcare and pharmacy industry expertise
  • Client relationship management
  • B2B sales
  • Business development
  • Strategic partnerships
  • Sales pipeline management
  • Revenue forecasting
  • Contract negotiation
  • Contract renewal
  • Executive-level communication
  • Cross-functional collaboration
  • Conflict resolution
  • Expectation management
  • Data analysis
  • Reporting
  • High-touch client engagement
  • Ability to work independently
  • Manage multiple priorities
  • Solve complex problems
  • Handle sensitive information
  • Discretion
  • Passion for helping others
  • Attention to detail
  • Build trust
  • Communicate effectively
  • Strong attention to detail
  • Follow through
  • Proactive
  • Organized
  • Creating a positive client experience
  • Proficiency with CRM tools

Timeline

Pharmacy Account Manager

ScriptDrop
11.2020 - Current

Hair and Makeup Artist

Rendezvous Hair Salon
01.2018 - 11.2020

Assistant Manager

Kona Grill, Inc.
06.2016 - 06.2019

Some College (No Degree) - Business Entrepreneurship

Columbus State Community College

Similar Profiles

CREATE PROFILE
FRANKIE RUSSELL