Heather Howard
Chesapeake,VA
Summary
Results-driven professional with comprehensive experience in account management, focusing on building strong client relationships and driving business growth. Adept at negotiating contracts, resolving client issues, and aligning services with client needs. Proven success in fostering team collaboration and adapting to dynamic environments, showcasing excellent communication and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Account Manager
Blast One International
Portsmouth, VA
10.2023 - Current
- Managed client accounts to ensure satisfaction and retention through proactive communication.
- Analyzed client needs and tailored solutions to drive engagement and maximize value delivered.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Actively participated in networking events within the industry, expanding professional connections and generating leads.
Technical Service Representative
Ferguson Enterprises
01.2019 - 10.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Assisted in implementing and developing training programs.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched product and issue resolution tactics to address customer concerns.
- Helped streamline repair processes and update procedures for support action consistency.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Researched product's technical specifications and accurately communicated information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Researched product's technical specifications and accurately communicated information.
- Account Management
- Component Replacements
- Staff Training
- Customer Service Expertise
- Technical Issues Analysis
- Training Material Development
- Technical Documents Comprehension
- Salesforce and CRM
- MS Office 2003+, Outlook, Windows XP/Vista/7
- Typing speed of 70 WPM
Server/Bartender
Olive Garden
11.2018 - 01.2021
- Collected credit card, cash and gift certificate payments from customers and made proper change for cash transactions.
- Trained incoming staff on restaurant's practices, culture and procedures to maximize job satisfaction and productivity.
- Replenished drink items and other supplies, which included alcohol products and fresh fruit to keep bar well-stocked during busy periods.
- Memorized restaurant wine stock and appropriate entree pairings, driving daily wine sales averaging $250.
- Enhanced operational efficiency by using slow periods to restock employee and customer supplies, including drink mixers, glassware, wine and beer, as well as bar utensils.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Organizational Skills
- Staff Training
- Customer Service Expertise
Director of Business Development and Marketing
Twist Martini and Associates
01.2015 - 10.2018
- Collaborating closely with category managers to identify emerging sales trends and strategically execute brand initiatives, driving top-line revenue growth.
- Identify comprehensive market research to identify untapped opportunities and target markets, enabling the company to capitalize on new areas of potential growth.
- Implementing effective business strategies and launching innovative products to diversify the company's offerings, successfully attracting, and capturing new customers.
- Actively maintaining and enhancing the company's reputation and positive image in the markets served, ensuring a strong and favorable presence within the industry.
- Customer Service Expertise
- MS Office 2003+, Outlook, Windows XP/Vista/7
- Typing speed of 70 WPM
- Account Management
- Organizational Skills
Education
High School Diploma -
Churchland High School
Portsmouth, VA06-2010
Skills
- Account Management
- Customer Service Expertise
- Salesforce and CRM
- Client rapport
- Sales reporting
- MS Office 2003, Outlook, Windows XP/Vista/7
- Account management
- Relationship building and management
- Sales development
- Networking skills
Timeline
Account Manager
Blast One International
10.2023 - Current
Technical Service Representative
Ferguson Enterprises
01.2019 - 10.2023
Server/Bartender
Olive Garden
11.2018 - 01.2021
Director of Business Development and Marketing
Twist Martini and Associates
01.2015 - 10.2018
High School Diploma -
Churchland High School