Heather Nelson
Summary
Resourceful Account Manager with excellent client oversight, issue resolution, and relationship-building expertise. Maximized repeat business opportunities and utilized proven prospecting techniques to expand client base. High-level sales cycle knowledge and strong collaborative skills leading to optimum outcomes.
Overview
7
7
years of professional experience
Work History
Account Manager
Ibotta
12.2022 - Current
- Work with clients from campaign launch through campaign completion, acting as point-person for optimization suggestions throughout the process.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Developed customized account plans for clients to help them achieve their business goals.
Account Coordinator
Ibotta
09.2021 - 12.2022
- Support sales and account management activities.
- Supported senior account managers in strategic planning initiatives aimed at growing existing accounts or acquiring new business opportunities.
- Streamlined communication between clients and internal teams for seamless project execution.
- Directly communicate with clients to collect assets for all program builds.
- Enhanced client satisfaction by effectively managing multiple projects and ensuring timely delivery.
- Pull data from various analytic programs to create Program Recap shells for Account Managers.
Ibotta Care Operations Supervisor
Ibotta
07.2020 - 09.2021
- Manage a team of between 15-20 direct reports.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Edit and approve payroll for direct reports.
- Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
- Collaborated with cross-functional teams to develop innovative solutions for improving overall business performance.
Ibotta Care Agent/Trust Agent
Ibotta
06.2019 - 07.2020
- Analyze and respond to email inquiries from Ibotta users.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Problem solve accounts by researching and reviewing account information.
- Enhanced customer satisfaction through timely resolution of fraud disputes and thorough investigation processes.
- Progressed from a Tier 1 Agent to a Trust Agent within 7 months.
Administrative Assistant
Wilson Interior Finishes
08.2017 - 06.2019
- Effective email communication with client to book installations, estimate/quote appointments, warranty work
- Submit expense reports for travel, gas, food, etc
- Attend Lunch and Learn presentations and order lunches for all attendees
- Light travel to deliver blueprints, documents and contracts.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
Education
High School Diploma -
Horizon High School
Thornton, CO06.2007
Skills
- Account Management
- Customer Service
- Teamwork and Collaboration
- Client Relations
- Strategic Planning
- Goal-Oriented
- Documentation And Reporting
- Sales Reporting
- Client meetings
- Performance Tracking
Timeline
Account Manager
Ibotta
12.2022 - Current
Account Coordinator
Ibotta
09.2021 - 12.2022
Ibotta Care Operations Supervisor
Ibotta
07.2020 - 09.2021
Ibotta Care Agent/Trust Agent
Ibotta
06.2019 - 07.2020
Administrative Assistant
Wilson Interior Finishes
08.2017 - 06.2019
High School Diploma -
Horizon High School
Similar Profiles
Lindsay LeeLindsay Lee
Fraud Analyst at IbottaFraud Analyst at Ibotta
Stacy MacGown-MoenStacy MacGown-Moen
E-commerce & CPG Customer Care Agent at IbottaE-commerce & CPG Customer Care Agent at Ibotta
Victoria NelsonVictoria Nelson
Campaign Operations Team Manager at IbottaCampaign Operations Team Manager at Ibotta