Hilary McCarthy
Hubbard
Summary
A seasoned Account Manager Supervisor at Sodexo Roth, I excel in fostering robust customer relationships and driving satisfaction through strategic relationship management and effective communication. My leadership has consistently surpassed sales targets and enhanced team efficiency, showcasing my goal-oriented approach and client relationship-building expertise.
Overview
11
11
years of professional experience
Work History
Account Manager Supervisor
Sodexo Roth
06.2014 - Current
- Developed strong relationships with clients, leading to increased repeat business and referrals.
- Improved profit margins by renegotiating contracts with vendors, resulting in cost savings without sacrificing quality.
- Ensured smooth transitions during onboarding processes for new clients by carefully managing expectations and timelines.
- Negotiated contract terms with clients, securing mutually beneficial agreements for both parties.
- Influenced product development decisions by sharing valuable customer feedback with relevant departments.
- Managed multiple high-value accounts, ensuring timely delivery of services and products.
- Strengthened partnerships within the industry by attending networking events, conferences, trade shows promoting brand visibility.
- Provided exceptional customer service by anticipating client needs and offering tailored solutions.
- Organized quarterly business reviews to evaluate account performance and implement necessary adjustments.
- Consistently met or exceeded sales targets through diligent monitoring of KPIs and proactive client engagement.
- Conducted regular account reviews to identify upselling opportunities and areas for improvement.
- Coached junior account managers, resulting in improved performance and skill development.
- Increased client satisfaction by promptly addressing concerns and providing personalized solutions.
- Led monthly team meetings to review progress, share best practices, and set goals for ongoing success.
- Streamlined communication between internal teams for better collaboration and project execution.
- Reduced churn rates through attentive relationship management strategies aimed at reinforcing trust among key stakeholders.
- Collaborated with cross-functional teams to develop effective strategies for client retention and growth.
- Implemented process improvements that enhanced the efficiency of the account management team.
- Built relationships with customers and community to establish long-term business growth.
- Resolved complex client issues, maintaining a high level of customer satisfaction during challenging situations.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Managed accounts to retain existing relationships and grow share of business.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Delivered recommendations to long-term accounts to promote brand awareness to key audience.
Work Order Coordinator
Sodexo Roth
01.2014 - 01.2021
- Clearly and professionally answers incoming service call requests from customers via telephone, email, and various systems.
- Utilizes multiple systems to access, change, or input information regarding service requests and other issues.
- Responds to work requests from Clients via notes, emails, phone calls and systems.
- Oversees the progress of work orders from inception to completion.
- Dispatches service calls to subcontractors according to procedure and turnaround time standard.
- Coordinates and manages visits, repairs, and inspections for vendors’ sites nationwide.
- Tracks the status of open work orders.
- Updates customer contacts, customer websites, and site managers via phone and/or email with continuous real-time work order information.
- Assists technicians by checking them in and out of sites, approves Not to Exceed increases, secures Estimated Times of Arrival, confirms dispatches, and assists technicians to gain site access.
- Coordinates, schedules, and verifies completion of client-specific special projects.
- Identifies and escalates priority issues in a prompt and timely manner.
- Assists in the collection and review of billing requirement documents from vendors.
- Follows up on and documents customer work orders and quote approvals, subcontractor ETAs, and parts arrivals.
- Ensures the service delivered to clients is timely and of the highest quality.
- Researches and resolves issues using available resources.
- Communicates and coordinates with internal departments.
- Understands and executes procedures accurately by time of day with prioritization.
- Generates and accesses databases and reports as deemed necessary by management.
- With management approval, can be selected as mentor/trainer for new associates.
- Forwards calls, as appropriate, to other members of the staff in other departments.
- Recommends process improvements.
Education
GED -
Williamsport Area High School
Williamsport, PA09-2001
Skills
- Customer service
- Goal oriented
- Customer satisfaction
- Customer relationships
- Verbal and written communication
- Client relationship building
- Relationship building and management
- Relationship building
- Client relations
- Staff management
Timeline
Account Manager Supervisor
Sodexo Roth
06.2014 - Current
Work Order Coordinator
Sodexo Roth
01.2014 - 01.2021
GED -
Williamsport Area High School
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