Summary
Overview
Work History
Education
Skills
Timeline
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Hollady Farison

Plano,TX

Summary

Engaging and patient customer service professional with 20+ years of experience responding to all types of customer inquiries. Eager to grow customer loyalty and maintain the highest level of customer service with a growing company. In previous roles-maintained customer retention rate 45% above company average and received 99% positive customer survey results. I have a passion to work in customer service. I am always striving to make sure my customers are always taken care of, extremely satisfied with the service they received, and always making sure all the customer’s needs and wants are always met in a timely manner.

Overview

17
17
years of professional experience

Work History

Account Manager- West Coast

PPAI
Dallas , TX
10.2021 - Current
  • Utilize a consultative sales approach and adapt sales methodology to customer requirement to sell exhibit space, sponsorships and advertising for association media, events, tradeshows and other items as identified.
  • Responsible for achieving maximum revenue results from territory. Maintaining and growing diversified revenue streams while adhering to defined pricing disciplines.
  • Building and nurturing relationships with target decision makers and influencers.
  • Strong coverage of target base, developing new business, ensuring all prospects and leads are contacted and developed in a timely fashion.
  • Master and maintain knowledge of clients’ business, competition and latest industry news and trends.
  • Responsible for adoption of CRM, sales platform and department and company processes.
  • Report back from client engagements, gathering and documenting customer intelligence. Identify and share developing trends.
  • Organize and execute customer visits efficiently.
  • Play an active role in identifying team leads and revenue generating opportunities for the association.
  • Proactive approach to outbound sales and developing a pipeline.

Account Manager

Pacific Northwest, Univar Solutions
Phoenix, AZ
  • Establish Annual sales goals and provide quarterly and year-end results
  • Assist with quarterly product picking and presenting to client
  • Handle all Sub-programs
  • Organize and run site sales
  • Handle all employee and field collection requests
  • Assist with projects
  • Seek out new business and opportunities
  • See the sales order from beginning to end

Senior Account Manager

Sutter’s Mill Specialties
Tempe, AZ
01.2019 - 01.2020
  • Responsible for initial order entry, management of order changes, and order fulfillment coordination
  • Empowered to make decisions on behalf of company in alignment with Univar strategy, guiding principles and customer satisfaction
  • Leads resolution of service issues that directly impact customer order fulfillment
  • Provides positive customer relationships while enhancing customer satisfaction and confidence
  • Suggests additions to sales orders based on customer purchase history, knowledge of vertical markets, and commercial strategy
  • Gathers market intelligence for entry into Salesforce
  • Receives and processes customer purchase orders, verifies & confirms customer orders and delivery expectations
  • Tracks order exceptions and maintains as needed
  • Develops solutions to customer needs/opportunities
  • Establishes communication with appropriate internal
  • Nivar area to ensure timely responses to fulfillment issues
  • Builds and sustains long-term customer partnerships
  • Maintains up-to-date information on customers
  • Coordinates all routine aspects of customer orders, requests, and inquiries
  • Prepares and submits reports as directed
  • Develop a thorough understanding of our customer’s brand image and need and use that knowledge to promote existing product ideas and develop new ones
  • Align with customer's marketing initiatives, to increase sales, brand awareness and brand impression value
  • Develop thorough understanding of existing and new promotional product ideas
  • Identify channels of opportunity with the client and collaborate with internal team to maximize merchandise needs for both ecommerce and custom order opportunities
  • Ensure customer orders/requests are processed in an accurate and timely manner
  • Cultivate business growth opportunities within existing customer base.

University Counselor

Grand Canyon University
Phoenix, AZ
01.2018 - 01.2019
  • Communicates with new and prospective online students via outbound and inbound call contact (3+ hours talk time per day)
  • As a member of a high-performing team, meets performance goals and generates referral activity
  • Guides prospective students through GCU’s admissions processes by clearly communicating program requirements, transfer credits, payment options, time commitment, technology requirements and student support services
  • Introduces new students to the online classroom
  • Works with a team to ensure student success
  • Keeps accurate records of student information observing confidentiality.

New Members Solutions Senior Specialist

USAA
Phoenix, AZ
01.2014 - 01.2018
  • Gathers information and close on product sales for a suite of services and demonstrates advanced skills and knowledge of USAA products and benefits
  • Identifies member’s events to provide integrated solutions on products and close on product sales that meet the member’s needs and facilitate the member’s financial security
  • Empathizes with members and provide complex and/or integrated solutions to make it easy for members to acquire a USAA product
  • Assigned complex work assignments
  • Collaborates with team members to resolve issues and identify appropriate issues for escalation
  • Proficient in identifying member’s insurance needs and recommend solutions and products to ensure their financial security
  • Skilled in professionally assisting member’s questions, concerns and/or complaints to retain their business
  • Proven customer service skills and demonstrated ability to ask open-ended questions to properly identify and match USAA products to meet their needs
  • Achievement of sales goals while respecting each member and their individual requirements and life events
  • Ability to extend a personal rapport and exceed member expectations via phone conversations
  • Completed training in Auto Insurance, Renter’s Insurance, Valuable Personal Property Insurance, and I am currently in the process of being trained in upscale properties.

Account Manager

Monitronics International, Pacific Northwest
Dallas, TX
01.2009 - 01.2014
  • Trained new dealers on proprietary systems
  • Assisted dealers in increasing sales and maintaining their customer base
  • Maintained written correspondence with business owners
  • Monitored dealer sales and other performance criteria
  • Solved problems with alarm business owners
  • Assisted internal team members with account problems

Education

Bachelor of Elementary Education -

Grand Canyon University
01.2014

Skills

  • Account management
  • Selling advertising
  • Strategic outreach
  • Customer relationships
  • Sales force training
  • Business development
  • Sales development
  • Sales Forecasting
  • Customer training
  • Acquiring new customers
  • Issue resolution
  • Regional accounts
  • Customer Service
  • Excellent communication skills
  • Order processing
  • CRM
  • Project Management

Timeline

Account Manager- West Coast

PPAI
10.2021 - Current

Senior Account Manager

Sutter’s Mill Specialties
01.2019 - 01.2020

University Counselor

Grand Canyon University
01.2018 - 01.2019

New Members Solutions Senior Specialist

USAA
01.2014 - 01.2018

Account Manager

Monitronics International, Pacific Northwest
01.2009 - 01.2014

Account Manager

Pacific Northwest, Univar Solutions

Bachelor of Elementary Education -

Grand Canyon University

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Hollady Farison