India Harvey
Little Rock,AR
Summary
Results driven customer service and operations professional with 7+ years of experience supporting sales, managing client accounts, and leading service-focused initiatives. Proven ability to drive customer retention, resolve escalations, and collaborate across teams to meet business goals. Strong background in program management, performance tracking, and process improvement. Recognized for leadership, accountability, and delivering high quality customer experiences.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Direct Sales, Customer Service Coordinator
Vestis
Little Rock, Arkansas, Remote
12.2024 - Current
- Serve as a key liaison between customers, sales teams, and internal departments to ensure seamless service delivery and high customer satisfaction.
- Drive customer retention by proactively addressing concerns, resolving escalations, and ensuring timely follow-up on service requests.
- Manage customer programs from implementation through execution, ensuring alignment with business goals and customer expectations.
- Monitor performance metrics and KPIs to identify trends, improve processes, and support service efficiency.
- Collaborate cross-functionally with sales, operations, and support teams to resolve issues and improve service outcomes.
- Support revenue growth by ensuring accurate order processing, program execution, and alignment with pricing and service commitments.
- Provide guidance and support to team members and partners to ensure consistency in service delivery and customer experience.
- Lead customer facing trainings, meetings and communications to enhance program understanding and engagement.
- Maintain accurate documentation, reporting, and system updates to support operational efficiency.
Contract Specialist
AMN Healthcare
Dallas Texas, Remote
11.2022 - 08.2024
- Managed a portfolio of contracts and agreements with clients, vendors, and partners.
- Negotiated contract terms and pricing with clients and vendors to achieve mutually beneficial agreements.
- Drafted and prepared contract documents, including proposals, agreements, and amendments.
- Maintained accurate records of all contracts and agreements and ensured timely renewal and compliance.
- Collaborated with internal teams to ensure contract alignment with operational capabilities.
Client Account Manager
AMN Healthcare
Dallas Texas, Remote
10.2021 - 11.2022
- Maintain communication with the clients regarding open orders, candidate supply, confirmed clinicians, and contract end dates.
- Establish consultative relationships with facility contacts to identify needs driving future orders, timing of orders, and bill rates. Offer proactive solutions for cross-departmental staffing challenges.
- Managed client relationships, ensuring consistent communication and high levels of customer satisfaction.
- Drove ccount growth through upselling, renewals, and strategic recommendations.
- Analyzed account performance metrics and provided insights to improve outcomes.
- Partnered with cross-functional teams to onboard clients and resolve service challenges.
Patient Account Representative Team Lead
Arkansas Foundation of Medical Care
Little Rock, Arkansas
01.2019 - 08.2021
- Supervised and supported team members to ensure performance goals and service standards were met.
- Provided coaching, feedback, and development to improve team effectiveness.
- Monitored team performance, addressed issues, and ensured timely resolution of customer concerns.
- Managed workflows, deadlines, and team productivity to meet organizational goals.
- Provided communication, education, and promotion of the PCCM program.
- Address any issues or conflicts within the team and work towards resolutions.
- Make decisions that align with team objectives and goals.
- Allocate resources effectively to meet team targets and deadlines.
- Oversee project timelines, milestones, and deliverables to ensure successful completion.
- Follow AFMC, state and federal protocols regarding data confidentiality/security and HIPAA compliance.
Account Sales Representative
PepsiCo
Maumelle, AR
02.2016 - 12.2018
- Managed customer accounts and drove revenue through relationship building and sales strategies.
- Coordinated product delivery, resolved customer concerns, and ensured service satisfaction.
- Tracked sales activity and performance metrics to support business growth.Created reports on account performance metrics and presented them to management staff.
- Developed pricing models for various products and services.
- Provided timely feedback on changing market conditions and competitor activities.
- Responded promptly to customer inquiries regarding product features, benefits, and availability.
- Utilized CRM software to track customer accounts, contacts, orders, invoices.
- Coordinated delivery schedules between customers and logistics personnel.
- Entered client activity and interactions in CRM system for knowledge management and reporting.
- Prepared and delivered appropriate presentations on products and services.
Education
High School Diploma -
Penn Foster High School
Scranton, PA12-2015
Associate of Arts - Business Management
Strayer University, 3.6 GPA
Little Rock, AR10-2026
Skills
- CRM Systems & Data Analysis - Salesforce, Phast, Shiftwise Flex, Textkernel, Open Talent Market
- Customer Retention & Satisfaction
- Team Leadership & Coaching
- Cross-Functional Collaboration
- KPI Tracking & Performance Management
- Account & Program Management
- Conflict Resolution & Escalation Handling
- Contract & Pricing Support
- Time Management & Organization
- Database Administration
Certification
Harvard Manage: Marketing Essentials
References
References available upon request.
Timeline
Direct Sales, Customer Service Coordinator
Vestis
12.2024 - Current
Contract Specialist
AMN Healthcare
11.2022 - 08.2024
Client Account Manager
AMN Healthcare
10.2021 - 11.2022
Patient Account Representative Team Lead
Arkansas Foundation of Medical Care
01.2019 - 08.2021
Account Sales Representative
PepsiCo
02.2016 - 12.2018
High School Diploma -
Penn Foster High School
Associate of Arts - Business Management
Strayer University, 3.6 GPA