Hi, I’m
Isis Pedroza
Director of Account Management
Davenport ,FL
Summary
With a strong desire to excel in my chosen career path, my central focus is on achieving continuous development and success. Thriving in fast-paced environments, I am committed to delivering the highest level of service and convenience. As a friendly and upbeat team player, I bring a dedicated and hardworking attitude to every task. I am always eager to learn and equally enthusiastic about sharing my knowledge with others.
Accomplished Director of Account Management at TSC, adept in leveraging and bilingual communication skills to drive customer satisfaction and account growth. Spearheaded initiatives that enhanced team performance and client retention, demonstrating exceptional leadership and problem-solving abilities. Achieved significant improvements in operational efficiency and customer relationship management, contributing to a positive impact.
Overview
20
years of professional experience
Work History
TSC Miami – Monster Digital
Director of Account Management
05.2021 - Current
Job overview
- Oversaw operations of more than 20 personnel in U.S. and Mexican facilities.
- Streamlined onboarding for new clients.
- Monitored and facilitated end-to-end order processing.
- Reviewed new techniques for accurate data acquisition.
- Provided leadership and coaching for staff by analyzing performance and adapting to customer recommendations.
- Built and maintained solid connections with key client representatives.
- Worked with stakeholders throughout organization to identify opportunities for leveraging company data to drive business solutions and customer value.
- Advocated on behalf of client stakeholders to make changes and introduce initiatives to achieve superior account performance.
- Maintained high client retention rates through collaboration with sales teams.
- Showed unwavering dedication to client's success.
- Maintained business relationship trust through exceptional customer service.
- Analyzed key performance metrics to identify areas for improvement in account management processes and implemented necessary changes for optimization.
- Established a consistent reporting structure to provide clients with regular updates on account performance and progress towards goals.
- Coordinated with various internal departments to align resources for optimal account management and project execution.
- Mentored junior account managers, providing guidance and support to aid their professional growth and success.
- Developed a comprehensive onboarding process to ensure smooth transitions for new clients, reducing churn rate.
- Enhanced client satisfaction by implementing strategic account management processes and fostering long-term relationships.
- Drove timely and successful delivery of service to customer needs and objectives.
- Maintained detailed records of all client interactions, facilitating seamless handoffs between team members when necessary due to staff turnover or other organizational changes.
- Streamlined internal communication for improved efficiency in managing accounts and addressing client needs.
- Expanded revenue opportunities by identifying potential upsells and cross-sells within existing accounts.
- Identified new business opportunities from existing accounts.
- Continuously sought opportunities for process improvement, implementing tools and technologies as needed to enhance efficiency and effectiveness in managing accounts.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Handled concerns of top-tier customers to foster loyalty.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Facilitated clear communication to boost teamwork.
- Enhanced customer satisfaction by efficiently resolving client concerns.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
- Identified plans and resources required to meet project goals and objectives.
- Collaborated with multiple departments to address project challenges.
- Monitored project performance to identify areas of improvement and make adjustments.
- Led collaborative efforts across departments, ensuring seamless progress.
- Delivered comprehensive project status reports to stakeholders and executive management.
- Consistently met deadlines by addressing project challenges effectively.
- Negotiated contracts with vendors and suppliers, securing quality materials at competitive prices for efficient use of resources.
- Mentored junior team members in project management best practices to enhance their skills and contribute to better overall performance.
- Proved successful working within tight deadlines and a fast-paced environment.
- Sustained open lines of communication to foster strong client relationships.
- Improved stakeholder satisfaction with detailed project updates and proactive issue resolution.
- Met deadlines consistently through efficient team collaboration and strategic task management.
- Enhanced team performance with targeted training programs, addressing skill gaps and promoting professional development.
- Achieved significant improvements in project quality by establishing rigorous quality control processes.
- Ensured adherence to industry standards and regulations.
- Led cross-functional teams to successful project completions, improving team cohesion and productivity with effective leadership strategies.
- Optimized inter-team communications, significantly improving project deployment efficiency.
- Ensured projects aligned with strategic objectives, working closely with senior management to refine project goals.
- Elevated project visibility using real-time tracking dashboards.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Ensured clients were informed with consistent project updates.
- Organized discussions for project stakeholders addressing milestones, deadlines and conflicts.
- Communicated progress to leadership.
- Oversaw team to ensure quality targets achieved.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Built strong relationships with key customers, leading to increased loyalty.
- Strategized future growth opportunities based on regular client account reviews.
- Facilitated proper resolution of service issues through teamwork with operational departments.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Increased customer satisfaction through proactive issue resolution and customized solutions.
- Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
- Handled a portfolio of key clients, strengthening relationships.
- Enhanced user interactions by consistently surpassing customer service standards in resolving issues.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Identified improvement opportunities through customer insights.
- Provided consistent support to maintain strong partnerships.
- Facilitated prompt solutions for client concerns.
- Worked with sales and marketing teams to analyze customer feedback.
- Built and sustained strong rapport with major accounts, promoting customer loyalty.
- Directed a team of customer success specialists, offering continuous training.
- Coordinated with product team to address critical customer issues, ensuring timely resolution and maintaining trust.
- Resolved customer issues promptly and effectively through direct action.
- Strengthened bonds among colleagues, driving higher employee satisfaction.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Enhanced customer loyalty through effective problem-solving strategies.
- Demonstrated calmness when dealing with distressed customers.
- Set team priorities, upheld schedules, and tracked performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Played a key role in coordinating and supervising work to achieve higher efficiency.
- Defined clear targets and objectives and communicated to other team members.
- Ensured effective communication of customer demands across departments.
- Ensured high-quality service and adherence to SLAs during support interactions over email, phone, and chat.
TSC Miami – Monster Digital
Senior Account Manager
06.2012 - 12.2021
Job overview
- Manage existing and new client relationships with full understanding and compliance of their particular order specifications and time lines on multimillion accounts
- Answer client questions/concerns via email/phone in a timely manner
- Maintained strict attention to detail and adhered to budgetary constraints.
- Managed department's daily operational tasks.
- Informed director about client challenges.
- Ensured a comprehensive understanding of evolving client requirements.
- Managed the entire workflow for production order processing.
- Process/ship samples and follow up with client(s) on approvals
- Utilized A2000 and Order Tracking System to manage and process orders effectively.
- Assisted in administrative tasks for customer service team.
- Communicate/coordinate the flow of information related to the order specs with various departments including art dept., production depts., shipping dept
- Facilitated partnerships with multiple departments.
- Conduct & coordinate internal & external meetings with clients and team leads
- Communicated clearly with both clients and internal departments.
- Administered system updates and generated reports using various applications.
- Effectively addressed issues and managed responsibilities.
- Successfully led and managed an efficient team.
- Executed tasks efficiently despite challenges.
- Possesses exceptional organizational aptitude.
- Managed workload effectively with strong attention to detail.
- Able to work a flexible schedule with tight deadlines under extreme pressure
- Library – Organize & File – all submits by PO/program for WIP reference and TSC records
- Updates externally from overseas factories – agents and contact persons
- Implemented billing setup in partnership with Finance.
- Troubleshoot – problem solving issues as relates to completion of orders to meet quality and delivery standards
Northern Tool & Equipment
Sales Representative
03.2007 - 11.2010
Job overview
- Placing and shipping orders to freight forwarders, to client’s homes or business, set up of shipping documents and pallets
- Ensured accurate merchandise placement in-store.
- Sales Associate - clients based through walk-ins, overseas, phone and emails, meeting monthly quotas in sales, warranties, and store based credit cards
- Customer Service Representative - assisted clients in any complaints, returns or questions they may have come across
- Cashier - handling cash, credit cards, checks, and traveler’s checks
- Assisted Manager and assistant manager’s in running inventory counts, cycle counts, store setup, leading team, training new employees
- Answering high volume calls
- Handled document distribution to clients overseas and corporate offices efficiently.
- Credit applications, tax exempt forms and purchase order forms
Brandsmart USA
Cashier
06.2006 - 02.2007
Job overview
- Handled sales transactions accurately.
- Handled customer support in a wholesale/retail setting.
Social Service Coordinators
Intake Representative
01.2006 - 06.2006
Job overview
- Responsible for processing and finalizing requests for assistance in health care plan b benefits for senior citizens throughout the United States
- Gathering and processing necessary information needed to guarantee client contracts
- Daily tasks included receiving and placing calls in a call center like atmosphere with inbound & outbound calls ranging from 50-60 per agent daily
- Photo copying, faxing, and scanning
Auto Zone
Customer Service Representative
11.2004 - 01.2006
Job overview
- Responsible for assisting retail and wholesale clients
- Product Placement - store set up, cycle counts
- Processed sales and special orders - handling cash, credit cards, and checks
- Answering high volume inbound calls and placing outbound calls
- Training new employees
- Inserting new clients and tax exemption documents into system
Education
Miami Dade CollegeMiami, FL
Some College
American Senior HighMiami, FL
High School
01.2004
Skills
- Microsoft Word
- Order Tracking System ( OTS )
- PowerPoint
- Outlook
- Customer Service
- Retail Merchandising
- Sales
- Bilingual English and Spanish
- Customer satisfaction
- Brand awareness
- Account growth
- Teamwork and collaboration
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Loyalty
- Team leadership
- Adaptability and flexibility
- Relationship building
- Staff training, development & mentoring
- Self motivation
- Product knowledge
- Customer relationship management
- Staff supervision
- Continuous growth & improvement
References
Available upon request
Awards
Seal Team 6 Award
For being a team that performs at the highest level.
A team that is committed to excellence, growth, and always winning
Timeline
Director of Account Management
TSC Miami – Monster Digital
05.2021 - Current
Senior Account Manager
TSC Miami – Monster Digital
06.2012 - 12.2021
Sales Representative
Northern Tool & Equipment
03.2007 - 11.2010
Cashier
Brandsmart USA
06.2006 - 02.2007
Intake Representative
Social Service Coordinators
01.2006 - 06.2006
Customer Service Representative
Auto Zone
11.2004 - 01.2006
American Senior High
High School
Miami Dade College
Some College
Similar Profiles
HUMA BATOOL SYEDHUMA BATOOL SYED
Senior OCM Consultant & Program Manager at Monster Energy - Digital TransformationSenior OCM Consultant & Program Manager at Monster Energy - Digital Transformation
Ercilia ObandoErcilia Obando
Order Picker at Monster DigitalOrder Picker at Monster Digital
Pantera CarterPantera Carter
Retirement & Separation Administrative Assistant at TSC Norfolk – Detachment Washington D.C.Retirement & Separation Administrative Assistant at TSC Norfolk – Detachment Washington D.C.
Tony RondanTony Rondan
Pharmacy Technician at WalgreensPharmacy Technician at Walgreens
Jose SoteloJose Sotelo
HVAC Apprentice at NAHVAC Apprentice at NA