Summary
Overview
Work History
Education
Skills
Websites
Personal Information
In Their Own Words
Timeline
BusinessAnalyst
Janice Renfro

Janice Renfro

Hayward,CA

Summary

Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

13
13
years of professional experience

Work History

Account Manager

TortExperts Mass Tort Litigation
04.2023 - 07.2023
  • Manage client relationships; assessed campaigns to meet expectations of both client and company profit margins
  • Responsible for building strong relationships with clients and provide confidence as trusted advisor
  • Participate in analysis of marketing campaigns and consistently identify and present additional growth opportunities
  • Consistently collaborated with various internal departments, executive team and external partners in order to complete campaign integrations
  • Provide daily reporting to clients and upper management, including recommendations for continuous marketing efforts and identifying revenue opportunities.

Wealth Management Client Associate

Merrill
12.2021 - 03.2023
  • Performed clerical tasks to support up to 5 financial advisors in providing wealth management advice to high net-worth clients
  • Handled client inquiries relating to investments
  • Assisting financial advisors in preserving and generating wealth on behalf of their clients.
  • Developed and maintained strong relationships with clients to maximize satisfaction
  • Informed clients of strategies for reducing debt and maximizing savings

Manager of Customer Success

Martindale Nolo
11.2017 - 09.2021
  • Led team of Account Managers and Junior Account Managers located in both Pleasanton, CA and Chicago, Il responsible over 2000 accounts with team average retention rate of 92%
  • Monitored metrics and developed actionable insights to improve efficiency and performance
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues
  • Analyzed customer data to identify trends and develop strategies to improve customer success metrics
  • Collaborated with sales and product teams to address customer success objectives
  • Established strong relationships with key customers, resulting in increased customer loyalty
  • Utilized customer feedback to inform changes and improvements to customer success plans.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service
  • Utilized customer feedback to inform changes and improvements to customer success plans
  • Created customer support strategies to increase customer retention

Account Manager

Give Something Back
11.2010 - 01.2015
  • Overall average of 105% of quota with 30.50% average gross profit
    Successfully increased top 20% of account base by average of 350%
    Successfully increased overall gross profit percentage of territory year over year
  • Responsible for retaining, maximizing and acquiring customer businesses within South Bay territory
  • Customize office supply/office furniture and janitorial and break room procurement programs that exceed expectations of client base
  • Increase revenue, gross profit, and overall contributions that is then poured back to community annually.
  • Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms
  • Evaluated client needs and developed tailored solutions to increase positive customer ratings
  • Reviewed and mitigated discrepancies to increase sales, reduce costs and streamline processes
  • Identified key entry points to enhance market penetration and maximize returns
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor

Education

Chabot College
Hayward, CA

Skills

  • Process improvement
  • Decision making
  • Staff development
  • Performance management
  • Contract negotiation
  • Team leadership
  • Goal setting
  • Client retention
  • Cross-functional collaboration
  • Conflict resolution
  • Organizational skills
  • Data Analytics
  • Client Relationship Management

Personal Information

Title: Customer Success Manager

In Their Own Words

I'm happy to provide references upon request.  This is a look back on some of the positive responses to various positions I've held over the years.  I think what has been said in the moment, and in their own words, provides an additional window into the person I hope you will consider for your open position.


"Janice Saunders (Renfro) was formerly a successful Enterprise Rep. Her good nature, tenacity and creative problem solving nature landed her an offer to become a Commercial Sales Rep in 2005.Little did she know she was in for the challenge of her OP Career. Janice has formerly worked at BT Office Products and Corporate Express, and then with BT again as they merged with CE, moved the distribution center – you name it, it changed! She was tenaciously successful and very well known for experience as a Customer Rep waaay back, as well as working the intense administration of National Accounts when the concept in OP was still “new”.  I know this because I worked with her there. She lured me into Commercial as well and now we are a BDE(me) BRM(her) team in the San Francisco Bay Area.

Janice is 110% dedicated to allowing her clients to drive her business, and it has allowed her to uncover opportunity after opportunity in the least likely places, also known as “Commercial Accounts”. Janice sells VALUE ADD all the time and for a margin that keeps the company happy and the client coming back for more. Her work ethic is fabulous, but her flexibility and reliability are what demonstrate that she “lives the brand” today.

Its my pleasure and privilege to work with such a seasoned and delightfully collaborative sales professional like Janice Saunders (Renfro), and as we face the new mesh of the BDE/BRM roles there is no one I would rather partner with than her because of this. Dedicated to the task of finding and creating BEST PRACTICES that benefit the client, the company and of course, the sales rep." 

- former coworker Colleen Standley


"Janice continually networks to find new opportunities, such as attending larger Chamber functions; networking with very successful reps in other, similarly structured “service” industries such as ours (breakfast lead sharing clubs, etc.) plus Janice has a great working relationship with our Furniture Specialists – working together to ensure success.  Janice also continually works to learn, learning about new products and techniques that really allow her to offer very unique and valuable products and services to her accounts."

- former manager Scott Hrudicka


"Please help me congratulate Janice on her 5th anniversary. Janice started with us back in 2015 as an Account Manager. Her hard work and dedication led to a promotion to Sr. Account Manager and then another promotion to manage the whole department. Thanks for all that you do Janice!"

-former VP of Sales and Operations Chelsey Langan



Timeline

Account Manager

TortExperts Mass Tort Litigation
04.2023 - 07.2023

Wealth Management Client Associate

Merrill
12.2021 - 03.2023

Manager of Customer Success

Martindale Nolo
11.2017 - 09.2021

Account Manager

Give Something Back
11.2010 - 01.2015

Chabot College
Janice Renfro