Jennifer DeSoto
Garland,TX
Summary
Accomplished Program Manager with a proven track record at Empire Today LLC, adept at growing key accounts and enhancing customer experiences. Skilled in strategic planning and interpersonal communication, I excel in transforming challenges into opportunities, achieving continuous improvement, ensuring customer satisfaction and repeat business.
Overview
9
9
years of professional experience
Work History
Strategic Account Manager
Empire Today LLC
10.2023 - Current
- Oversee and Manage between 100-200 projects per month resulting in $380K-$700K in installed revenue.
- Enhance client relationships by consistently delivering strategic insights and tailored solutions.
- Manage a portfolio of key accounts through targeted verticals, ensuring high levels of client satisfaction and retention.
- Identify new business opportunities with existing clients, leading to increased revenue growth.
- Develop customized strategies for each account, resulting in stronger partnerships and improved outcomes.
- Serves as the primary point of contact, fostering strong relationships between internal teams, external clients and end-users.
- Provide exceptional customer service experiences by anticipating needs, offering proactive solutions, and resolving issues quickly when they arise.
- Keep detailed records of daily activities through CRM database.
- Validate account and project details for commercial installations and targeted verticals.
Program Manager, National Accounts
Empire Today LLC
05.2021 - 10.2023
- Managed key accounts for 7 major markets in the Southwest Region.
- Oversaw and Managed between 100-400 projects per Month resulting in $300K-900K in installed revenue.
- Managed, supported and grew business relationships with existing accounts and develop strategies to increase sales and revenue.
- Developed long-lasting relationships with key clients by providing personalized support and identifying opportunities for growth.
- Enhanced customer experiences by promptly resolving issues and proactively addressing potential challenges before they arose.
- Acted as liaison between clients and internal teams to address any concerns or requests throughout the installation process, fostering strong client relationships and repeat business.
- Conducted regular account reviews, assessing performance metrics and implementing necessary changes as needed for continued success.
- Facilitated the onboarding process for new clients, ensuring smooth transitions into the company's portfolio of managed accounts.
- Provided exceptional customer service by addressing and resolving any issues that arose, upholding company reputation for quality and reliability.
- Maintained open lines of communication between internal departments and external contacts, fostering strong working relationships across all parties involved in account management efforts.
- Collaborated with sales representatives to ensure accurate project scope, resulting in smooth installations and satisfied clients.
- Oversaw invoicing processes, guaranteeing accurate billing information is provided to clients while minimizing errors or discrepancies that could impact financial outcomes.
- Reduced outstanding account balances through diligent follow-up on overdue invoices.
- Maintained up-to-date knowledge of products and services offered to customers.
Assistant Store Manager
Aldi Inc.
03.2020 - 05.2021
- Promoted from associate to Manager within 3 months.
- Directed 9-13 employees.
- Ensured superior customer service experience by quickly building rapport, addressing customer issues, demonstrating empathy, then resolving problems in a timely manner.
- Recipient of multiple positive reviews to corporate acknowledging my dedication to excellent customer service.
- Developed and implemented action plans to improve operating results and KPI's.
- Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals.
- Developed loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Ensured store personnel adhere to inventory procedures.
- Maintained proper stock levels through appropriate product ordering (set parameters for standard stock orders and built seasonal custom stock orders).
- Reviewed time slip entries and processed weekly payroll using Workforce Management.
- Scheduled staff to cover peaks and lulls in sales.
- Trained and cross-trained employees.
- Identified individual developmental needs and followed up with appropriate training.
- Processed daily invoices.
Assistant Store Manager
Lowe's Companies Inc.
01.2017 - 01.2018
- Monitored over 30 employees' day-to-day activities and professionally managed any challenges to maintain optimal store performance.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Assisted team members with delivering friendly, knowledgeable service by applying proactive monitoring and corrective action strategies.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
- Performed mandatory audits to ensure compliance in all areas were met.
- Handled administrative tasks efficiently, including scheduling employees, preparing bank deposit and drafting sales reports to keep daily processes running smoothly.
Department Manager Receiving & Delivery
Lowes Companies Inc
10.2015 - 01.2017
- Managed team of 16 employees and oversaw training, schedules and specific work assignments.
- Built talented and valuable team of departmental employees through outstanding mentoring, coaching and teaching skills.
- Managed inbound receiving departments.
- Trained new staff on job duties, company policies and safety procedures for rapid onboarding.
- Created and enforced detailed organization processes to increase quality service standards.
- Kept all documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Supervised delivery staff and general productivity.
- Built lasting relationships with General Contractors for deliveries and repeat business.
- Fielded customer questions and complaints and rectified issues.
- Contacted suppliers and vendors about issues with deliveries or products.
- Worked with vendors to schedule more than 10 daily pickups and over 100 weekly deliveries.
- Scheduled regular equipment and fleet maintenance.
- Planned delivery routes according to traffic, weather and types of delivery.
- Recorded information, shortages and discrepancies to keep records current and accurate.
- Oversaw daily cycle counts and weekly audits.
Education
High School Diploma -
Berkner High School
Richardson, TX05.2008
Skills
- Key account growth
- Territory Management
- Interpersonal Communication
- Strategic Planning
- Goal-Oriented
- Adept multitasker
- Detail-oriented
- Problem-Solving
Timeline
Strategic Account Manager
Empire Today LLC
10.2023 - Current
Program Manager, National Accounts
Empire Today LLC
05.2021 - 10.2023
Assistant Store Manager
Aldi Inc.
03.2020 - 05.2021
Assistant Store Manager
Lowe's Companies Inc.
01.2017 - 01.2018
Department Manager Receiving & Delivery
Lowes Companies Inc
10.2015 - 01.2017
High School Diploma -
Berkner High School