Fiori
Jennifer Lopez
Bilingual Account Management
Orlando,FL
Summary
Resourceful Account Manager with excellent client oversight, issue resolution and relationship-building expertise. Maximized repeat business opportunities and utilized proven prospecting techniques to expand client base.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Account Manager
Drizly
Remote
07.2021 - 03.2023
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Improved delivery operational metrics for the Southeast region from 72% to 80% by utilizing map analysis
- Created and implemented an operational plan to improve voided orders for the region from 9% to 5%
- Collaborated with the retailer integration and catalog team to increase beverage selection in the region by improving linking efforts and beverage availability which ultimately improve the metric by 5%.
- Onboard and train new retailers on the Drizly platform including the application and webpage.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Developed and implemented strategies to increase client retention.
- Monitored and analyzed client feedback to identify opportunities for improvement.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Liaised with marketing and sales teams to develop targeted campaigns.
Credit Controller
Booking Holdings
Remote
11.2020 - 07.2021
- Contributed to the collection of open and overdue invoices from assigned accommodation partners, resulting in a 5% increase in collections metrics
- Devised collection recovery strategies to resolve customer issues and delinquent cases.
- Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales and billing departments.
- Escalated low-performance partners for collections within the given deadline
- Actively handled conversations about billing with accommodations in the region, resolving over 77 unapplied cash balances
- Developed and utilized computerized spreadsheets, programs, and other automated tools for credit analysis
- Monitored and evaluated the performance of accounting and other financial staff
Partner Support Specialist
Booking Holdings
Orlando, FL
02.2019 - 11.2020
- Assisted hotel partners with operational support, collaborating closely with internal departments to facilitate effective communication and problem-solving, ultimately ensuring seamless operations and partner satisfaction
- Researched and identified solutions to technical problems.
- Played an active role in collaborating with departmental leaders to establish organizational goals, strategic plans, and objectives, contributing valuable insights and feedback to drive continuous improvement and growth
- Addressed inquiries pertaining to hotel policies, services, and amenities, delivering accurate and detailed information to partners and resolving occupants' complaints in a timely and satisfactory manner.
- Generated reports to track performance and analyze trends.
- Offered assistance in implementing and developing training programs.
Customer Support Specialist
Booking Holdings
Orlando, FL
01.2017 - 02.2019
- Implemented a robust quality control strategy that resulted in a 7% improvement in consumer support metrics, ensuring exceptional customer service experiences and high customer satisfaction
- Maintained and managed customer files and databases.
- Recorded and maintained detailed records of customer interactions, inquiries, complaints, and actions taken, ensuring accurate documentation for reference and future follow-up
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Led presentations and training sessions on correct procedures for the team, ensuring consistent and standardized customer service practices across the department
- Developed strong customer relationships and loyalty through effective communication, empathy, and personalized support, ensuring long-term customer satisfaction and retention
- Met daily customer service quotas with a strong focus on delivering high-quality interactions and exceeding customer expectations.
Education
Bachelor of Science - Business Administration And Management
Berkeley College
New York, NY 04.2011 - 12.2014
Skills
Strategic PartnershipsTraining & DevelopmentRelationship BuildingData AnalysisTime ManagementStrategic PlanningAccount ManagementClient RelationsMarket Research
Performance tracking proficiency
Report writing experience
Software
SAP
Salesforce
Jira
Microsoft Office Suite
Looker
Slack
Zendesk
Dialpad
Tableau
G-Suite
SQL
Timeline
Account Manager
Drizly
07.2021 - 03.2023
Credit Controller
Booking Holdings
11.2020 - 07.2021
Partner Support Specialist
Booking Holdings
02.2019 - 11.2020
Customer Support Specialist
Booking Holdings
01.2017 - 02.2019
Bachelor of Science - Business Administration And Management
Berkeley College
04.2011 - 12.2014