Jenny Rodriguez
Des Plaines,IL
Summary
Results-driven business professional with extensive experience in account development and client management. Adept at crafting strategic initiatives that drive client satisfaction and business growth. Known for strong teamwork and adaptability, ensuring optimal outcomes in dynamic environments with key skills in negotiation and relationship building.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Strategic Account Development Manager
United States Drug Testing Laboratories (USDTL)
Des Plaines, IL
12.2015 - Current
- Conduct business needs analysis and develop appropriate service solutions.
- Identify and develop upsell opportunities to increase revenue within existing accounts.
- Work with established corporate entities to ensure each account is at maximum productivity.
- Acquire new business by converting existing customers through prospecting outbound marketing, lead campaigns and referrals.
- Conduct Client Education as an account resolution and business building activity.
- Contribute to on-going internal best-practice evolution and colleague collaboration.
- Utilize social networking applications, such as LinkedIn to develop multiple contacts within a client.
- Identify ideal customer profile (ICP) accounts for opportunities using both internally developed as well as publicly available information sources.
- Prepare and analyze sales pipeline reports and dashboard in Salesforce (SFDC).
- Review quality metric to ensure clients are properly educated to reduce non-compliance, increase understanding and drive maximum revenue per client.
- Attend conferences, networking events, and trade shows as necessary (approx. 50% travel annually)
- Conduct Teams Meetings, host and moderate ToxTime events, and Virtual Meetings as necessary.
- Maintain relationship with Corporate HQ of clients including: annual visits, design and build presentations, support materials.
Forensic Account Specialist
United States Drug Testing Laboratories (USDTL)
Des Plaines, IL
03.2014 - Current
- Created customized KPIs to track and optimize client performance and strategic outcomes.
- Served as primary point of contact for key accounts, fostering-long term partnership and aligning services and client objectives.
- Collaborated cross-functionally with laboratory and sales team to ensure seamless client service.
- Analyzed client data trends to identify service gaps and recommend testing solutions aligned with their objectives.
- Responded to complex client inquiries with professionalism and technical accuracy, maintaining compliance and industry standards.
- Provided client education and support regarding forensic specimen options (e.g. Fingernail, PEth, Hair) and test recommendation to guide in legal decision‑making.
- Participated in departmental meetings, training sessions and special projects, contributing insights to improve both client communications and laboratory procedures.
Client Services Specialist
United Stated Drug Testing Laboratories (USDTL)
Des Plaines, IL
05.2010 - Current
- Led hiring and training efforts for new client services staff, driving team growth and effectiveness.
- Collaborated with the marketing team to assist in the production and recording of USDTL training and collection videos.
- Developed a comprehensive policy manual covering all systems and training procedures for LIMS operations.
- Provided knowledgeable service and support for all customer needs.
- Maintained detailed records of client interactions, facilitating seamless handoffs between team members when necessary.
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
- Assisted with the development of marketing materials targeting prospective clients, showcasing the value of our company''s services.
- Developed strong relationships with clients, fostering trust and loyalty through consistent communication and personalized service.
- Streamlined internal processes for improved efficiency and timely service delivery to clients.
Receptionist
United States Drug Testing Laboratories (USDTL)
Des Plaines, IL
03.2009 - Current
- Answered, handled, and distributed all incoming calls in a timely and efficient manner.
- Handled difficult clients situations and donor calls with poise an professionalism.
- Greeted and escorted clients, vendors, job applicants, and visitors.
- Scheduled appointments, organized meetings, and coordinated bookings of all appointments for all the conference rooms.
- Created, shipped, and received FedEx/UPS shipments.
- Picked up/sorted mail daily.
- Assembled and maintained information packets for mailing and job application packets.
- Responded to customers' general inquiries, general sample status, and addressed their concerns courteously.
- General office duties, date entry, and filing.
- Stocked and cleaned the break room daily.
- Performed other duties assigned by the Manager of Client Services.
Cashier /Lead Customer Service Advisor
Napleton's Northwestern Chrysler Jeep Dodge Mazda Gmc Pontiac Buick
Chicago, IL
09.2017 - 11.2019
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Implemented strategies to reduce average handling time without compromising on service quality.
- Trained new cashiers on company policies, ensuring consistent quality of service across the team.
- Conducted daily cash audits to ensure accurate financial records and reduce discrepancies.
Sales Associate
Bakers Footwear Group
Norridge, IL
03.2017 - 09.2019
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Education
B.S. Business Administration
National Louis University
Chicago, IL01-2028
Skills
- CRM/Tools: Salesforce (SFDC), Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Client Education: Skilled in delivering complex clinical information to diverse audiences
- Industry Knowledge: Deep understanding of forensic toxicology
- Travel Flexibility: Willing and able to travel
- Collaboration: Proven contributor within cross-functional and high-accountability teams
- Revenue Growth Strategy
- Sales Forecasting and Planning
- Upselling and Cross-Selling tactics
- Strong Client relationship Building
- Customer Lifetime Value Maximization
- Cold-calling and Prospecting
- Account research & segmentation
- Email outreach campaigns
- Customer Centric-Approach
- Time Management
- Strong Communication
- Sales Presentations
- Follow-up Discipline
- Objection Handling
Certification
- The Dale Carnegie Sell Like a Pro Seminar 15SLP1 - 10/17/2014 Oakbrook, IL
- Creative Leadership for Managers, Supervisors and Team Leaders - Fred Pryor Seminar - 5/16/2014 Oakbrook, IL
- Dealing with Difficult People - Fred Pryor Seminars - 8/10/2012 Oakbrook, IL
- The Administrative Assistants Conference - SkillPath workshop - 9/23/2009 Oakbrook, IL
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Cashier /Lead Customer Service Advisor
Napleton's Northwestern Chrysler Jeep Dodge Mazda Gmc Pontiac Buick
09.2017 - 11.2019
Sales Associate
Bakers Footwear Group
03.2017 - 09.2019
Strategic Account Development Manager
United States Drug Testing Laboratories (USDTL)
12.2015 - Current
Forensic Account Specialist
United States Drug Testing Laboratories (USDTL)
03.2014 - Current
Client Services Specialist
United Stated Drug Testing Laboratories (USDTL)
05.2010 - Current
Receptionist
United States Drug Testing Laboratories (USDTL)
03.2009 - Current
B.S. Business Administration
National Louis University