Johnnie Jackson
Orlando,FL
Summary
Knowledgeable Account Manager with solid background in managing client relationships and delivering tailored solutions. Successfully built and maintained key accounts, driving customer satisfaction and loyalty. Demonstrated excellence in communication and negotiation skills.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Account Relationship Manager
US Equity Advantage
09.2018 - 01.2026
- Job duties require building and maintaining relationships with industry personnel and agents while providing guidance, support and training to dealers on various products.
- This includes tracking a dealer’s metrics and performance. I currently manage between 140-151 Business Managers throughout the US, where I have maintained a new business retention rate of 75% or more for 18 consecutive months.
- Cultivated strong client relationships, enhancing customer satisfaction and loyalty.
- Developed tailored account strategies to address unique client needs and preferences.
- Analyzed client feedback to refine service offerings and improve overall engagement.
- Coordinated cross-functional teams to deliver seamless service solutions for clients.
- Mentored junior staff on best practices in account management and relationship building.
- Tracked account performance metrics regularly, adjusting strategies as needed to optimize results
- Delivered presentations showcasing product features and benefits to prospective clients, closing deals more effectively.
Leasing Consultant Supervisor
GM Financial
12.2017 - 08.2018
- Guided customers through various needs which included but is not limited to: Payment processing, scheduling appointments, and deciphering contracts.
- Worked in an extremely fast-paced and multitasking environment contact center, providing world class customer service to clients, vendors and internal contacts throughout the customer service lifecycle.
- Managed lease agreements and documentation, ensuring compliance with company policies.
- Trained new leasing consultants on best practices and company procedures for optimal performance.
- Increased tenant satisfaction by promptly addressing concerns and resolving issues.
Support Manager
Asurion
12.2015 - 12.2017
- As a manager, I provided a world-class customer service experience for our customers by answering questions and diffusing frustrations for priority escalation cases.
- Build trust with our customers and provide quality results in an efficient manner.
- Applied advanced technical knowledge to provide technical support for programming and equipment issues.
- Answer a wide array of questions and provide education on complex issues, self-resolutions and offer value-added services.
- Developed training programs to enhance team performance and operational knowledge.
- Led initiatives that improved service quality and strengthened customer relationships.
Customer Service Specialist
Houghton Mifflin Harcourt
03.2015 - 12.2016
- Receive customer contacts directly via phone, mail or electronically. Consistently respond to all inquiries in a professional and timely manner.
- Researched and resolved all customer inquiries and requests, adhering to departmental and corporate procedures, guidelines and policies.
- Trained new staff on customer service protocols and system navigation to enhance team efficiency.
- Mentored junior staff, fostering a collaborative environment that improved service quality and team performance.
- Streamlined communication processes between departments, resulting in faster issue resolution and increased customer satisfaction.
Lead Technician
CenturyLink
11.2007 - 11.2012
- Responsible for the supervision of over 35 individuals.
- Maintained operational procedures and other various documents to advance client support and communication for 30+ employees and their respective responsibilities.
- Validated reports of all Data Processing tasks performed by Operators and trained operators on newly released and/or existing data processing applications.
- Performed both transactional and non-transactional data processing tasks for clients on a daily, weekly, or monthly basis. Beta test applications prior to release.
- Trained operators on newly released and/or existing data processing applications.
- Salesman of the year for 2007, 2008 and 2011.
- Developed training materials to support technician onboarding and skill development initiatives.
- Optimized workflow for enhanced productivity by streamlining processes and providing technical guidance to team members.
Directory Assistance Account Manager
Metro One Communications
10.2002 - 10.2007
- Cultivated strong client relationships to enhance customer satisfaction and retention.
- Coordinated cross-functional teams to execute project deliverables on time.
- Mentored junior account managers, promoting professional development and best practices.
- Drove strategic planning sessions to align service offerings with client expectations and industry standards.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
Education
No Degree - Political Science
University of Central Florida
Orlando, FLSkills
- Critical thinking
- Profitability improvement
- Sales management
- B2B sales
- AI
- Crm
- Relationship building and management
- Customer Relationship Management
- Contracts
- Microsoft Powerpoint
- Sales team management
- Presentation Skills
- Team motivation (leadership skill)
- Analysis skills
- Team development
- Contract management
- Organizational skills
- Training
- Technical Support
- Financial services
- Territory management
- Data analytics
- Business Relationship Management
- Salesforce
- Recruiting
- Team management
- Sales negotiation
- Direct sales
- Customer acquisition
- Outside sales
- Microsoft Excel
- Customer service
- Relationship building
- CRM
Certification
Property & Casualty License
Personal Information
- Work Permit: Authorized to work in the US for any employer.
- Visa Status: Authorized to work in the US for any employer.
Timeline
Account Relationship Manager
US Equity Advantage
09.2018 - 01.2026
Leasing Consultant Supervisor
GM Financial
12.2017 - 08.2018
Support Manager
Asurion
12.2015 - 12.2017
Customer Service Specialist
Houghton Mifflin Harcourt
03.2015 - 12.2016
Lead Technician
CenturyLink
11.2007 - 11.2012
Directory Assistance Account Manager
Metro One Communications
10.2002 - 10.2007
No Degree - Political Science
University of Central Florida