Kelley Love
Boston,MA
Summary
Experienced account management professional with strong track record in client relations, strategic planning, and revenue growth. Known for fostering team collaboration and achieving results, adaptable to changing business needs. Skilled in relationship building, negotiation, and project management. Recognized for reliability, effective communication, and problem-solving abilities.
Overview
12
12
years of professional experience
Work History
Account Manager
Centage
07.2022 - 09.2024
- Developed and maintained strong relationships with over 150 clients to ensure satisfaction and retention
- Served as the primary point of contact for clients, addressing inquiries and resolving issues promptly
- Created and implemented account plans tailored to meet clients’ financial planning and analysis needs
- Conducted Quarterly Business Reviews to assess client satisfaction and identify areas for improvement
- Collaborated with internal teams (sales, consulting, and customer support) to deliver on client expectations and deadlines
- Acted as project manager to ensure timely delivery of services and adherence to client onboarding expectations and deliverables
- Addressed and resolved client issues and concerns promptly and effectively
- Proactively identified potential challenges and develop strategies to mitigate risks
- Negotiated contract terms and renewals to ensure mutually beneficial agreements and securing long-term commitment and fostering ongoing collaboration. help the company maintain a consistent net revenue retention rate of 99% or higher
- Worked closely with finance, marketing and product teams to ensure alignment in delivering FP&A solutions
- Gathered feedback from clients to inform product development and enhancements
- Coordinated training and health checks for clients on product usage and best practices to enhance client understanding of services
- Drove revenue growth by identifying and pursuing upsell and cross-sell opportunities within existing accounts
- Negotiated contract renewals with existing clients, securing long-term commitment and fostering ongoing collaboration.
Sales Development Representative
Centage
12.2021 - 06.2022
- Identified and qualified potential clients through various channels, including LinkedIn, industry conferences, and online lead generation tools
- Utilized CRM software (Salesforce) to manage and track leads effectively
- Conducted 60 outbound cold calls and 500 emails daily to engage potential clients and introduce FP&A services and solutions
- Developed personalized outreach strategies based on client needs and pain points
- Assessed the needs and budget of potential clients to determine their suitability for FP&A solutions
- Conducted initial discovery calls to understand client challenges and requirements
- Scheduled meetings or product demos between qualified leads and account executive.
- Stayed informed about industry trends, competitor offerings, and changes in the FP&A landscape
- Utilized Salesforce to manage sensitive client information and manage accurate sales pipeline
- Consistently exceeded quota of 10 discovery call and 8 product demonstrations scheduled per month
- Developed email sequences and outreach campaigns to keep prospects engaged
- Continuously learned about the company’s FP&A services and solutions to effectively communicate value propositions
- Gathered feedback from prospects to understand their perceptions and improve outreach strategies; shared insights with the sales and marketing teams to refine approaches
Client Service Representative
VCA Hospitals
09.2020 - 12.2021
- Welcomed clients and pets, answered calls, and assist with inquiries
- Fielded over 100 incoming calls per day
- Acted as face and first point of contacts for clients and patients
- Scheduled and confirmed veterinary appointments and surgeries
- Handled check-ins, payments, and paperwork efficiently
- Maintained and updated confidential patient records in Woofware
- Relayed messages and provided necessary patient information to veterinary staff and doctors
- Processed payments, including cash, credit, and insurance claims
- Stayed calm, guided clients, and ensured prompt care in emergencies
- Performed office duties and assist with marketing and reminders such as upcoming vaccinations or check-up reminders
- Adhered to strict Covid-19 safety protocol to ensure protection of staff, clients and patients
Legal Recovery Specialist
CIT Bank Direct Capital
01.2019 - 03.2020
- Managed over 50 delinquent accounts through legal actions, negotiations, and settlements
- Prepared and reviewed demand letters, complaints, and affidavits in compliance with laws
- Processed and recorded all payments received in legal recovery spreadsheet and collaborated with accounting team to ensure accurate data
- Worked with outside legal counsel and agencies to oversee recovery efforts and update stakeholders
- Investigated debtor histories and evaluated risks to guide recovery decisions
- Communicated and negotiated payment arrangements with debtors and legal representatives
- Tracked recovery activities and maintained accurate records using Salesforce
- Analyzed recovery data and prepared reports for management
- Trained junior staff on recovery processes and stayed updated on legal changes
- Addressed client and debtor inquiries professionally, balancing relationships with recovery goals
Pharmacy Technician
CVS Pharmacy
02.2013 - 08.2016
- Assisted in accurately filling prescriptions and verifying details
- Greeted and assisted customers with inquiries on medications and services
- Prepared, labeled, and compounded medications per protocols
- Managed stock levels, expiration dates, and restocking
- Entered prescription orders and patient info in compliance with regulations
- Verified insurance and resolved billing issues with providers
- Advised patients on medication usage, side effects, and adherence
- Ensured pharmacy safety and legal compliance
- Assisted with administrative tasks and performance monitoring
- Handled emergencies and participated in regular pharmacy certification and safety training
- Maintained patient privacy in line with HIPAA regulations
Education
Bachelor of Arts - Sociology & Justice Studies
University of New Hampshire
Durham, NH05.2017
Skills
- Client Relationship Building
- Business Development
- Key Account Management
- Data-driven decision-making
- Revenue Generation
- Account Retention
Timeline
Account Manager
Centage
07.2022 - 09.2024
Sales Development Representative
Centage
12.2021 - 06.2022
Client Service Representative
VCA Hospitals
09.2020 - 12.2021
Legal Recovery Specialist
CIT Bank Direct Capital
01.2019 - 03.2020
Pharmacy Technician
CVS Pharmacy
02.2013 - 08.2016
Bachelor of Arts - Sociology & Justice Studies
University of New Hampshire
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