Summary
Overview
Work History
Education
Skills
Timeline
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Kelly Goodwin

Odessa,Texas

Summary

Experienced with client relationship management, enhancing customer satisfaction through personalized service and strategic account planning. Utilizes negotiation and conflict resolution skills to maintain and renew client contracts, ensuring alignment with business objectives. Track record of leveraging analytical insights to drive client retention and business development.

Overview

18
18
years of professional experience

Work History

Operations Manager

Classic Crane and Transport
03.2025 - 04.2025
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.

Account Manager

Circle 8 Crane Services
03.2024 - 03.2025
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Collaborated with sales team to identify potential upsell opportunities and expand client base.
  • Actively participated in networking events within the industry, expanding professional connections and generating leads.
  • Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
  • Identified at-risk accounts through diligent monitoring and analysis, implementing retention strategies to prevent churn.
  • Negotiated contracts with focus on maximizing profit and ensuring client satisfaction.
  • Raised branch revenue approximately $3000,000.00 per month with limited resources

Account Manager

Sterling Crane
07.2019 - 02.2024
  • ,Negotiated contract terms with clients, securing favorable agreements for both parties.
  • Conducted regular account reviews to identify areas for improvement and ensure continued success.
  • Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
  • Drove revenue growth by identifying new business opportunities within existing accounts.
  • Increased upsell opportunities with strategic account reviews, identifying and addressing client needs.
  • Established long-term customer relationships to enhance client loyalty and satisfaction.
  • Optimized account allocation among team members to ensure balanced workload and focus on high-priority clients.
  • Built relationships with customers and community to promote long term business growth.
  • Handled all areas of different projects to include but not limited to bidding the project, sizing of the equipment lift plans and logistics, from single crane projects to 12 crane projects.

Branch Manager

Sterling Crane
03.2015 - 07.2019
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
  • Maintained friendly and professional customer interactions.
  • Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
  • Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
  • Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
  • Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
  • Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
  • Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
  • Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
  • Consulted customers to boost product sales and services.
  • Oversaw daily branch operations, ensuring compliance with regulatory standards and maintaining operational integrity.
  • Conducted regular financial reviews and audits, identifying and resolving discrepancies promptly.
  • Negotiated with vendors to secure cost-effective solutions for branch operations, significantly lowering overhead costs.
  • Enhanced branch visibility and market presence by orchestrating community engagement initiatives.
  • Started the green field branch with 1 crane and rigger, grew it in a year to over 20 cranes and 17 employees

Certified Crane Operator

Sterling Crane
12.2010 - 03.2015
  • Performed daily safety checks to achieve safe operating condition of equipment.
  • Increased performance by safely and efficiently operating heavy machinery and equipment.
  • Positioned cranes in response to hand signals and observed load hookup to determine safe load capacities.
  • Operated mobile crane and moved materials to various locations to meet job schedule demands.
  • Collaborated effectively with other team members to complete complex lifting tasks safely and efficiently.
  • Contributed to project cost savings by efficiently planning and executing lifts with minimal disruption to other activities onsite.

Branch Account Manager

Dawn Trucking
05.2007 - 11.2010
  • Streamlined account management processes for improved efficiency and productivity.
  • Delivered exceptional customer service by proactively identifying and addressing client needs.
  • Assisted in developing branch budgets by analyzing historical data and forecasting future revenues/expenses based on current market conditions and company strategy.
  • Mentored junior staff members, contributing to their professional development and enhancing overall team performance.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Controlled costs to keep business operating within budget and increase profits.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
  • Negotiated favorable terms with suppliers, cutting operational costs while maintaining quality of service.
  • Developed and executed marketing strategies that effectively communicated brand values, increasing brand recognition.
  • Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
  • Established team priorities, maintained schedules and monitored performance.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Established a green field branch with 35 employees 20 prime movers and 3 cranes

Education

General Studies

Bloomfield High School
Bloomfield, NM
05-1984

Skills

  • Problem-solving
  • Customer service
  • Client relations
  • Customer satisfaction
  • Relationship building
  • Strategic planning
  • Customer relationships
  • Sales development
  • Project management

Timeline

Operations Manager

Classic Crane and Transport
03.2025 - 04.2025

Account Manager

Circle 8 Crane Services
03.2024 - 03.2025

Account Manager

Sterling Crane
07.2019 - 02.2024

Branch Manager

Sterling Crane
03.2015 - 07.2019

Certified Crane Operator

Sterling Crane
12.2010 - 03.2015

Branch Account Manager

Dawn Trucking
05.2007 - 11.2010

General Studies

Bloomfield High School

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