Keyla Molina
IW Technologies
ELGIN,IL
2
Languages
6
years of professional experience
Experienced account lead with strength in client relationship management, issue resolution, and cross-functional coordination. Skilled in managing customer accounts, inventory, SLAs, and reporting to support strong service delivery and customer satisfaction.
Work History
Account Lead
5 Years 9 Months- Serve as the primary point of contact for assigned customer accounts, maintaining strong business relationships and ensuring a high level of customer satisfaction.
- Manage and monitor customer inventory levels to ensure accuracy, availability, and compliance with customer-specific standards and operational requirements.
- Prepare and conduct monthly Business Review Meetings (MBRs) by gathering, analyzing, and presenting account performance data through professionally developed PowerPoint presentations.
- Oversee daily customer orders to ensure timely processing, fulfillment, and shipment in accordance with established Service Level Agreements (SLAs).
- Ensure account operations and service delivery comply with customer Statements of Work (SOWs), contractual obligations, and established procedures.
- Manage customer emails, inquiries, and requests in a timely and professional manner, providing accurate updates and effective resolution to issues.
- Coordinate customer projects from initiation through completion, ensuring equipment, materials, and requested resources are delivered to designated locations ahead of scheduled installation dates.
- Collaborate with remote dispatch teams, field technicians, and customer contacts to coordinate installation schedules, equipment deliveries, and on-site service requirements.
- Monitor project timelines and shipment statuses, proactively addressing delays, resolving logistical challenges, and communicating updates to stakeholders.
- Serve as a liaison between customers and internal departments, including warehouse, logistics, operations, and technical support, to ensure seamless account coordination.
- Analyze monthly account performance metrics, inventory trends, order volumes, and SLA compliance to identify potential issues and support data-driven business discussions.
- Develop and maintain account reports, tracking documents, and presentations to provide customers with visibility into operational performance and ongoing projects.
- Identify inventory shortages, replenishment requirements, and potential service disruptions, coordinating with internal teams and customers to maintain adequate stock levels.
- Proactively communicate project updates, shipment confirmations, inventory concerns, and operational changes to ensure customer expectations are consistently met.
- Build and maintain cross-functional relationships to improve communication, streamline processes, and support efficient execution of customer requirements.
- Manage multiple customer priorities simultaneously while maintaining organization, accuracy, and adherence to deadlines and service expectations.
Education
High School Diploma
Skills
Account management
Client relationship management
Account oversight
Account servicing
Project management
Documentation and reporting
Issue resolution
Documentation management
Customer service
Customer satisfaction
Client support
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Account Lead
IW Technologies
01.2021 - CurrentRead More
Larkin High School
High School Diploma
Read More