Katy Pemsl
Glendale Heights,IL
Summary
Experienced account management professional with proven track record in fostering client relationships and managing complex accounts.
Expertise within strategic planning, client communication, and problem-solving.
Proficient in customer satisfaction through process improvements and proactively identifying efficiency opportunities.
Driver of operational excellence and fostering collaborative engagement including internal and external partners.
Overview
20
20
years of professional experience
Work History
Account Manager
American Customer Care
08.2010 - Current
- Responsible for cultivating, maintaining, and growing the strategic relationship of a Fortune 500 client.
- Develop and implement tactical plans to enhance client relationships with their customer base and internal employees.
- Continuous stakeholder engagement from project conception, drawing upon departmental subject matter experts to facilitate a successful launch.
- Analyze performance, quality, and service metrics, identifying opportunities for process improvements.
- Offer solutions based proposals, including issue identification, resolution framework, execution, and follow-up ensuring effectiveness.
- Defining and oversight of scopes, goals, and deliverables.
Operations Manager | Supervisor | Trainer
American Customer Care
08.2005 - 08.2010
- Led operational strategies to enhance customer satisfaction and improve service delivery standards.
- Managed team performance through effective coaching, training, and mentorship initiatives.
- Developed and implemented process improvements that streamlined workflow efficiency.
- Oversaw daily operations, ensuring compliance with company policies; including hiring and onboarding processes to ensure a skilled workforce capable of meeting defined objectives.
- Facilitated reoccurring cross-functional department meetings to promote communication, share best practices, and promoting a collaborative environment.
- Increased employee productivity by providing comprehensive training programs and fostering a supportive work environment.
Education
Bachelor of Arts - Majors: English | Sociology _ Minor: Philosophy
University of Dubuque
Dubuque, IA06-2005
Skills
- Client relationship management
- Documentation and reporting
- Operations
- Strategic planning
- Customer needs assessment
- CRM systems
- Employee mentoring
- Customer service
- Account management
- Teamwork and collaboration
Timeline
Account Manager
American Customer Care
08.2010 - Current
Operations Manager | Supervisor | Trainer
American Customer Care
08.2005 - 08.2010
Bachelor of Arts - Majors: English | Sociology _ Minor: Philosophy
University of Dubuque