Lauren Frank
Louisville,KY
Summary
Results-driven professional with extensive expertise in managing client portfolios and delivering customized solutions. Recognized for collaborating effectively with teams and maintaining high standards of performance to achieve significant outcomes. Skilled in strategic planning and relationship management, with flexible approach to adapting to changing business needs.
Overview
18
18
years of professional experience
Work History
Strategic Account Manager
Verisys
03.2021 - 03.2025
- Responsible for overseeing and managing 12 accounts as the main point of contact.
- Maintained over $2 million worth of current business while also generating additional revenue.
- Implemented key account customer relationship strategy, resulting in a 15% increase in customer retention.
- Identified upsell and cross-sell opportunities within key accounts, leading to an $8,000 annual increase in revenue.
- Responded promptly to inquirers and professionally , which helped achieve an increase of 40% customer satisfactory rating.
- Negotiated a new contract term with key customer, resulting in a 35% increase in revenue and a 10% increase in profit margin. Collaborated cross-functionally to address client needs promptly and efficiently.
- Developed customized strategies for each account, resulting in stronger partnerships and improved outcomes.
- Drove process improvements across multiple teams to streamline workflows related to servicing our strategic partners.
- Attended 2 monthly sales meetings each month and quarterly sales trainings.
- Successfully retained at-risk accounts by creating tailored action plans that addressed their unique pain points.
- Provided exceptional customer service experiences by anticipating needs, offering proactive solutions, and resolving issues quickly when they arose.
- Conducted quarterly business reviews with each customer to assess progress towards goals and identify areas for improvement.
- Proficient in Salesforce and HubSpot, utilizing the platforms to manage account information, track sales activities, and generate reports.
Senior Client Service Analyst
Verisys
03.2016 - 03.2021
- Collaborated cross-functionally with other departments to ensure seamless delivery of services across the organization's offerings.
- Resolved complex account issues for clients, ensuring a high level of satisfaction and retention rate by 20%
- Maintained issues logs and prepared periodic reports based on data.
- Acted as lead party for external calls and client visits.
- Analyzed client disputes and offered solutions to fit client and company expectations.
- Managed multiple deadlines simultaneously while maintaining attention to detail in all tasks performed.
- Proactively identified potential issues affecting clients'' accounts, taking steps to address them before they escalated into larger concerns.
- Demonstrated adaptability by quickly learning new software programs and industry-specific regulations to better serve clients'' needs.
- Conducted thorough research to provide data-driven recommendations for improving client services.
- Escalated requests for service, acting as point of escalation for external and internal parties.
- Improved client satisfaction by providing timely and accurate responses to inquiries by 30%.
- Participated in regular meetings with team members to discuss progress, challenges, and best practices in client service management.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
Customer Service Representative
Verisys
09.2012 - 03.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Showroom Sales Consultant
Plumber's Supply Co.
01.2007 - 09.2012
- Worked with customers, including builders, designers, and homeowners, to sell a wide range of products.
- Respond to inquiries with accurate pricing, inventory and delivery information.
- Greeted customers upon arrival in the retail showroom, determined their motivation for their visit and developed a lasting customer relationship.
- Boosted customer satisfaction by providing personalized consultations and tailored product recommendations.
- Prepared job quotations and submittals
- Attended ongoing training sessions to stay current on industry trends, market conditions, and product offerings – applying knowledge gained to better serve customers.
- Conducted comprehensive product demonstrations for clients, resulting in increased understanding of features and benefits.
- Facilitated smooth transactions by efficiently handling paperwork, processing payments, and addressing any concerns or questions from the client promptly.
- Fostered strong relationships with vendors and suppliers to negotiate favorable pricing, terms, and delivery schedules for products sold in the showroom.
- Conducted follow-up calls with customers after purchases were made to ensure satisfaction with their purchase experience.
- Drove sales growth with effective upselling techniques tailored to individual customers.
- Boosted showroom sales by providing exceptional customer service and product knowledge to clients.
- Managed inventory effectively, keeping track of stock levels and replenishing when necessary to avoid shortages.
- Handled client inquiries efficiently by utilizing expert product knowledge and problem-solving skills for successful outcomes.
- Identified opportunities for custom solutions based on each client''s unique needs; provided personalized recommendations that led to increased sales conversions.
Education
Business Administration
Jefferson Community And Technical College
Louisville, KYSkills
- Customer Services
- Client Retention
- Communication
- Time Management
- Contract Negotiation & Renewals
- Cross-Selling & Upselling
- Internal Team Collaboration
- Problem-solving
- Microsoft Office Suite
- SalesForce, HubSpot
- SalesForce
Timeline
Strategic Account Manager
Verisys
03.2021 - 03.2025
Senior Client Service Analyst
Verisys
03.2016 - 03.2021
Customer Service Representative
Verisys
09.2012 - 03.2016
Showroom Sales Consultant
Plumber's Supply Co.
01.2007 - 09.2012
Business Administration
Jefferson Community And Technical College
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