Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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Lisa Jenkins

Winchester,CA

Summary

Resourceful Account Manager with excellent client oversight, issue resolution and relationship-building expertise. Maximized repeat business opportunities and utilized proven prospecting techniques to expand client base. High-level sales cycle knowledge and strong collaborative skills leading to optimum outcomes. With over 20+ years in the International Relocation Industry, each day is a new opportunity to continue to learn. Dynamic International Account Manager with extensive experience in customer service. Highly organized professional establishes relationships with customers. Stays calm under pressure.

Overview

23
23
years of professional experience

Work History

International Operations Manager

Arpin International Group Inc
05.2018 - Current
  • Specialize in VIP, high profile and “difficult” country moves for all corporate accounts
  • Personal average yearly file count can range from 250-300+ moves (door to door)
  • Monitored and analyzed performance data, identifying areas of improvement and developing corrective action plans.
  • Led weekly meetings with regional staff to review progress, address challenges and drive timely task completion.
  • Built and maintained relationships with local vendors, suppliers and partners to maximize supply chain management.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Interacted well with customers to build connections and nurture relationships.
  • Trained new employees on proper protocols and customer service standards.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

Account Manager

Paramount Transportation Systems
04.2001 - 05.2018
  • Responsible for High Level Relocations for VIP clients; Managed 100-250 relocations per year
  • Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
  • Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
  • Monitored and analyzed customer feedback to identify opportunities for improvement.
  • Built relationships with customers and community to promote long term business growth.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.

Customer Service Representative

Graebel Van Lines
10.2000 - 02.2001
  • Coordinated Domestic Relocations for local corporate accounts
  • Responded to customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Provided primary customer support to internal and external customers.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Education

No Degree - Microsoft Excel Program

Microsoft Excel Online Course
Online
06.2021

Associate of Science - Social And Behavioral Science

Mount San Jacinto Community College
Menifee, CA
06.2000

Skills

  • Client focused - Customer Service / Service Recovery
  • Auditing / Accounting
  • Microsoft Office programs & Organizational skills (Excel, Word, Outlook, files etc)
  • Excellent Communication Skills (verbal and written)
  • Cost Reviewing & Reporting
  • Managing Multiple Tasks
  • Customer Rapport
  • Revenue Retention
  • Employee Mentoring & Staff development
  • Client Relations
  • Account Management

Additional Information

  • EXPERIENCE: I have a great working relationship with many domestic and international vendors that I have worked closely with throughout the years. The mindset that I have is “if I help them, they will in turn help me”. I have received several referrals for new private shipments based on prior client experiences. I strive to ensure that the customer experience is what matters the most and it should always be a positive one. With current needs changing daily, it is very important to work together as a team no matter where someone is located (remote or an office). Having weekly meetings for current topics or just to check-in is key to help morale and make someone feel less “lost” especially when things become stressful. Being a manager is not always about telling people what to do, but helping the team grow to their fullest potential.

Timeline

International Operations Manager

Arpin International Group Inc
05.2018 - Current

Account Manager

Paramount Transportation Systems
04.2001 - 05.2018

Customer Service Representative

Graebel Van Lines
10.2000 - 02.2001

No Degree - Microsoft Excel Program

Microsoft Excel Online Course

Associate of Science - Social And Behavioral Science

Mount San Jacinto Community College

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Lisa Jenkins