LISA RODER
Summary
Diligent Account Manager with solid background in client relationship management, enhancing customer satisfaction through personalized service and strategic account planning. Proven track record of driving revenue growth through responsive account management and cross-functional collaboration. Demonstrated ability to analyze client needs and deliver tailored solutions, enhancing both client retention and business outcomes.
Utilizes negotiation and conflict resolution skills to maintain client contracts, ensuring alignment with business objectives. Highly reliable and flexible in meeting changing business needs.
Overview
13
13
years of professional experience
Work History
Account Manager State K-12 ESA
Mpathic
07.2024 - Current
- Resolved complex customer issues in a timely manner while maintaining positive relationships with clients.
- Cultivated strong client relationships through proactive communication and problem-solving.
- Implemented account management processes to ensure delivery of quality service standards.
- Maintained accurate records of all client interactions in CRM system.
- Collaborated with cross-functional teams such as marketing, sales, operations and finance to meet customer needs.
- Generated and presented reports to senior management on account performance.
- Evaluated client feedback to brainstorm ways to improve products and provide quality customer service.
- Responded promptly to customer queries to increase overall satisfaction.
National Account Lead Organic Beverage Company
Mpathic
12.2023 - 07.2024
- Developed comprehensive client profiles, allowing for better understanding of their needs and preferences.
- Assessed customer needs and promoted company products and services.
- Developed and strengthened relationships with national customer accounts.
- Provided regular performance reports to upper management, showcasing results and identifying areas for improvement.
School Operations Program Manager
STRIDE/k12
08.2020 - 12.2023
- Manages a team of 40 contractors providing customer service and onboarding to new school families nationwide
- Established effective working relationships with internal stakeholders, vendors, and customers.
- Collaborated with cross-functional teams to ensure successful completion of projects on time and within budget.
- Provided training sessions for staff members on new technology implementations or changes.
- Resolved escalated customer inquiries in a timely manner, using problem solving techniques.
- Successfully managed multiple projects simultaneously, utilizing strong organizational and communication skills.
- Monitored operational budgets closely to ensure accuracy of financial reporting requirements.
Customer Experience Supervisor
STRIDE/k12
02.2018 - 07.2020
- Utilized problem solving skills to resolve complex customer inquiries quickly and efficiently.
- Conducted training sessions for contractors on best practices for providing excellent customer service.
- Managed a team of customer service representatives to ensure quality standards were met.
- Collaborated with cross-functional teams to develop initiatives that improved the overall customer experience.
- Developed and implemented customer feedback surveys to assess customer experience satisfaction.
- Monitored calls regularly to evaluate team performance against established standards and provided constructive feedback accordingly.
Lead Contractor
STRIDE/k12
09.2015 - 02.2018
- Implemented strategies to increase efficiency of workflow processes.
- Organized and maintained project documentation for future reference.
- Worked directly with clients to identify workflow, communication and other customization requirements.
- Successfully managed multiple projects simultaneously, ensuring deadlines were met and tasks completed accurately.
- Monitored progress of each project, ensuring milestones were achieved in a timely manner.
- Communicated requirements to internal team members and external client users.
Home Education Director
Aquinas Learning
06.2012 - 07.2016
- Co-Directed Aquinas Learning Hybrid Home Education center
- Developed and implemented lesson plans to meet the individual needs of students.
- Collaborated with other educators to develop creative teaching strategies that enhance learning experiences.
- Organized special events such as guest speakers or field trips to enrich educational content.
- Established effective communication with parents regarding student performance and behavior issues.
- Collaborated with fellow educators to share best practices, enhancing overall teaching quality across all subjects.
Education
Bachelor of Arts - Theology/Sociology
Franciscan University of Steubenville
Steubenville, OHSkills
- Budgeting and Resource Management
- Program Leadership
- Policy and Procedure Improvement
- Team Leadership
- Client relationship management
- Account management
- Relationship building
- Strategic planning
- Teamwork and collaboration
- Operations
Timeline
Account Manager State K-12 ESA
Mpathic
07.2024 - Current
National Account Lead Organic Beverage Company
Mpathic
12.2023 - 07.2024
School Operations Program Manager
STRIDE/k12
08.2020 - 12.2023
Customer Experience Supervisor
STRIDE/k12
02.2018 - 07.2020
Lead Contractor
STRIDE/k12
09.2015 - 02.2018
Home Education Director
Aquinas Learning
06.2012 - 07.2016
Bachelor of Arts - Theology/Sociology
Franciscan University of Steubenville
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