Results-driven professional with a strong focus on client relationship development, service delivery, and performance tracking. Proven track record in enhancing customer satisfaction and retention.
Overview
7
7
years of professional experience
Work History
Regional Account Manager
IBM
Atlanta, Georgia
04.2013 - 11.2015
Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
Managed regional client relationships to ensure customer satisfaction and retention.
Monitored account performance metrics to drive strategic initiatives forward.
Service Delivery Manager
IBM, Global Business Services
Kennesaw, Georgia
09.2008 - 03.2013
Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
Conducted regular meetings with customers to discuss their requirements and expectations.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Delegated work to staff, setting priorities and goals.
Conducted regular meetings with team members to align on objectives and enhance collaboration.
Implemented strategies for continuous improvement of services based on customer feedback data.
Analyzed customer feedback surveys results to identify opportunities for improvement.
Developed operational policies and procedures related to service delivery management.
Resolved escalated customer issues in a timely manner according to established procedures.