Melissa McKim
Hillsboro,MO
Summary
Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing program value. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management.
Overview
24
24
years of professional experience
Work History
Account Manager
InMoment
07.2005 - Current
- Develop and lead relationships cross-functional teams
- Maintain client partnerships with business and IT teams
- Manage portfolio of client programs with annual revenue in excess of $5M
- Support CX programs from design to delivery
- Facilitate business review and ongoing program meetings
- Support and lead technology implementation, training and client usage
- Consult with clients on best practices and gaining ROI for programs
- Collaborate on objectives and KPI requirements for global programs
- Delivery of on-site and digital training of staff globally
- Lead change management efforts of program
- Set priorities in Agile organization across projects
- Review and create data analysis in Tableau
- Report creation, review, and presentation
- Execute all critical escalations
- Encourage continual process improvement
- Develop highly empathetic relationships, earning reputation for exceeding service standard goals
- Establish quality standards and QA processes
- Woman of Distinction Award Winner – 2017.
Call Center Shift Supervisor
MaritzCX
09.2000 - 06.2005
- Manage team 15 supervisors overseeing interviewer staff teams
- Manage scheduling and attendance for 300 interviewer staff
- Responded to and resolved customer questions and concerns.
- Provided ongoing support to employees during challenging situations, offering guidance on problem-solving techniques for improved efficiency outcomes.
- Improved customer satisfaction rates with consistent quality checks and timely resolution of complaints.
- Conducted regular performance evaluations, providing constructive feedback to help employees grow professionally.
Education
B.S. Business Administration -
Maryville University
St. Louis, MO06.2021
Associate of Arts - Business Administration
Moberly Area Community College
Moberly, MO05.2005
Skills
- SFDC
- Strategic Planning
- Goal-Oriented
- Issue Resolution
- Project Management
- Cross-Functional Collaboration
- Google Suite
- Account Management
- Customer Service
- Teamwork and Collaboration
- Client Relations
Websites
Personal Information
Title: Account Manager
Address: 4248 Lockeport Landing Hillsboro, MO 63050
Phone: 314-960-0879
Email Address: mckimmr@sbcglobal.net
Timeline
Account Manager
InMoment
07.2005 - Current
Call Center Shift Supervisor
MaritzCX
09.2000 - 06.2005
B.S. Business Administration -
Maryville University
Associate of Arts - Business Administration
Moberly Area Community College
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