Merari Contreras
Richmond,TX
Summary
Results-driven professional with comprehensive experience in account management, focusing on building strong client relationships and driving business growth. Adept at negotiating contracts, resolving client issues, and aligning services with client needs. Proven success in fostering team collaboration and adapting to dynamic environments, showcasing excellent communication and problem-solving skills.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Account Manager/Client Service Representative
OVVI
12.2021 - 03.2025
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
- Implemented CRM system to track client interactions and feedback, leading to more personalized service.
Collection Representative
Frost Arnett
05.2017 - 11.2021
- Reduced delinquency rates through effective negotiation and payment plan arrangements with clients.
- Provided exceptional customer service by listening actively to concerns and working diligently toward mutually agreeable solutions for debt repayment.
- Streamlined internal processes by regularly updating collections procedures, increasing efficiency within the department.
- Developed strong relationships with customers, fostering trust and open communication during debt resolution processes.
- Maintained compliance with industry regulations and company policies while managing sensitive financial information.
- Collaborated with team members to achieve monthly collection targets, resulting in increased revenue recovery.
Property Manager/Leasing Manager
GPI Management
10.2013 - 02.2016
- Negotiated leases, secured tenant agreements, and collected security deposits.
- Managed property finances, including rent collection, bill payments, and budget forecasting.
- Issued receipts, followed up on late payments, and initiated eviction proceedings as needed.
- Oversaw personnel assignments, ensuring tasks were completed efficiently.
- Communicated with property owners regarding any necessary maintenance or operational issues.
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
- Introduced prospective tenants to types of units available and performed tours of premises.
- Increased property occupancy rates by effectively marketing available units and conducting thorough tenant screenings.
Lead Customer Service Representative
Fred Loya Insurance
06.2011 - 08.2013
- Conducted cold calls and direct mail outreach to identify client insurance needs.
- Educated clients on policy differences to assist in informed decision-making.
- Assisted with underwriting approvals and responded to client inquiries and complaints.
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Engaged clients in person and over phone to answer questions and address complaints.
- Established positive relationships with clients through regular follow-ups and personalized service offerings.
- Successfully managed multiple priority tasks while maintaining excellent attention to detail under tight deadlines.
- Maintained high-quality standards by regularly monitoring calls and providing constructive feedback to team members.
Education
High School Diploma -
Stanberry High School
Houston, TX05.2011
Skills
- Account management
- Customer service
- Teamwork and collaboration
- Client relations
- Goal oriented
- Account oversight
- Team Training
- Documentation and reporting
- Sales reporting
- CRM software
Accomplishments
- Resolved product issue through consumer testing.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Certification
- Certified Property Manager
- Certified Mortgage Loan Originator
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Account Manager/Client Service Representative
OVVI
12.2021 - 03.2025
Collection Representative
Frost Arnett
05.2017 - 11.2021
Property Manager/Leasing Manager
GPI Management
10.2013 - 02.2016
Lead Customer Service Representative
Fred Loya Insurance
06.2011 - 08.2013
High School Diploma -
Stanberry High School
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