Michael A. Di Gangi
Summary
Sr. Account Manager with four (4) years driving revenue and enhancing client satisfaction. Excels in sales support, CRM, customer engagement, C-Level accounts achieving $7.2m in revenue within 3.5 years. Skilled in early VIP identification and fostering growth through personalized service and pro-active promotion.
Overview
4
4
years of professional experience
Work History
Account Manager
Xtremepush
10.2024 - Current
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Increased upsell opportunities with strategic account reviews, identifying and addressing client needs.
- 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.
Senior Account Manager
BetMGM
02.2022 - 07.2024
- Managed a portfolio of 300+ High-Value Accounts, generating $7.2 million in revenue over 2.5 years through targeted engagement via phone and email
- Led 100+ strategic campaigns to enhance player experience and drive revenue growth, collaborating effectively with cross-functional teams.
- Identified and nurtured potential High-Value clients within their early stages, leveraging deep product knowledge to promote new game offerings and platforms.
- Analyzed player behavior to optimize site experience, developing targeted campaigns that increased engagement and incremental revenue.
Customer Engagement Supervisor
BetMGM
09.2021 - 02.2022
- Spearheaded the implementation of a new feedback system, achieving a 90% issue resolution rate within 24 hours, significantly boosting customer loyalty and satisfaction.
- Directed a high-performing customer engagement team, driving satisfaction scores and retention rate of 85% + through strategic initiatives.
- Implemented targeted strategies that measurably enhanced client loyalty.
- Developed creative solutions to complex issues, cultivating enduring relationships with key accounts.
Customer Engagement Specialist
BetMGM
05.2021 - 09.2021
- Optimized customer issue resolution, reducing complaint resolution time by 15% through efficient processes.
- Directed customer engagement initiatives to elevate satisfaction rates and cultivate enduring client relationships while implementing innovative strategies that enhanced retention metrics.
- Collaborated cross-functionally to streamline customer communication and develop new engagement protocols & driving operational efficiency and effectiveness.
- Innovated a new approach to customer feedback collection by yielding actionable insights and implementing creative solutions to address recurring client concerns.
Education
Bachelors Degree - Multidisciplinary Studies; Concentration in Marketing & Communication
West Virginia University
Morgantown, WV01.2020
Skills
- Revenue Generation
- Campaign Management
- Customer Loyalty Enhancement
- Client Relations
- Account management
- Customer service
- Teamwork and collaboration
- Relationship building and management
References
Furbished upon request
Timeline
Account Manager
Xtremepush
10.2024 - Current
Senior Account Manager
BetMGM
02.2022 - 07.2024
Customer Engagement Supervisor
BetMGM
09.2021 - 02.2022
Customer Engagement Specialist
BetMGM
05.2021 - 09.2021
Bachelors Degree - Multidisciplinary Studies; Concentration in Marketing & Communication
West Virginia University
Similar Profiles
Vijay SebastianVijay Sebastian
Senior Software Engineer at XtremepushSenior Software Engineer at Xtremepush
SHARON HAMPTONSHARON HAMPTON
Account Manager at Astro Green Ventures Group LLCAccount Manager at Astro Green Ventures Group LLC
DOUGLAS GOMES CAMPOSDOUGLAS GOMES CAMPOS
Account Manager at Indeed FlexAccount Manager at Indeed Flex
Blake SalzmanBlake Salzman
Account Manager at Ferrandino & Son, Inc.Account Manager at Ferrandino & Son, Inc.
KENNETH COLLETTKENNETH COLLETT
Account Manager at DealermineAccount Manager at Dealermine