Michele Houghton
Topeka,KS
Summary
Tech-savvy creative account manager with over 3 years of financial services experience specializing in onboarding, proactive coaching, product knowledge, and cross-department collaboration. Adept at mastering new technology platforms, coaching advisors, and driving process improvements to deliver exceptional service and measurable results.
Overview
7
7
years of professional experience
Work History
Account Manager
Advisors Excel
Topeka, KS
10.2022 - Current
- Managed a portfolio of 70+ accounts, delivering strategic recommendations and supporting advisor needs through platforms and resources such as Snappy Kraken, The Daily Business Resource, Salesforce, Workfront, Zocks, GoHighLevel, and more.
- Led both client-facing and internal team onboarding processes for the last 3 years, coordinating with departments such as print, web, strategic communications, digital, automation, and more to ensure seamless integration and project execution.
- Spearheaded stretch projects, such as the At-Risk Advisor Report through AEC data, and the YouTube Starter Kit in Workfront.
- Piloted the Agency Win-Back project for Tom Mosley's office, overseeing onboarding across print, web, TV, radio, digital, automation, and books, while orchestrating companywide monthly meetings to drive cross-department collaboration, process improvement, and client trust.
- Acted as the 'AE quarterback' for strategic accounts, facilitating proactive strategy sessions, weekly coaching calls, and serving as the main communication hub for all client projects.
- Evaluated ROI and provided data based feedback regarding long term commitments to various lead funnels.
- De-escalated advisors in difficult conversations to simply the situation and enhance advisor experience.
Mobile Event Expert
T-Mobile
Topeka, KS
01.2022 - 10.2022
- Analyzed processes and developed/update SOPs and training documents for vendor events.
Hometown Expert
T-Mobile
Lawrence, KS
06.2021 - 01.2022
- Created engaging marketing content for event promotions via social media, boosting visibility and participation.
Mobile Expert/Retail Integration Specialist
T-Mobile
Topeka, KS
08.2018 - 07.2021
- Mentored and trained team members, supporting operational changes and technology rollouts.
- Led training programs through the T-Mobile and Sprint merger, traveling across Kansas to implement sales campaigns and ensuring customer satisfaction.
- Led product training and launches, motivating teams to ensure success and maintain positivity during high-stress company-wide changes.
Education
Marketing
Rasmussen University
Topeka, KSSkills
- Technology adoption and training
- Financial services platforms
- Salesforce and Zocks
- Snappy Kraken and GoHighLevel
- Project leadership and management
- Cross-functional collaboration
- Process management
- Coaching and advisor support
- Resource development and training guides
- Standard operating procedures (SOPs)
- Onboarding strategies
- Client experience enhancement
- Communication skills
- Presentation skills
- Written and verbal communication
- Metrics tracking and reporting
- Analytical thinking
- De-escalation techniques
Additional Information
Rapid learner with the ability to quickly master new workflows, platforms and systems., Strong history of process improvement, cross-department collaboration, and strategic project management., Comfortable with virtual and in-person presentations, training, and high-level communication.
Timeline
Account Manager
Advisors Excel
10.2022 - Current
Mobile Event Expert
T-Mobile
01.2022 - 10.2022
Hometown Expert
T-Mobile
06.2021 - 01.2022
Mobile Expert/Retail Integration Specialist
T-Mobile
08.2018 - 07.2021
Marketing
Rasmussen University