Michelle Hetherington
Pompano Beach,FL
Summary
Dynamic Senior Implementation Account Manager, adept at driving client onboarding and providing comprehensive results driven account management in the B2B sector. Proven expertise in leveraging Salesforce, Jira, Zendesk, Slack and Teams and leading teams to boost operational efficiency. Recognized for delivering exceptional client experiences and implementing innovative solutions that significantly improved service delivery and satisfaction.
Overview
13
13
years of professional experience
1
1
Certification
Work History
SENIOR IMPLEMENTATION ACCOUNT MANAGER
Priority Technology Holdings
01.2022 - 06.2024
- Oversaw onboarding, implementation and account management.
- CRM use; Jira, Slack and Salesforce
- Leveraged Business Intelligence tools like PowerBI for data analysis and metric evaluation.
- Identified shifts in account behavior and implemented responsive measures.
- Served as primary contact for resolving all issues including API technical issues.
- Conducted reviews of client contracts to ensure adherence to SLAs.
- Implemented innovative procedures boosting operational efficiency.
- Performed detailed analysis of financial accounting figures.
- Supervised mechanisms to maintain regulatory standards in fund transfers.
- Launched optimization campaigns targeting under-penetrated portfolios.
- Analyzed volume trends and devised action plans to counter decreases.
- Delivered training sessions and product demos for Corporate Payment solutions.
- Tracked perceived shortcomings in products to ensure gap resolution.
- Coordinated and managed client requests to fulfill their electronic financial service needs.
- Facilitated Quarterly Business Reviews to drive organizational goals.
SENIOR ACCOUNT MANAGER/ IT SERVICES PROJECT MANAGER
Tech Service Today, LLC.
03.2018 - 01.2022
- Leveraged Business Intelligence tools like PowerBI for data analysis and metric evaluation.
- Daily utilization of Teams and Salesforce to achieve optimal client relationship management.
- Managed the completion of projects with a focus on timeliness, budget adherence, and scope.
- Crafted tailored proposals to meet various IT service needs of clients.
- Oversaw customer interactions to ensure exceptional experiences.
- Managed projects to guarantee successful delivery and anticipated advantages.
- Employed digital solutions to ensure projects met established schedules and performance metrics.
- Led discussions with teams and clients on project objectives and advancements.
- Evaluated potential risks and mitigated them through thorough assessments.
NATIONAL ACCOUNT MANAGER
Coverall North America, Inc.
02.2015 - 03.2018
- Directed accounts for national luxury brands like Christian Louboutin, Louis Vuitton, Weight Watchers, DHL, and FedEx.
- Maintained continuous growth in multimillion-dollar accounts.
- Utilized company's own CRM system daily.
- Conducted in-person meetings with senior-level clients to deliver comprehensive annual business reviews.
- Surpassed monthly, quarterly, and yearly targets.
- Ensured internal company delivered top-tier service to National Accounts by overseeing issue resolution.
- Cultivated robust connections with clients across local and corporate spheres.
- Recognized and pursued new growth opportunities.
- Oversaw RFPS, ensuring seamless contract continuation.
- Managed operations to guarantee customer satisfaction.
VENDOR ACCOUNT MANAGER
ProGrama, Inc.
01.2013 - 02.2015
- Supervise and maintain relationships with existing vendors.
- Fostered exceptional rapport with clients.
- Managed entire company sales via online platforms, eBay and Amazon.
- Managed incoming and outgoing sales calls.
- Provided direct support to Accounting Department; handled refunds, warranty issues, customer inquiries.
- Supported CEO by generating and handling payroll reports.
- Prepared comprehensive sales reports every day and month, directly presented to the CEO.
- Managed purchasing and inventory control for production department.
OPERATIONS MANAGER
Elcon Electric
05.2011 - 01.2013
- Managed and led a team of more than 20 electrical technicians.
- Scheduling and successful project execution.
- Oversaw broad payment processes for work-specific transactions.
- Designed and executed detailed technical work orders.
- Handled budget management responsibilities.
- Executed detailed and accurate data input operations.
- Directed the management of diverse permit and inspection tasks.
Education
Associate Degree - Business Management
Florida Atlantic University
Boca Raton, FLSkills
- Client Account Management
- Implementation and Client Onboarding
- Project Management
- Jira
- Salesforce
- Slack
- Microsoft Office
- Teams
- Zendesk
- Leadership
- SaaS
- B2B
Certification
- Certification in Anti Money Laundering
- Certification in BSA
- Certification in Phishing awareness
Accomplishments
- Superior Customer Service Advocate Award
- Integrity and Accountability Award
References
References available upon request.
Languages
English, Native/ Bilingual
Activities
Volunteer for Pet Rescue Centers and other Non Profit Organizations
Timeline
SENIOR IMPLEMENTATION ACCOUNT MANAGER
Priority Technology Holdings
01.2022 - 06.2024
SENIOR ACCOUNT MANAGER/ IT SERVICES PROJECT MANAGER
Tech Service Today, LLC.
03.2018 - 01.2022
NATIONAL ACCOUNT MANAGER
Coverall North America, Inc.
02.2015 - 03.2018
VENDOR ACCOUNT MANAGER
ProGrama, Inc.
01.2013 - 02.2015
OPERATIONS MANAGER
Elcon Electric
05.2011 - 01.2013
Associate Degree - Business Management
Florida Atlantic University
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