Michelle Keyes
New York
Summary
Dynamic professional with extensive experience in strategic account management and cross-functional collaboration. Proven ability to optimize operational execution and manage risks, resulting in improved client satisfaction and enhanced business outcomes. Recognized for strong leadership and effective client engagement, with achievements in increasing product adoption and executing successful renewal strategies aligned with organizational growth.
Overview
2026
2026
years of professional experience
Work History
Global Head Travel Account Management
Travel Guard
New York
09.2018 - Current
Strategic Account Leadership.
- Direct strategic development for high-value global corporate and leisure accounts, overseeing full P&L performance in partnership with finance and actuarial teams.
- Develop and maintain annual Account Strategy Plans, aligning client goals with organizational growth targets.
- Challenge clients and internal teams to think strategically, identifying new business opportunities and expanding product adoption.
- Lead renewal strategy execution and oversee proposal and RFP development across leisure and corporate segments.
- Orchestrate monthly and quarterly business reviews with internal and external stakeholders, ensuring transparent reporting and alignment on key performance indicators.
- Build and maintain dashboards to monitor service-level agreements (SLAs), and other critical KPIs.
- Conduct market trend analyses to evaluate impacts on the product portfolio, and recommend profitability-driven enhancements.
- Partner with policy-forms, underwriting, and actuarial teams to support product development, risk assessment, and policy refinement.
- Track competitive landscape and craft counter-strategies using enhanced products, innovative processes, and consultative approaches.
- Manage end-to-end account implementations, balancing strategic oversight with day-to-day operational execution.
- Coordinate global deployments with international teams to ensure consistent delivery across multinational markets.
- Resolve customer service issues through collaboration with internal teams, strengthening satisfaction and operational responsiveness.
- Maintain complete and accurate client data across all internal systems.
- Advocate for partners while coordinating and aligning with Travel Guard’s operational strategy, driving transparent communication with cross-functional stakeholders.
- Model Travel Guard’s corporate values through ethical leadership, accountability, and integrity.
Assistant Vice President Account Management
AIG Travel
Houston
09.2013 - 09.2018
Account Management & Client Relations
- Managed overall client relationships for designated accounts through regular meetings, performance reviews, and quality initiatives.
- Developed and implemented emergency medical, security, and travel assistance protocols for new account onboarding, ensuring smooth implementation and high client satisfaction.
- Served as the primary liaison between clients and internal operational teams (training, systems, medical, security, and claims), ensuring alignment of expectations, processes, and delivery.
- Led client meetings, presentations, and events to support account development and contributed content for proposals, marketing materials, and presentations.
- Implemented process improvements based feedback from quarterly stewardship meetings with high-touch accounts, AIG leadership, and broker.
- Delivered quarterly utilization and performance reporting to internal divisions to support data-driven decision-making.
- Managed and provided day-to-day oversight for the North American Account Management team, ensuring consistent service delivery, alignment with organizational objectives, and strong client support across the region.
- Promoted a collaborative team environment, supporting client success and colleague development.
- Ensured operational teams interacted professionally with clients and internal partners to achieve department and organizational goals.
- Served as a key member of the Global Account Management Team, partnering with peers across regions to maintain consistent service delivery standards.
- Acted as a role model for departmental staff, upholding corporate policies, professional standards, and best-in-class account management practices.
- Provided guidance, coaching, and mentorship to North American account managers, strengthening team capability and supporting performance growth.
Account Manager
AIG Travel
Houston
06.2006 - 09.2013
- Developed and implemented emergency medical, security, and travel assistance protocols for new account onboarding, ensuring smooth implementation and high client satisfaction.
- Managed multiple accounts while consistently meeting deadlines and enhancing client satisfaction.
- Resolved customer complaints promptly, maintaining strong partnerships through effective communication.
- Formulated strategic plans for improved client service processes and engagement.
- Trained junior staff on account management best practices to ensure high-quality service delivery.
- Analyzed client feedback and service quality, preparing detailed reports for executive review.
- Collaborated with sales and marketing teams to drive market share and account growth.
- Utilized CRM tools to track interactions and identify opportunities for improvement.
Business Development Manager
AIG
Houston
01.2004 - 06.2006
- Marketed property and casualty insurance, in addition to other lines of business, to the brokerage community.
- Implemented strategies to increase sales and market share across multiple lines of business.
- Managed a database of existing customers while identifying prospective leads for outreach.
- Developed and executed plans for business development, enhancing client acquisition strategies.
- Coordinated tailored client meetings to discuss solutions and gather valuable insights.
- Established new customer accounts through effective negotiation and closing techniques.
- Participated in executive team meetings to review progress toward established goals.
- Attended industry tradeshows for networking opportunities with potential clients.
- Fostered partnerships with key industry stakeholders to strengthen market position.
Regional Sales Manager
AIG International Services
Houston
01.1998 - 01.2004
- Sold specialized insurance and credit-based services and products to Fortune 500 companies employing foreign nationals on H-1B visas.
- Developed relationships with key clients to enhance customer satisfaction and loyalty.
- Analyzed market trends to identify new sales opportunities and strategies.
- Generated reports on weekly, monthly, quarterly basis detailing regional sales metrics such as revenue goals achieved or missed targets.
- Developed strategies and plans for regional sales growth.
- Met regional sales objectives by developing and implementing promotion strategies, coordinating sales team and servicing key accounts to fortify business relationships.
- Established relationships with key accounts in the region through personal visits and phone calls.
- Identified opportunities for cross-selling and up-selling within existing customer base.
- Monitored competitor activities and analyzed pricing trends in the region.
- Increased revenue generation by collaborating with senior executives to assess regional performance and develop new sales strategies.
- Resolved customer inquiries promptly as well as escalated issues when necessary.
- Maintained accurate records of all sales activities including leads generated and closed deals.
- Implemented effective territory management techniques across the region.
Inside Sales Representative
AIG International Services
Houston
1996 - 1998
- Cold called prospects and engaged in conversation through use of effective interpersonal and people skills.
- Completed day-to-day duties accurately and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to products and services.
- Provided excellent service and attention to customers through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
Clerk/Receptionist
AIG International Services
Houston
1994 - 1996
- Organized, inventoried, and distributed marketing materials to clients efficiently.
- Executed daily clerical tasks to ensure seamless office operations.
- Collaborated with diverse team members to achieve goals and resolve product and service issues.
- Prioritized and organized tasks to meet service goals effectively.
- Managed filing systems to enhance document accessibility.
- Maintained inventory of office supplies to support team needs.
- Coordinated general office functions to optimize workflow.
- Responded to phone inquiries promptly.
Education
Bachelor Of Business Administration (BBA) - Business Management
LeTourneau University
Longview, TX05-2006
Skills
- Strategic account management
- Operational execution
- Cross-functional collaboration
- Team leadership
- Market analysis
- Client engagement
- Customer relationship management
- Pricing strategy
- Risk management
- Product development
- Budget forecasting
- Data analytics
Timeline
Global Head Travel Account Management
Travel Guard
09.2018 - Current
Assistant Vice President Account Management
AIG Travel
09.2013 - 09.2018
Account Manager
AIG Travel
06.2006 - 09.2013
Business Development Manager
AIG
01.2004 - 06.2006
Regional Sales Manager
AIG International Services
01.1998 - 01.2004
Inside Sales Representative
AIG International Services
1996 - 1998
Clerk/Receptionist
AIG International Services
1994 - 1996
Bachelor Of Business Administration (BBA) - Business Management
LeTourneau University