Summary
Overview
Work History
Education
Skills
Timeline

Mikki Pierce-Bowler

Bristol County,MA

Summary

Account Service Delivery Manager with progressive experience in account management, service delivery, and team leadership across diverse areas. Proven experience balancing competing priorities in fast-paced, customer-facing environments, including managing more than 800+ client accounts ($5M+ in revenue) and meeting customer success goals. Recognized as a trendsetter, critical thinker, innovator, and customer success advocate.

Overview

7
7
years of professional experience
4
4
years of post-secondary education

Work History

ACCOUNT SERVICE DELIVERY MANAGER

PROCURRI
Fall River, MA
03.2021 - Current
  • Spearheaded the end-to-end management of over 800 client and partner accounts, driving $5M+ in total contract value, delivering exceptional customer success outcomes and fostering long-term partnerships.
  • Evaluated reporting metrics for service level agreements, conducted root cause analysis, and facilitated quarterly business reviews; maintained consistent service level standards, surpassing monthly target goal of 95%.
  • Led the implementation of precise and impactful corrective actions across 20+ client accounts, yielding exceptional results: a significant 15% increase in customer satisfaction.

CUSTOMER SERVICE LEAD

PROCURRI
Fall River, MA
06.2019 - 03.2021
  • Pioneered the establishment of the customer service department by creating and implementing robust processes, procedures, and guidelines; instrumental in steering department growth with the successful addition of 7 talented individuals to the team.
  • Conducted customer feedback surveys to gauge satisfaction levels and pinpoint areas for improvement; utilized feedback to drive service enhancements, resulting in a notable 15% decrease in customer escalations.
  • Led customer service and escalation team, exceeding 95% monthly goal requirement; promoted to Account Service Delivery Manager leading customer success initiatives resulting in a 20% increase in customer retention.

ASSOCIATE MEDIA PLANNER

CMI MEDIA
Philadelphia, PA
01.2018 - 11.2018
  • Planned, and coordinated 4 media projects, including providing strategic and tactical changes to clients' marketing mix.
  • Identified and monitored KPIs for new and existing digital media properties, remained under budget resulting in 10% cost savings for clients.
  • Cut delivery times through tracking and monitoring of project timelines and aggressive pursuit of customer approval of digital and print files.

SOCIAL MEDIA ACCOUNT MANAGER

HIBU
King of Prussia, PA
03.2017 - 01.2018
  • Reviewed escalated issues and complaints from customers regarding social media campaigns; utilized A/B testing strategies and made copy changes; improved CTA and CTR by 10%.
  • Created and implemented impactful strategies to increase company brand awareness and engagement; product renewal rates grew by more than 10%.
  • Analyzed and consolidated engagement data, closely tracking campaign progress and monitoring emerging trends; played a pivotal role in boosting customer satisfaction rate by a significant 20%.

DIGITAL SERVICES CONSULTANT

HIBU
King of Prussia, PA
02.2016 - 03.2017
  • Optimized digital marketing strategies for restaurants, start-ups, and health & wellness brands, achieving a 20% increase in website traffic and a 15% growth in customer engagement and retention.
  • Analyzed customer feedback data to identify pain points and prioritize product improvements, leading to a 15% boost in customer satisfaction scores.
  • Streamlined account management processes by proofreading website and ad materials, conducting quality checks, and resolving escalated issues; implemented customer retention strategies that exceeded monthly go-live goal by more than 10%.

Education

Bachelor of Science - Business Marketing

California Coast University, Santa Ana, CA
09.2017 - 01.2022

Skills

  • Improvement Recommendations
  • Renewal Opportunities
  • Account Management
  • Pain Point Resolution
  • Client Needs Assessment
  • Coaching and Training
  • MS office & Google Suite
  • Customer Success

Timeline

ACCOUNT SERVICE DELIVERY MANAGER - PROCURRI
03.2021 - Current
CUSTOMER SERVICE LEAD - PROCURRI
06.2019 - 03.2021
ASSOCIATE MEDIA PLANNER - CMI MEDIA
01.2018 - 11.2018
California Coast University - Bachelor of Science, Business Marketing
09.2017 - 01.2022
SOCIAL MEDIA ACCOUNT MANAGER - HIBU
03.2017 - 01.2018
DIGITAL SERVICES CONSULTANT - HIBU
02.2016 - 03.2017

Similar Profiles

CREATE PROFILE
Mikki Pierce-Bowler