Mimi Lynch
Alpharetta,GA
Summary
Strategic Client Engagement Executive with a successful background in building and managing client relationships. Experienced in understanding client needs, developing customized solutions, and ensuring client satisfaction. Skilled in driving engagement, retention, and growth within client accounts through effective communication and collaboration. Proficient in identifying opportunities for upselling and cross-selling to maximize revenue. Strong project management abilities with a focus on delivering exceptional service and value to clients. Adept at collaborating with cross-functional teams and fostering a customer-centric culture. Dedicated to driving long-term client success and fostering partnerships that drive mutual value. Eager to leverage my expertise to drive client engagement and business growth.
Overview
24
24
years of professional experience
1
1
Certification
Work History
CUSTOMER SUCCESS MANAGER/Business Relationship Manager
Equifax
03.2022 - 06.2023
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Developed comprehensive training materials that facilitated faster customer proficiency with the product.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Implemented effective communication strategies that fostered long-lasting connections with customers.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Spearheaded cross-functional initiatives that resolved complex issues and ensured timely resolution for clients.
- Implemented best practices in the realm of Customer Success Management, elevating company-wide standards.
- Facilitated successful renewals through diligent relationship management and proactive issue resolution.
- Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
- · Drove customer advocacy within Equifax and utilized the voice of the customer to inform product roadmaps
- Exceeded quota at 105%
Professional Solutions Consultant, Fraud Platforms
Equifax
01.2019 - 03.2022
- Responsible for interfacing directly with internal and external strategic clients to provide thought leadership and consulting services on standard and custom fraud solutions to meet business needs (Fraud IQ Manager and Luminate)
- Managed a dedicated portfolio of customers, ensuring high customer satisfaction and preventing churn.
- Responsible for the implementation of Fraud Solutions and client demonstration
- Provided program and project management oversight for clients and internal enterprise initiatives
- Made targeted product and service recommendations based on customer needs
- Mitigated obstacles efficiently to improve overall customer satisfaction ratings
- Developed and maintained strong relationships with clients, resulting in increased customer retention rates.
- Streamlined internal processes for improved efficiency and quicker response times to client inquiries.
- Enhanced client satisfaction by delivering customized solutions for their specific needs.
- Collaborated with cross-functional teams to design comprehensive solutions for clients'' unique challenges.
- Conducted regular follow-ups with clients to ensure continued satisfaction and address any arising issues or concerns.
- Effectively resolved client conflicts with diplomacy and professionalism, preserving valuable business relationships.
- Evaluated client feedback data to identify patterns, ultimately improving overall service quality and client experience.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
- Built relationships with customers and community to promote long term business growth.
- Increased Customer Satisfaction by 5%
Professional Solutions Consultant- Fraud/Compliance Specialist
Equifax
Alpharetta, GA
02.2015 - 01.2019
- Determined existing fraud trends by analyzing accounts and transaction patterns
- Analyzed and reviewed confidential and highly sensitive investigative material concerning various parties
- Served as primary contact for fraud and compliance claim inquiries
- Interfaced directly with client to determine project requirements and expectations
- Worked with internal teams to ensure successful turnover and implementation of customer expectations on new and on-going projects and worked collaboratively to coordinate project management and customer consultant activity within and across all enterprise-wide centers of excellence.
- Facilitated customer meetings to discuss solution requirements and proposed solutions.
- Served as primary contact for fraud and compliance claim inquiries
- Collaborated with internal teams such as sales, marketing, engineering, finance and billing.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity and provided guidance on rules adjustment
- Engaged regularly with customers via strategic business and account reviews to evaluate needs and strategic direction
- Customer Satisfaction Scorecard increased by 3%
Retention Portfolio Manager
Equifax
05.2011 - 01.2015
- Managed a dedicated portfolio of customers to sustain retention and renewals for direct and channel clients in Canada leveraging Equifax Commercial Solutions
- Exceeded annual quotas in 2011, 2012, 2013 and 2014 at 110%.
- Minimized monthly and quarterly annual cancellations
- Developed, planned, and maintained governance and objectives to meet and exceed monthly, quarterly, and annual targets
- Created and Developed Win back programs
- Collaborated with other departments to coordinate strategic marketing activities
- Directly managed new contract/RFP negotiations and renegotiation
- Cultivated business partnerships to build lasting relationships with internal and external parties
- Collaborated with a team of product team members by providing direction to improving selling strategies, reducing customer churn, and increasing customer loyalty
- Demonstrated expert negotiation and problem-solving skills to resolve complex and non-routine customer concerns
Strategic Sales Account Executive
Equifax
01.2007 - 01.2011
- Inside Sales Consultative Direct Sales and Business Development functions of a dedicated portfolio of customers to leverage new product rollouts, key account management, customer relationship development, contract negotiation and order fulfillment to key marketing executives and CMO of financial institutions
- Exceeded sales targets consistently by identifying new business opportunities and creating customized solutions for clients.
- Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.
- Negotiated contracts successfully, securing favorable terms for both the company and clients.
- Delivered informative presentations to potential clients, showcasing the unique value of products or services offered.
- Monitored industry trends and competition, adjusting sales strategies accordingly to maintain a competitive edge in the market.
- Developed a solid pipeline of prospects through diligent research and targeted outreach efforts.
- Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
- Conducted regular check-ins with existing clients to assess their needs and identify upselling opportunities.
- Assisted in the onboarding process for new clients, ensuring a smooth transition into the company's roster of accounts.
- Participated actively in networking events and trade shows, representing the company professionally and expanding its reach within target markets.
- Met and exceeded service level goals to achieve standards and expectations at over 100%
- Trained clients on product features and updates to secure buy-in.
Senior Sales Executive
Nielsen Business Media
01.1999 - 03.2007
- Direct Sales and New Business Development functions
- Increased sales revenue by developing and implementing strategic sales plans tailored to client needs.
- Established long-lasting relationships with key clients through effective account management and consistent communication.
- Expanded market presence by identifying new business opportunities and successfully closing deals.
- Collaborated with cross-functional teams to develop innovative solutions that met customer requirements, resulting in higher customer satisfaction.
- Exceeded sales targets by effectively managing diverse portfolio of products and services.
- Mentored junior sales executives, providing guidance on best practices and strategies for achieving success in the field.
- Negotiated favorable contract terms for clients, ensuring mutually beneficial outcomes for both parties involved.
- Delivered compelling presentations to prospective clients, showcasing the value of company offerings and driving business growth.
- Employed effective problem-solving techniques, increasing client satisfaction ratings.
- Met target at over 100% every year
Education
Bachelor of Science -
University of Florida
Gainesville, FL05.1995
Skills
- Negotiation and Conflict Resolution
- Relationship Building
- Account Management
- Customer Retention
- Revenue Forecasting
- Strategic Business and Account Reviews
- Project Management
- Excellent Verbal and Written Communication
- Teamwork and Collaboration
- Process and Project Management
- Forecasting and Market Analytics
- Google Workspace
- Salesforce
- Siebel
- Gainsight
- Proficient in Microsoft Office
Accomplishments
- Spin Selling Training
- Positive Management Training
- Richardson Sales Training
- Equifax Strategic Sales Training
- Negotiation Training
- Project Management Training
- Professional Associations- Advance Communicator and Leadership Bronze award -Toastmasters International
- Process Improvement Training
- Path Builder Leadership Program Graduate
Certification
- Project Management Training
- Process Improvement Training
Languages
French
Native or Bilingual
Spanish
Limited Working
Timeline
CUSTOMER SUCCESS MANAGER/Business Relationship Manager
Equifax
03.2022 - 06.2023
Professional Solutions Consultant, Fraud Platforms
Equifax
01.2019 - 03.2022
Professional Solutions Consultant- Fraud/Compliance Specialist
Equifax
02.2015 - 01.2019
Retention Portfolio Manager
Equifax
05.2011 - 01.2015
Strategic Sales Account Executive
Equifax
01.2007 - 01.2011
Senior Sales Executive
Nielsen Business Media
01.1999 - 03.2007
Bachelor of Science -
University of Florida
- Project Management Training
- Process Improvement Training
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