Hi, I’m
MONICA QUINTERO
Account Manager, Relationship Manager, Customer Success
NY
Summary
Seasoned professional who builds and cultivates relationships and helps businesses grow their bottom line. Proven capability in identifying organizations’ needs, consultative selling, and developing strategies that deliver reached goals. Experience in non-profits, consumer financial services, and B2B.
Overview
19
years of professional experience
1
Certification
Work History
Capital OneNew York
Relationship Manager, Business Payment Solutions
05.2017 - Current
Job overview
- Through a consultative approach, advise business owners to optimize rewards and benefits from their Spark Business Card.
- Collaborate with small business owners to cultivate long-term, meaningful relationships to better understand entire B2B wallet.
- Drive incremental purchase volume by managing over 2,000 existing clients while prospecting and acquiring new customers.
- Proactively identify opportunities for clients to impact the bottom line.
- Consistently exceed all quality metrics in activity and record keeping.
- Cultivate teamwork by sharing best practices and customer segmentation strategies.
American ExpressNew York, NY
Senior Manager, Merchant Services
01.2010 - 01.2016
Job overview
- End-to-end management of 68 merchant partners within a diverse portfolio of B2B and B2C industries, which accounted for $554MM.
- Elevated and broadened C-level engagements within non-profit and corporate settings with a wide range of focuses and goals (i.e. sponsorships, donations, finance, marketing, operations).
- Cultivated relationships with top-priority accounts.
- Focused on building long-term partnerships with merchants through continued interaction and dialogue regarding their business, industry challenges, and best practices to drive incremental spending for both the merchant and American Express.
- Recommended and implemented successful strategies to maximize revenue. (i.e. Auto Program)
- Nurtured impactful relationships with customers to cultivate loyalty.
American Express
Sales Coordinator, Merchant Services
01.2008 - 01.2010
Job overview
- Supported client management team with data research, marketing, and operational tasks, which allowed them to meet their short and long-term goals.
- Account management which included extensive upkeep and follow-up on high-priority accounts.
- Strategized with managers and director on direct client services, and served as merchant liaison.
- Daily production of in-depth analysis reports that helped client managers keep track of their goals.
American ExpressNew York, NY
Analyst, Organizational Strategy & Effectiveness
01.2008 - 11.2008
Job overview
- Provided administrative support in the development and marketing of learning and development programs.
- Created and edited program correspondence, presentations and surveys.
- Collected and analyzed participant data; Prepared reports for senior executives.
- Analyzed program data to provide input for key decision making and strategic planning.
- Researched and recommended process improvements designed to mitigate operational and financial risk.
- Ensured flawless implementation by providing on-site support at trainings for new employees, which included senior level managers and directors.
The Leukemia & Lymphoma Society, LightHouston, TX
Campaign Manager
01.2007 - 01.2008
Job overview
- Helped reach fundraising campaign budget goal for the first time in the non-profit’s history, then exceed it by $100k.
- Networked among donors and fundraised to generate money for campaign.
- Worked with traditional media to obtain coverage of key events.
- Coordinated and executed all aspects of logistics for 3 events (within 9 days) for a national non-profit organization
- Created written marketing and public relations materials for charity events (i.e Press releases, pamphlets, web site)
- Managed volunteers and social media interns in different settings
- Acted as an on-call advocate for hospital runs to assist victims of domestic violence or sexual assault
Houston Area Women’s CenterHouston, TX
Development Marketing Coordinator
01.2005 - 01.2007
Job overview
- Coordinated numerous details of development, fundraising, and in-kind giving program.
- Tracked and reported on marketing campaign responses.
- Boosted brand awareness with target customer demographics with social, print, and email campaigns.
- Managed and assisted in logistics and marketing of the annual 5K race, and other events for a local charity in Houston, TX.
- Planned budgets for events and campaigns with the development team, committees, and board members.
- Recruited volunteers, assigned roles, and trained for charity events
- Handled post-event wrap-ups.
Houston Area Women's CenterHouston, TX
Advocate, Crisis Hotline
01.2004 - 01.2005
Job overview
- While working in a crisis hotline, handled case management and crisis intervention, including suicide prevention.
- Served as primary contact, trainer, and support for around 30 crisis hotline volunteers.
- Spoke on many occasions to educate the community on programs and needs for women’s issues.
Education
The University of TexasAustin, TX
Bachelor of Arts
2004
Universidad De AlicanteAlicante, Spain
Some College (No Degree) from Spanish Literature And Cultural Anthropology
Skills
- Client Relationships/Development
- Account Management
- Consultative Selling Techniques
- Effective Customer Communication
- Consultative Sales Approach
- Salesforce (14 years)
- Microsoft Office (23 years)
- Google Suite (13 years)
- Working remote since 2011
Accomplishments
100% Club - Capital One 2019 and 2020
Certification
Udemy Online School (October 2022)
- Customer Success | How to Understand Your Customers
- Customer Success | How to Actively Engage Your Customers
Affiliations
Mentor at Future Leaders Institute since 2013 to present / Member in Bpeace / Team in Training Alumni
Languages
Spanish
Native or Bilingual
Timeline
Relationship Manager, Business Payment Solutions
Capital One
05.2017 - Current
Senior Manager, Merchant Services
American Express
01.2010 - 01.2016
Sales Coordinator, Merchant Services
American Express
01.2008 - 01.2010
Analyst, Organizational Strategy & Effectiveness
American Express
01.2008 - 11.2008
Campaign Manager
The Leukemia & Lymphoma Society, Light
01.2007 - 01.2008
Development Marketing Coordinator
Houston Area Women’s Center
01.2005 - 01.2007
Advocate, Crisis Hotline
Houston Area Women's Center
01.2004 - 01.2005
The University of Texas
Bachelor of Arts
Universidad De Alicante
Some College (No Degree) from Spanish Literature And Cultural Anthropology