Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Olivia Sutcliffe

Summary

Dynamic Account Manager with excellent client oversight, issue resolution and relationship-building expertise. Cultivates, nurtures and maintains long-term client satisfaction to boost sales and grow brand visibility. Maximizes repeat upsell opportunities, high-level sales cycle knowledge, and strong collaborative skills leading to optimum outcomes.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Account Manager

RentalGuardian
05.2022 - Current

    • Foster lasting relationships with clients through effective communication and excellent service, resulting in long-term loyalty and business growth.
    • Developed and implemented strategies to increase client retention. Such as 30, 60, and 90 day check ins for new clients and yearly reviews.
    • Preform kickoff calls with new clients to build strong relationships and account longevity.
    • Offer continued education and training to existing accounts for ensured program success and brand engagement.
    • Meet with customers to discuss and ascertain needs, tailor solutions, and expand revenue opportunities through upsells.
    • Provide extensive support in production, technical and business areas as the assigned account manager to enterprise accounts.
    • Evaluate client concerns to offer quick and effective problem resolutions.
    • Attended industry shows such as PMI and the 2023 VRMA International conference, with the most successful results to date.
    • Mentored directly with the VP of Business Development and Growth for the past year.

Administrative Assistant and Excursions Director

Shelby Resorts
05.2021 - 05.2022
    • Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
    • Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
    • Interacted with over 50+ customers per day by phone or email to provide information, help complete bookings, or manage payments.
    • Managed multiple projects, of different degrees of complexity, simultaneously using organizational and analytical skills.
    • Recognized potential opportunity for expansion and implemented new departments within the company.
    • Implemented the activities and excursions department by obtaining an official travel agency license for the company.
    • Utilized selling skills to determine client needs, create memorable vacations, close sales and build customer relationships.
    • Provided outstanding customer service through product knowledge, industry news and destination expertise.

Member Service Representative

Navy Federal Credit Union
08.2019 - 05.2021
    • Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
    • Assisted member with setting up or closing accounts, completing loan applications and signing up for new services.
    • Served as the branch IRA and POD representative.
    • Dedicated time to the success of the branch in roles as champion of digital services, quality assurance, inventory, as well as diversity and inclusion.
    • Researched and rapidly resolved client conflicts to maintain key accounts.
    • Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
    • Maintained up-to-date knowledge of product and service changes.
    • Effective liaison between customers and internal departments.
    • Educated customers on use of banking website and mobile apps.
    • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.

Member Service Representative

Member One Federal Credit Union
02.2018 - 06.2019
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Balanced teller drawers and ATM cash.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Counted, verified and handled bank deposits and armored car transactions.

Server

Trio Brick Oven Eatery
05.2015 - 09.2017
    • Kept register accurate through correct billing, payment processing and cash management practices.
    • Applied communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
    • Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
    • Worked with POS system to place orders, manage bills and handle complimentary items for dissatisfied customers.

Senate Intern

Senator John McCain
05.2017 - 07.2017
    • Delivered clerical support by handling range of routine and special requirements.
    • Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
    • Completed clerical tasks such as filing, copying and distributing mail.
    • Attended committee meetings and documented key moments or points made.
    • Acted as a representative of the Senator when interacting with constituents via email, phone, mail, or in the office.

Education

General Studies

Central Virginia Community College
Lynchburg, VA

Political Science

University of Mary Washington
Fredericksburg, VA

High School Diploma -

Jefferson Forest High School
Forest, VA
05.2016

Skills

    • Excellent Work Ethic
    • Flexible & Adaptable
    • Detail Oriented
    • Digitally Adept
    • Product Knowledge and Advisement
      • Excel and Microsoft Office
      • Hubspot and Salesforce Efficiency
      • Customer Training
      • Client Relationship Management
      • Revenue Growth

Certification

  • Licensed Property and Causality Insurance Agent - All 50 States

Timeline

Account Manager

RentalGuardian
05.2022 - Current

Administrative Assistant and Excursions Director

Shelby Resorts
05.2021 - 05.2022

Member Service Representative

Navy Federal Credit Union
08.2019 - 05.2021

Member Service Representative

Member One Federal Credit Union
02.2018 - 06.2019

Senate Intern

Senator John McCain
05.2017 - 07.2017

Server

Trio Brick Oven Eatery
05.2015 - 09.2017

General Studies

Central Virginia Community College

Political Science

University of Mary Washington

High School Diploma -

Jefferson Forest High School

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Olivia Sutcliffe