PRISCILLA RIVERA
Knoxville,TN
Summary
Results-driven Account Manager with extensive experience in facilities maintenance operations, vendor coordination, and client relationship management. Proven ability to manage quoting and dispatch processes, analyze performance data, and lead recurring client strategy meetings. Recognized for improving operational efficiency, strengthening vendor partnerships, and driving customer satisfaction through proactive communication and analytical insight.
Overview
11
11
years of professional experience
Work History
Account Manager I
PHFM, LLC
03.2025 - Current
- Manage day-to-day account operations for facilities maintenance clients across multiple locations.
- Enter and oversee new work orders from initiation through completion.
- Prepare, enter, and finalize quotes for client submission and approval.
- Dispatch new service requests to appropriate vendor partners based on trade and location.
- Monitor daily progress of active work orders to ensure timely completion and SLA compliance.
- Conduct weekly, biweekly, and monthly client meetings to review performance and open items.
- Maintain accurate documentation of all work order activity within CRM systems.
Client Account Manager
SMG Holdings LLC
08.2023 - 03.2025
- Monitored and reported on key performance indicators to ensure efficient operations
- Utilize CRM software to track account activities and maintain accurate records of customer interaction
- Implement creative solutions that address customer challenges resulting in increased customer satisfaction
- Successfully negotiate pricing as needed with vendors, driving improved profitability for the company as well as clients
- Generate and provide reports to senior management on client account performance
- Provide outstanding customer service through proactive communication with clients, resolving inquiries in a timely manner
- Demonstrate strong project management skills while managing multiple projects simultaneously across various accounts
- Follow up with client after work completion to gain feedback and ensure satisfaction
Facilities Maintenance Supervisor
RKB MAINTENANCE SOLUTIONS
11.2018 - 03.2020
- Communicate with corporate to ensure satisfaction and build rapport
- Monitored employees’ work levels and review work performance
- Cross trained with a variety of maintenance specialties (plumbing, electrical, general contracting, etc.)
- Building rapports with vendors from all specialties
- Enter work orders using maintenance management programs
- Assist in projects and collaborate with other teams as needed
- Ensure jobs are properly notated to ensure history of work order is maintained
- Run daily ETA reports
- Coordinate with contractors regarding scheduling repairs
- Resolve customer service issues related to facilities maintenance in a timely manner
- Ensure that all repairs were completed promptly and efficiently by monitoring progress of job assignments
- Compute estimates and costs of factors such as materials, labor, and outside contractors utilizing various systems
- Sourced vendors for materials needed for repairs or new installations at the most cost-effective prices
- Managed and coordinated multiple projects while ensuring timely completion
Account Supervisor
Professional Retail Services
10.2014 - 11.2018
- Communicate with corporate to ensure satisfaction and build rapport
- Monitored employees’ work levels and review work performance
- Delegate and schedule maintenance schedules that are time sensitive
- Cross trained with a variety of maintenance specialties
- Building rapports with vendors from all specialties
- Enter work orders using maintenance management programs
- Submit proposals using various double systems
- Assist in projects and collaborate with other teams as needed
- Work with suppliers ordering materials at cost efficient rates
- Ensure jobs are properly notated to ensure history of work order is maintained
- Planned and prepared work schedules, and assigned employees to specific duties
- Mentored junior team members in best practices for account management
- Created comprehensive reports outlining performance metrics, key achievements, and recommendations
- Provided strategic direction to account teams and managed client relationships
- Communicated regularly with clients regarding progress updates, changes in scope
- Managed and coordinated multiple projects while ensuring timely completion
Education
High School Diploma -
Central Islip High School
Central Islip, NYSkills
- Microsoft Word/Office/Excel
- Account Management
- Performance tracking
- Conflict resolution
- CRM software
- Team collaboration
- Industry knowledge
- Analytical thinking
- Client Relationship Management
- Account development
Timeline
Account Manager I
PHFM, LLC
03.2025 - Current
Client Account Manager
SMG Holdings LLC
08.2023 - 03.2025
Facilities Maintenance Supervisor
RKB MAINTENANCE SOLUTIONS
11.2018 - 03.2020
Account Supervisor
Professional Retail Services
10.2014 - 11.2018
High School Diploma -
Central Islip High School