Rachael Cline
Magna,UT
Summary
I am a dedicated individual with years of experience in combining cross-functional competencies in account management, staff management, operations planning, customer retention, and sales growth. I offer expert project management, team leadership and problem-solving abilities. I am outstanding at maximizing resources to meet challenges by utilizing strong communication, negotiation, and strategic planning skills critical for success in all roles. I strive every day to improve personal and team quality, performance, and communication across by being a dependable leader with skills to develop, coach and motivate staff. I have been very successful in creating and executing standard operating policies and procedures to positively impact all goals. I have an extensive history of improving customer experience, sales, operations, and overall quality of any roles and teams I have been a part of. I take pride in providing unrivaled customer satisfaction and loyalty through effective sales tactics and service excellence.
Overview
15
15
years of professional experience
Work History
Senior Account Manager
Kaddas Enterprises
Salt Lake City, Utah
07.2024 - Current
- Managed key account relationships by developing strategic account plans to meet client objectives and needs ensuring customer loyalty and retention.
- Conducted market analysis to identify opportunities for account growth.
- Identified and capitalized on cross-selling opportunities for existing customers, enhancing overall account value.
- Created customized reports for Outside Sales and Manufacture Reps outlining performance metrics such as ROI and sales volume growth.
- Prepared and presented detailed reports on account status, challenges, and growth opportunities to executive leadership.
- Tracked and reported on sales performance metrics to senior management, highlighting successes and areas for improvement.
- Cultivated deep knowledge of customer businesses and relationship to company objectives.
- Negotiated contracts with clients to ensure optimal pricing and terms of agreement.
- Led cross-functional team meetings to streamline project execution and delivery.
- Collaborated with Outside Sales Managers to create tailored solutions for clients.
- Collaborated with internal departments such as engineering, operations, finance and production to ensure successful execution of projects.
- Proactively identified areas of improvement within assigned accounts' operations by analyzing market trends.
- Managed and improved overall client relationships and ensured satisfaction with services provided.
- Established strong relationships with decision-makers and influencers within client organizations by providing extensive support in all aspects including sales, technical and business areas.
- Conducted regular business reviews with clients to understand their needs and align products and services accordingly.
- Coordinated closely with colleagues across multiple departments when launching new products or services into an existing account base.
- Reviewed advertising copy, design comps, and final art to approve work.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Utilized time to become familiar with industry terminology, applications and practices in a short time, resulting in sales growth across all regions.
- Managed a portfolio of 100+ key accounts, driving customer satisfaction and retention through tailored relationship strategies.
- Provided product training and support to clients, enhancing their understanding and utilization of the company's offerings.
Branch Manager
Elwood Staffing Services
West Valley City, UT
08.2022 - 07.2024
- Increased efficiency and drove branch revenue by an average of 30% monthly by optimizing daily operations.
- Researched employee benefit and health and safety practices, recommending policy changes to ensure compliance with company and government regulations. Detected rule violations to protect client organizations from fines and lawsuits.
- Managed and inspired team members to perform to full potential, driving branch profitability. Prepared and led new employee orientation to familiarize with company policies, procedures, culture and campus for home branch as well as other market branches.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service. Created and maintained positive relationships with hiring managers and HR business partners.
- Analyzed competitors and market trends to facilitate business growth. Consolidated business data into actionable metrics to simplify and highlight areas of concern and opportunity.
- Created and updated financial reports on a frequent basis to present information to leadership teams. Analyzed actual financial results to budget, preparing variance reporting to functional groups.
- Led recruitment efforts to attract and retain top talent for staffing positions resulting in a 75% increase in long term hires to client companies.
- Coordinated scheduling and assignments to optimize team performance and productivity.
- Provided guidance and support to team members regarding problem resolution and customer service issues.
- Boosted customer base by 50%, acquiring new customers and engaging previous customers by identifying needs and delivering top talent.
- Optimized branch operations resulting in home branch consistently being in the top three "healthy branches" in the nation as well as being the only local branch to pass all audits on first round.
Director of Operations
Everra
Sandy, UT
04.2020 - 08.2022
- Led and managed company operations, coordinating activities across support teams, sales teams, external influencers, warehouse partners, and suppliers while collaborating with CEO, CFO, CSO, CTO, and HR.
- Led development of company-wide priorities by implementing operating cadence to manage business performance.
- Established operational guidelines and identified opportunities for improvement by communicating clear and consistent messages regarding departmental goals to produce desired results.
- Maintained accurate records of business communications and transaction flows, including inventory tracking, sales metrics, and performance data.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Developed and maintained relationships with clients, serving as liaison for 16k+ international influencers and various warehouses and vendors to foster business growth and improve account retention.
- Promoted products by keeping website updated as well as consistently updating social media platforms and hosting live meetings, increasing customer base and market share.
- Enhanced customer service and satisfaction by implementing policy and procedural changes that addressed client needs.
- Supported IT application development, application support, system integration and system administrative projects.
Director of Retail Business Operations
Intellibed
West Valley City, UT
02.2017 - 04.2020
- Directed daily operations for the Customer Support, Sales, Warehouse Shipping & Receiving, and Warranties Department. Assisted with managing tasks and projects for Wholesale, Product Operations, and Accounting departments. This included managing day-to-day operations as well as overseeing financials.
- Directed training improvements to close knowledge gaps and enhance workforce performance resulting in improved employee retention.
- Streamlined operational efficiencies, designing company-wide analytics tool for client-specific metrics, financial performance, and site performance management tracking.
- Aided senior leadership during the executive decision-making process by generating reports to provide data for consideration of corrective actions and improvements.
- Enhanced policies and procedures to boost employee motivation and maximize team productivity, contributing to higher staff morale.
- Maintained community-based customer relationship management (CRM) database by developing dashboards and reports for multiple departments.
Customer Support Manager
Simple Finance
Sandy, UT
04.2014 - 02.2017
- Directly managed a team of 40+ Customer Service Representatives and CoManaged a team of 50+Collectors.
- Managed hiring, training, scheduling, and disciplinary actions for both teams, ensuring compliance with training requirements.
- Executed billing procedures to maintain financial records, collections and reporting duties on a daily basis.
- Developed and implemented company-wide procedures, policies, and scripts that eliminated internal errors in company billing.
- Completed billing, collections and reporting duties on a daily basis.
- Implemented staff bonus and incentive programs, including Employee of the Month recognition and monthly catered lunches, to enhance team morale.
- Collaborated with other departments, assisting DEV team in building company operating system and providing training and support for Sales Staff.
Office Manager/Sales
Farmers Insurance
Sandy, UT
03.2011 - 12.2016
- Created and managed electronic customer records for billing and accounts receivable, ensuring accuracy and efficiency in data entry and administrative tasks.
- Elevated productivity initiatives while managing presidential calendar, coordinating itinerary and scheduling appointments to optimize time management.
- Developed training materials to assist new agents in passing state testing.
- Automated office operations for client correspondence and record tracking, streamlining communication and enhancing data management efficiency.
- Evaluated and identified ineffective workflow processes, implemented solutions to improve productivity and personnel performance.
- Completed billing, collections and reporting duties on a weekly basis.
Education
High school diploma -
Central Senior High School
Rexburg, IDSkills
- Account Management and Development
- Customer growth and retention
- Sales operations
- Profit and revenue-generating strategies
- Revenue Forecasting and Sales Reporting
- Team collaboration
- Data analysis
- Client relationship management
- Program & Operations management
- Strategic planning
- SOP development
- Risk Mitigation
- Cost and budget analysis
- Inventory Management
- Proficient in Outlook, Microsoft Excel, Google programs, Docs, Sheets, Salesforce, Zendesk, Slack, Teams, Adobe
- Leadership and staff training
- Excellent communication skills
- Operations
- Account growth
- Project management
Timeline
Senior Account Manager
Kaddas Enterprises
07.2024 - Current
Branch Manager
Elwood Staffing Services
08.2022 - 07.2024
Director of Operations
Everra
04.2020 - 08.2022
Director of Retail Business Operations
Intellibed
02.2017 - 04.2020
Customer Support Manager
Simple Finance
04.2014 - 02.2017
Office Manager/Sales
Farmers Insurance
03.2011 - 12.2016
High school diploma -
Central Senior High School