Rebecka Richard
Firestone,CO
Summary
Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management. 12 years of experience in working with both US and foreign governments and businesses in the Europe, Middle East, and Africa regions.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Account Services Manager
Maxar Technologies
Westminster, CO
10.2020 - 11.2023
- Act as customer advocate and address problems with accounting, billing, and service delivery to maintain and enhance client satisfaction and retention.
- Built and strengthened long-lasting client relationships.
- Educated clients on new products or services to increase customer engagement with brand.
- Identify client operational and environmental objectives, needs, and requirements. Actively listen, probe, and identify concerns.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Successfully managed contract budgets and allocated resources to maximize productivity and profitability.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Developed and maintained courteous and effective working relationships.
- Cultivated interpersonal skills by building positive relationships with others.
- Monitored industry, technological and economic developments to stay current on potential risks.
- Worked within MS Office to compile and review information with pivot tables and charts.
- Proved successful working within tight deadlines and a fast-paced environment.
LEAD Imagery Support Representative
Maxar Technologies
Westminster , CO
06.2018 - 10.2020
- Coached employees through day-to-day work and complex problems.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Created, prepared, and delivered reports to various departments.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Provided technical support to customers, troubleshooting technical issues and providing solutions.
- Monitored employee and customer interactions to assess quality of service.
- Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
- Prepared employee schedules for maximum coverage during key hours.
Satellite Vehicle Mission Planner
Maxar Technologies
Longmont , CO
01.2015 - 06.2018
- Utilized comprehensive risk analysis to identify, assess and manage emergency management risks.
- Collaborated with stakeholders to prepare plans and procedures to respond to emergency scenarios.
- Kept informed of activities or changes that could affect likelihood of emergencies, factors that could affect response efforts and details of plan implementation.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
Imagery Support Representative
Maxar Technologies
Longmont, CO
04.2012 - 12.2014
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Coached employees through day-to-day work and complex problems.
- Created, prepared, and delivered reports to various departments.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Analyzed customer service data to identify trends, identify solutions and improve customer experience.
- Created user accounts and assigned permissions.
Systems Application Specialist
Avaya
02.1990 - 03.2012
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Associate of Applied Science - Geospatial Information Systems
Front Range Community College
Westminster, CO05.2017
Skills
- Client Relationship Management
- Customer Service
- Business Development
- Trend Forecasting
- Account Servicing
- Account Development
- Revenue Generation
- Team Training
- Contract Negotiation
- Project Management
- Account Management
- Schedule Management
- Territory Management
- Data Analytics
- Complaint Management
- Customer Training
- Employee Mentoring
- Strategic Account Planning
- Goal-Oriented
- Operations
- Teamwork and Collaboration
- Cross-Functional Collaboration
- Invoice Balancing
- Internet Savvy
- Client Relations
- Product Training
- and Reporting
- Sales Techniques
- Client Relationship Management
- Client Relationship Management
- Client Relationship Management
- Client Relationship Management
- Client Relationship Management
- Credit Checks and Collections
- National Accounts
- Order Management
- Order Processing
- Relationship Building and Management
- Verbal and Written Communication
- Customer Relationships
- Prioritizing Workflows
- Revenue Retention
- Accounts Payable and Accounts Receivable
- Issue Resolution
- Sales Solutions
- Strategic Planning
Certification
- Sandler Bronze Certification - 2021
Additional Information
Additional Systems Experience
SAP
SalesForce
ARC GIS
QGIS
Timeline
Account Services Manager
Maxar Technologies
10.2020 - 11.2023
LEAD Imagery Support Representative
Maxar Technologies
06.2018 - 10.2020
Satellite Vehicle Mission Planner
Maxar Technologies
01.2015 - 06.2018
Imagery Support Representative
Maxar Technologies
04.2012 - 12.2014
Systems Application Specialist
Avaya
02.1990 - 03.2012
Associate of Applied Science - Geospatial Information Systems
Front Range Community College
- Sandler Bronze Certification - 2021
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