Rocky (Hao) Hoang
Summerville,SC
Summary
Account manager with expertise in conflict resolution and customer relationship management. Proven track record of managing multiple accounts while delivering exceptional service quality. Enhanced client experiences through strategic planning and effective communication.
Overview
6
6
years of professional experience
Work History
Account Manager
Southern Valet
Charleston, South Carolina
10.2023 - Current
- Managed client accounts, enhancing service quality and client satisfaction.
- Managed multiple accounts simultaneously while meeting deadlines.
- Renewed existing accounts through relationship building and trust with clients.
- Coordinated communications between clients and operational teams to streamline information flow.
- Resolved client inquiries and issues promptly to maintain relationships.
- Resolved customer complaints in a timely manner.
- Facilitated meetings with clients to discuss service updates and enhancements.
- Acted as main point of contact in matters relating to client concerns and needs.
Concierge Manager
Great Vacations
Charleston, South Carolina
03.2022 - 10.2023
- Coordinated guest services to create memorable visitor experiences.
- Managed all concierge staff, ensuring that they provided exceptional service to guests.
- Supervised concierge team to ensure high service standards.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Handled guest inquiries and resolved issues promptly and efficiently.
- Cultivated partnerships with local businesses to provide exclusive offerings for guests.
- Trained staff on customer service best practices and procedures.
- Streamlined booking processes for tours and transportation services.
Account Manager
PMC
Charleston, South Carolina
07.2020 - 02.2022
- Developed and implemented account plans that increased revenue and market share in designated sectors.
- Renewed existing accounts through relationship-building with clients.
- Resolved client issues and complaints promptly, enhancing client satisfaction.
- Acted as main point of contact in matters relating to client concerns and needs.
- Collaborated with marketing teams to develop targeted campaigns for account acquisition and growth.
- Prepared and presented detailed reports on account status, challenges, and growth opportunities to executive leadership.
- De-escalated customer interactions by providing alternative solutions to issues.
Education
High School Diploma -
West Ashley High School
Charleston, SC06-2011
Skills
- Client account management
- Account planning
- Sales forecasting
- Project coordination
- Conflict resolution
- Training and mentoring
- Customer relationship management
Languages
Vietnamese
Native/ Bilingual
Timeline
Account Manager
Southern Valet
10.2023 - Current
Concierge Manager
Great Vacations
03.2022 - 10.2023
Account Manager
PMC
07.2020 - 02.2022
High School Diploma -
West Ashley High School