Resourceful Account Manager with excellent client oversight, issue resolution and relationship-building expertise. Maximized repeat business opportunities and utilized proven prospecting techniques to expand client base. High-level sales cycle knowledge and strong collaborative skills leading to optimum outcomes.
Hi, I’m
Ryan O'Boyle
Wilkes-Barre,PA
Summary
Overview
8
years of professional experience
Work History
CLEAResult
Account Manager
05.2022 - Current
Job overview
- Created and oversaw the growth of 3 separate channels for the Instant Discounts Program. (HVAC, Food Service & Agriculture)
- Developed and implemented strategies to increase client retention.
- Oversaw new business development to generate sales leads through, cold calling, emailing and the Construct Connect platform.
- Presented and explained energy efficiency programs to social, commercial and industrial audiences.
- Reviewed project submittals for compliance with energy modeling requirements and practices pursued.
- Leveraged Salesforce platform to track and notate sales interactions and follow up activities as well as Power BI.
- Contributed to client interaction via email and conference calls.
- Prepared monthly reports containing energy analysis results and KW/KWH savings.
- Oversaw our program website for Instant Discounts as the Administrator.
- Prepared contracts and retention agreements using DocuSign.
- Trained both Distributors and Customers on our various websites and application portals.
- Participated in continuous training opportunities to hone craft and build leadership skills.
- Responsible for setting meetings in person as well as Microsoft Teams across all 29 counties within the service territory,
Genpact
Help Desk Specialist
06.2020 - 05.2022
Job overview
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Devised innovative strategies to improve customer satisfaction scores and meet company goals.
- Recorded product or service failure complaints and notified appropriate departments.
- Process Credit Card payments
- Email customer invoices/statements
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Took payment information and other pertinent information such as addresses and phone numbers to retain customers information.
- Enter and resolve customer disputes.
- Manage all master data of each customers account
Genpact
Customer Financial Services Representative
12.2019 - 06.2020
Job overview
- Documented customer interactions and relationships using CRM systems.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Monitored accounts for compliance with established payment plans and flagged those in violation.
- Used probing techniques to determine debtors' reasons for delinquency.
- Researched, analyzed and settled disputes each week.
- Processed payments and contracts on accounts.
- Negotiated to collect balance in full.
- Recorded all information regarding financial status of customers.
- Resolved challenging situations with friendly but firm strategies.
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
Genpact
Hotel Billing Analyst
02.2019 - 12.2019
Job overview
- Managed invoicing and payment processing operations
- Handled account payments and provided information regarding outstanding balances
- Executed billing tasks and recorded information in company databases
- Developed rapport with clients and vendors to cultivate loyalty and satisfaction
- Collected data to complete detailed financial reports for stakeholders and management
- Generated and submitted invoices based upon established accounts receivable schedules and terms
- Trained and mentored new team members on accounts payable systems and policies to build cohesive groups and promote operational performance
- Utilized talents and expertise to complete on-time and accurate receipts and invoices
- Used problem solving skills to identify issues with bills and send revisions to clients
The Woodlands Inn
Outside Sales Manager
03.2018 - 01.2019
Job overview
- Visited clients to sell Hotel rooms and meeting space
- Finalized sales deals and contracts
- Followed up with clients to try and close deals
- Updated client accounts based on changing markets
- Developed and maintained long-term relationships with policyholders and small business entities
- Boosted revenue by bringing in and cementing relationships with new clients and optimizing the servicing of existing customer accounts.
- Set up contracts, negotiated rates and hammered out service terms
- Visited customer locations to determine needs, set up contracts and provide training
- Brought in new accounts through successful networking strategies and promotional approaches.
- Asked appropriate open-ended questions to discover prospects' needs and requirements
- Boosted sales numbers with proactive account servicing and diligent relationship-building.
The Woodlands Inn
Inside Sales Representative
11.2016 - 03.2018
Job overview
- Maintained friendly and professional customer interactions at all times
- Developed and deepened customer relationships to drive revenue growth
- Prioritized daily workflows, including all inbound calls, quotes and sales-related inquiries
- Applied mathematical skills to calculating amounts, negotiating prices and setting up contracts
- Collected information on sales and service issues to provide effective resolutions
- Determined needs, delivered solutions and overcame objections through consultative selling skills
- Answered customers' questions regarding products, prices and availability
- Wrote sales contracts for guest and meeting rooms
- Effectively and accurately took orders from customers to ensure their parties and meetings were how they envisioned
The Woodlands Inn
Front Desk Agent
04.2015 - 11.2016
Job overview
- Managed the day-to-day operations of the front desk at a major hotel in Wilkes-Barre and handled concierge responsibilities when that individual was not available
- Answered calls and routed them to the proper guest or department when the switchboard operator was unavailable
- Answered customer telephone calls promptly and appropriately
- Reported maintenance problems to the appropriate personnel
- Took reservations over the phone, in person and via computer for guests and provided confirmations
- Answered the phone by the second ring and greeted callers enthusiastically
- Issued room keys to guests upon check-in and answered questions regarding how to use them properly
- Greeted each patient pleasantly and provided the desk sheet for sign-in
- Acquired a vast knowledge of the local area to provide guests with information about dining options, arts, and culture, sporting events, concerts and shows
- Collected deposits, fees and payments
Education
Luzerne County Community CollegeNanticoke, PA
Associate from Tourism & Hospitality Management
University Overview
Pittston Area Senior High SchoolPittston, PA
High School Diploma
2014
University Overview
Skills
- Exceptional in Microsoft Office (Word, Excel, PowerPoint)
- Prospecting and Cold Calling
- Strong Lead Development Skills
- Account Management
- Excellent time management skills
- Exceptional telephone etiquette
- Effective problem solving
- Report Preparation
- Energy Reduction
- Developing Presentations
Timeline
Account Manager
CLEAResult
05.2022 - Current
Help Desk Specialist
Genpact
06.2020 - 05.2022
Customer Financial Services Representative
Genpact
12.2019 - 06.2020
Hotel Billing Analyst
Genpact
02.2019 - 12.2019
Outside Sales Manager
The Woodlands Inn
03.2018 - 01.2019
Inside Sales Representative
The Woodlands Inn
11.2016 - 03.2018
Front Desk Agent
The Woodlands Inn
04.2015 - 11.2016
Luzerne County Community College
Associate from Tourism & Hospitality Management
Pittston Area Senior High School
High School Diploma