SANDY OMPERTAB
Danbury,CT
Summary
An ambitious, performance-oriented leader that is eager to contribute over a decade of experience in Account Management to develop and lead an exceptional Customer Success team while positively impacting the culture as well as adding value and growth to your organization.
Overview
15
15
years of professional experience
Work History
Director of Account Management
Northwest LLC
05.2019 - 06.2022
- Responsible for team of Client Success Account Managers overseeing workflow distribution within all aspects of client success operations.
- Analyzed key performance metrics to identify areas for improvement in account management processes and implemented necessary changes for optimization.
- Collaborated cross-functionally with all teams to create SOPs and implement systems and procedures to improvement and better shape organization for higher efficiency.
- Accountable for developing and executing integrated operational plans to supply account objectives.
- Compiled and analyzed data to create detailed reports for forecast review meetings with departmental VPs and stakeholders by evaluating against sales forecast, product supply planning, logistics and operations to ensure sales goals and service targets aligned.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Streamlined internal communication for improved efficiency in managing accounts and addressing client needs.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Championed a customer-centric culture within the organization, reinforcing the importance of prioritizing client needs and expectations at every level.
Operations Manager, Customer Experience
Bedgear
02.2014 - 05.2019
- Primary liaison for over 100 accounts, 30+ sales reps, and 4 regional VPs.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Trained and guided team members to maintain high productivity and performance metrics.
- Developed comprehensive onboarding and training programs for new employees, accelerating their integration into the team environment.
- Collaberated with Procurement team and individual retailers to ensure actual sales, forecasting and planned inventory flow aligned.
- Collaborated with sales team members to identify growth opportunities and develop strategies along with providing detailed reports per account.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Conducted regular audits of internal processes to maintain compliance with regulatory requirements.
- Collaborated with sales and marketing teams to align customer experience strategies with overall brand goals.
- Demonstrated leadership skills in managing projects from concept to completion.
- Spearheaded the creation and maintenance of product order forms for sales reps.
- Oversaw vendor relationships, ensuring timely delivery of products and services while maintaining cost controls.
- Allocation, scheduling and execution of all retailer installs/rollouts or store openings.
Senior Customer Support Representative
Rugs USA
06.2007 - 01.2014
- Responded to customer inquires involving products, services, company information and resolve issues in a timely manner.
- Engage in 70+ customers during a day to day call center shifts. Managed customer returns and exchanges.
- Consistently achieved high levels of customer satisfaction through proactive communication strategies such as regular followups.
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Handled customer inquiries and suggestions courteously and professionally.
- Collaborated with cross-functional teams to identify and implement solutions for recurring customer issues.
- Processed customer service orders promptly to increase customer satisfaction.
Education
Bachelor of Science - Education
Queens College of The City University of New York
Flushing, NY05.2017
Skills
- Goal Setting and Achievement
- Client Satisfaction
- Pipeline Management
- Teamwork and Collaboration
- Operations Management
- Strategic Planning
- Brand Awareness
- Data Analytics
- Client Relationship Management
- Organizational Skills
- Analytical Thinking
- Training and mentoring
Timeline
Director of Account Management
Northwest LLC
05.2019 - 06.2022
Operations Manager, Customer Experience
Bedgear
02.2014 - 05.2019
Senior Customer Support Representative
Rugs USA
06.2007 - 01.2014
Bachelor of Science - Education
Queens College of The City University of New York
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