Tammy Herman
Newton,NC
Summary
Dynamic account manager with a proven track record at Highstreet, excelling in client relationship management and strategic planning. Enhanced customer satisfaction by 20% through personalized service and upselling initiatives. Skilled in teamwork and collaboration, driving operational efficiency and fostering long-term client loyalty.
Overview
43
43
years of professional experience
1
1
Certification
Work History
Account Manager
Highstreet
Hickory, NC
03.2018 - 11.2025
- Managed client relationships, ensuring satisfaction and retention through personalized service.
- Developed account strategies that aligned with client goals and market trends.
- Coordinated cross-functional teams to deliver solutions tailored to client needs.
- Analyzed customer feedback to identify areas for improvement in service delivery.
- Presented quarterly business reviews, showcasing performance metrics and growth opportunities.
- Mentored junior account managers, fostering professional development and knowledge sharing.
- Streamlined communication processes between clients and internal stakeholders, enhancing responsiveness.
- Led initiatives to optimize account management workflows, increasing operational efficiency and effectiveness.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Actively participated in networking events within the industry, expanding professional connections and generating leads.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
- Streamlined internal processes for better efficiency in account management tasks.
- Improved overall team productivity by implementing best practices in organization and time management.
- Conducted quarterly business reviews with major accounts to assess satisfaction and identify areas for improvement.
- Boosted client retention by developing and implementing comprehensive account management strategy.
- Streamlined account management processes, reducing response times and improving client service quality.
- Facilitated client meetings to gather feedback and adjust strategies accordingly, ensuring alignment with client objectives.
- Cultivated portfolio of high-value clients by leveraging industry knowledge and strategic networking.
- Coordinated with product development teams to relay client feedback, influencing future product enhancements.
- Established long-term customer relationships to enhance client loyalty and satisfaction.
- Enhanced team performance with regular training sessions on product knowledge and customer service excellence.
- Negotiated contracts with focus on maximizing profit and ensuring client satisfaction.
- Identified at-risk accounts through diligent monitoring and analysis, implementing retention strategies to prevent churn.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Kept detailed records of daily activities through online customer database.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Met existing customers to review current services and expand sales opportunities.
Licensed Sales Producer
Cochrane Insurance Agency
Hickory, NC
07.1996 - 02.2018
- Developed comprehensive insurance policies tailored to client needs and risk profiles.
- Conducted in-depth risk assessments to identify coverage gaps and recommend solutions.
- Facilitated client meetings to review policy options, ensuring informed decision-making.
- Trained junior staff on compliance standards and best practices in insurance sales.
- Implemented streamlined processes for policy renewals, enhancing efficiency and client satisfaction.
- Analyzed market trends to adjust sales strategies, improving competitive positioning.
- Cultivated long-term relationships with clients through exceptional service and follow-up care.
- Guided team initiatives aimed at increasing overall agency performance and client retention rates.
- Enhanced client retention rates with timely follow-ups and personalized attention to individual concerns.
- Promoted products and services using upselling and other sales strategies.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Exceeded corporate quotas for monthly policy sales.
- Increased customer satisfaction by providing exceptional service and tailored insurance solutions.
- Expanded client base by proactively reaching out to potential customers via cold calls, emails, and social media outreach.
- Analyzed customer needs to provide customized insurance solutions.
- Educated clients on insurance policies and procedures.
- Calculated premiums and established payment methods for sales.
Floor Manager
Angelos Shoes
Hickory, NC
03.1983 - 07.1996
- Oversaw daily operations, ensuring optimal staff performance and customer satisfaction.
- Implemented inventory management systems to streamline stock control processes.
- Trained and mentored new team members on best practices and operational standards.
- Developed staff schedules to align with peak sales periods and operational needs.
- Enhanced store layout for improved customer flow and product visibility.
- Analyzed sales data to identify trends and adjust merchandising strategies accordingly.
- Managed store inventory and stock levels to maintain availability of products.
- Improved customer satisfaction by addressing and resolving concerns promptly and efficiently.
- Oversaw supply restocking, area cleaning, and product organization.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Performed closing procedures [Number] times weekly by balancing cash drawers and reconciling credit card transactions.
- Coordinated with other departments to ensure seamless workflow across all areas of the store operation.
- Promoted sales with aggressive targets and clear goal attainment strategies for individual employees and teams.
- Maintained clean and organized floor area, improving shopping experience for customers.
- Led by example, demonstrating strong work ethic and commitment to excellence.
Education
P&C Insurance State License
NCDOI
Raleigh, NC12-1996
High School Diploma -
Fred T Foard High School
Vale, NC06-1986
Skills
- Account management
- Customer service
- Teamwork and collaboration
- Client relations
- Client relationship management
- Customer satisfaction
- Relationship building
- Strategic planning
- Customer relationships
- Goal oriented
- Sales development
- Relationship building and management
- Account oversight
- Issue resolution
- Client relationship building
- Networking skills
- Team Training
- Client rapport
- Upselling
- Operations
- Account servicing
- New account creation
- Client meetings
- Client acquisition
- Order management
- Vendor relations
- Cold calling skills
- Staff management
Accomplishments
- Business Development: - Developed strong relationships with key referral sources which resulted in 12% increase in referrals over one-year period.Initiated two key partnerships which resulted in [X%] revenue growth.
- Training - Designed and executed one-month training program for company sales team, increasing employee productivity and product knowledge.
- Product Marketing - Offered comparable product substitutions and alternative locations to clients when desired merchandise was out-of-stock.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 6 staff members.
- Achieved increased sale through effectively helping with obtaining new customers.
Certification
- Licensed Insurance Agent- 29 years
Timeline
Account Manager
Highstreet
03.2018 - 11.2025
Licensed Sales Producer
Cochrane Insurance Agency
07.1996 - 02.2018
Floor Manager
Angelos Shoes
03.1983 - 07.1996
P&C Insurance State License
NCDOI
High School Diploma -
Fred T Foard High School