Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Business Development Manager
Kleinfelder
03.2023 - 03.2024
Conducted comprehensive market research and analysis to identify emerging trends and potential areas of expansion.
Led cross-functional teams to successfully execute complex projects, ensuring timely delivery and client satisfaction.
Established valuable partnerships with complementary businesses, creating mutually beneficial synergies that accelerated growth for both parties.
Spearheaded initiatives aimed at improving customer retention rates by proactively addressing concerns before they escalated into larger issues.
Delivered compelling sales presentations to prospective clients, highlighting the unique value proposition of our products and services.
Developed customized solutions for clients based on a deep understanding of their unique pain points, delivering exceptional value and driving repeat business.
Leveraged industry events to network with potential clients, generating significant brand exposure and driving new business acquisition efforts.
Facilitated regular communication with clients to ensure their needs were met, fostering long-lasting relationships built on trust and mutual respect.
Increased client base by identifying new business opportunities and cultivating strong relationships with key decisionmakers.
Mentored junior team members in effective sales techniques, fostering a high-performance culture within the organization.
Negotiated and closed long-term agreements with new clients in assigned territory.
Kept meticulous client notes and updated account information in company databases.
Taught consultative selling techniques to new and existing staff members to build expertise.
Represented company and promoted products at conferences and industry events.
Generated new business with marketing initiatives and strategic plans.
Established relationships with key decision-makers within customer's organization to promote growth and retention.
Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
Client Development Specialist
Terracon Consultants
03.2020 - 03.2023
Monitored and evaluated industry trends, customer drivers and meet regularly with management and stakeholders to implement a proactive strategy for major pursuits
Evaluated effectiveness of strategies, identify gaps and opportunities, and recommended innovative yet practical improvements
Provided accurate timely reporting to support program objectives and senior managements decision-making process.
Led training sessions for junior team members on best practices in client development, fostering a culture of continuous learning within the team.
Exceeded sales targets consistently through proactive prospecting efforts and strong negotiation skills.
Delivered product demonstrations and presentations, showcasing features that aligned with clients'' objectives.
Implemented innovative marketing strategies that drove brand awareness and attracted potential clients.
Provided comprehensive after-sales support to clients, resolving any issues promptly and efficiently.
Established long-lasting partnerships with key industry stakeholders, enhancing networking opportunities for the organization.
Maintained accurate records of all client interactions in CRM systems, ensuring seamless account management across departments.
Streamlined internal processes to minimize response times for client inquiries, fostering an environment of trust and reliability.
Capitalized on available business intelligence tools to seek out lucrative opportunities.
Assisted operations managers with preparation and execution of client development plans and programs.
Collaborated with others in corporate roles to coordinate client and project pursuits.
Developed and used networking contacts to generate client leads and acquired new projects from past, existing and future clients.
MTU Program Manager/Real Estate Relationship Manager
CenturyLink
02.2019 - 03.2020
Developed a strategy to attract and retain a network of real estate related professionals who share leads and information to create growth (both unit sales and revenue) and building penetration within the Charlotte, NC market
Built and managed relationships with landlord partners by establishing trust and rapport for the purpose of lead generation
Conducted high touch contact meetings with Leasing Agents (landlord reps, tenant reps), and Property Managers in order to establish partnerships and a referral network
Maintained a building management report to ensure minimum weekly and monthly contact with partners to establish and maintain strong relationships
Coordinated introductions for sales teams when applicable
Partnered with a cross-functional team of product, service delivery and marketing professionals accountable for the development and execution of MTU (Multi-Tenant Unit) program strategies
Evaluated effectiveness of strategies, identify gaps and opportunities, and recommended innovative yet practical improvements
Provided accurate timely reporting to support program objectives and senior managements decision-making process
Lead the coordination and communication of marketing activities for supported sales groups
Leveraged Salesforce to maintain records of key phone calls, emails and other customer interactions.
Customer Success Manager
Asset Management Technologies (AMTdirect)
07.2018 - 02.2019
Lead point of contact for 85+ commercial real estate accounts, serving as the subject matter expert for AMTdirect products and services, while providing the highest level of customer service to ensure client satisfaction
Built and managed relationships with key client stakeholders by establishing trust and rapport with client leadership, operational managers and application end-users
Provided timely resolution of product and accounting-related customer support issues
Exercised independent judgment and analysis to determine best method(s) to resolve issues and ensure customer loyalty and satisfaction
Identified additional revenue opportunities within client accounts, upselling both software and services, to drive increased usage and adoption of the application
Assisted in the development of success plans for clients that outlined critical success factors, metrics for success, potential issues and provided recommendations
Anticipated and understood clients’ wants and needs; partnered with the Product Management team to suggest, design and deliver product enhancements and solutions
Leveraged NetSuite to maintain records of key phone calls, emails and other customer interactions.
Senior Property Manager
Duke Realty
02.2017 - 03.2018
Managed daily operation, maintenance, and management of over 2,500,000 sq
Ft
Of internally owned and joint venture industrial and office property for national, publicly traded, commercial real estate firm
Managed proper execution of projects performed by Director of Maintenance; prepared annual operating budgets totaling $10MM inclusive of bidding, recoveries projection, capital improvement schedules, contracts and preventative maintenance costs
Prepared monthly management reports including site narratives, variances, projections for write off, delinquencies, property, and capital project reports
Evaluated and administered all vendor contract requirements; prepared bid specifications, solicited competitive bids and evaluated cost/benefit to maximize contractual value
Guided property and tenant improvement projects, partnering with Duke Construction, contractors, vendors and maintenance staff in order to achieve on time deliverables
Directed and led a team of 10 (engineers, lease administrators, customer account representatives, maintenance staff and vendors); planned, coordinated and facilitated tenant events for up to 1,000 employees
Administered aspects of industrial and office leases; required contracts, abstracts, commencements, move in/out, renewals/assignments, and general compliance with terms
Interacted daily with all aspects of accounting/operating functions necessary for fiduciary responsibility of property, AP, AR, Lease Administration, Customer Account Representatives, variances, credits, accruals, CAM reconciliation, invoice coding, utility bill backs, and tax and insurance billings
Ensured compliance with applicable local, state and federal laws, rules and regulations, including ADA and environmental regulations
Helped maintain an occupancy rate of 95% or higher on both office and industrial properties; improved tenant survey scores by 15% (recognized above industry average by Kingsley)
Assistant Property Manager
Stiles Corporation
08.2008 - 01.2011
Supported daily operations, maintenance and lease administration of 1,004,000 square feet of internally owned, 3rd party, retail, light industrial and office property
Administered annual operating budgets totaling $8MM inclusive of bidding, recoveries projection, capital improvement schedules, contracts and preventative maintenance costs
Administered all aspects of retail and office leases, including rent commencement, rent increases, AR, required contracts, insurance, abstracts, commencements and renewals/assignments
Supervised a team of 3 employees: administrative assistant and 2 building engineers
Maintained building security access systems; provided security reports to managers and tenants
Performed fiduciary responsibility for properties on a daily basis, including AP, AR, GL, variances, credits, accruals, CAM reconciliation, invoice coding, utility bill backs and tax and insurance billings
Evaluated and administered all maintenance and vendor contract requirements, prepared bid specifications, solicited competitive bids, evaluated cost/benefit and made recommendations to ownership to maximize contractual value
Contributed as member of interdepartmental LEED teams; recognized for gold rated multi-office building
Managed daily coordination of work, triaging unforeseen issues and impact on tenant relations resulting from a multimillion-dollar renovation of an occupied office building (40,0000 square feet)
Served as a liaison between tenants and Stiles construction department during build out; dispatched maintenance services and advised work activity.
Education
Master of Business Administration -
NOVA Southeastern University
Davie, FL
Bachelor of Arts: Business Administration - undefined
Flagler College
St. Augustine, FL
Skills
Stakeholder Communication
undefined
Certification
Real Estate License, Florida, 2017
Affiliations
Institute of Real Estate Management, NC 40 Chapter 2019
Commercial Real Estate Women (CREW), President (2017), Programs Chair (2016), Ft. Lauderdale/Boca Raton Chapter
Commercial Real Estate Women (CREW), Co-Chair Membership committee, Charlotte Chapter
Urban Land Institute (ULI) Charlotte, NC Chapter
National Association for Industrial and Office Parks, Charlotte, NC Chapter
Society of Marketing Professionals
Core Professional Strengths
Account Management
Business Development
Contract Review
Customer Relationship Management
Document Compliance & Management
Portfolio Management
Event Coordination
LEED Certification Process Expertise
Project Management
Vendor Relations
Contract Management
Proficient in Salesforce,NetSuite, Zendesk, Asana, Zoom, Microsoft Teams, Microsoft CRM, Google Docs
Financial Management & Analysis
Strategic Planning
Negotiation Skills
Awards
BOMA Ft. Lauderdale and The Palm Beaches, TOBY Awards 2010
Timeline
Business Development Manager
Kleinfelder
03.2023 - 03.2024
Client Development Specialist
Terracon Consultants
03.2020 - 03.2023
MTU Program Manager/Real Estate Relationship Manager
CenturyLink
02.2019 - 03.2020
Customer Success Manager
Asset Management Technologies (AMTdirect)
07.2018 - 02.2019
Senior Property Manager
Duke Realty
02.2017 - 03.2018
Assistant Property Manager
Stiles Corporation
08.2008 - 01.2011
Master of Business Administration -
NOVA Southeastern University
Bachelor of Arts: Business Administration - undefined