Hi, I’m
Theresa Flores
CX & Account Management Leader
Austin,TX
Summary
Empathetic leader with extensive experience implementing solutions to optimize the customer lifecycle, unlock maximum value from customer investments, and accelerate growth initiatives. Earned recognition for innovation, initiative, and driving change by leveraging insights to integrate a customer success mindset. Implement data-driven solutions to improve process efficiencies, advance product revenues, and drive an exceptional Customer Experience.
Overview
9
years of professional experience
6
years of post-secondary education
Work History
The Landmark GroupAustin, Texas
Account Management & Operations Lead
05.2022 - 04.2023
Job overview
- Strengthened relationships with current accounts through consistent and frequent communication.
- Supported day-to-day account management for company clients.
Supported strategic endeavors from both brainstorming and administrative perspective. - Worked collaboratively with sales team to identify and target market opportunities.
- Train and oversee Account Management team to ensure duties are being performed optimally.
- Coordinate & manage vendor relationships relevant to business needs.
- Develop and implement processes, SOPs and company infrastructure.
- Assist executive leadership with hiring & HR by developing interview guides, job descriptions, and onboarding.
- Seek out ways to improve customer experience.
- Ensure business operations are carried out in an appropriate, cost effective way Perform data mining, exploration, and analysis.
- Collaborate with other team members to ensure seamless business execution, reinforce positive morale, and uphold company values.
REXAustin, TX
Manager of Customer Success, Account Management
04.2021 - 05.2022
Job overview
- Q4 Accomplishment: Led team of 13 Account Managers with extremely low churn rate of .007% who facilitated in 125 transactions totaling over $1M in brokerage revenue. Quarter over quarter, team accomplished brokerage revenue growth of 16% and 6% increase in close rate, growing from 68% to 72%.
- Proactively monitors goals and standings of assigned team
- Manage high volume of direct reports effectively with optimal results
- Lead weekly team trainings, meetings, and huddles on process reinforcement/updates, sales tactics and best practices
- Collaborate cross functionally with other departments to effectively achieve company goals
- Strategically create goals and KPIs for AM Team that coincide with other departments and facilitate in company growth
- SME in new hire training and development program, active client operations, and conflict management
- Implement successful sales strategies and processes leading to trackable efficiencies and increased productivity
- Provide departmental updates to stakeholders and employees in all employee meetings
- Achieve high employee satisfaction & cross-functional team feedback
REXAustin, Texas
Team Lead, Account Management
08.2020 - 04.2021
Job overview
- Act as first point of contact for escalations and follow up with management accordingly
- Train new Account Managers and assist with ongoing development of AM team
- Monitor AM team's overall performance to establish optimal results
- First line of defense for PTO coverage for Account Managers to stay close to process and monitor performance from within
- Work with AM Manager to develop processes and workflows resulting in increased productivity and customer experience/satisfaction
- Regularly communicate information, updates, trends, and challenges to AM team and management
- Supervise team to enforce team's compliance with company guidelines and SOPs
- Communicate and model job responsibilities, performance expectations, and values of company
- Develop rapport, trust, and open line of communication that enhances growth and performance of AM team
- Promote cross-collaboration with other REX teams, especially Agent and local market teams
- Screen and interview potential AM candidates
- Communicate departmental updates to stakeholders and employees in company side meetings
- Directed and supervised team of 14 engaged in Account Management and Customer Service development
REXAustin, Texas
Account Manager
09.2019 - 03.2020
Job overview
- Managed 68 successfully closed transactions resulting in $438K in brokerage revenue in less than 6 months
- Build relationships and generate excitement about REX with existing customers
- Master of all proprietary and 3rd party technology to successfully manage real estate listings and transactions including both internal and external/customer facing tools.
- Provide exceptional support to sellers by anticipating their needs, monitoring home sale activity, and ensuring marketing is performing optimally
- Assist Agents with listing duties such as preparing addendums and agreements, reviewing pricing and comps, and ensuring he escrow dependent tasks are completed timely for successful close
- Document tracking for large volume of real estate transactions
- Manage projects to get properties listed live on REX's website including creating content, submitting vendor work orders, scheduling showings and open houses
SecureLink
Account Executive
07.2018 - 06.2019
Job overview
- Consistently met or exceeded quota, achieving average of 140% goal attainment overall
- Generate new opportunities to develop sales pipeline via email and phone prospecting
- Set up and conduct product introduction presentations and demonstrations with executive level management at large organizations
- Manage all opportunities through full sales process cycle from qualification to close
- Support marketing programs, lead generation campaigns, and targeted sales activities
- Work closely with engineering and product development teams to execute new business
- Built and strengthened relationships with new and warm leads to drive revenue growth
- Created and executed account strategies to present services to key decision makers
AdKarma by RhythmOne
Senior Publisher Operations Manager
02.2017 - 07.2018
Job overview
- Manage and motivate publisher operations (Account Management) team
- Delegate tasks and derive attainable and stretch revenue goals for direct publisher operations team
- Optimize top level publisher accounts daily to maximize advertising campaign performance
- Continue to grow accounts using effective sales strategies to sell new digital ad products and solutions
- Manage 60+ accounts to optimal performance
- Investigate issues with campaign performance and implement necessary changes based on KPI targeting and campaign needs
- Manage and grow top tier accounts producing more than $2 Million in gross revenue per quarter
- Develop and implement performance improvement strategies and plans to promote continuous improvement
AdKarma by RhythmOne
Senior Account Executive/Sales Manager
06.2014 - 02.2017
Job overview
- Managed, motivated and mentored team of sales people to bring in quality publishers effectively
- Traveled to meet with partners to discover new opportunities, resulting in revenue growth of more than $500,000 per quarter
- Met and exceeded monthly and quarterly sales goals resulting in substantial revenue growth of more than 200%
- Maintained deep understanding of industry’s overall functionality and keeping up to date with industry trends
- Sold numerous digital ad solutions and products including exclusive offerings meant for premium publishers only
- Successfully managed accounts yielding more than $1.5 million in gross revenue per quarter
Education
Grantham UniversityLenexa, KS
MBA from Information Management
01.2017 - 01.2019
University of Missouri - St LouisSt Louis, MO
BACHELOR OF ARTS from Art History & Photography
01.2005 - 01.2009
Skills
Staff mentoring and leadership
Cost reviewing
Team Building
Training and mentoring
Revenue growth
Strategic communications
Inter-department collaboration
Relationship building and management
Sales Reporting
Operations
Goals and performance
CRM Systems
Management collaboration
Affiliations
Texas Real Estate Commission: License Number 722776
Timeline
Account Management & Operations Lead
The Landmark Group
05.2022 - 04.2023
Manager of Customer Success, Account Management
REX
04.2021 - 05.2022
Team Lead, Account Management
REX
08.2020 - 04.2021
Account Manager
REX
09.2019 - 03.2020
Account Executive
SecureLink
07.2018 - 06.2019
Senior Publisher Operations Manager
AdKarma by RhythmOne
02.2017 - 07.2018
Grantham University
MBA from Information Management
01.2017 - 01.2019
Senior Account Executive/Sales Manager
AdKarma by RhythmOne
06.2014 - 02.2017
University of Missouri - St Louis
BACHELOR OF ARTS from Art History & Photography
01.2005 - 01.2009