Tonita Gray
Summary
Seasoned professional with 9 years of experience in account management and client engagement, adept at nurturing key partnerships and exceeding sales targets. Proficient in Salesforce.com, with a proven track record in remote work and leading teams to drive customer retention. Actively seeking an Account Executive role to leverage expertise in strategic client relations and business growth. Highly organized and motivated Account Executive with demonstrated track record of building relationships with clients, developing successful sales campaigns, and managing teams of account managers. Skilled in financial analysis, customer service and problem-solving. Experienced in coordinating activities with various departments to achieve strategic objectives.
Overview
12
12
years of professional experience
Work History
Account Executive/Client Engagement Specialist
WM of Florida
06.2023 - 02.2024
- Spearheaded client relations and account management for WM of Florida, successfully nurturing key partnerships and driving business growth through strategic engagement and tailored waste management solutions.
- Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.
- Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
- Qualified leads, built relationships and executed sales strategies to drive new business.
- Boosted client satisfaction by developing and maintaining strong relationships through effective communication.
Account Manager/Project Manager
ACCO Brands
07.2018 - 04.2023
- Conducted outbound sales calls, responding to customer inquiries and securing orders while maintaining a focus on building relationships and understanding client needs
- Met and exceeded established sales targets on a daily, weekly, monthly, and quarterly basis, ensuring a high level of customer satisfaction
- Pursued new business opportunities within designated territories, emphasizing the promotion of a comprehensive product line to medium and large accounts
- Managed and updated sales activity records and opportunities in Salesforce.com, adhering to company-defined metrics and sales process protocols.
- 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.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
Customer Retention Manager
Asurion
04.2012 - 07.2015
- Ensured agent adherence to key performance indicators such as call handling efficiency, schedule compliance, and post-call processing, optimizing customer interaction processes
- Conducted thorough analyses and compiled reports to identify and address trends affecting team productivity and individual performance
- Built and managed a team focused on customer retention, successfully conveying the value of products and services to maintain client engagement.
- Worked closely with marketing teams to align messaging and promotions around specific customer segments, increasing overall engagement rates.
- Streamlined internal processes, resulting in an improved customer experience and reduced complaint resolutions times.
- Launched cross-departmental initiatives that resulted in improved collaboration between departments ultimately enhancing the overall customer experience.
Manager
Buffalo Wild Wings
01.2012 - 04.2013
- Coordinated the onboarding process, enforcing the importance of customer service excellence and professional standards among new hires
- Developed advertising campaigns and promotional materials in collaboration with stakeholders, ensuring alignment with budget constraints and organizational goals.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Education
Bachelor of Science - Political Science, Business
University of Southern Miss
Hattiesburg, MSSkills
- Administrative
- Outlook
- Ability to Research and Assess Quality Account Potential
- Problem Solving
- Priority Setting/Time Management
- Resiliency and Perseverance
- Negotiating Skills
- Customer Focus
- Presentation Skills
- Goal Oriented
- Positive Outlook
- Strong Self Confidence
- Effective Listening and Questioning Skills
- Highly Motivated
- Action Oriented
- High Sense of Urgency
- Exceptional Professional Presence and Excellent Telephone Skills
- Account Penetration and Relationship Development
- Project planning and development
- Agile and Scrum methodologies
- Cross-functional team leadership
- Communication and presentation
- Conflict resolution
- Time management
- Communication
- Interpersonal Skills
- Sales Experience
- Problem-solving
- CRM Proficiency
- Pipeline Management
- Relationship building and management
- Account Management
- Client Relationship Bu
- Customer Service
Timeline
Account Executive/Client Engagement Specialist
WM of Florida
06.2023 - 02.2024
Account Manager/Project Manager
ACCO Brands
07.2018 - 04.2023
Customer Retention Manager
Asurion
04.2012 - 07.2015
Manager
Buffalo Wild Wings
01.2012 - 04.2013
Bachelor of Science - Political Science, Business
University of Southern Miss
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