Vanessa Serrano
Anaheim,CA
Summary
Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management. Talented in identifying and capitalizing on emerging market trends and upselling.
Overview
9
9
years of professional experience
Work History
Account Manager
MasterCorp Commercial Services
05.2020 - Current
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- 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.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
- Developed customized account plans for clients to help them achieve their business goals.
- Actively participated in networking events within the industry, expanding professional connections and generating leads.
- Set and achieved company defined sales goals.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Responsible for the completion open work orders and special requests.
- Onboard, train, and review company policies with new hires; ICIMS.
- Create and managed monthly and quarterly schedules for all accounts.
- Review staff's time to ensure all labor hours are accounted for and coded correctly.
Account Manager
Commercial Cleaning Systems
09.2016 - 12.2019
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Achieved recognition for outstanding client service, contributing to team's reputation for excellence.
- Streamlined account management processes, reducing response times and improving client service quality.
- Increased upsell opportunities with strategic account reviews, identifying and addressing client needs.
- Managed a portfolio of over 100+ accounts (municipal, commercial and industrial)
- Assembled presentations for account management meetings.
- Perform quality inspections on a daily basis.
- Attended weekly and monthly manager meetings as well as industry related events.
Assistant Account Manager
Commercial Cleaning Systems
08.2015 - 09.2016
- Participated in cross-functional projects, working collaboratively with colleagues from various departments to achieve shared goals.
- Supported senior account managers in developing long-term strategies aimed at growing existing client portfolios.
- Provided exceptional customer service through regular communication with clients regarding their account status.
- Collaborated with sales teams to identify upselling opportunities and grow revenue.
- Streamlined account management processes for improved efficiency and productivity.
- Maintained high standards of customer service by answering pricing, availability, use and credit questions accurately.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Contributed to team objectives in fast-paced environment.
Education
Associates Degree - Human Resources Management
Santa Ana Community College
High School Diploma -
Riverside County High School
Skills
- Account and Territory Management
- Goals and Performance
- Client Relationship Building
- Documentation And Reporting
- CRM Systems
- Customer Satisfaction
- Overcoming Objections
- Management Collaboration
- Upselling
- Operations
- Revenue Growth
Timeline
Account Manager
MasterCorp Commercial Services
05.2020 - Current
Account Manager
Commercial Cleaning Systems
09.2016 - 12.2019
Assistant Account Manager
Commercial Cleaning Systems
08.2015 - 09.2016
Associates Degree - Human Resources Management
Santa Ana Community College
High School Diploma -
Riverside County High School
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