William Mastin
Nashville,TN
Summary
Proven Account Manager at FleetCor Corpay, adept in client relationship management and issue resolution, enhanced customer satisfaction, and retention. Skilled in team training and collaboration, significantly improved team success rates. Expertise in customer service and new account creation, contributing to corporate growth and client loyalty.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Account Manager
FleetCor Corpay
10.2022 - 08.2024
- Account Manager for larger customers with credit limit ranging from $75,000 to $1 million
- 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.
Corporate Trainer
FleetCor Corpay
06.2017 - 10.2022
- Conducted evaluations and observed employee performance to identify areas of needed improvement.
- Enhanced corporate culture by conducting team-building activities and workshops.
- Developed engaging and entertaining presentations to maintain employee attention and improve impact of training.
- Developed training programs to meet company objectives.
- Supported company growth by designing targeted training programs for new hires.
- Evaluated employee performance and provided actionable feedback for improvement, leading to higher overall success rates.
- Maintained records on attendance and participation.
- Optimized training materials using a variety of multimedia formats, such as video presentations, e-learning modules, and written manuals.
- Coordinated with subject matter experts to ensure training material accuracy and relevance.
- Leveraged feedback from training sessions to continuously refine and improve training strategies.
Customer Service Representative
Fleetcor Corpay
06.2015 - 06.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Managed approximately 40 incoming calls per day
Office Manager
Jackson Hewitt
12.2011 - 04.2015
- Handled sensitive tax information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Oversaw office tax submissions and personnel activities to ensure returns met IRS requirements
- Acted as company and customer representative for any IRS audits
Education
Associate of Applied Science - Accounting
Nashville State Technical Institute
Nashville, TNBachelor of Science - Business Administration
Lipscomb University
Nashville, TN12.1999
Skills
- Teamwork and Collaboration
- Client Relationship Management
- Customer Satisfaction
- Issue Resolution
- Team Training
- New account creation
Certification
Toastmasters International
Timeline
Account Manager
FleetCor Corpay
10.2022 - 08.2024
Corporate Trainer
FleetCor Corpay
06.2017 - 10.2022
Customer Service Representative
Fleetcor Corpay
06.2015 - 06.2017
Office Manager
Jackson Hewitt
12.2011 - 04.2015
Toastmasters International
Associate of Applied Science - Accounting
Nashville State Technical Institute
Bachelor of Science - Business Administration
Lipscomb University
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