Yolanda Roby
Account Manager
Little Rock,US
Summary
Dynamic Account Manager with a proven track record at DataPath, Inc., excelling in account development and customer service. Enhanced client satisfaction through strong relationship-building and effective problem resolution. Skilled in negotiation and collaboration, consistently achieving high retention rates and fostering loyalty among diverse client portfolios. Experienced with client relationship management, enhancing customer satisfaction through personalized service and strategic account planning. Utilizes negotiation and conflict resolution skills to maintain and renew client contracts, ensuring alignment with business objectives. Track record of leveraging analytical insights to drive client retention and business development.
Overview
15
15
years of professional experience
6
6
Certifications
Work History
Account Manager
DataPath, Inc.
Little Rock, AR
10.2018 - 05.2025
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Fostered detailed understanding of product offerings, enabling effective communication of features and benefits to clients.
- Enhanced team performance with regular training sessions on product knowledge and customer service excellence.
- Established long-term customer relationships to enhance client loyalty and satisfaction.
Customer Service Representative
TeleTech Holdings
Sherwood, AR
01.2017 - 10.2018
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
Insurance Agent
Reliable Life Insurance
Forrest City, AR
03.2015 - 10.2016
- Maintained high standards of customer service by building relationships with clients.
- Identified potential risks in client businesses and recommended appropriate insurance coverage.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
- Worked closely with other team members to optimize sales strategies and achieve regional goals.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Consistently exceeded monthly sales quotas by effectively presenting product offerings to potential customers.
- Cross-sold insurance products to existing clients to reach sales targets.
Inmate Grievance Coordinator
East Arkansas Regional Unit
Brickey, AR
08.2010 - 03.2015
- Managed high caseloads diligently by effective organization strategies that maintained accuracy and timeliness during peak periods.
- Reduced case backlog by prioritizing urgent grievances and effectively delegating tasks to team members.
- Conducted comprehensive investigations on complex cases, leading to successful outcomes and satisfied clients.
- Enhanced client confidence in the grievance process through clear communication and empathetic handling of sensitive issues.
- Identified areas for policy improvement through thorough analysis of recurring grievance themes, leading to proactive problem resolution.
- Provided expert guidance to clients on navigating the grievance system, empowering them to make informed decisions about their cases.
- Streamlined the complaint intake process for faster response times and improved customer satisfaction.
- Collaborated with various agencies and workplaces to extend workplace understanding and enhance compliance.
- Monitored employees for compliance with equal opportunity laws, identified violations and implemented corrective action.
- Reviewed complaints and claims from workplaces about civil rights, determined validity and helped build satisfactory resolutions.
- Investigated employment practices or alleged violations of laws to document and correct discriminatory factors.
- Interviewed persons involved in equal opportunity complaints to verify case information.
- Established positive relationships with internal departments, enhancing cooperation when resolving cross-functional grievances.
Education
No Degree - Sociology
Hendrix College
Conway, Arkansas 05.2001 -
No Degree - Social Work
Arkansas State University
Jonesboro, Arkansas 05.2001 -
Associate of Applied Science - Business Management
East Arkansas Community College
Forrest City, Arkansas 05.2001 -
High School Diploma -
Brinkley High School
Brinkley, Arkansas 05.2001 -
Skills
Customer account coordination
Effective team collaboration
Account relationship building
File organization
Typing speed
Document management
Basic accounting
Meeting coordination
Expense reporting
Customer satisfaction
Quality management
Administrative support
Certification
Certified Health Savings Account Specialist
Timeline
Certified Mental Health First Aid for Adults
08-2024
Certified Event Planner
07-2022
Certified Health Savings Account Specialist
09-2019
Certified COBRA Specialist
09-2019
Certified Flexible Spending Account Specialist
09-2019
Account Manager
DataPath, Inc.
10.2018 - 05.2025
Customer Service Representative
TeleTech Holdings
01.2017 - 10.2018
Insurance Agent
Reliable Life Insurance
03.2015 - 10.2016
Inmate Grievance Coordinator
East Arkansas Regional Unit
08.2010 - 03.2015
HIPAA Certified
08-2009
No Degree - Sociology
Hendrix College
05.2001 -
No Degree - Social Work
Arkansas State University
05.2001 -
Associate of Applied Science - Business Management
East Arkansas Community College
05.2001 -
High School Diploma -
Brinkley High School
05.2001 -
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