Anna Balderrama

Chatsworth, CA ***** 714-***-**** adlcs6@r.postjobfree.com www.linkedin.com/in/enthusiastic/ ACCOUNT MANAGER / GENERAL MANAGER

Direct entire life cycle of complex projects to exceed clients’ expectations and inspire loyalty Lead highly skilled teams to create and implement actionable frameworks to execute critical programs according to service- level agreements. Build, solidify, and maintain excellent relationships with key client representatives. Develop and deliver audience-specific proposals that clearly articulate project objectives and success measurements. Oversee all aspects of critical programs, including hiring top talent with desired expertise and managing scope, budget, schedule, contracts, forecasting, deliverables, tracking, and success measurements. Passionate about providing stellar customer service. Core competencies:

Project/Program Management Sales Problem Solving Client Meetings Invoicing Expense Reports Operations Candidate Selection Database Management Product Launch Travel/Event Logistics Relationship Building Training/Train the Trainer Digital Impressions Marketing/Advertising Media Kits/Buying PROFESSIONAL EXPERIENCE

EXOTIC DREAMS RESORT, PALM SPRINGS, CA JAN 2018 - FEB 2021 Responsible for the oversight of the overall operating performance, guest satisfaction, and financial results for the property General Manager

• Provide leadership of the day-to-day operations of the resort including, Human Resources, Rooms, Sales and Marketing, Revenue, Food and Beverage, and Finance departments.

• Develop the overall hotel strategy to maximize guest satisfaction, service standards, colleague satisfaction, and financial performance.

• Promote efficient operating procedures to provide a flawless guest experience; actively engage with guests from arrival to departure.

• Maintain a high level of service in all areas to both our internal and external guests.

• Directly supervise, develop, maintain, and support individual performance and group dynamics.

• Resolve problems and communicate to ensure consistency and memorable guest service, and ensure strong, positive communication flow among colleagues.

• Promote a positive work environment by ensuring the appropriate staffing levels are in place, the continuous training of colleagues, recognition, mentoring, and coaching.

• Analyze daily revenues, sales strategy, labor reports, guest satisfaction reviews, and monthly expenses to ensure execution of business plan, profitability, and focus and attention of management team.

• Manage hotel budget to control expenses and increase revenue.

• Develop and maintain strong relationships/public relations with neighbors, vendors, and hospitality competitors.

• Ensure property compliance with legal, safety, operations, labor, and service standards.

• Actively participate in the hotel operation and responsible for communicating with corporate leaders on noteworthy issues in assigned areas of responsibility.

ES3, Fountain Valley, CA Apr 2014 – Nov 2019

Creative agency specializing in communications, marketing, knowledge transfer, and performance improvement for major automotive and trucking companies

Account Manager

Handled ES3’s largest automotive client, J.D. Power, representing $8M per year in revenue. Built and managed high-level relationships with client representatives to identify their goals, strategies, and KPIs regarding training/coaching, sales growth, and improving customer/employee loyalty; drafted proposals and recommended solutions to meet client needs. Provided dealerships, manufacturers, and vendors with training, resources, and direction for effective implementation of programs. Managed project scopes, schedules, budgets, and deliverables to ensure on-time, cost-effective execution. Communicated and clarified processes and deliverables to internal team members and client. Used Salesforce to manage client information.

• Oversaw 7–8 programs simultaneously, each of which involved ~20 consultants.

- Vetted and hired consultants tasked with executing new programs/technologies within dealerships. Anna Balderrama Page 2-714-***-**** adlcs6@r.postjobfree.com

- Trained and coached consultants, who then became field trainers. Administered consultant contracts.

- Approved consultant travel; arranged accommodations and audiovisual equipment.

• Delivered retail workshops to client, facilitators, and consultants selected for automotive program.

• Executed events, including in-dealership promotions, road shows, retail and trade show displays, ride-and-drives, and consumer/corporate events.

• Leveraged knowledge of best practices in marketing and content development, partnering with account and editorial executives to proactively identify client challenges and propose curriculum solutions and content.

• Optimized service delivery processes to facilitate responsiveness and ensure client satisfaction. For example, established new hire processes and policies that resulted in improvements in service and satisfaction.

• Created, implemented, and updated client account strategy. Authored account-specific processes and procedures.

• Led presentations as part of new employee orientation.

• Established job description for account manager, vice president, and manager of facilitations.

• Recognized with Spirit of Service Award, awarded to 1 or 2 employees per year who embody company’s core values. CHOTA MEDIA, Rancho Santa Margarita, CA Sep 2012 – Dec 2013 Advertising and marketing firm focused on business-to-consumer and business-to-business environments and both digital and traditional platforms across regional and national markets Account Manager

Sold digital impressions (billboard advertising) to Irvine Auto Center, which included 14 dealerships, and other local companies. Interfaced with media partners to address specifications, production issues, and scheduling related to advertisements and scripts.

• Increased sales at least 1% month-over-month due to referral program.

• Coordinated dealership-based events, road shows, retail and trade show displays, and consumer/corporate events. Brought event ideas to fruition; oversaw vendors and staffing. PROFESSIONAL EXPERIENCE (CONTINUED)

STANDARD OFFICE PRODUCTS, Corona, CA Jan 2011 – Sep 2012 Business supply and equipment company

Executive Assistant

Supported executive in delivering outstanding customer service, which included explaining prices and invoices, communicating product offerings, and solving problems. Managed high-volume calendars, scheduling meetings and appointments and making travel arrangements. Handled AP/AR and bank deposits; maintained vendor relationships. Reported on purchase totals, product purchased, returns, KPIs, income statements, finance sheets, cash flow, downtime, capacity, average cost, gross margin turnover, and inventory turnover. B2B LEAD MACHINE, Phoenix, AZ Feb 2009 – Jan 2011

Information services company that combines e-marketing strategies, telemarketing, social media, and event marketing to achieve measurable ROI and drive results for clients Director of Marketing

Assisted companies of all sizes with lead generation, B2B appointment setting, customer reactivation and retention, database cleanup, and telemarketing. Developed scripts, held meetings and calls with clients, and delivered client presentations. Planned trade show presence and events; managed workflow. Created branding, landing pages, advertisements, and marketing campaigns. Prepared reports detailing event registration, follow-up, sales pipeline, and qualified leads. Supervised 4 direct reports.

CHICANE, Torrance, CA Mar 2008 – Dec 2010

Retail - Speed Shops, Including Race Car Supplies

Executive Assistant

Supported executive in interfacing with customers and vendors. Recorded customer comments in CRM and maintained database. Handled incoming service calls, rescheduled customer appointments, and responded to inquiries. Generated sales via email. Planned car expos and other events; ordered catering and supplies. TELEVERDE, Phoenix, AZ Aug 2005 – Feb 2009

Anna Balderrama Page 3-714-***-**** adlcs6@r.postjobfree.com Sales and marketing company specializing in inside sales and demand generation Marketing/Sales Manager

Sold CRM/ERP solutions to businesses across the US. Set appointments and nurtured leads. Created targeted marketing programs to drive awareness of and interest in customers’ products and services. Developed landing pages and placed follow-up calls to event registrants. Resolved customers’ issues and concerns as they arose.

• Managed 20–30 accounts simultaneously; increased average account revenue 10%–20% and pipeline 25%–40%.

• Boosted ROI by eliminating wasted advertising spend, allocating budget to successful programs, and forecasting ad spend based on entire sales funnel.

• Enriched data quality by validating and updating contact information, removing redundancies, and preventing bad data from entering the system.

• Mentored new hires; trained them in personalizing scripts, navigating CRM, account tracking, and updating database. Creative Leather, Phoenix, AZ / Executive Assistant Tonto National Forest, Phoenix AZ / Executive Assistant EDUCATION

UNIVERSITY OF PHOENIX, Distance Learning

Associate of Arts in Business Administration

Microsoft Certification 1994 & 2011

TECHNICAL SKILLS

DocuSign Microsoft Office G Suite (Gmail, Hangouts, Calendar, Drive, Docs, Sheets, Slides) Zoom Salesforce Concur Basecamp ASI SaaS

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