Manager Management
Resume:
Elizabeth M. Wright
***.******@****.***
**** ***** ******, *****, ** 52203
Cell: 319-***-**** - Home: 319-***-****
Career Summary
Seasoned, results-focused client relationship manager who produces
consistent revenue growth. Exceptional account management skills as single
point of contact for Fortune 500 and other clients. Skilled in relationship
management, leadership, project management, strategic planning and data
analysis. Core capabilities include identifying client needs, leading cross-
functional account teams and providing proactive value-added quantitative
analysis.
o Over 16 years in leadership positions with fast-paced, results-centric
outsourcing industry.
o Strong project leadership skills from concept identification through
client onboarding.
o Proven success in developing and maintaining superior client
relationships.
o Demonstrated leadership skills in motivating and directing resources
and building/expanding internal group relationships.
o Proven results in business development & growth through exceptional
client relationship management.
o Successful management of multiple simultaneous projects.
o Detail-oriented with superior time management skills.
o Highly skilled in written and verbal communication.
o Professional, dedicated, high-integrity, positive, organized, results-
focused.
o Skilled in Microsoft desktop applications Excel, Outlook, PowerPoint,
Project, Publisher, SharePoint and Word plus online services Windows
Live and Outlook Web Access.
Professional Experience
Thomas L. Cardella & Associates, Cedar Rapids, IA Mar 2008 -
April 2011
Senior Manager, Client Services
o Responsible for managing clients across diverse verticals including
financial services, education, entertainment, retail, insurance,
technology and business services.
o Successfully project-managed the set-up of 4 new clients. Projects
activities included recruiting, hiring, training, licensing,
operations, quality assurance, verifications and information
technology. Role encompassed multidisciplinary skills from diverse
arenas of management: human resource management, project management,
requirements analysis, and operations related to quality and
information technology.
o Created and implemented best practices process for measurement &
improvement of back-end retention. Process resulted in cross-vendor
execution with net improvement of over 50%.
o Cultivated bi-seasonal project into ongoing account increasing annual
revenue by over 270%.
o Provided key input to assist sales/marketing with case study analysis
for new business acquisition.
o Assisted sales executives in prospective client presentations
illustrating client relationship management role and gathering client
requirements.
o Continually recognized by clients for proactively providing
quantitative analysis often leading to market share growth and
business practice improvements.
PRC/Access Direct Telemarketing, Cedar Rapids, IA Jan 1999 - Mar
2008
Senior Account Manager/Account Manager
o Successfully project-managed the start up of the company's first and
second multifaceted inbound projects with intense focus on information
technology collaboration.
o Selected by C-level executives to project-manage first high-profile
"sister-company" client start up following acquisition of Access
Direct by PRC (acquired by IAC).
o Awarded with Certificate of Commendation for outstanding client
services by Fortune 50 client.
o Promoted to Senior Account Manager with primary responsibility of
improving relationship with largest client, encompassing 40% of
company's account base representing over $10 million revenue annually.
o Consistently achieved top rankings in key performance indicators for
inbound clients across all product channels and outsourced vendors.
First Call Communications/American Telnet, Ft Laud., FL Jan 1998 - Dec
1998
Senior Client Services Manager
o Successfully project-managed the start up of new client application
from concept development & design through testing and execution for
interactive voice response order entry application generating over
$2.6 million annual revenue for client.
o Exclusively selected by executive management as sole client services
manager out of team of 4 during organizational restructure.
o Earned management responsibilities for Audio & Transcription
Departments.
o Managed, trained and developed transcription department, improving
post-entry error rate from 75% to 96% accuracy over 45 days.
Education
Bachelor of Business Administration - 1989
Westfield State College, Westfield MA: Business Management, concentration
in Marketing
Additional coursework: Project Management Fundamentals, MS Project 2010
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