Customer Service Manager / Account Manager

MARSHA IRONS

**** ******** *****, *******, ** * *040 C: 7 70 - 317 - 2950 ***********@*****.***

Executive Summary

Senior-level manager with 20+ years of diverse managerial & business development experience and

capacity to work with colleagues and clients at all levels. Accomplished Manager successful in

building and motivating dynamic teams. Cultivates a company culture in which staff members feel

comfortable voicing questions and concerns, as well as contributing new ideas focused on improving

customer service, which drives company growth. Strong strategic-planning and people-management

skills. Proven ability to turn around under-performing programs to create highly profitable

programs through marketing, training and partner relationships.

Core Qualifications

Operations management Service Quality Improvement

Strong Customer/Client Relations Team Building / Leadership

Exceptional Verbal & Written Account Management

Communication Skills Administrative Skills

Staff development & training Analytical Skills

Strong interpersonal & presentation Budgeting

skills Business Development

Policy/program development Articulate Speaker

Dependable Self-motivated

Sound judgment Proven Measurable Achievements

Computer-savvy Great Organizational Skills

Complex problem solving Creative Thinker

Fast Learner Honest with high level of ethics

P rofessional Experience

Senior Relocation Consultant / Client Relations Jun 2011 to Current

Graebel Relocation Services Worldwide - Alpharetta, GA

Received Certified Relocation Professional (CRP) designation - 2013

Maintaining excellent relationships with my high-level executives through my “above

and beyond” commitment to customer service.

Administering client relocation policies and assist my relocating executives, guiding

them through their real estate home sale and home purchase process, and providing

them support with home finding, temporary housing, and transportation of household

goods and much more.

Managing executive allowances, expense reimbursements and home equity

disbursements.

Reporting executive relocation updates to corporate client in periodic meetings.

Consistently exceeding expectations in all customer service categories on customer

satisfaction surveys.

Health Insurance Sales to Individual Customers Aug 2009 to Jun 2011

Sepulveda Insurance Group - Cumming, GA

Marketing & Customer Retention / Business Development Sep 2005 to Aug 2009

A 1-Stop Home Improvement - Cumming, GA

Instrumental in growing this start-up business into the successful and profitable

business that it is today.

Defined strategy and business plan for marketing, customer acquisition & retention,

and overall office operations.

Realtor Assistant / Office Manager / Marketing Coordinator Apr 2004 to Sep 2005

Keller Williams & Harry Norman Realtors - Atlanta, GA

General Management / Director of Sales Sep 1994 to Jan 2004

Various Hotel Groups - Hotel and Restaurant (Hospitality Industry) –

Atlanta, GA; Philadelphia, PA; Chattanooga, TN; Amelia Island, FL

Managed day-to-day hotel operations, and staff

Hired and trained all positions

Provided on-going client and customer service training

Developed and maintained relationships with corporate clients

E ducation

Bachelor of Science Degree, Business Administration/Management

North Georgia College & State University - Dahlonega, GA

GPA: Cum Laude Graduate

Received full, 4-year ROTC Scholarship

Minor in Military Science

Corps of Cadets, President of Assoc. of the US Army (AUSA)

Commissioned as 2nd Lieutenant in the U.S. Army Medical Service Corps –

Medical Patient Administration Division (PAD) Course Training

Medical Office Management (1992-1994)

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