Account Manager

Sara Kathryn Finch

**** * *** ************ ** Durham, NC 27705

Home: 919-***-****

Cell: 919-***-****

****.*********@*****.***

Accomplished Account and Client Implementation Manager with 15 years of

experience in increasing key account base and guaranteeing client satisfaction. Identify

opportunities for organic growth within existing client base while collaborating with Sales team.

Excellent background in customer service, exceeding client expectations throughout client

lifecycle. Analytical and organized with proven ability to identify client needs, make process

improvement recommendations and implement effective solutions. Highly skilled in rapidly

building and developing rapport. Self-starter and persuasive communicator. Extremely

adaptable and able to quickly grasp and apply new information

Areas of Expertise

Client Relationship Management

Contract & Vendor Negotiations

Project Management

Market Growth

Client On Boarding & Implementation

Time Management

Accounts Receivable & Payable

Financial Negotiation

Analytical & Decision Making

Issue and Conflict Resolution

MS Office

Contract Development

Webinars

Professional Experience

EDM Americas Morrisville, NC 10/2009 – 12/2015

formerly Diversified Information Technologies

Account Manager

Directly and aggressively drive the on boarding, growth, retention and profitability of over 50

national clients. Oversee key accounts; cultivate and strengthen beneficial relationships with all

stakeholders through demonstration of integrity and persuasive communication skills. Effectively

present and articulate products and services through compelling demonstrations and professional

correspondence.

Selected Contributions:

- Build, execute and maintain project plans and project schedules are progressing toward

successful implementation in accordance with project milestones and client expectations.

- Works across the organization to help resolve customer satisfaction issues as needed. Engages

Sales, Service Support, and when necessary, the Management team to resolve customer

grievances or incidents that require further investigation.

- Created a new client on boarding process which has been adopted by the entire organization to

onboard new clients.

- Consistently exceeded client expectations by providing the highest level of quality service to all

assigned clients.

- Designed detailed analysis of internal production management tool for IT upgrades

Active Data Services Durham, NC 04/2002 - 10/2009

Client Services, Supervisor

- Manage service group of two employees responsible for estimating, fulfillment, client

interaction, project management and inside sales.

- Perform Client Service activities for all of AICPA approximately $3 million in sales including POD,

Capture, and Order fulfillment services.

- Project Management for new and existing clients

- Prepare estimates for client projects (internal and outside services)

Lason Durham, NC 10/2000 - 04/2002

Client Services Representative

- Manage and coordinate all aspects of Print on Demand, Mailing, Scanning, Transactional Print

and Design Services including negotiating price quotations and invoicing

- Act as liaison between clients and production staff

- Manage multiple projects simultaneously while communicating with a variety of client requests

including changes and pickup & delivery scheduling

- Awarded top clients including:

- GlaxoSmithKline

- approximately $1 million in sales annually

- American Institute of CPA’s

- Assisted in assessment and initial sales of POD and Fulfillment services

- Project Management and Implementation of online order entry system

- Initiated inside sales of IT services including, e-mail/fax blasts, and online

proofing system

- Litho Industries

- approximately $500k annually

- Universal Meeting Management

- Coordination of Conference material creation, production, and distribution.

- approximately $250k annually

Key Bank Cleveland, OH 11/1993 – 06/2000

Commercial DDA Specialist III

- Setup and maintained Cash Management service products: Euro investments, Repo

investments, Automatic Credit Sweeps, Business Investment Accounts, Zero Balancing

Accounts, and Control Disbursement Accounts

- Ensuring all service levels are met, processed month-end balancing, and reconciled Investment

products

- Assisted with problem resolution

- Created and maintained spreadsheets for all Cash Management service products

Client Convenience Specialist I

- Resolution of client complaints

- ATM Balancing, Procurement of stock for entire Key Center, and Monthly Audits

- Organize and maintain retention material for customer service area

Customer Service Representative III

- Conducted customer transactions in a courteous manner while ensuring customer satisfaction

- Computerized operations for customer transactions

- Filed, cross selling, and answer phone inquires

Personal Development

Cuyahoga Community College – Cleveland, OH 1994, 95, 97, 1999

Coursework: Business, Accounting, and Computers

Public Trust Clearance – Level 3 2012

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