Senior Account Manager
Resume:
Heather Lajoie
San Jose, CA 95119
*******@*****.***
CAREER SUMMARY:
Senior Account Manager with more than 20 years of combined Management, Customer Service, Customer Success & Sales experience. Consistently achieving 20% growth annually with existing multi-million dollar account retention and new sales activity. Dedicated self-starter who is curious and eager to learn, and uses a collaborative and empathetic approach to build meaningful customer relationships.
WORK EXPERIENCE:
June 16 – Jan 17 Omnivore, Inc. Hayward, CA
Senior Account Manager
●Handled in-bound discovery calls providing detailed technical product explanations and counseled on industry best practices.
●On-boarded new paying customers, performed product orientations, identified key sales growth objectives.
●Managed existing accounts to progress through initial development to full deployment with clients.
●Up-sold key accounts to higher service plan to increase profits by 400%
●Coordinated with the Development & Support Team to resolve technical bugs and road-blocks for continued customer success.
●Negotiated contracts and produced SOW documents for special projects.
Dec 05 – June 16 Waiter.com Sunnyvale, CA
Client Services Sr. Account Manager
●Actively managed 200+ key accounts with a 95% retention rate.
●Performed sales presentations & product launch orientations with c-level executives at Fortune 500/1000 companies.
●Expert knowledge of the customer user interface and internal support tools.
●Managed Client Services and Restaurant Relations departments.
●Daily mission-critical decision making to ensure top-tier service levels.
●Redesigned corporate branding strategy, uniforms & marketing materials.
May 05 – Dec 05: Tandoori Oven Campbell, CA
Restaurant Manager
●Hired, trained & managed part-time employees for daily operations.
●Maintained consistent training and education of health & safety standards.
●Developed creative sales techniques to promote new customer acquisition.
Aug 04 – May 05: Barnes & Noble Campbell, CA
Starbucks Café Manager
●Achieved a 100% retention rate over a 9-month period of all part-time employees.
●Performed inventory control, maintained displays & advertising according to Starbucks requirements.
●Handled all Customer Service escalations.
●Attained a 100% score on inspections & Starbucks evaluations.
June 02 – July 04: Corner Café Cupertino, CA
Owner/Operator
●Day-to-day operation & management of staff.
●Bookkeeping, cash flow management, coordination of vendors, cost & inventory control, State Tax submissions.
●Achieved a perfect score on Santa Clara County Health & Safety Inspection.
June 98 – May 02: HaL Computer Systems Campbell, CA
Operation Center Manager/Jr. System Administrator
●Performed 24/7 on-call customer support and Unix System Administration.
●Managed internal IT Helpdesk staff and ticket assignments.
●Maintained company-wide backups of mission critical confidential data.
●Produced print manuals of standard operating procedures.
●Provided training courses for new staff members.
ADDITIONAL SKILLS:
●Windows, Mac OS, Unix (Solaris)
●Google & Microsoft Office Suite (Word, Excel, Outlook, Powerpoint, Project)
●Adobe Creative Suite (Photoshop, Illustrator, Pagemaker)
●CRM Software (Salesforce, Tout, Base, Insightly)
●Issue & Project Bug Tracker (Jira, Zendesk)
●SaaS, APIs & SDKs
●Start-Up experience & Small Business Ownership
EDUCATION:
2009 - 2010 Keller Graduate School of Business San Jose, CA
GPA: 3.75
Completed credits towards MBA in Project Management: Organizational Behavior, Business Accounting & Project Management. Used Microsoft Project to create Statement of Work (SOW) documents with detailed analysis for duration of completion & estimated costs of assigned projects.
2004 - 2005 Foothill College Los Altos Hills, CA
GPA: 3.89
Studied Human Anatomy & Physiology, Medical Terminology, Psychology, Radiology, Respiratory Therapy, Biology, Adobe Photoshop & Illustrator.
1993 – 1995 ITT Technical Institute Salt Lake City, UT
Bachelor of Science Industrial Design
Studied modeling, prototypes, engineering, electronics, 3-D rendering & fine art.
Perfect Attendance and Valedictorian honors GPA: 3.86
1991 – 1993 ITT Technical Institute Sacramento, CA
Associate of Science Computer Design & Drafting
Studied architecture, electrical engineering, civil engineering, blueprints, material tolerances, AUTOCAD & hand drafting.
Perfect Attendance and Graduated with honors GPA: 3.75
Heather Lajoie - Sr. Account Manager - *******@*****.*** - 408-***-****
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