Heather Lajoie

**** ****** ***** *****

San Jose, CA 95119

acymn5@r.postjobfree.com

408-***-****

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 - acymn5@r.postjobfree.com - 408-***-****

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