RICHARD BAKER

Dallas/Fort Worth, TX • 817-***-**** • ad09oh@r.postjobfree.com

PASSIONATE DIRECTOR OF CLIENT RELATIONSHIP MANAGEMENT

Client Relationship Manager Customer Experience Manager • Strategic Partnerships Manager

Customer Retention • Strategic Planning • Account Management • Communication Strategy

Managed Performance • Led Teams • Developed New Business • Improved Client Relations

Achieved Record-Breaking Client Retention Rates • Established Reputation for Service Excellence

WORK EXPERIENCE

RealPage Utility Management; Richardson, TX Feb 2020 - Aug 2022

Strategic Account Manager

●Excelled as primary contact for Utility Management clients, adeptly handling concerns and inquiries about Water/Sewer, Gas, and Electric services.

●Consistently delivered outstanding customer service, communicating RealPage Utility Management's value and surpassing client expectations.

●Effectively boosted clients' recovery rates, income generation, and value-added service adoption, leading to increased satisfaction.

●Collaborated with RealPage departments and Customer Service Advocates to coordinate client needs and resolve issues.

●Reinforced RealPage Utility Management's value through performance and service.

●Crafted Performance Analyses and Business Reviews, emphasizing client metrics.

●Adhered to Account Management Plans for assigned accounts' objectives.

●Identified opportunities for client recovery, income, and added value.

Kigo a RealPage Company; Richardson, TX Oct 2014 - Feb 2020

Senior Team Lead, USA Customer Success Account Manager III

●Managed a $1M increase in upsells in 2018 while maintaining all-time high, achieving record client retention (#1 ranked), driving and fostering growth, excellence, and empowerment.

●Owned responsibility for Revenue & Retention and managed performance metrics effectively through concise reporting, ensuring transparency and nurturing relationships with the team.

●Boosted employee engagement by promoting a high-performance culture with strategies, coaching, and team development for better communication and collaboration.

●Shaped the Account Management Team as Lead for US Regional Managers, overseeing performance, providing guidance, and ensuring professional development.

●Directed Customer Success Managers, providing outstanding client account management.

●Implemented Salesforce usage optimization through reporting dashboard capabilities.

●Streamlined hiring, training, mentoring, and coaching processes for staff members.

●Established enduring relationships for customer satisfaction in assigned accounts.

●Unified teams for best practices & SOPs in Operations, Sales, Engineering & more.

●Cultivated an environment fostering growth, accountability, and empowerment.

●Made choices balancing importance, urgency, and risks for the organization.

●Ensured customer-aligned solutions through monitoring project objectives.

●Crafted team policies and prepared effective implementation procedures.

●Trained staff, monitored performance, coached, and conducted reviews.

●Prioritized tasks, created schedules, and monitored goal progress.

●Anticipated and exceeded clients' expectations proactively.

Office Depot; Fort Worth, TX Oct 2011 - March 2014

Account Manager

●Cultivated robust customer relationships with Federal Government Office Depot clients through proactive engagement, effective communication, and tailored solutions.

●Orchestrated strategic sales for Federal Government customers in Fort Worth.

●Stimulated sales growth across various sectors within the assigned account base.

●Showcased Office Depot's Public Sector expertise to potential clients.

Waste Management; Fort Worth, TX Nov 2009 - May 2011

Route Manager

●Fostered clear communication channels regarding sales opportunities, scheduled deliveries, customer site problems, and Driver Vehicle Inspection Reports (DVIR).

●Spearheaded improvements in driver supervision, productivity, compliance, hiring, evaluations, compensation, scheduling, and complaint resolution per all relevant company standards.

●Conducted daily audits of route operations, verifying driver time and attendance records, and addressing discrepancies as well as overseeing end-of-day check-in, addressing key concerns.

●Strategized distribution plans, monitored daily routes, and ensured customer satisfaction.

●Bridged Waste Management communication with municipalities for collaboration.

●Assessed customer sites for safety issues, seeking alternatives when needed.

●Streamlined resource allocation to efficiently accomplish daily activities.

●Synchronized daily needs with the Maintenance team for optimal performance.

Redeeming Love Worship Center; Fort Worth, TX June 2004 - Nov 2009

Business Communications Manager

●Cultivated fundraising, enhanced planning, and boosted community relations.

●Bolstered bookstore sales and personnel management via direct supervision.

●Streamlined non-profit religious organization’s finance and operations.

Prior Experience: Verizon, Account Manager, Genuity (Network Infrastructure), ATM Product Marketing Manager; GTE Communications, Product Marketing Manager

TECHNOLOGIES, CERTIFICATIONS, PROFESSIONAL DEVELOPMENT, & AWARDS

Technologies: Microsoft Office Software Suite, Outlook, SFDC, Looker, OneSite, Salesforce

Certifications: Lead to Exceed, Real Page Management Training

Professional Development: Courses Completed in Business and Corporate Communications, Dallas Baptist University, Dallas, TX

Awards: Southern Plains Region Top Client Manager of the Year 2012; Southern Plains Region Top Client Manager of 1st - 3rd Quarters 2012, One Million Upsells, Kigo; Development Rep Dallas/Fort Worth Area, Office Depot; Development Rep Territory, Office Depot; Awards Territory, Office Depot

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