Customer Service Account Manager

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Anthony Merlo

ACCOUNT MANAGER

951-***-**** ad5rwh@r.postjobfree.com MURRIETA, CA 92563

Dedicated and results-oriented professional with a strong work ethic and passion for driving business success. Excels in both independent and collaborative environments, leveraging extensive experience to adapt quickly to diverse challenges and contribute to organizational objectives. Known for reliability, adaptability, and a commitment to delivering exceptional results. SKILLS

• Lead Generation: Generated leads resulting in a 20% increase in new client acquisition.

• Account Management: Managed a portfolio of 50 + key accounts, ensuring customer satisfaction and retention.

• Client Relationship Management: Maintained strong relationships with clients, resulting in a 95% client retention rate.

• Customer Service: Provided exceptional customer service, achieving a customer satisfaction rating of 98%

• Cross-Functional Collaboration: Collaborated with cross- functional teams to streamline processes and improve efficiency.

• Database Management: Successfully updated and

maintained client information, contact change, and product prices in company databases.

• Client Relations: Developed and nurtured relationships with clients, resulting in increased repeat business and referrals. EXPERIENCE

ACCOUNT MANAGER

Sunteck Transport Inc.

Jacksonville, FL

April 2022 - March 2024

• Resolved complex customer issues in a timely manner while maintaining positive relationships with clients, resulting in a 95% resolution rate.

• Developed and maintained relationships with key accounts, resulting in a 25% increase in client satisfaction.

• Managed a portfolio of 50 + accounts, providing timely support and guidance, resulting in a 20% increase in account profitability.

• Updated client information, contract changes and product prices in company databases, ensuring accuracy and compliance with company policies.

• Managed customer accounts by ensuring accurate invoicing, payment terms, billing reconciliation and collections.

• Resolved disputes between customers, vendors and carriers concerning shipment delays or damages.

• Created daily reports on status of shipments, which included tracking information, delivery updates and estimated arrival time.

• Utilized a web-based transportation management system to track shipments from pickup to delivery.

• Prepared quotes for customers based on their shipping needs while adhering to company policies.

• Provided exceptional customer service through prompt response times and proactive problem-solving skills. FREIGHT BROKER

Scott D Hallaron Inc

Livonia, MICHIGAN

January 2002 - March 2022

• Tracked all loads from pickup through delivery, ensuring on-time delivery and customer satisfaction.

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• Monitored fuel costs and other expenses associated with each shipment to ensure profitability.

• Assisted customers with rate quotes and other general shipping questions, resulting in increased customer satisfaction and retention.

• Provided customer service support to answer inquiries about shipment status, achieving a customer satisfaction rating of 95%.

• Resolved customer complaints promptly by providing solutions that are mutually beneficial.

• Dispatched drivers with accurate information regarding routes, deliveries, and pick-ups.

• Communicated details of driving assignments to drivers to support proper execution.

• Assigned loads to drivers based on designated routes and driver location.

• Tracked shipments from origin to destination using automated software systems. CAR TRANSPORTER

Extreme Transportation

Murrieta, CA

January 2001 - January 2002

• Accurately documented vehicle mileage upon delivery and reported any discrepancies to management immediately, resulting in improved record-keeping and accountability.

• Maintained an impeccable driving record without any violations over the course of employment, ensuring safety and compliance with regulations.

• Ensured the secure loading of cars onto the car transporter trailer and checked for any damage prior to transportation, preventing damage to vehicles and ensuring customer satisfaction.

• Maintained accurate records of all vehicles picked up, delivered, or relocated, ensuring transparency and accountability in all transactions.

• Obtained and maintained proper delivery authorization and pickup documentation.

• Secured cargo for transport to reduce hazards and safeguard equipment.

• Reviewed bills of lading to verify transport details.

• Inspected goods and verified load quantities against documentation. OWNER

G&A Delivery Service

Newark, NJ

January 1985 - December 2000

• Managed the daily operations related to customer service, inventory management, and marketing, resulting in a 20% increase in annual revenue.

• Maintained a high standard of customer service through quality assurance checks.

• Negotiated contracts and agreements with business partners, venders and customers, resulting in favorable pricing agreements and improved profitability.

• Developed and implemented strategies to increase customer satisfaction and loyalty, resulting in a 30% increase in repeat business and referrals.

• Built and maintained strong relationships at all levels of the organization, fostering a positive work environment and culture of collaboration.

• Developed strong relationships with vendors to secure favorable pricing agreements.

• Hired skilled personnel to handle challenges and obligations of business.

• Kept operating expenses low with good business controls. EDUCATION

HIGH SCHOOL DIPLOMA

Middletown High School, New Jersey

Jun 1978

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