Account Manager Client Relationship

Vickie Southerland

East Hartford, CT 860-***-**** *********@*****.***

Account Manager

Client Relationship Management Strategic Planning & Analysis Project Controllership Proven client relationship/account management professional with expertise in all facets of financial management, data analysis, sales, marketing, and professional/personnel development within highly competitive segments. Skilled in collaborating with all members of an organization to achieve business and financial objectives. Instrumental in streamlining and improving processes, and enhancing productivity. Technical proficiency in MS Office, Salesforce, and SharePoint

High-Level Sales Proficiency

New Business Generation

Organizational Leadership

Marketing, Outreach & Special Events

Excellent Customer Services

Exceptional Interpersonal Skills

Teaching, Coaching, Mentoring

Salesforce Data Mgmt/SAP

Troubleshooting & Issue Resolution

Competitive Intelligence

Continuous Process Improvement

Accounts Payable & Receivable

PROFESSIONAL EXPERIENCE

Henkel, Rocky Hill, CT 2019 – Present

Customer Relations Specialist

Develops and maintains pro-active business relationships with customers, and where applicable, Key Account Management (KAM) decision makers with sales representatives.

Use strategic plans for each customer to respond to requests for orders, technical support and other services. Make appropriate service decisions based on knowledge of the business strategy and goals for each customer and product.

Manage customer expectations by clearly communicating to the customer (ie. Delivery dates or problem resolution) and promptly updating the customer with changes in status. CTRIDES – CONNECTICUT DEPARTMENT OF TRANSPORTATION, Rocky Hill, CT Customer Relationship Management Specialist, 2016 – 2019

Develops, implements, and participates in various communication process improvements including State of Connecticut transportation request for proposal (RFP) for new vendor program; saved approximately $85,000 upfront with contracted investment of $3,000 annually moving forward.

Spearheads numerous marketing initiatives including CTfastrak rewards program reaching (103) customers, after-hours crisis management/communications plan and process for Shore Line East Rail Service, implementation of Salesforce database for communication tracking, and the procurement of marketing material for more than (50) outreach events throughout Connecticut region.

Partners with the marketing department and leadership to effectively and efficiently communicate and disseminate policies, documents, and marketing material; responds to (40) customer inquiries per day via Twitter, Live Chat, email and phone.

CTrides-Program Manager, Commuter Services, 2011 - 2016

Liaison between Outreach, Marketing, and Customer Service departments for approximately (5) critical projects aimed at transportation demand management; researched, developed, and implemented targeted grassroots-level marketing campaigns to achieve organizational goals.

Managed more than (25) current and prospective partner relationships, increasing new customer partnerships from 20% to 65%, far exceeding the industry benchmark of 25%. Vickie Southerland

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**Additional experience as Customer Service & Marketing Representative (2010 – 2011), Information Systems Specialist

(2006 – 2010) and Business Services Representative (2001 – 2006)** EDUCATION & CREDENTIALS

Master of Science in Management & Health Care Systems Management, University of Saint Joseph, West Hartford, CT Bachelor of Science in Organizational Studies, Goodwin College, East Hartford, CT Certificate of Completion: Finance Academy Modules (1-14) Business Management & HR Strategy (Skillsoft) Six Sigma Yellow Belt Prerequisite Completion, AECOM University

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