Customer Service Account Manager

Kimberly B. Furciniti

** ***** **, ********, ** *2559

*************@*****.*** 508-***-****

Summary of Qualifications

Results-driven Customer Service and Customer Relations professional with over 20 years of experience in customer service management, client relations, and team leadership. Proven track record in improving customer satisfaction and managing cross-functional teams. Adept at building strong relationships with corporate-level management and clients, and skilled in delivering complex projects on time and within budget. Known for thriving under pressure and excelling in fast-paced environments.

Key Skills:

oAccount Management & Sales Strategies

oCustomer Service & Client Relations

oTeam Leadership & Project Management

oFinancial Oversight & Budget Management

oCross-functional Team Collaboration

Professional Experience

Onset Computer Corporation — Pocasset, MA

Sales Administrator 2017–2024

Managed all administrative duties for the sales and customer service departments, leading to a 20% improvement in team efficiency.

Served as the first point of contact for all North American distributors, enhancing customer satisfaction.

Prepared pricing documentation and proposals, directly contributing to a 10% increase in annual sales.

Acted as a liaison between sales agents, operations, accounting, and customer service departments, ensuring seamless communication and project execution.

Cool Gear Inc. — Plymouth, MA

Account Manager - International 2015–2017

Spearheaded international customer relations, leading to an increase in overseas sales.

Monitored all aspects of customer-specific product and packaging programs, resulting in an improvement in order fulfillment accuracy.

Streamlined order processes for designated accounts, reducing lead times.

Collaborated with overseas vendors, ensuring on-time shipment of distributor orders.

Global Interconnect Inc. — Bourne, MA

Account Manager 2012–2015

Managed and generated sales for national and international accounts, achieving revenue growth.

Developed and maintained strong relationships with customer account managers, contributing to an increase in customer retention.

Led solution development efforts, enhancing customer service outcomes.

Maffei Landscape Contractors Inc. — Mashpee, MA

Sales Assistant Manager 2009–2012

Provided comprehensive administrative support, leading to a reduction in turnaround time for sales proposals.

Created and maintained sales activity reports, resulting in better tracking and forecasting.

Played a key role in expanding the customer base by conducting cold calls, contributing to an increase in new business.

Convention Data Services Inc. — Bourne, MA

Customer Relations Manager 2006–2009

Managed day-to-day operations for external customers and internal teams, improving project completion rates by 25%.

Partnered with account executives on event planning, ensuring successful execution of over 50 corporate events annually.

Provided business analysis to clients, leading to enhanced event outcomes and customer satisfaction.

WANT AD Publications Inc. — Sudbury, MA

Publications Manager 1994–2006

Supervised over 40 employees, achieving an increase in departmental productivity.

Managed a $2 million budget, successfully reducing costs without compromising quality.

Implemented staff training and development programs, resulting in an improvement in employee retention.

Skills

Software: Microsoft Office Suite, CRM Software, ERP Systems, Standard Operating Procedures

Education & Training

Framingham State College — Framingham, MA

Business Management

Boston University — Boston, MA

Coursework: Business Management, Project Management, Human Resource Management

Dale Carnegie Institute — Framingham, MA

Dale Carnegie Public Speaking Course (16-week course)

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