Account Manager Customer Service

Andrew M Atongo

** ***** ****** **********, ** **002 959-***-**** ************@*****.***

Objective

My focus as an Account Manager revolves around fostering robust client relationships and steering business development. With a strong background in quality control and data collection, my approach has consistently resulted in cost savings and enhanced client satisfaction. The team's success is a testament to our collaborative efforts in vendor negotiations and service delivery optimization. My role has evolved through hands-on experience in managing a dedicated team, ensuring excellence in service level agreements, and proactively addressing service delivery challenges to exceed client expectations.

Summary of Skills:

• A proven track record of reliability and successful goal attainment

• Demonstrated readiness to embrace new challenges

• Demonstrates an open-minded approach and proficiency in independent task execution

• Outstanding proficiency in both verbal and written communication

• Positions held include Assistant Manager, specializing in Benefits, Call Center, Contracts, Cost Reduction, Customer Service, Date Entry, Email, Facility Maintenance, Fax, Problem Solving, Process Improvement, Public Relations, Quality Assurance, Relationship Building, Recruitment, Scheduling, Service Level Agreements, Standard Operating Procedures, Supervision.

Education & Training

Goodwin College, 2023-Present East Hartford, CT B.S., Finance in progress, GPA: 3.45

Windsor High School, 2011 Windsor, CT Diploma, College Prep, GPA: 3.0

Experience

Powerhouse Facility Maintenance, Crowley TX

Oct 2022 – Present

Account Manager

Managed high volume of calls and emails with Facilities Maintenance customers nationwide, ensuring service solutions were within budget.

Analyzed vendor information to determine suitability and managed customer relationships for accurate and timely work completion.

Input necessary data into computer system for tracking vendor responses and contributed to team goals set by Manager.

Experience

Vixxo, Hartford CT

Mar 2018 – Sep 2022

Team Lead

• Acted as the primary liaison between customer headquarters and Vixxo, ensuring customer needs were met and service level agreements achieved.

• Negotiated pricing and costs with a focus on cost reduction for customers.

• Provided guidance to Level 1 and Level 2 employees, handling escalation calls when necessary.

Experience

Vixxo, Hartford CT

Nov 2016 – Mar 2018

Customer Care Specialist Level 2

• Verified customer requirements and approved changes to ensure exceptional service delivery.

• Reviewed key metrics to identify areas of focus and mentored new hire trainees.

• Managed complex client issues requiring thorough SOP knowledge at Vixxo in Hartford, Connecticut

Vixxo, Hartford CT

Aug 2014 – Sep 2016

Hartford, Connecticut Area

Customer Care Specialist Level 1

•Received and responded to service requests and proactively manage preventive maintenance (email, fax, fusion, phone) document all interactions with customers and service providers

• Establish and cultivate appropriate communications to customers regarding the status of services, time estimations and cost.

• Connected with customers and built appropriate rapport to understand needs, expectations, and requirements in order to achieve customer goals service level agreements

• Worked directly with facility specialists, field supervisors, and operations manager for problem resolution.

Crec Transportation, Hartford CT

Mar 2013 - Jul 2014

Hartford, Connecticut Area

Transportation Assistant

• Served as a customer service representative to parents and school districts with transportation needs.

• Processed transportation change requests and complaints from parents and schools.

• Work as a liaison between parents, schools and transportation providers.

• Resolved logistical issues to ensure safe and timely transportation.

• Maintained records for the transportation department including student roster, route sheets, transportation changes, alternate schedules, accident reports

References

Available Upon Request

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