Manager Office Customer Service

Carina Capers

Client Success Manager Account Manager Insurance

Fullerton, CA. 92831 310-***-**** ************@*****.*** www.linkedin.com/in/carinacapers/ Senior Client Success Manager with seasoned experience in B2B sales, account management, and customer service, driving revenue growth, developing business opportunities, and promoting account growth. A strategic thinker with a vision for achieving business goals by fostering business relationships to advocate key partnerships. Proactively communicates and provides innovative solutions that foster sales, continued contract commitments, and account revenue. Skilled in analyzing operational metrics to determine strategic wins and drive improvements to increase customer value. CORE COMPETENCIES

Business & Revenue Growth Sales Management Customer Lifecycle Client Acquisition & Retention Business Development

& Management Project Management Program Management Sales Operations Account Management B2B Lead Generation

Marketing & Advertising Relationship Building Sales Leadership & Team Management Market Research & Penetration Customer Service Excellence Competitive Pricing Coaching, Training, & Development Consulting Expertise Customer Engagement Persuasive Communications Partnerships & Negotiations Communications PROFESSIONAL WORK EXPERIENCE

Client Success Manager

Houzz, Inc., Irvine, CA 01/2019 – Present

Improve account growth by leveraging networking skills, conducting sales appointments, Onboarding, Zoom meetings, Account retention by introducing company SAAS products, maintaining revenue retention, reducing account cancellation by collecting past due balances, and adding revenue by upselling products or services.

Supervise the overall implementation, product adoption, client health, retention, and platform operations to ensure the efficiency of a full client lifecycle while spearheading projects and internal training to provide optimal guidance.

Lead best practices in customer engagement to assist client renewal and processes and improve customer experience.

Leverage articulate product knowledge in the consulting experience to recommend solutions based on root cause analysis.

Spearhead client webinars and training to demonstrate presentations of the frameworks of the product roadmap. Account Manager

MOVEEL Fuel LLC, Garden, CA 03/2017 – 01/2019

Coordinated fuel purchasing, sales, lead generation, and accounts while supervising delivery and workflow of operations.

Provided strategic leadership in opening the top 2 wet hose and top bulk fuel accounts within a span of 2 months.

Furthered account growth and sales pipeline by generating leads through web research and DOT information.

Monitored the petroleum market, developing competitive fuel pricing strategies for potential buyers to increase sales.

Established and fostered postive client relationships to increase customer acquisition and promote overall retention. B2B Account Consultant

Staples Inc., Los Angeles, CA 07/2015 – 03/2017

Oversaw and maintained 275+ new and existing mid-market corporate accounts with a book of business estimated at $3.8M+.

Established unassailable business-to-business relationships and promoted customer loyalty by generating promotional flyers, presentations, and utilizing exceptional communication skills through phone, email, and face-to-face.

Conducted account reviews and meetings to discuss annual forecasting and optimizations, improving supply program efficiency.

Researched target markets, analyzed competition, and formulated effective strategies to penetrate vertical markets.

Advocated customer service excellence and improved customer experience by resolving escalated customer calls. Insurance Agent (Life, Auto, Home)

State Farm, Gardena, CA 03/2014 – 07/2015

Exemplified an unwavering commitment and a passion for helping others, selecting the best-fit insurance products or services.

Leverged networking, cold calling, social media, and customer referrals to offer auto, home, life, and umbrella policies.

Developed self-sourcing sales along with company leads to constantly improve sales and bolster account growth.

Conceptualized policy changes while collecting premiums, developing new accounts, and submitting applications.

Provided exemplary customer service by being proactive and responsive to all customer requests in a competitive market. Carina Capers

Fullerton, CA. 92831 310-***-**** ************@*****.*** www.linkedin.com/in/carinacapers/ Insurance Agent

Automobile Club of Southern California, Costa Mesa, CA 11/2010 – 03/2014 Identified client needs to recommend products and services, significantly improving sales growth and client acquisition.

Utilized sales leads and leveraged persuasive communications to follow up with clients and increase sales pipeline.

Leveraged product knowledge and selling skills to cross-sell products and substantially increase sales growth.

Supported the business and assisted the product management group to increase the MSI (member service index).

Commandeered the attainment of monthly sales goals for various insurance products within the brand. PAST WORK EXPERIENCE

Co-Owner, Balloon Designer POP A Balloon Arts & Design, Carson, CA Oversaw daily business operations, effectively managing customer service, sales, marketing, and relationship building.

Deployed effective sales and marketing tactics to drive strategic growth and support the company’s revenue goals.

Conceptualized and implemented realistic budgets based upon costs and fees for successfully operating the business. Account Manager Staples Inc, La Mirada, CA

Developed business opportunities, generated significant sales growth, and improved retention by implementing innovative sales presentations and effectively collaborating with the business developer to ensure the smooth transition of accounts.

Spearheaded training initiatives on best practices that enhanced performance and built a motivated workforce.

Drove business and sales growth and was recognized by district managers as top rep out of 70 employees for 2008.

Streamlined competitive customer pricing structure to ensure a solid net margin and return on net assets for the company. Account Manager Office Depot Inc., Torrance, CA

Bolstered account growth by 5% and improved customer retention through sales presentations and resolving client issues.

Promoted business growth by 25% and reduced operational costs by converting 85% of client database to online purchasing.

Oversaw serviced customer accounts, handling pricing structure updates, internet set-ups, and promotional savings. EDUCATION

Bachelor of Science, Business Administration

Grand Canyon University, Phoenix, AZ

Bachelor of Arts, Business

Long Beach State University, Long Beach, CA

Personal Lines Broker-Agent Insurance License

California Department of Insurance

Life & Health License

California Department of Insurance

TECHNICAL SKILLS

Salesforce CRM, AS/400, Marshall & Swift/Boeckh, Microsoft Office Suite,Opis

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