Account Manager Long-Term

MELISSA GALLIHUGH

*** ******** ******* *** ***** Augustine, FL 32092 · 352-***-****

*******.***********@*****.*** · www.linkedin.com/in/melissa-gallihugh-719400a Results-driven Customer Relationship Specialist with a strong background in client retention, account management, and process optimization. Adept at proactive engagement, resolving customer concerns, and leveraging data-driven insights to enhance client satisfaction and business profitability. Experienced in CRM tools, contract negotiations, and cross-functional collaboration to drive business success. EXPERIENCE

OCTOBER 2022 – MARCH 2025

ASSOCIATE ACCOUNT MANAGER REPUBLIC SERVICES

• Develop and maintain strong customer relationships through proactive daily engagement, ensuring satisfaction and long-term retention.

• Identify upselling opportunities by leveraging a comprehensive understanding of company services and pricing structures.

• Address and resolve cancellation requests, following escalation policies to maximize customer retention.

• Collaborate with leadership to assess retention strategies and improve customer engagement.

• Managed a portfolio of accounts, ensuring high customer satisfaction and long-term retention through proactive engagement.

• Identified revenue growth opportunities through strategic upselling and cross-selling of company services.

• Executed contract renewals and negotiations, securing long-term commitments and increased profitability.

• Handled customer concerns and implemented retention strategies, reducing churn and improving client satisfaction.

• Utilized Salesforce CRM to track customer interactions, manage pipeline, and drive data- driven account management strategies.

• Partnered with leadership to optimize customer retention initiatives and improve business processes.

2

FEBRUARY 2017 – JANUARY 2021

ASSOCIATE ACCOUNT MANAGER/ADMIN ASSISTANT AETNA/CVS HEALTH DIVISION OF FLORIDA PUBLIC AND LABOR, TAMPA, FL

• Managed client relationships from initial implementation through the full lifecycle, ensuring seamless service and issue resolution.

• Identified process gaps and developed innovative solutions to improve operational efficiency.

• Provided strategic guidance on policy development and implementation to support business objectives.

• Conducted complex health insurance sales presentations and led open enrollment meetings.

• Served as the primary point of contact for assigned business lines, managing expectations and delivering customized solutions.

• Oversaw reporting processes, ensuring accuracy and timely delivery of client insights.

• Managed administrative tasks, including expense reporting, travel coordination, and executive support.

JANUARY 2007 – FEBRUARY 2017

CUSTOMER SERVICE & SALES REPRESENTATIVE, AETNA/CVS HEALTH

• Developed a new process for tracking pharmacy refill authorizations, leading to over $2M in retained revenue.

• Designed and implemented new hire training programs, enhancing onboarding effectiveness.

• Assisted in successful account setup and medication delivery, improving customer satisfaction.

• Provided customer support, educating members on pharmacy policies and benefits. EDUCATION

AUGUST 2022 – APRIL 2023

CYBERSECURITY CERTIFICATE

SOUTHERN CAREERS INSTITUTE SAN ANTONIO, TX

AUGUST 2001 – MAY 2003

FASHION MERCHANDISE MANAGEMENT/VISUAL MERCHANDISING FASHION INSTITUTE OF TECHNOLOGY NEW YORK, NY

SKILLS

• Customer Relationship Management

• Client Retention & Engagement

• Contract Negotiation

• Problem Solving & Critical Thinking

• Process Optimization & Workflow

Enhancement

• Task prioritization & Time management

• Cross-Functional Collaboration

3

• Salesforce & Microsoft Office Suite

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