Account Manager Customer Support

Kayla Demetrius

Madison, TN ***** 914-***-**** *********.*****@*****.*** LinkedIn

ACCOUNT MANAGER

Proactive and empathetic customer support leader with over 5 years of experience guiding high-performing teams and driving operational excellence in fast-paced, customer-centric environments. Proven success in leading cross-functional teams, coaching staff in real time, and improving service quality through data-driven insights. Adept at balancing strategic oversight with frontline support, fostering high morale, accountability, and continuous improvement.

Cost Reduction Initiatives

Escalation Management

Relationship Management

Financial Analysis

Process Optimization

KPI Management

Operational Excellence

Project Management

Training & Onboarding

KEY SKILLS

PROFESSIONAL EXPERIENCE

Fox61/CW20 Hartford, CT 4/24 – 8/24

Account Manager

●Championed collaboration across Creative, Sales, and Research teams to deliver tailored client solutions, increasing operational efficiency by 15%.

●Streamlined contract and availability workflows, reducing turnaround times by 30%.

●Served as an escalation point for urgent client concerns, ensuring swift, empathetic resolutions.

RoadOne IntermodaLogistics Suffolk, VA 11/22 – 10/23

Supervisor, Client Service

●Led and coached a multi-shift team, improving customer satisfaction scores by 40% and reducing service defects by 50%.

●Created a reconciliation system that cut processing time by 50% and improved billing accuracy by 25%.

●Ensured team alignment on process updates and product rollouts, increasing training compliance by 30%.

ICON International Greenwich, CT 11/19 – 10/22

Senior Account Services Lead

●Acted as liaison between internal stakeholders and support teams during new product launches, ensuring operational readiness.

●Analyzed customer data to inform process improvements, resulting in a 30% boost in operational efficiency.

●Managed a team of 20+ support associates, increasing team performance by 75% and achieving a 90% on-time service delivery rate.

●Resolved high-priority client issues, consistently maintaining satisfaction under pressure.

PROFESSIONAL EXPERIENCE CONTINUED

Account Services Coordinator

Enhanced onboarding and training for new hires, reducing ramp-up time by 25%.

Launched an issue-tracking system that improved service resolution speed by 20%.

Facilitated resolution of customer concerns across departments, fostering a responsive support culture.

Pioneer Home Care Inc. Bronx, NY 9/18 – 11/19

Billing Coordinator

●Led recovery of $300K+ in unpaid claims through stakeholder collaboration and detailed issue analysis.

●Implemented audit systems to ensure regulatory compliance and streamline claims processing, reducing errors by 30%.

●Built trust with clients and partners by maintaining transparent communication during complex financial discussions.

EDUCATION

Bachelor of Arts in Sociology

CUNY Lehman College, Bronx, NY

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