Client Success Account Manager

Monica Y. Mann

***************@*******.*** 202-***-**** - Capitol Heights, MD

linkedin.com/in/monica-mann1972

Summary

Accomplished Client Success Specialist with 30+ years of experience driving customer satisfaction, retention, and operational excellence across diverse industries. Proven success in managing client accounts, coordinating cross-functional projects, and streamlining service delivery. Adept at leveraging tools like Salesforce, Zendesk, and NetSuite to optimize workflows and enhance client engagement. Seeking to contribute strategic insight and a customer-first mindset in a Client Success leadership role.

Core Skills

• CRM & Client Success Tools: Salesforce 360, Zendesk, NetFacilities, Ariba

• Productivity & Collaboration: MS Office Suite, Google Docs, Teams, Slack

• Accounting & Finance: QuickBooks, Bill.com, NetSuite

• Strengths: Client Relationship Management, Project Coordination, Process Improvement,

Professional Experience

Al’s Twin Air LLC – Account Manager

July 2024 – May 2025

• Scheduled and dispatched technicians, ensuring timely service delivery.

• Processed work orders, purchase orders, and invoices with 100% daily completion rate.

• Entered service calls into Salesforce, NetFacilities, and Ariba for federal, state, and local contracts.

• Developed proposals, agreements, and business documents to support operational needs.

Blink Charging Inc. – Client/Account Manager / Project Coordinator

Apr 2022 – Nov 2023

• Resolved 95% of client concerns within 24 hours, boosting satisfaction and retention.

• Increased business renewals by streamlining onboarding and application coordination.

• Managed creation and distribution of presentation materials and logistics for high-volume shipments.

• Strengthened client engagement through proactive communication strategies.

VDart Inc / Maryland Unemployment – Contract Call Center Representative

Feb 2021 – Mar 2022

• Handled 80+ inbound calls daily, providing accurate support for unemployment claims.

• Delivered timely updates on case statuses and program changes.

• Identified and reported documentation discrepancies to maintain program integrity.

Deck Wizard – Project Coordinator / Customer Service Specialist

Apr 2019 – Nov 2020

• Coordinated project schedules, ensuring on-time completion.

• Improved efficiency by implementing strategic adjustments to project plans.

• Managed financial transactions and conducted post-project follow-ups to enhance satisfaction.

Management Support Technology, Inc. (MSTI) – Administrative Assistant / Customer Service

Mar 2010 – May 2015

• Maintained records, reports, and filing systems for smooth operations.

• Processed leave requests and coordinated calendars to reduce scheduling conflicts.

• Optimized supply room management, improving resource allocation.

Federal Emergency Management Agency (FEMA) – Human Services Specialist II / Case Manager

Apr 2006 – Mar 2009

• Supervised a team of 12–15 in a high-volume call center, handling 80+ calls daily.

• Reviewed applications, validated insurance documents, and processed federal/state assistance.

Parties by Monica – Event Planner / Owner (Part-Time)

Apr 2003 – Present

• Plan and execute diverse events, delivering tailored and memorable client experiences.

Education

Colorado Technical University

Bachelor of Science in Business Administration, Project Management

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