Administrative Assistant Account Management

Kristina Jaramillo Gruber

Cary, NC ***** * 609-***-**** * ***************@*****.***

Customer-Centric Administrative Assistant and Account Management Professional Independent, self-starting administrative assistant and account management professional with over 19 years of experience, who does not require micromanagement, takes ownership of customer problems, and genuinely cares about helping clients find long-term solutions. As an administrative assistant to the CEO and account management lead for a marketing firm supporting B2B service and tech companies, including Fortune 500 firms, and as an administrative assistant and account manager for the New Jersey Hospital Association serving CHROs and HR teams across 400 healthcare organizations, I honed skills in administrative support, client communication, project management, and virtual team leadership.

Seeking a virtual assistant, remote administrative assistant, or remote account management role (due to market conditions and the changing agency landscape) to leverage transferable skills in supporting executives, clients, partners, and vendors, and driving efficient operations in a remote environment. Professional Experience:

Administrative Assistant to the CEO and Account Management Lead Personal ABM (An Account-Based Marketers LLC Company) Cary, NC and remote

2011 - Present

● Client Relationship Management: Built and maintained relationships with C-level and VP executives with the marketing firm’s mid-market to Fortune 500 client base (as the main point of contact) and protected over $500K in revenue with at-risk accounts by identifying issues before they escalated and working closely with internal teams and partners to retain customers.

● Client Onboarding: Systematized onboarding to ensure new clients have the necessary resources and information to get started, which led to an accelerated time-to-value and greater alignment that resulted in 85% of accounts attaining KPI goal achievement.

● Account Coordination: Managed complex client go-to-market projects across multiple client teams, partners, vendors, and time zones as the firm serves clients throughout North America, the UK, Europe, and Australia. Oversaw virtual team efforts, including task delegation, progress tracking, and administrative support for strategy development and efficient execution of account-based marketing programs.

● Reporting: Prepared and delivered regular reports to the CEO and customer support teams on account performance, client feedback, and service/customer experience improvements to retain and expand key accounts, resulting in multiple 10-25% YoY increases in NRR growth.

● Remote Management of Day-to-Day Administrative Operations: Supported business operations by handling personal 1-to-1 and 1-to-few client communications, ensuring CRM data is accurate, client scheduling, invoice processing, managing the CEO’s calendar and travel plans, coordinating ABM Done Right Podcast episodes, organizing virtual events with 300-400 registrants, and assisting in virtual training and course development.

● Tech Support - Assisted clients in navigating our partners’ platforms and resolving issues, enabling them to maximize returns on their tech investments.

● Privacy Protection: Handled confidential and sensitive information with complete discretion and 100% adherence to non-disclosure agreements (NDAs).

Administrative Assistant and Account Manager

New Jersey Hospital Association (NJHA)

Princeton, NJ, 2006 - 2011

● High-Volume, Real-time Problem Solving: Supported administrative operations for the nonprofit health association that assists more than 400 healthcare organizations, including hospital systems, nursing homes, assisted living, home health, medical daycare and PACE programs with their unemployment claims and handled a minimum of 30 calls and 15 email tickets daily, ensuring that each customer interaction results in a real solution and not just a quick fix.

● Data Management: Reviewed separation documentation and customer conversations, maintained accurate electronic records, and provided claims examiners with the fact-finding details and documentation they needed to give to the State Department of Labor to determine eligibility for benefits.

● Leadership and Claim Examiner Assistance: Managed a queue of tasks timely and effectively to support claims examiners and leadership in their evaluations of UI claims to ensure compliance with New Jersey Unemployment regulations, monitored claims progress to guarantee responses are submitted within prescribed deadlines, and communicated with employers and state officials to address claims issues. Call Center Account Manager - Research Studies for Key Accounts Mathematica

Princeton, NJ and remote

2006 - 2011

● Telephone Survey and Data Collection - Performed important local, regional, and national studies in areas such as health care, education, disability, nutrition, and other related topics, and documented the data to inform key federal, state, and local government agency policies and the programs of foundations, healthcare/life science companies, and global health and development organizations. Professional Skills:

● Strong written and oral communication skills (English - Native; Spanish - Moderately Proficient)

● The ability to clearly explain complex information in a customer-friendly manner.

● Proficiency in standard business computer operations, internet applications, web browsers, G Suite, various Windows-based software, project management solutions, and CRM platforms.

● Ability to prioritize tasks and work independently in a distraction-free remote environment with reliable internet access.

● Project management - Organizing workflows, tracking progress, and coordinating teams remotely.

● Interpersonal skills to build and maintain relationships with team members, partners, vendors, and high-level executives in client organizations.

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