Strategic Account Support Specialist

Kelli A. Shafer-Martinez

Fort Worth, TX 682-***-**** **************@*****.***

SUMMARY

Strategic account support professional with 15+ years of experience managing high-volume client relationships, resolving service and contract issues, and supporting revenue growth through strong customer engagement. Proven ability to coordinate with internal teams, maintain accurate account documentation, and deliver timely solutions in fast-paced environments. Skilled in CRM systems, contract management, and proactive customer communication.

CORE SKILLS

Strategic Account Support

Client Relationship Management

Contract & Service Issue Resolution

Account Retention & Satisfaction

CRM & Account Documentation

Cross-Functional Coordination

High-Volume Call & Email Handling

Conflict Resolution & Negotiation

Time Management & Productivity Metrics

PROFESSIONAL EXPERIENCE

Senior Recruiter US IT Consulting / Pacer Staffing — Philadelphia, PA 12/2023 – Present - Manage strategic client and candidate accounts, serving as primary point of contact for contract support and service needs. - Handle 50–75 daily calls and emails, resolving issues related to contracts, onboarding, and system access. - Document all account activity in CRM and ATS systems to ensure continuity and compliance. - Partner with internal teams to resolve service delays and technical issues. - Support revenue growth by maintaining strong relationships and repeat business. Senior Talent Acquisition Specialist American Mobile Network — Coppell, TX 08/2021 – 10/2023 - Supported key client accounts by managing service requests, contract updates, and issue escalation. - Communicated clearly regarding billing, compensation, and service changes. - Collaborated with leadership and operations teams to improve service delivery. - Trained junior staff on account management and customer communication best practices.

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Senior National Travel Nurse Recruiter Protouch Staffing — Frisco, TX 08/2020 – 08/2021 - Managed long-term client and contractor relationships across multiple healthcare facilities. - Served as liaison between clients and internal operations teams to ensure service fulfillment. - Maintained compliance documentation and account records. - Met performance targets for placement volume and response times.

National Travel Nurse Recruiter Medical Staffing Network — Dallas, TX 03/2014 – 05/2016 - Provided account support for healthcare clients regarding staffing needs and contract performance. - Negotiated contract terms and resolved service issues. - Maintained detailed electronic account records.

CAREER BREAKS

06/2016 – 08/2020: Family caregiving (terminally ill parent) 11/2013 – 03/2014: Family caregiving (terminally ill parent) EDUCATION

Computer Science (Coursework) – North Lake College, Irving, TX TECHNOLOGY

CRM Systems

Applicant Tracking Systems

Microsoft Office

Contract Tracking & Documentation Tools

TARGET ROLE: Strategic Account Associate – Spectrum Business Account maintenance and support

Client service issue resolution

Contract coordination

Revenue and retention support

Accurate documentation and compliance

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ATS Keywords: Account Support, Strategic Accounts, Client Services, Contract Management, CRM, Business Customers, Issue Resolution, Retention, Service Delivery, Cross-Functional Coordination 3

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