Client Success & Key Account Leader

Carla J. Valentine

Key Account Manager • Client Success Leader • Communications Specialist

Portland, ME • 207-***-**** • *****************@*****.*** • LinkedIn.com/in/carlavalentineusa

SUMMARY

Client-focused Key Account Manager with 20+ years of experience supporting high-value accounts across travel, education, and communications. Skilled in relationship management, problem resolution, cross-functional coordination, and delivering exceptional customer experiences in remote environments. Strong communicator with a background in content creation, training, and logistics. Known for calm leadership, organization, and service excellence.

CORE SKILLS

Key Account Management • Client Success • Customer Retention • Strategic Communication • CRM Tools • Remote Client Support • Vendor Management • Problem Resolution • Training & Onboarding • Project Coordination • Editing & Proofreading • Microsoft Office • Google Workspace • Adobe

PROFESSIONAL EXPERIENCE

Travel Agent (Remote)

CWTSato Vacations • 2021–Present

• Manage a high-volume portfolio of domestic and international clients, including 3M, Coca-Cola, military and government personnel.

• Serve as primary relationship owner, ensuring seamless service delivery and high satisfaction.

• Coordinate complex itineraries, resolve issues, and maintain accurate documentation.

• Produce polished client communications using Adobe, MS Office, and Google Suite. Communications Specialist

The American University of Rome • 2017–2018

• Created and repurposed content for academic programs across print and digital channels.

• Strengthened relationships with internal stakeholders and external media outlets.

• Edited and proofread communications using AP and Chicago style.

• Supported CRM management, event planning, and strategic messaging. Group Tour Manager

Collette Vacations • Tauck • Education First • 2005–2019

• Led groups of up to 40 travelers on multi-day itineraries across the U.S. and Europe.

• Managed logistics, vendor relationships, payments, and service evaluations.

• Resolved customer issues and emergencies with professionalism and calm.

• Delivered engaging presentations in English and Italian. Instructional Support Teacher

Baxter Academy for Technology and Science • 2021

• Coached students in executive function, time management, and goal setting.

• Provided individualized support and clear communication to students and families. ESL Teacher (Self-Employed)

Rome & Venice, Italy • 2001–2020

• Taught multinational professionals and university students in classroom and online settings.

• Designed customized lessons and learning plans; promoted to British Council test examiner.

EDUCATION & CERTIFICATIONS

Master’s Degree, Development in Developing Countries — University of Turin Bachelor’s Degree, Business Administration — Eastern Nazarene College CELTA Certificate — Bournemouth, England Ed Tech III, Maine Teaching Certificate (valid through 2026) Microsoft Office Specialist Coursework Certificate in Tour Management COMMUNITY

Volunteer Naturalist, Appalachian Mountain Club • Pet/House Sitter (5-star rated), Rover.com

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