Client Services & Account Management Specialist

TRAYVON GRANT

Client Services & Account Management Professional Implementation & Onboarding U.S. Navy Veteran

Alabama 706-***-**** *******.*****@*****.*** linkedin.com/in/traygrant77

PROFESSIONAL SUMMARY

Client services and account management professional with 5+ years of experience managing enterprise client relationships and leading process improvement initiatives in remote, high-volume environments. U.S. Navy veteran who brings discipline, ownership, and a client-first mindset to every engagement. Seeking a client services role where relationship management, project delivery, and operational process improvement can drive client success.

●Opened 36 new B2B accounts in 6 months

●Led a process improvement project that cut response times by 40%, adopted team-wide

●Recognized twice as Supervisor of the Year and named Employee of the Month

●Quick learner who adapts fast to new platforms and technology

SKILLS AND CORE COMPETENCIES

●Client Relationship Management & Trusted Advisor Support

●Implementation, Onboarding & Project Delivery

●Process Improvement & Workflow Redesign

●Escalation & Issue Management

●Account Management & Enterprise Client Relations

●CSAT & Individual Performance Metrics

●Cross-Functional Coordination

●Requirements Gathering & Change Management Support

●CRM Documentation & Data Entry Accuracy

●Knowledge Base Management

●Product Knowledge & Customer Education

●Quality Guidelines & Compliance

Tools: Salesforce • Zendesk • Jira • HubSpot • AWS • Five9 • MS Office 365 • MS Teams • Google Workspace

PROFESSIONAL EXPERIENCE

Sales Professional, Client Relations

Cintas Corporation Columbus, GA February 2025 – August 2025

●Managed a defined B2B sales territory, owning the full client relationship from prospecting to close — personally opened 36 new accounts in 6 months.

●Personally drove a 40% increase in repeat business through direct upselling, proactive follow-up, and relationship-building across a portfolio of enterprise accounts.

●Conducted high-volume inbound and outbound client outreach by phone and email, independently maintaining compliance with all service level agreements.

●Applied deep product knowledge to educate clients, identify upsell opportunities, and deliver tailored solutions throughout the client lifecycle.

●Documented every client interaction, resolution, and follow-up action in CRM systems, maintaining full accuracy against required scripts and procedures.

●Awarded Employee of the Month, February 2025 — recognized individually for opening 9 accounts in a single month and outstanding B2B client acquisition.

Customer Service Support Supervisor

Enterprise Mobility (Rent-A-Car), Remote October 2023 – January 2025

●Personally resolved the most complex escalated client cases, achieving 90% first call resolution by owning each issue start to finish and coordinating directly with internal teams.

●Sustained a 95% customer satisfaction score through hands-on case management and direct client communication across phone, email, and chat.

●Led a process improvement project to redesign escalation workflows — gathering requirements from frontline cases, testing new procedures, and rolling out the change team-wide — cutting average response times by 40%.

●Drove a 25% increase in customer retention through proactive outreach and relationship-focused service delivery on individual accounts.

●Approved payroll and managed scheduling for the team, ensuring accurate timekeeping and adequate daily coverage.

●Maintained the team knowledge base and documented all interactions in Salesforce CRM, ensuring current, accurate workflows.

●Awarded Supervisor of the Year FY2024 — company-wide recognition for individual performance and customer outcomes.

Sales Support Services Supervisor

Enterprise Mobility (Rent-A-Car), Remote December 2021 – October 2023

●Built and delivered training content on product knowledge, escalation procedures, and call handling standards, raising performance metrics by 40%.

●Personally handled complex, escalated customer complaints, coordinating cross-functionally with internal stakeholders through full resolution.

●Owned knowledge base content and standard operating procedures, ensuring accurate, consistent responses across all customer interactions.

●Approved payroll and coordinated team scheduling, maintaining compliance with company timekeeping policies.

●Contributed directly to a 30% year-over-year gain in efficiency through hands-on coaching and process documentation.

●Awarded Supervisor of the Year FY2023 — recognized for individual contributions to service quality and measurable performance gains.

Assistant Branch Manager

Enterprise Mobility (Rent-A-Car) Columbus, GA October 2020 – December 2021

●Achieved the highest CSAT score in the region, FY2022 — a 96% customer satisfaction score on a rolling 12-month average through personal first call resolution and proactive communication.

●Personally drove a 30% increase in branch sales through targeted customer engagement and relationship-building.

●Maintained full personal compliance with quality guidelines, scripts, policies, and procedures across every customer interaction.

INDIVIDUAL PERFORMANCE RECOGNITION

●Supervisor of the Year — FY2023 & FY2024 Enterprise Mobility (Rent-A-Car) Highest Regional CSAT, FY2022

●Employee of the Month — February 2025 Cintas Corporation 9 Accounts Opened in a Single Month

EDUCATION

Bachelor of Business Administration (BBA) 2020 Columbus State University, Columbus, GA

United States Military Veteran U.S. Navy

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