Client Services / Account Coordinator

Lamonte O. Waddy

*** ******* **** **, *******, GA 30331 • ********@*****.*** • 770-***-****

CAREER SUMMARY

Over fifteen years in the Client Services / Account Management industry. Ten years experience as a "hands-on" Account Coordinator with a proven track record of team leadership, developing and maintaining key accounts and improving departmental efficiencies. Ability to manage multiple complex projects for internal and external customers. Innovative and creative problem solver, who is results oriented, has an aptitude for learning and can maximize resources while possessing a sense of urgency.

PROFESSIONAL EXPERIENCE

IBM Corporation, Atlanta, GA

Account Coordinator 2000 to 2010

Evaluated various business unit needs and provided statistical data and recommendations for strategic business decisions.

• Managed both large accounts and new business developments by planning and organizing daily assignments, providing on-going client support and executing general operations related to the clients.

• Administered day-to-day inventory analysis by applying data maintenance techniques; dramatically increasing the number of sales leads from this source.

• Helped management team initiate and implement new business development strategies, such as, inventory consolidation, restructuring delivery timelines and Service Level Agreements, which resulted in the company saving over 10% of the cost on its most important contracts.

• Presented comprehensive quarterly inventory reports to the Account Executive that identified revenue driven machines as well as the status of key accounts.

• Worked in coordination with the client and Sales Lead to track and update all deliverables throughout the new business development and provided feedback to Account Executive.

• Partnered with managers in strategic planning sessions to develop new business processes to ensure service performance goals were consistently achieved.

• Resolved escalated client issues by investigating problems, developing solutions, and making recommendations to management.

• Monitored the account performance against the action plan; worked with team members to proactively identify situations that require rapid intervention.

• Developed rapport with internal personnel, clients and vendors by providing on-time and in-scope purchase order requests.

IBM Corporation, Atlanta, GA

Client Services Specialist 1995 to 1999

Analyzed customer inventory data to validate customer contract information and to provide product and service recommendations.

• Managed a high-volume workload within a deadline-driven call center environment; resolved an average of 400 inquiries in any given week and consistently met performance benchmarks in all areas.

• Recommended changes in products, services, and policies by evaluating purchase order results and competitive developments.

• Managed customer inventory data to ensure customer contract information is appropriately updated; leveraged results to make information-based recommendations to customers.

• Increased customer satisfaction rates by 3% year-to-year by developing customer-specific recommendations, based on historical data and marketing analysis of obsolete customer inventory.

AREAS OF EXPERTISE:

• Project Management

• Quality Assurance

• Training

• DB2 (Query)

• CRM

• Microsoft Office Suite

• Lotus Smart Suite

• Lotus Notes

• Windows 2000/XP/NT/2003

• IE, Firefox, Google Chrome

• Microsoft Visio

EDUCATION

Masters of Business Administration (MBA), Project Management Keller Graduate School of Management, Atlanta, GA

Bachelor of Science, Business Administration Florida A&M University, Tallahassee, FL

Professional Associations:

National MBA Association (2011 - present)

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