Customer Service Manager

A. Lane Lambert

*N*** Fairway Lane, Itasca, IL **143

Home: 630-***-**** Cell: 312-***-**** Email: *.***********@*****.***

CONSULTATIVE SALES ACCOUNT MANAGER

Solution oriented with proven success providing value based, innovative technology strategies to all size accounts. Demonstrated strength in understanding core customer business needs and providing strategic, value specific solutions which resulted in efficiency gains and reduced costs in enterprise environments.

CORE COMPETENCIES

• CRM Solutions

• Technology Solutions

• Pipeline Management

• Executive Presentations

• Contract Negotiation • Strategy Development and Execution

• Sales Training and Leadership

SELECTED ACHIEVEMENT HIGHLIGHTS

• President’s Club Award Winner – eight times as a result of exceeding company assigned revenue targets.

• Initiated, negotiated and closed new business at numerous accounts exceeding $7 million annually.

• Achieved renewals with numerous accounts exceeding $4 million annually.

• Successful in implementing several eCommerce solutions which required working with cross functional teams internally and externally.

• Managed a major product launch of a new solution which resulted in customer realizing savings in excess of $2 million annually as well as vastly improving customer service.

PROFESSIONAL EXPERIENCE

CCC INFORMATION SERVICES, INC., Chicago, IL 1996 – 2012

The market leader in providing software, communications systems and internet enabled solutions to the automotive claims industry.

Major Account Manager (2004 – 2012)

Served as the main point of contact on all matters regarding system issues, upgrades, accounting, training, servicing and reporting needs of customers.

• Exceeded yearly budgeted targets of $5-8 million annually by successfully identifying opportunities and coordinating test pilots to present the anticipated return on investment to customers.

• Grew revenue through new eCommerce business and cross sell opportunities utilizing a consultative sales approach.

• Gained deep understanding of customer’s business and processes by conducting thorough work flow reviews in order to provide recommendations to improve efficiency and reduce costs.

• Successfully presented industry trend analysis to multiple levels of management to identify areas for improvement.

• Developed leads and maintained a viable network of business contacts and prospective clients.

• Formed strong customer relationships across various departments.

• Established sales strategies with team members to effectively cover each key decision maker.

A. LANE LAMBERT PAGE 2

District Manager (1999 – 2004)

Successfully managed a team of eight Territory Managers tasked with meeting company defined goals in sales and service throughout the Midwest, Northeast and Canada.

• Hired, trained, monitored, reported and coached individuals in order to consistently exceed yearly budgeted targets worth $12 million in annual revenue.

• Achieved #1 ranked District at company resulting in all members obtaining company’s Presidents Club award.

Territory Manager (1996 – 1999)

Served as main contact for all sales and service matters of customers in the Indiana and Kentucky market.

• Devised and executed a sales and service program that consistently exceeded yearly budgeted targets.

• Improved customer relations with key accounts which led to new and continued revenue.

CENTRAL PARKING SYSTEM, Houston, TX and Chicago, IL 1992 – 1996

Nationwide owner and operator of parking facilities.

City Operations Manager

Responsible for the marketing of new accounts, customer service, personnel, accounting, budgeting and client relations.

• Chicago operations entailed the supervision of eighty managers, supervisors and line employees.

• Houston operations entailed the supervision of over 300 managers, supervisors and line employees.

• Responsible for the implementation and monitoring of yearly budgets with successful results.

AMOCO PRODUCTION COMPANY, New Orleans, LA and Houston TX 1988 – 1992

Global oil and gas producer that later merged with British Petroleum (BP).

Administrative Analyst

Responsible for reducing contractor costs through active negotiations. Verified and allocated labor and capital expenditures. Provided consultation services regarding employee benefits and salary administration. Managed and reported monthly production, sales and inventory information.

• Designed and implemented a computer program to expedite the reporting of production from the field into the accounting system.

• Successfully negotiated several single-source purchasing agreements, resulting in savings of approximately $400,000.

• Recognized with several Above and Beyond Awards for improving business processes.

EDUCATION

Bachelor of Science, Business Management, McNeese State University, Lake Charles, LA

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