Experience

• 

  EverLast Lighting

  • Jackson, Michigan, United States

  • Account Manager

    • Aug 2022 - Feb 2024
    • Jackson, Michigan, United States

    ● Onsite, in-person training with agency representatives and onsite tradeshow attendance.● Proactively build strong relationships with customer contacts at each level of the customer organization throughout the entire partnership.● Provide support to top executives and key players within the organization to assist them in reaching their sales goals. ● Skillfully manage sales agencies to optimize revenue generation and successfully attain corporate-defined targets.● Proactively engage with key client stakeholders to understand pain points and best practices, provide personalized training where needed, and gather feedback on our client’s products.● Provide strong communication skills in person, on video conferences, phone calls, and through email. ● Improved sales processes and enhanced efficiency by leveraging CRM tools to coordinate, monitor, and streamline quotes, projects, and follow ups.● Investigate and resolve customer issues, ensuring unparalleled satisfaction levels through prompt and effective solutions.● Review and provide process improvement job aids.● Proactively advocate & own internal solutions required to drive business outcomes.● Offer a solution-based team player mindset who excels in a fast-paced environment with technical and non-technical teams.● In general, work cross-functionally with Account Management/ Sales, Purchasing, Production Manager, Marketing Manager and team, Customer Support, and Professional Services to drive a successful overall customer relationship.● Gain a deep understanding of clients’ business goals and turn data into compelling case studies and actionable insights to help them succeed in selling to the end users.● Process Improvement, tracking of shipment, calculating, and processing commissions.

• 

  DENTCO

  • Dewitt, Michigan, United States

  • Quality Service Analyst

    • Oct 2021 - Jul 2022
    • Dewitt, Michigan, United States

    Achieved a remarkable 95% customer satisfaction rate and 80% customer retention, implementing highly effective customer success strategies, resulting in increased client loyalty and positive reviews.Demonstrated exceptional collaboration skills, engaging closely with clients to gain profound insights into their needs and preferences. Promptly resolved concerns, leading to a 40% reduction in customer escalations.Established and nurtured strong relationships with key accounts, resulting in a significant 25% increase in customer retention within the first six months.Successfully executed comprehensive onboarding processes for new clients, ensuring a seamless integration experience and a 30% reduction in onboarding time, thus accelerating time-to-value for clients.Consistently exceeded customer success metrics, maintaining an average customer renewal rate of 85% while proactively managing a portfolio of 40+ accounts, showcasing a track record of exceptional performance and results.

• 

  Hospice Advantage Now Part of Compassus

  • Lansing, Michigan Area

  • Business Office Manager and Volunteer Coordinator

    • Mar 2018 - Jan 2020
    • Lansing, Michigan Area

    Efficiently managed local Lansing program operations, ensuring compliance with hospice services and achieving a 95% compliance rating in nationwide audits.Spearheaded seamless new hire onboarding, resulting in a 50% reduction in onboarding time and enhanced employee satisfaction.Conducted thorough audits, ensuring accurate and timely data reporting, leading to a 20% improvement in data accuracy.Handled incoming calls and visitors, optimizing appointment scheduling, reducing wait times by 30%, and improving overall customer satisfaction.Expertly managed invoice and billing requirements, resulting in a 95% on-time payment rate and improved cash flow management.Procured office supplies efficiently, achieving a 20% cost savings annually, and facilitated facility meetings seamlessly, enhancing team collaboration and productivity.Volunteer Coordinator (Promoted) 3/2018-8/2018 (Promoted)Supported talent acquisition efforts, resulting in successfully hiring 15 qualified candidates for critical positions within the organization.Created a streamlined new hire onboarding process that reduced onboarding time by 25% and ensured seamless integration of new team members.Spearheaded a highly effective social media campaign, leading to a 250% increase in Volunteer Program participation, growing the team from seven members to over 25 volunteers.Played a pivotal role in candidate assessment and selection processes, identifying and recommending top talent, contributing to a 20% increase in employee retention.Designed and conducted comprehensive new hire training programs, resulting in a 15% improvement in individual and team goal attainment, driving overall team performance.

• 

  Wimsatt Building Materials

  • Lansing, Michigan Area

  • Inside Sales Account Manager

    • Dec 2016 - Jul 2017
    • Lansing, Michigan Area

    Led a transformative portfolio management initiative, implementing innovative strategies that resulted in a 20% increase in overall revenue and a 15% improvement in profitability.Successfully managed a diverse account portfolio, ensuring a 95% customer satisfaction rate and capturing 10% additional revenue through upselling and cross-selling opportunities.Introduced data-driven practices to optimize portfolio performance, resulting in a 25% reduction in customer churn and a 30% increase in customer retention rates.Developed tailored strategic plans for key clients, leading to long-term relationships that contributed to a 40% growth in customer loyalty and repeat business.Proactively identified and pursued all growth opportunities within the portfolio, which led to a 12% increase in revenue and a 20% improvement in overall profitability.

• 

  Vertafore

  • United States
  • Software Development
  • 700 & Above Employee

  • Inside Sales Account Manager

    • May 2014 - Jul 2016

    Implemented customer success strategies resulting in a 95% customer satisfaction rate and 20% improvement in customer retention over 12 months.Proactively achieved $3.78 million in revenue, surpassing sales targets by 35% for the fiscal year.Demonstrated exceptional collaboration skills, leading to a 30% increase in client referrals and repeat business.Established and nurtured strong relationships with key accounts, contributing to a 25% increase in customer retention rates.Recognized with the prestigious Circle of Excellence Award for outstanding sales performance.Distinguished with the Pillar of Process Award, reducing operational costs by 15% through process efficiencies.Successfully executed onboarding processes, resulting in a 100% client satisfaction rate and seamless integration for new clients.

  • Product Support Analyst

    • Mar 2012 - May 2014

    Maintained a 95% client satisfaction rate and achieved a 20% increase in client retention over 24 months, leading to $2.5 million in upsell revenue for Vertafore, a prominent insurance software solutions provider.Exceeded customer success metrics consistently, achieving a 98% customer renewal rate and a 15% reduction in customer churn.Implemented process improvements that led to a 30% reduction in response times and a 25% increase in issue resolution efficiency, resulting in improved customer satisfaction and operational effectiveness.

• 

  Jackson National Life

  • Okemos, MI

  • Customer Service Associate

    • Aug 2010 - Mar 2012
    • Okemos, MI

    *Multi- task or switch job function with moments notice *Policy paperwork review for In good order *Use of Multiple applications*Data- Entry*Effective Communication via Phone or email*Product offering knowledge*Being Available to take customer calls*Use of Multiple applications*Clear Documentation*Achieve First Call Resolution*Web-Calls to assist customers in navigating the website

• 

  Menards

  • Lansing, Michigan Area

  • Team Member

    • Aug 2009 - Aug 2010
    • Lansing, Michigan Area

    *Create Special Orders electronically*Listen and ask probing questions to confirm customers desires*Sales - Offering in-store credit card use*Assisting in customer finding what they need

• 

  Waverly Chiropractic

  • Lansing, MI

  • Front Desk Receptionist

    • Oct 2008 - Aug 2009
    • Lansing, MI

    * Filing of patient information for storage* New Patient file set up* Calling Insurance carriers for verification of coverage * Worked chiropractic booths to educate individuals of benefits of chiropractic care* Some Medical Billing * Schedule appointments* Provided appointment confirmation phone calls* Take incoming phone calls* Explain benefit coverage* Processing of the x-rays* Room set up/Clean up for x-rays * Trusted with opening and closing of the location.