Operations

• Jan 2023 - Present

Account Manager

• Feb 2008 - Apr 2021

• Provided strategic direction to my team, with responsibility for managing key accounts generating over $3.6M in annual recurring revenue. • Managed reputed clients in the oil and gas midstream and downstream sectors, including but not limited to Vitol, Valero, Trafigura, Koch, etc. • Led and owned post-sale account management, cultivated customer relationships with key stakeholders by providing tactical consultative services, and focused on value delivery which created tangible ROI for customers. • Identified, drove, and closed expansion and upsell opportunities within my book of business. • Leveraged customer relationship skills to promote growth, yielding increased penetration for U.S. accounts, and expansion into South America, APAC, and EMEA regions. • Worked collaboratively with partners to determine their business needs while ensuring their alignment with project requirements and agreements. • Arranged kick-off meetings, on-boarding, and induction trainings with clients and AmSpec affiliates. • Conducted periodic customer reviews to identify and assess challenges throughout the account's lifecycle, and better understand areas where additional value could be created. • Provided assistance in conceptualizing and implementing churn mitigation strategies. • Functioned as the main point of escalation during the occurrence of operational roadblocks or downtime events, and maintained active involvement in root cause analysis (RCA) sessions for individual customer incidents to organize incident reports. • Steered efforts in improving operational efficiencies by resolving escalated internal or external issues as a cross-functional resource for other business segments. • Successfully created and implemented operational plans rolled out across 3 branches, that led to a significant improvement in productivity, document management, and redundancies in communication, effectively eliminating a total of 4 hours from the daily workflow (24-hour coverage, 12-hour shifts). Show less