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Accomplishments
  • ACCOUNTING & FINANCE Improvements in revenues, profits, and other financial Measurements.
  • Co-Curricular Activities Leadership positions held in clubs and organizations Conferred and Consulted with individuals, Services.
  • Researched and analyzed member's and community needs as basis for community development.
  • Participated in Program activities to serve clients of agencies.
  • Spoke to community groups to explain and interpret agencies purpose, Design implementation of cost controls and quantifiable results negotiation of contracts including dollar amounts, profits, cost savings, and more.
  • Implementation of automated programs, tools, and technologies to optimize business performance Partner relationships with investors, pension plan administrators, board of Directors, auditors, and others Merger, acquisition, joint venture, and divestiture experience collection Improvements in credit and collection scores Top industry ranking (Top Gun Award) for the year of collection department in Capital One Contributions to sales growth Key account management responsibilities and results Introduction of automated customer service technologies and tools Reductions in customer service operating and overhead costs Marketing sales increases in revenues, profits, and market share improvements in product movement to customer sale distinction for merchandise design and display (including sales results).
Professional Summary
Management professional effective at building highly-motivated teams, as well as leading cross-functional teams in a fast-paced environment.  Dynamic Customer Service Manager who leads diverse teams to achieve company goals. Customer service professional dedicated to effective team management and customer satisfaction. Confident Security Manager successful at making critical decisions quickly and effectively. Meets security challenges calmly and rationally. Call Center Representative with expertise providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette.
Skills
  • Committed to maintaining data integrity
  • Strong problem solving aptitude
  • Familiarity with Key Performance Indicators (KPIs)
  • Exceptional workflow management
  • Talented client relations manager
  • Skilled trainer
  • Excellent time management skills
  • Effective workflow management
  • Microsoft Outlook, Word and Excel
  • MS Office expert
Work History
Resolution Support Specialist II 09/2016 to Current
Alorica – Kennesaw, Georgia
  • Insurance contractor for United Health Care 
  • Answers inquiries by clarifying desired information; researching, locating, and providing information.
  • Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
  • Fulfills customer requests by clarifying desired information; completing transactions; forwarding requests.
  • Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  • Maintains call center database by entering information.
Site Supervisor 02/2015 to 09/2016
Allied Universal – Atlanta, Georgia
  • Communicated staffing needs to Operation Manager which included using the Requisition process, assisting in identifying and interviewing quality candidates
  • Assured that officers received appropriate training, developed them in both technical and professional skills; also included performance management coaching, counseling, disciplining, performance evaluations, recognition, etc.
  • Assured that employee grievances are heard with help from appropriate branch or region HR support employees.
  • Assisted with the communication of policies, company announcements and job openings.
  • Administered site safety programs outlining site-specific hazards for security officers including vehicle  driving safety's appropriate to corporate procedures
  • Work in various environments including adverse outdoor conditions such as cold, rain or heat;
Account Manager 09/2012 to 04/2015
Capital One Auto Finance – Knoxville, Tennessee
  • 3rd party collections on auto Loans, working with reprocessing department about 90+ delinquent accounts.
  • Processed credit loan applications for new customers Contacted customers with past due accounts Complete daily and monthly closeout procedures.
  • Handled bankruptcy claims arranged for debt repayment options issued daily reports to supervisor.
Marketing Account Manager 07/2010 to 05/2012
Vector Marketing – Knoxville, Tennessee
  • Managed technical aspects of key marketing systems (marketing automation).
  • Used to generate distribute and report on leads.
  • Established and maintain scalable processes that ensured best practices in campaign and lead management.
  • Evaluate new technologies and add-on applications to improve and optimize team performance.
  • Monitor and maintained data quality with the marketing database.
Education
High School Diploma: General Studies 2010 McMinn County High School - Athens, Tennessee
Bachelor of Arts: Human Resource Management Current Ashford University - San Diego, California
  • Coursework include's Evaluating internal and external organizational environments and the impact of their interrelationships on human-resource functions. Analyzing the process of job analysis, staffing, appraisal and compensation, training, career planning, and organizational development. Analyzing the ethical, legal, and safety challenges faced in the workplace.  Examining the interaction among management, labor, and labor law
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Professional Summary

Accomplished and results-driven professional. Over 18 years of leadership, account development, and account management experience within industry leading, dynamic organizations. Strategic thinker and  proactive problem solver with expertise in consultative solutions selling and account retention.

Skills
  • Revenue generation strategies
  • Business development
  • Results-oriented
  • Customer relations
  • Contract management
  • Product management
  • Project management
  • Multi-operations management
  • Advanced Salesforce.com user
  • Critical and creative thinking
  • Strategic planner
  • Complex problem solving
Work History
Account Principle, Strategic Accounts 06/2018 to Current
 Neustar Inc – Sterling, VA
  • Responsible for managing and retaining a portfolio of enterprise level strategic accounts, value of $77.6M in annual recurring revenue, key clients include Verizon, Google, CenturyLink, Comcast, Charter, Frontier, At&t, Bandwidth.com and Mediacom Communications.
  • Management of all aspects of contract renewals and new revenue generation within named accounts
  • Collect data, examine reports, and update C-Level Executives, Vice Presidents, IT Directors, and decision makers by delivering quarterly business review presentations.
  • Mentored junior account management professionals to develop skills and increase company revenue.
  • Cultivated productive relationships with business representatives and consulted closely to uncover needs and match to available solutions.
  • Worked with customers to develop strategic business and account plans.
Enterprise Service Director 05/2009 to 06/2018
 Vonage – McLean, VA
  • Held overall responsibility of a portfolio of 10 enterprise level accounts, value $9.6M in annual recurring revenue and total contract value $345M; key clients, included WeWork, Swissport, UNCF, DMI, Accenture, Bozzuto and HBCUs.
  • Accomplished triple digit year-over-year growth through up-selling in business base accounts and surpassed annual quota by 222% in 2016 and over 200% in 2014 and 2015.
  • Generated $308K in monthly recurring revenue totaling $3.7M by profitably selling $500,000 in professional services.
  • Increased company exposure, customer traffic, and sales by initiating several different type of marketing campaigns, offering discounts, and participating in trade shows. 
  • Prepared and delivered Quarterly Business Review presentations to C-Level Executives, Vice Presidents, IT Directors, and decision makers.
  • Developed and executed marketing programs and general business solutions resulting in increased company exposure, customer traffic, and sales.
  • Created boardroom and courtroom multimedia presentations for enhanced understanding.
  • Negotiated prices, terms of sales and service agreements.
Senior Account Manager 11/2007 to 03/2009
 Democracy Data & Communications – Alexandria, Virginia
  • Provided a single point of contact for clients on all activities and projects for Fortune 500 client accounts including Chevron, Bank of America, Procter & Gamble, Prudential, Coca-Cola, Google, and MasterCard.
  • Managed multiple concurrent client accounts throughout their entire implementation life cycle, including project scope & initiation, technical implementation, custom development, business analysis and consulting.
  • Managed and controlled pricing on contractual issues by developing a thorough understanding of company procedures.
  • Successfully managed product sales with cycles from two months to years in length and generating recurring revenue of over $1 million.
  • Conducted presentations on company products and opportunities for corporate sponsors.
  • Developed written launch plans outlining the launch process, present launch plans to senior management for approval, and track actual unit sales and gross margin performance for new product launches.
Marketing Account Manager 03/2006 to 11/2007
 Intersections, Inc. – Chantilly, VA
  • Assisted with the development and execution of strategic marketing plans for continued growth and enhancement of assigned products.
  • Assisted with the development of proposals, RFIs and RFPs for client prospects.
  • Responsible for key account management initiatives to increase the business and marketability of products and services for the JP Morgan Chase, GE Money, Deluxe Financial Services, Aegon and Travelers partnerships.
  • Documented user stories, specifications and product features into a detailed work order to communicate across teams and ensure mandatory requirements are built accordingly.
  • Developed product documentation to communicate and align the key components of upcoming features and products to internal teams.
  • Conducted market research on Fraud Alerts and created presentation for Senior Management that outlined the competitive landscape and the steps Intersections' needed to take in order to compete in the market. Intersections began offering automated Fraud Alerts in November 2007.
  • Ushered in several new clients, that effectively boosted sales to record breaking numbers in Q2. 2007. These new clients market credit monitoring and identity theft solution in both the inbound and outbound channels as well as a direct mail campaigns, thereby ensuring that we maintained a robust and diverse presence in the market.
  • Successfully completed several projects in support of Identity Guard initial launch:
      o Enabling offline enrollment and verification processing for the Fraud Protection products
      o Creating Public Record Profile and Public Record Profile Monitor – 2 new standalone products
      o Product Bundling – a cornerstone of Identity Guard's offerings.
  • Launched a credit management program for Deluxe that allowed the client to approach their partners with a multi-faceted offer, expanding their reach and giving partners new options for marketing Deluxe products. This resulted in overall revenue of over $250,000 in 2007.
Education
BBA: Business Management, Business Administration 1994 Qatar University - Doha, Qatar
Accomplishments
  • Demonstrated the ability in developing relationships with partners and clients by renewing contracts in record numbers in the company's history.
  • Successfully redefined multi-million dollar in revenue generating client contracts on an average of 36-month term and combined total contract value of over $55M.
  • Recognized as a leader for new business and overall sales for growing sales on each account by average of 38%.
  • Surpassed target product objective year-after-year; averaged 202% to plan since 2010.
  • Built and strengthened relationships with clients by renewing contracts in record numbers in the company's history.
  • Accomplished top-performer award 8 times since 2009 consecutively.

Accolades & Awards
  • President's Club Member
  • Top Performer of the Year - 2009, 2010, 2011, 2012, 2013, 2014, 2015, and 2016.
  • Awarded Champion of the Year - 2010, 2011, 2014 and 2016.
Languages
German and French.
Additional Experience

Account Executive, Paychex – Fairfax, VA, Sep 2003 – Mar 2006
Account Manager, Network Solutions LLC – Herndon, VA, Jun 2000 – Sep 2003
Licensed in Real Estate – May 2005 to present

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Skills
  • Exceptional problem solver
  • Account management
  • Public relations expert
  • Quality leadership
  • Excellent written and verbal communicator
  • Customer service-oriented
  • Community resources specialist
  • Presentations
  • Deadline-driven
  • Accounting and finance
  • Project management
  • Self-directed
  • MS Office Suite expert
Experience
08/2014 - Current
Family Ties Inc. － Atlanta, GA Community Paraprofessional
  • Mentors individuals with proper academic etiquette and social activities.
  • Maintain confidential records, instructional materials, and data collection.
  • Devise specific strategies for reinforcing materials or skills based on client's needs, interests and abilities.
  • Review processes and ensure compliance with state and federal regulations regarding HIPPA.


02/2014 - 07/2015
Spiralyze Marketing Company － Atlanta, GA Marketing Account Manager
  • Identified, developed and evaluated marketing strategies based on knowledge of company objectives and market trends.
  • Worked effectively in a heavily cross-functional, fast paced environment.
  • Developed innovative product solutions grounded in clear understanding of customer needs.
  • Managed, mentored and developed a team of three contractors. Produced engaging online marketing campaigns
12/2012 - 12/2013
Diversion Center - Lawrenceville － Lawrenceville, GA Skills Instructor
  • Wrote reports, correspondence from dictation, handwritten notes, and completed documentation for all clients attending sessions. 
  • Conducted individual counseling sessions to address physical, mental, social, and emotional issues to increase life skills.
  • Pursued ongoing education and training opportunities to further develop professional skills.
  • Built positive rapport with law enforcement officers, court officials and community service agencies.
  • Acted as a role model for clients by exhibiting positive behaviors.
11/2010 - 10/2013
CNT － Norcross, GA Placement and Marketing Coordinator
  • Managed, mentored and developed a team of fourteen employees.
  • Spearheaded the creation of blogs and social media content.
  • Managed operations in accordance with budget requirements. 
  • Managed all company customer engagement campaigns.
  • Created sales strategies to promote advertising offerings and motivate larger deals increased by 50%. 
04/2008 - 11/2010
Georgia State University － Atlanta, GA Research Associate
  • Conducted design and code reviews to share knowledge with development team.
  • Analyzed and created new configuration for packaged software to meet business and system requirements.
  • Designed electronic file systems and maintained electronic and paper files.
  • Organized files, developed spreadsheets, faxed reports and scanned documents.
Education and Training
2008
Georgia State University － Atlanta, GA, United States Bachelor of Science: Psychology
2016
Gwinnett Technical College Alpharetta-North Fulton Campus － Lawrenceville, GA, United States NIH Certification: Clinicial Research Program
Accomplishments
Bilingual in Spanish and English
SPSS Experience
Increasing gross monthly sales
Certified in Anger Management training

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