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Account Manager Resume

Ny, NY

SUMMARY

Energetic and results driven management professional with diverse and extensive experience in the travel industry at a Fortune 500 company. Demonstrated success in the management of people, projects, and relationships that enhance employee productivity, operational efficiency, and client engagement generating profitability. Key skills include utilizing a methodical approach, organization, tenacity and being trustworthy. Experience in:

  • Marketing
  • Selling/Influencing/Persuading
  • Operational Management
  • Account Management
  • Project Management
  • Problem Solving

PROFESSIONAL EXPERIENCE

Confidential, NY, NY

Account Manager, 2003-2010

Managed a portfolio of franchise clients in a wide geographical area virtually, influenced customer engagement and increased preferred supplier sales through consultative selling and marketing.

  • Integrated new partners into the network exceeding 30MM in sales.
  • Led a team on the organization's ability to use customized marketing by designing specifications and working with a third party vendor. In addition taking the program from a manual process to a fully automated process.
  • Certified as a Six Sigma Green Belt after presenting and execution of the Rep Implementation project that reevaluated and corrected procedures for enrolling and establishing new representative agencies to the U.S. Representative Network.
  • Led Monthly portfolio calls to highlight new programs, to re-enforce existing ones, to drive product penetration, and to maintain consistent contact with representative members.
  • Co-Facilitated of Annual Regional meetings with field managers averaging 15-30 attendees in order to increase networking among representative members, review previous year initiative results, introduce new initiatives, and promote communication among rep members..
  • Led Employment Engagement team initiative to improve employee morale and engagement and to achieve 14 out of 14 Blue Box values for 2006 from previous score of 12 out of 14.

Customer Service Representative, 2001-2003
Provided resolution for all post and pre-trip customer service issues, delivered service reviews to team leaders and travel counselors, and provided feedback resulting in a 25% decrease of reoccurrence of the same issues calculated annually.

  • Created training and travel policy manual for staff and facilitated training for new hires and management staff during operations change from NYC to Tampa Florida.
  • Conducted Monthly Customer Service updates with Morgan Stanley corporate travel manager to review new updates in corporate travel policy and go over any outstanding issues and resolutions.
  • Facilitated Monthly Customer service review with multiple staff groups at Morgan Stanley. To review previous month's customer service issue resolutions and to set expectations for the following month's call.
  • Mentored several travel counselors to enroll and complete MILE program by offering mock interviews and assisting with application process. This resulted in 3 travel agents completing the program.

Corporate Travel Consultant - Confidential, 2000-2001

Managed business travel reservations for Morgan Stanley's most traveled high level executives producing high transaction volume for 150 plus customers.
  • Acted as Service level coordinator back up and created daily statistic forecast reports and previous day summaries to submit to Morgan Stanley Corporate Travel manager on a daily basis.
  • Conducted Account Specific training and mentored new hires by instruction and "Double Jacking".
  • Acted as Customer Service backup with a main objective to research and resolve all post-trip customer service issues.
Corporate Travel Consultant Confidential, 1998-2000
  • Managed business travel reservations for Morgan Stanley executives in a call center environment approximately 60 travel counselors.
Corporate Travel Consultant Confidential, Raleigh, NC 1997-1998
  • Managed business travel reservations for IBM executives in a call center environment approximately 500 travel counselors.
Leisure Travel Consultant Confidential, Raleigh, NC 1995-1997
  • Managed business travel reservations for IBM executives in a call center environment approximately 500 travel counselors.
EDUCATION

Bachelor of Science, Business Management

PROFESSIONAL RECOGNITION AND CERTIFICATIONS
Pacesetter Award, 2001 & 2005
Six Sigma Green Belt Certification 2005
Moving Into Leadership Effectiveness Graduate (MILE) 2002

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