Pamela Stokes
Stone Mountain,GA
Summary
Accomplished Account Manager offering extensive experience in developing account plans, increasing revenue and deepening customer relationships. Excellent communication and problem solving abilities. Ready to bring 10 years' experience to challenging new position with industry-leading team at Progressive.
Overview
17
17
years of professional experience
Work History
Senior Account Manager
Legacy Parking
01.2019 - 06.2023
- Boosted client satisfaction by effectively managing and resolving account issues.
- Increased revenue for the company through strategic upselling and cross-selling initiatives.
- Developed long-lasting client relationships by providing exceptional customer service and support.
- Streamlined account management processes, improving overall efficiency and productivity.
- Expanded market share by identifying new business opportunities and securing high-value accounts.
- Organized client feedback and introduced streamlined process of replying to and rectifying complaints.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
Assistant Manager
Legacy Parking
07.2017 - 01.2019
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Implemented new policies and procedures to enhance the overall customer experience while adhering to company guidelines.
- Collaborated with other departments to ensure seamless service delivery across all channels of communication.
- Analyzed customer feedback data to identify trends, make improvements, and better understand client needs.
- Prepared detailed progress reports outlining departmental goals achieved as well as areas requiring ongoing attention/improvement efforts.
- Took ownership of customer issues and followed problems through to resolution.
Customer Service Office Manager
Lanier Parking Solutions
08.2011 - 07.2017
- Enhanced customer satisfaction by efficiently managing office operations and addressing client concerns promptly.
- Streamlined office procedures for improved productivity, resulting in better service delivery to customers.
- Reduced customer complaints with proactive identification of issues and effective resolution strategies.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Customer Service Representative
Truist Bank
03.2006 - 08.2011
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
Bachelor of Science - Business Administration And Management
DeVry University
Atlanta, Ga.MBA - Finance
Mercer University
Atlanta, Ga.Skills
- Excellent Negotiation Skills
- Order Management
- Operations
- Goals and Performance
- Customer Relations
- Database Management
- Decision making
- Effective communication
- Relationship building
- Client retention
- Conflict resolution
- Product knowledge
Timeline
Senior Account Manager
Legacy Parking
01.2019 - 06.2023
Assistant Manager
Legacy Parking
07.2017 - 01.2019
Customer Service Office Manager
Lanier Parking Solutions
08.2011 - 07.2017
Customer Service Representative
Truist Bank
03.2006 - 08.2011
Bachelor of Science - Business Administration And Management
DeVry University
MBA - Finance
Mercer University
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