Account Manager
TransTech
Total years of experience :13 years, 2 Months
• Effectively built & maintained long-lasting client relationships through constant communication, dependable product delivery, and trustworthy relations.
• Managed to help grow annual revenue, exceeded targets by an average of 53% yearly.
• Worked with clients to define requirements for Kiosks & Smart Terminals, Mobile ATMs, ATM Maintenance & field support, Modified Containers, Signage & Signboards, Banners, Vehicle Conversion & Graphics.
• Negotiated contracts with key clients and met established deadlines for the fulfillment of each client's long-term goals.
• Drive business growth of Key Accounts to improve commercial performance.
• Presenting reports on account progress, goals, and quarterly initiatives.
• Analyze & improve the operational system, processes and policies, support better management reporting & information flow.
• Understand customer issues and service gaps, propose solutions, ensure service quality & quick tactical management crisis.
• Liaise and collaborate with the advertising, design, marketing, sales, and logistics departments to ensure clients’ needs are met.
• Manage operations staffing, including supervision, scheduling, development, evaluation, and disciplinary actions.
• Oversaw the development of more robust reporting for the customer support team, which improved customer NPS by 10% year over year.
• Oversee cost/expenses to ensure no over-runs.
• Build & promote long-lasting customer relationships by establishing a professional network to drive the business further.
• Develop innovative ideas and opportunities thereby helping the company anchor its market presence.
• Offer financial services & share a quote for audit and accounting service.
• Assist management with department issues, serve as a liaison between senior management & subordinates.
• Verify and track all project deadlines to facilitate smooth workflow.
• Prepare and outline the responsibilities of the department, including roles and assignments for each staff.
• Ensuring that the goals are achieved on time and the sales are surpassed.
• Setting up bonus and incentives plans for team members to keep their morale high.
• Arranging & chairing weekly team meetings, focusing on KPI & achievements.
• Responsible for making sure that any gaps in performance or quality are quickly identified and addressed.
• Responsible for improving customer service based on client feedback.
• Responsible for the supervision of Live Chat support within the process.
• Ensuring that staffs are motivated, monitored and measured in line with company targets and performance standards.
• Responsible for improving customer service based on client’s feedback.
• Conduct training sessions for customer service representatives.
• Responsible to handle live escalation calls & provide solutions.
• Execute complex escalation and follow up cases requiring further action.
• Responsible for resolving and responding to complaints from agencies like Attorney General, Better Business Bureau & FCC.
• Identify & resolve level-1 cases to support UK operations for AOL broadband.
• Coordinate with different teams including providing technical & process guidance to ensure high quality of services to customers.
• Follow standard procedures & redirect unresolved cases to the relevant department.
• Meet performance benchmark in defined areas (resolution, accuracy & AHT).
• Train new hires for level-1 support and provide mentoring during on job training (OJT) phase.