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Account Manager

New Orleans, LA


Results-driven professional with proven experience to lead teams, coordinate complex/detailed projects, and drive initiatives from concept to successful conclusion. Critical thinker and problem solver that can learn quickly, develop expertise, and produce immediate contributions in systems, analysis, and business operations. Expert qualifications in:
  • Consultative Solutions Selling Financial/Business Analysis
  • Project Management Key Account Management
  • Goal Setting & Strategic Planning Leadership & Team Management
  • Process Management Client Relationship Management

Work Experience

Account/Operations Manager


Dec 2011Current

Information technology company specializing in assisting the medical community with their technology needs including practice management and electronic health record systems

Responsible for day to day management of business, marketing, and sales operations. Exceeded all sales objectives for each month and increased client base 100% through cold call, direct mail, and social media techniques. Utilized customer relationship management tool to manage technicians and client needs.

Account/Operations Manager
Accepted position to lead the sales and marketing objectives of the company. This role included gaining new accounts plus maintaining positive relationship with current clients utilizing direct face to face contact, cold calling, email, direct mail, and social networking tools. Promoted to manage five technicians located in various locations throughout the state.
  • Continuous face-to-face contact with client, demonstrating our understanding of their business and communicating our unique value.
  • Facilitated project contract with the Regional Extension Center for Arkansas to perform security risk assessments for their clients to gain meaningful use certification.
  • Increased client base of company by 100%, including adding the five largest clients to date. These clients included a fifteen provider ENT practice, six provider dermatology practice, seven provider dermatology practice, six provider OB/GYN practice, and a rural hospital in Eastern Arkansas.
  • Designed new marketing materials and campaigns for company including postcards, referral offers, mass mailings, and direct contact increasing company exposure.
  • Led implementation and consultative work for five electronic health record systems including SQL database install, network setup, server virtualization/consolidation, and backup/crash plan system.
  • Implemented automated ticketing system for clients to initiate and track all tickets opened by client. Allowed company to reallocate full time associate that was fielding client calls thus making them more profitable to the company.

Client Delivery Manager


Feb 2000Dec 2011

Global interactive marketing services provider of information management solutions

Twelve-year career highlighted by a series of increasingly responsible leadership roles. Recipient of the Acxiom Excellence Award, Winner's Circle Tier One and Great Gains Awards for exemplary client satisfaction and service performance. In addition received several awards from external client along with internal gold medal and gold bullion awards for strategic impact to client relationship and exceptional teamwork.

Client Delivery Manager
Promoted to manage nine member account team and serve as operational point-of-contact for service delivery needs of two, Top 10 financial services clients totaling $60 million in revenue. Maintained and grew strategic relationship with the client. Ensured timely, accurate delivery of client services under contract and invoicing of client work.
  • Led the design and implementation of a customer data integration (CDI) process to streamline the client campaign acquisition process. Full responsibility for flow design, test plans, data mapping, process specifications, quality assurance and stress testing. Successfully reduced processing time by 75% and data center charges by 90%. Also lowered the number of needed resources for specific account from 7 associates to 3 full time associates.
  • Analyzed business financials to reconcile discrepencies and investiage variances.
o Managed the successful implementation of an improved data archival system to save financial accounts $250,000 per year.
o Constructed value benefit analysis for marketing database proposal that generated cost savings of $4 million and a three year ROI of $6 million
  • Continuous face-to-face contact with client, demonstrating our understanding of their business and communicating our unique value.
  • Analyzed customer partner data and identified inefficiencies in suppression process to increase mailable population.
o Increased data universe of partner data 10%.
o Increased data universe of retail data 25%.
  • Led successful implementation of LEAN project creating a daily management system to identify interruptions of service and innovations to existing processes.
o Received recognition from Sr. Vice President for outstanding work during pilot of this project.

Senior Business Analyst
Accepted key leadership role in the development and delivery of customer information management assessments to companies nationally. Directed project life cycle, from initial analysis through client-needs assessment and delivery. Qualify design assessment strategy, perform analysis, and execute engagements that drive business value and benefit to key decision-makers.
  • Nationally ranked in the top 5% for overall job performance, 2008 & 2009.
  • Delivered over 50 consulting engagements generating over $2.5 million in new revenue.
  • Spearheaded solution design and investigative analysis for $200,000 Southwest Airlines identity resolution and validation pilot study.
  • Streamlined data health diagnostic tool and instituted reusable template reports that reduced assessment time by 70%. Facilitated training to consulting and sales teams.
  • Performed analysis on customer data identifying expansion of current solution to upsell new data elements that increased efficiency of direct marketing file.
o Added $100,000 per year of new revenue through upselling of Infobase data to Hyatt Corp.
o Added $50,000 per year of new revenue through upselling of Infobase data to Disney Corp.
o Added $10,000 per year of new revenue through increase in data elements to JP Morgan Chase.

Client Services Manager
Managed five member account team that ensured external customers were delivered the business services and solutions purchased. Maintained and grew strategic relationship with the client and developed a trusted partnership that optimized profitability, revenue, and client satisfaction.
  • Migrated major financial services client from Acxiom competitor into an open systems server environment.
  • Oversaw frontend operations and reporting for $30 million customer database.
  • Created documentation for new process to be utilized by internal teams and external clients, this included: process specifications, process overview, and visio process flow diagrams.
  • Continuous face-to-face contact with client, demonstrating our understanding of their business and communicating our unique value.
  • Supported sales efforts to identify and close new business revenue.
o Performed analysis of input data and created external reports for our client.
o Added additional processing step to increase the health of the input data thus creating new business of $50,000 per year.
o Removed redundant process thus removing $10,000 per year in processing charges.
  • Maintained sustained revenue run rates plus incremental growth.
o Maintained a 5% growth rate for revenue of frontend solution per year.
o Increased number of partner source files by creating an automated solution.
  • Facilitated strategic planning and account development to improve the client account and solutions team productivity.
o Streamlined the process to remove unnecessary manual steps, thus moving a resource from the overall solution.

Business Analyst
Recruited by Acxiom to support a major financial services account worth $20 million in revenue. Designed, prepared, executed, and monitored data processing jobs. Analyzed input data, data formatting specifications and output requirements for satisfaction of all technical requirements. Documented code changes, performed testing, and audited results to ensure client requirements were satisfied.
  • Client point-of-contact for the management of Discover Card "lights out" nightly and monthly Data House processes. Wrote program specifications, SOP manual, audit checklists and tested logic.
  • Built relationship with customer contacts and invoiced all processes relating to customer requests.
  • Worked with team to transition all processes from a mainframe solution into a server environment.
  • Studied all areas of the business unit to understand each process and created documentation on each process.
  • Built an AbInitio solution for college telemarketing to process more efficiently in a server environment.
  • Mentored less experienced associates with training on internal and external campaign tools and processes.
  • Identified new business opportunities to ensure the efficient and consistent design and implementation of new processes.
  • Promoted to Client Services Manager, 2004.


BA in Business Administration

University of Central Arkansas, Conway, AR



Client/Consultant Relationship, Consultative Solution Selling, Sales Leadership Program, Technical Product Training, Customer Service, MS Office, MS Access, MS Project, MS PowerPoint, Visio, PeopleSoft, Abinitio, Ascential Datastage, Familiar with Oracle, SQL, SAS, Mainframe CICS, JCL, JHS, TSO, C++
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