Account Operations Manager Resume Samples

Description :

1. Review Consumer Marketing and Disease Management Teams marketing plans to create Account Strategy.
2. Develop Campaign Implementation Plan and timelines.
3. Assess vendor network capabilities for a live agent, IVR, letter shop and fulfillment.
4. Reviewed creative and copy for the message and potential adverse event reporting.
5. Verify campaign and vendor readiness.
6. Identify the need for changes or new SOP's.
7. Oversaw production goals and made modifications as needed.
8. Report on campaign metrics and KPI's Reconciled action to plan on a monthly basis.
9. Recommend improvements for vendor network and internal Pfizer Customer Service.

Experience

10+ Years

Level

Senior

Education

Bachelor's

Description :

1. Manage operational activities within set of assigned accounts.
2. Write process documentation, review, and improvements.
3. Work with multiple resources to ensure operational excellence within accounts.
4. Client Advocate: Manage critical order escalations across all direct business segments.
5. Review new escalation requests for sound business cases and supporting information.
6. Work with many resources to improve fulfillment of orders to improve customer satisfaction and customer experience.
7. Manager of Client Service: Manage team day to day activities of corporate accounts.
8. Load balance with other managers to provide coverage of daily tasks and phones for customers.
9. Help team to understand the processes and policies, internally and externally, used to service the clients.

Experience

2-5 Years

Level

Junior

Education

Bachelors

Description :

1. Review Consumer Marketing and Disease Management Teams marketing plans to create Account Strategy.
2. Develop Campaign Implementation Plan and timelines.
3. Assessed vendor network capabilities for a live agent, IVR, letter shop and fulfillment.
4. Review creative and copy for the message and potential adverse event reporting.
5. Verify campaign and vendor readiness.
6. Identify the need for changes or new SOP's.
7. Oversaw production goals and made modifications as needed.
8. Report on campaign metrics and KPI's Reconciled action to plan on a monthly basis.
9. Recommend improvements for vendor network and internal Pfizer Customer Service.

Experience

10+ Years

Level

Senior

Education

Bachelor's

Description :

1. Accountable for delivery of Operational Excellence in support of the Account Management Strategy Oversee the delivery of contracted services according to contract terms, as well as the customers' satisfaction with those services.
2. Lead the account team in identifying and delivering value to the customer.
3. Expand the range of services Xerox offers the customer, increasing the Xerox services offering employed in the customer's operation.
4. Manage various internal processes required to service and deliver Xerox's capabilities to the clients Deploy service solutions that meet agreed upon Standards of Performance (SOP) and Statements of Work (SOW) Partner with the CDM (Client Delivery Manager) to strategize the account relationship and with other Xerox organizations Support the Revenue & Retention strategies to enable profitable growth.
5. Participate in account reviews.
6. Partner with CDM (Client Delivery Manager) to establish the account communication process People Management Perform Human Resource Management - selection, training and career progression, performance management, and adherence to policy.
7. Recruitment of site staff when required Achieve diversity and Operation BWF (Balanced Work Force) objectives.
8. Provide leadership and direction to extended staff Accountable for the development, recognition, and retention of team members Manage Employee Motivation & Satisfaction through the EES process to create a motivating team environment for employees Financial Responsibility Manage P&L targets and operating budget for the account(s).
9. Responsible for account growth through labor productivity, efficient operational practices, and new product/service offerings.

Experience

2-5 Years

Level

Junior

Education

Bachelors Of Science

Description :

1. Maintain cost effective business operations, provide staffing,training and introducing new processess and initiatives.
2. Presentation and reporting of operating and performance statistics.
3. Oversee and control daily activities of Worksite Medical Center.
4. Responsible for staffing, managing and directing employee activities.
5. Provide data analysis, monitor established metrics, and report to management on Performance and Plans.
6. Maintain Operational Efficiency by implementing new work flows, service offerings and promotions.
7. Develop and implement promotion plans for available services.
8. Direct administrative functions such as scheduling staff, timekeeping, payroll, equipment and supplies.
9. Resigned 12/2013 to relocate to Orlando FL.

Experience

5-7 Years

Level

Executive

Education

Bachelor's

Description :

1. Manage site operations and team members to meet contract and client expectations.
2. Recruited and hired employees during critical staffing periods.
3. Enabled differentiated service levels and offerings.
4. Ensured clear value proposition communication in all accounts by providing development and support.
5. Deployed account strategies in all accounts.
6. Support successful launch of major new services offerings.
7. Executed initiatives to grow business and bring simplicity to working with Lean Six Sigma.
8. Partner with CDM (client delivery manager) to establish the account communication process people management perform human resource management - selection, training and career progression, performance management, and adherence to policy.

Experience

7-10 Years

Level

Management

Education

A.A.S.

Description :

1. Serve a liaison between Fiserv and their clients to resolve any escalated customer operations issues.
2. Interact with clients to gain a clear understanding of their needs and ensure proper products and/or services are delivered in an expedient manner.
3. Ensures client satisfaction by reviewing results and handling operational issues in an efficient manner.
4. Provides excellent communication skills in efforts to easily develop rapport to troubleshoot operational issues.
5. Builds relationships at all levels of the client organization Proactively identifies opportunities for process improvements between Fiserv and assigned client base including but not limited to cost saving initiatives.
6. Responsible for preparing and delivering operational Account Reviews and performance reporting as it relates to Service level agreements in person and during weekly conference calls.
7. Develop project plans and statement of work estimates Participates in implementations and ensures ongoing services and projects are delivered on time to meet client requirements.
8. Builds and maintains strong client relationships, and participates in client meetings regarding performance to ensure client satisfaction.

Experience

2-5 Years

Level

Junior

Education

Diploma

Description :

1. Design Coordinator New Hire training program with an emphasis on direct mail and publication purchases, customer service, quality assurance, auditing, and Accounts Receivable.
2. Analyze client contract needs and applies strategies for streamlining processes with the cost negotiation team resulting in client savings of $5.2M.
3. Collaborate with account executives and operations teams to automate monthly pricing audits of purchase orders to ensure accuracy and customer-specific requirements.
4. Result in a 42% increase in profits to the employee incentive bonus program.
5. Select as the regional level partner to manage cost, schedules, performance and quality control of system modification helpdesk requests.
6. Foster the philanthropic giving strategy directed toward employee retention and new client acquisitions.
7. Responsible for account growth through labor productivity, efficient operational practices, and new product/service offerings.

Experience

5-7 Years

Level

Executive

Education

Diploma

Description :

1. Project manager that coordinated logistics for internal/external packaging and crating partners nationwide.
2. Managed various accounts: Ordered placement, RFQ, route and rate shipments for billing.
3. Managed Air Freight, LTL/FTL operations, negotiated rates with airlines, ground, and inter-modal carrier.
4. Built crating and packaging partner base nationwide for sales force to better service clients.
5. Analyzed K.P.I reports to ensure goals were set for daily, weekly and monthly on-time service Managed Customer Service and Dispatch departments to ensure prompt an accurate service adhered too.
6. Trained directly by TSA security representatives on cargo compliance and global threat assessments.
7. Managed nightly warehouse /distribution of international exports and domestic shipments.

Experience

7-10 Years

Level

Management

Education

Bachelors

Description :

1. Account Operations Manager Interviewed, hired, and supervised over 20 staff in copy, fax, and mail center services for Bank of America account.
2. Started up mail and reprographics services for new accounts.
3. Manage various internal processes required to service and deliver xerox's capabilities to the clients deploy service solutions that meet agreed upon standards of performance (sop) and statements of work (sow) partner with the cdm (client delivery manager) to strategize the account relationship and with other xerox organizations support the revenue & retention strategies to enable profitable growth.
4. Lead the account team in identifying and delivering value to the customer.
5. Work directly with customers to create, sell and implement in-house catering.
6. Full responsibility for the retail store including hiring, scheduling, training, sales goal attainment, merchandising, inventory management and loss prevention. Consistently maintained the highest monthly store review and quarterly loss prevention record in the region.
7. Expand the range of services xerox offers the customer, increasing the xerox services offering employed in the customer's operation.

Experience

7-10 Years

Level

Consultant

Education

Bachelor's