Strategic Leadership: Promoted to Group Lead due to strategic leadership skills and a proven track record in achieving and exceeding KPI targets within the Account Management Division.CRM Expertise: Utilize advanced CRM tools, including Salesforce, to streamline account management processes, enhance customer interactions, and ensure accurate tracking of client/consumer engagements.Resource Planning and Scheduling: Spearhead resource planning and scheduling initiatives to optimize team efficiency, manage workloads effectively, and meet client demands promptly.Technical Support Proficiency: Demonstrate technical support expertise, ensuring seamless account operations and troubleshooting any technical issues that may arise, contributing to increased client satisfaction.KPI Achievement: Implement and monitor KPIs for the team, consistently exceeding performance targets, and contributing to the overall success of the division.Client Relationship Enhancement: Develop and maintain strong client relationships by providing personalized support, understanding client needs, and collaborating on strategic initiatives.Training and Development: Conduct training sessions for team members/management, focusing on technical proficiency, CRM/Genesys/Salesforce utilization, and achieving KPI goals.Innovative Solutions: Propose and implement innovative solutions to improve workflow efficiency, enhance service delivery, and exceed client expectations.

Advanced Technical Support: Provided advanced technical support for key accounts, ensuring timely issue resolution and client satisfaction.CRM Utilization: Effectively utilized CRM tools, such as Salesforce, to manage account information, track interactions, and implement targeted marketing strategies.KPI Monitoring: Monitored and analyzed KPIs to identify areas for improvement, leading to the implementation of strategies that positively impacted overall team performance.

Cross-Functional Collaboration: Collaborated with technical support teams to address customer issues promptly, ensuring a seamless experience for clients.Efficient Resource Allocation: Implemented resource planning strategies to optimize team productivity, leading to a reduction in response times and improved customer satisfaction.