Karen Gent
Mansfield,Nottinghamshire
Summary
Well established Account Manger with over 20yrs experience. Shares excellent client oversight, issue resolution.
Offers demonstrated record of achievement in customer relations. Manages national customer base and prospects high-volume leads.
Relationship-building skills. Highly effective at maximising repeat business opportunities.
Investigates low-performing accounts and adapts strategies to increase sales and retention.
Overview
20
20
years of professional experience
3
3
years of post-secondary education
Work history
Customer Support Manager
Prolog Fulfillment
Annesley, Nottinghamshire
2010.08 - Current
- Management of large account portfolio's totalling annual revenue of over £4million
- Lead management of high profiles campaigns and projects within accounts portfolio's
- Management of team including team development/appraisals and recruitment
- Monitoring internal and client SLA's/KPI's
- Developed strong client relationships
- Handled customer concerns and complaints to resolve issues and build loyalty both within the business and with clients
- Preparing and delivering weekly invoices on time, including all back up reports for clients ensuring accuracy
- Preparing and delivering monthly client review meetings
- Delivering internal senior management reports
Account Executive
Prolog Fulfillment
Annesley, Nottinghamshire
2004.01 - 2010.08
- Solving customer challenges by offering relevant solutions and services according to needs and requirements.
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
- Effectively communicated with clients, helping to improve relationships and rapport.
- Collaborated with other company departments, to ensure clients requirement are met.
- Delivering internal and external MI reporting requirements
Education
NVQ Level 2 - Business Admin
Positive Outcomes
Nottinghamshire 2010.02 - 2011.02
NVQ Level 3 - Business Admin
Positive Outcome
Nottinghamshire 2011.02 - 2012.02
Management Essentials - Management Training
In-house
Nottinghamshire 2008.05 - 2008.08
City in Guilds Level 1 - Word Processing
City in Guilds
Nottinghamshire 2003.04 - 2003.10
Skills
- Key account management
- Customer relationships
- Strong lead development skills
- Excel, word and PowerPoint
- Project and Campaign Management
- Strong organisational skills
- Conflict Management
- Attention to detail
- Presentation skills
- Data analysis
- Leadership and management
Additional Information
- Onboarding of new business working along side operational and IT departments to ensure smooth transitions of new clients to the business.
- Lead management of campaigns / projects
- Management of
Timeline
NVQ Level 3 - Business Admin
Positive Outcome
2011.02 - 2012.02
Customer Support Manager
Prolog Fulfillment
2010.08 - Current
NVQ Level 2 - Business Admin
Positive Outcomes
2010.02 - 2011.02
Management Essentials - Management Training
In-house
2008.05 - 2008.08
Account Executive
Prolog Fulfillment
2004.01 - 2010.08
City in Guilds Level 1 - Word Processing
City in Guilds
2003.04 - 2003.10