Zara Louise D'Mello
Summary
Results-driven Client Servicing Account Manager with proven expertise in project management and client account leadership. Adept at strategic planning, fostering strong client relationships, and consistently achieving targets. Experienced in managing and coordinating teams to deliver impactful campaigns, ensuring timely execution and driving continuous improvement across all projects.
Overview
10
10
years of professional experience
Work history
Account Manager
ThinkBDW
Newcastle upon Tyne
11.2021 - Current
- Primary point of contact for key clients, trusted to fulfil requests and assist in building and refining project briefs.
- Independently lead projects from briefing to delivery, coordinating with departments and clients while also working with senior leaders to refine project strategies.
- Oversee day-to-day content delivery by crafting clear, engaging briefs that direct teams, working with creative, digital, and production teams to incorporate client feedback and ensure alignment with project goals until final delivery.
- Led project management of diverse productions, including UX systems, digital assets, email campaigns, and AV projects, driving client sales and coordinating product launches through meticulous planning and execution.
- Managed and billed monthly client accounts, including forecasting, invoicing, purchase orders, and reporting, consistently exceeding targets by 20–30%.
- Co-led monthly marketing meetings to highlight key achievements, pitch and receive briefs for new projects
- Proactively identify opportunities to enhance client’s marketing schedule and content, ensuring alignment with brand guidelines and vision.
- Training new team members by leveraging experience to support their learning and development across agency.
- Fostered and strengthened client relationships through on-site visits or off-site meetings to discuss account needs, including travel to Yorkshire and Scotland.
Customer Service Executive
Epicurium Ltd
Consett, Durham
06.2020 - 10.2021
- Handled 85% of inbound sales inquiries and wholesale orders, using upselling strategies to boost sales. Managed high call volumes and met live chat targets within strict timeframes, while maintaining professionalism and efficiently operating switchboard systems.
- Provided professional support to clients, boosting retention by 15% through effective account management, tailored recommendations, and prompt complaint resolution, while managing inquiries and negotiating terms to enhance satisfaction and loyalty.
- Resolved complaints through proactive problem-solving and analysis, escalating complex issues to supervisors to prevent lost revenue, while coordinating with other departments for efficient resolution.
- Utilised CRM system (Orderwise) to streamline processes, resolve complaints, and negotiate solutions, while improving company processes through customer feedback analysis and logging communications for comprehensive service records.
- Collaborated with suppliers to negotiate product offerings and secure samples for key accounts, improving sales opportunities.
- Trained new staff to ensure consistency in customer service delivery and managed direct payments for orders.
- Managed social media accounts, creating SEO-driven content strategies, tracking performance with Google Analytics, and collaborating with suppliers to launch engaging campaigns that boosted customer interaction.
Producer
Get Carter Productions
Newcastle upon Tyne
01.2020 - 03.2020
- Trained with Creative and Managing Directors in radio advertising, focusing on business development and scriptwriting.
- Refined scripts for improved engagement and collaborated with clients and creatives to bring projects to life.
- Overcame production challenges and resolved issues promptly to minimise disruptions.
EMEA Account Manager
Instant Offices
Newcastle upon Tyne
01.2019 - 12.2019
- Handled hot leads for serviced offices in South Africa, Egypt, Nigeria, and Dubai, boosting revenue from 15% to 55%.
- Facilitated price negotiations, processed financial transactions, and secured optimal prices to maximize profit between clients and vendors.
- Maintained excellent knowledge of industry trends to remain ahead of competitors.
Account Manager
The Studio Dubai
Dubai, UAE
09.2016 - 11.2018
- Led corporate photography and videography projects, guiding clients and creative teams to deliver high-quality results on time and within budget.
- Managed clients from brief to asset delivery, including pitching, scheduling, and revisions. Delivered tailored solutions, built trust, and nurtured long-term relationships with key clients.
- Led cross-functional teams, fostering collaboration for innovative solutions and ensuring client requirements were met from pre- to post-production
- Built robust partnerships with key stakeholders; fostered trust and long-term cooperation. Boosted client satisfaction by resolving queries promptly and professionally.
- Managed quotes, invoices, and payment processes for delivered assets while collaborating with accounting teams on monthly billing.
- Utilised in-house CRM systems to organise, track, and enhance project visibility, ensuring team alignment, productivity, and timely execution through rigorous progress monitoring and status reports.
- Led cross-functional teams, fostering collaboration between in house creative teams and freelancers for innovative solutions and ensuring client requirements were met from pre- to post-production, achieving project success.
- Managed high volume of key accounts and generated new business opportunities, consistently contributing to monthly portfolio of GBP 30K.
Account Executive
The Big Idea Advertising
Dubai, UAE
04.2015 - 08.2016
- Led briefing and coordination of digital and marketing content creation, ensuring alignment with client and agency project plans for 5 separate accounts simultaneously.
- Delivered ongoing and final reports to clients, representing agency and providing insights on marketing activities and campaign success.
- Directed consistent monitoring of client brand integrity across all digital and marketing communications.
- Developed and implemented pricing strategies to align firm objectives with customer satisfaction.
- Managed client and vendor contracts, financial reviews, and internal reporting, while invoicing monthly of upward AED 30,000.
- Collaborated with communications team to lead promotion of company initiatives.
- Oversaw coordination of promotional activities and creation of engaging social media content.
- Supervised proofreading and coordination of marketing material translations from English to Arabic and vice versa.
Education
Associate of Arts - Screen & Media
Royal Melbourne Institute of Technology (RMIT)
Melbourne, AustraliaFoundation Degree in Arts - Media Studies
Royal Melbourne Institute of Technology (RMIT)
Melbourne, AustraliaO-LEVELS EDEXCEL GCSE - History
St Mary's Catholic High School
Dubai, UAESkills
- Project Management
- Client relationship management
- Content creation & Project presentations
- Time management
- Event coordination
- CRM Systems (Sage Accounting, FRED, OrderWise, Asana, Easl, Clarity)
- Database management
- E-mail and direct mail marketing campaigns
- Market research
- Studio production
- Data analysis
Soft Skills
- Approachable with enviable communication and presentation skills
- Diplomatic with a Can-do attitude
- Ability to pivot quickly when needed
- Comfortable working as part of a team
- Skilled in multitasking and prioritising across busy client accounts.
- Creative problem solver with a deadline-oriented approach
- Outstanding organisational skills
- Dependable with solid project management skills
- Punctual & Energetic
- Exceptional interpersonal skills
- Professional demeanour
- Self-motivated
- A fun people person
- Expert fluency in English
- Wicked & devilish sense of humour
- lover of strange and random facts.
Timeline
Account Manager
ThinkBDW
11.2021 - Current
Customer Service Executive
Epicurium Ltd
06.2020 - 10.2021
Producer
Get Carter Productions
01.2020 - 03.2020
EMEA Account Manager
Instant Offices
01.2019 - 12.2019
Account Manager
The Studio Dubai
09.2016 - 11.2018
Account Executive
The Big Idea Advertising
04.2015 - 08.2016
Associate of Arts - Screen & Media
Royal Melbourne Institute of Technology (RMIT)
Foundation Degree in Arts - Media Studies
Royal Melbourne Institute of Technology (RMIT)
O-LEVELS EDEXCEL GCSE - History
St Mary's Catholic High School
Similar Profiles
Clark MeadowsClark Meadows
Account Manager at Redstone CapitalAccount Manager at Redstone Capital
Jesus Andres OrtizJesus Andres Ortiz
Account Manager at Draexlmaier AutomotiveAccount Manager at Draexlmaier Automotive
Ryan JohnstonRyan Johnston
Account Manager at T.O. Epps and AssociatesAccount Manager at T.O. Epps and Associates
Bonolo Valencia DipudiBonolo Valencia Dipudi
Account Manager at Chatscale AgencyAccount Manager at Chatscale Agency
Ronald TaylorRonald Taylor
Maintenance Supervisor at Trinity HealthMaintenance Supervisor at Trinity Health