Kendra Stelly
Boise,ID
Summary
Resourceful Account Manager with excellent client oversight, issue resolution, and relationship-building expertise. Maximized repeat business opportunities and utilized proven prospecting techniques to expand client base. High-level sales cycle knowledge and strong collaborative skills leading to optimum outcomes.
Overview
11
11
years of professional experience
Work History
Account Manager II
Paylocity
12.2022 - Current
- Assist HR employees with payroll processing and manage their HR needs, ensuring accurate and timely service.
- Provide training and support to clients, helping them navigate Paylocity's systems and tools.
- Resolve complex issues and escalations, maintaining high levels of customer satisfaction.
- Managed portfolio of client accounts, providing comprehensive payroll and HR support.
- Developed strong relationships with clients, understanding their needs and delivering tailored solutions.
- Achieved and exceeded performance targets, contributing to overall company success.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed 15 dedicated clients and helped with overflow calls.
- Effectively communicated with clients via email, phone calls, and chats.
Senior Account Expert
T-Mobile
04.2016 - 12.2022
- Provided exceptional customer service and support, handling a high volume of inquiries and resolving issues efficiently.
- Assisted in the onboarding of new team members, sharing expertise to support their professional growth.
- Provided exceptional customer service by proactively anticipating clients'' needs.
- Identified upselling opportunities with existing clients, promoting additional services and products.
- Conducted regular account reviews to ensure alignment with client goals and expectations.
- Maintained up-to-date knowledge of industry trends and competitor activities to inform account strategy development.
- Collaborated with cross-functional teams to deliver seamless service to clients.
- Coordinated with internal departments to expedite issue resolution for time-sensitive matters.
- Resolved complex account issues quickly and effectively, preserving client loyalty.
- Informed customers of promotions to increase sales productivity and volume.
- Achieved or exceeded company-defined sales quotas.
- Managed approximately 40+ incoming calls, emails and chats per day from customers.
Help Desk Agent
Connextions Loyalty
06.2013 - 04.2016
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Compiled and accurately entered data for each customer encounter to record in system.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Provided basic end-user troubleshooting and desktop support.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Reduced ticket resolution time with thorough troubleshooting and clear communication.
- Provided exceptional support by consistently meeting service level agreements and performance metrics.
- Organized trips for individual, family and business travelers.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Addressed unforeseen challenges during trips by coordinating alternative arrangements or providing support as needed.
- Increased repeat business by providing outstanding customer service and addressing client concerns promptly.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
- Communicated benefits and information regarding international travel insurance with clients and obtained best rates.
Education
Associate of Science - Medical Assisting
Carrington College
Boise, ID08.2013
Skills
- Customer Service Excellence: Proven ability to deliver high-quality service and support
- Account Management: Experienced in managing client accounts and providing tailored solutions
- Sales Performance: Consistently achieved top sales performance and added new services
- Technical Support: Skilled in resolving technical issues and providing training
- Communication: Strong verbal and written communication skills
- Problem-Solving: Proficient in identifying and resolving issues effectively
- Team Collaboration: Experienced in working collaboratively with team members and training new hires
- Schedule Management
- Employee Mentoring
- Account verification
- Complaint Management
- Microsoft office expertise
- Salesforce expertise
- Data Entry
- Call Center Operations
- Live chat support
Accomplishments
- Received Top performer for add a lines and customer satisfaction scores for the full year of 2022
Timeline
Account Manager II
Paylocity
12.2022 - Current
Senior Account Expert
T-Mobile
04.2016 - 12.2022
Help Desk Agent
Connextions Loyalty
06.2013 - 04.2016
Associate of Science - Medical Assisting
Carrington College
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