Anette Gharzouzi

• Premier management of accounts from onboarding through all stages of implementation.

• Engage with customers and top stakeholders to ensure a customized customer experience, reach business goals, and set clear expectations, while ensuring that customer satisfaction and optimal service are provided.

• Customized reporting and metrics designs based on the client's requirements.

• Identified various new lines of business to upsell and cross-sell.

• Ensured revenue generation with both existing and new customers.

• Presented customized packages within all faucets of the account throughout service to invoicing and when required, mapping out the workflows, presenting the clients with services we can offer and ways to customize them to meet their needs and reporting requirements.

• Administered vendor contracts and ensured contractual obligations were met.

• Coordinated with vendors to ensure timely payment of invoices and built strong partnerships with preferred vendors.

• Built strong client relationships through service execution, validation and good response times.

• Collaborated with internal stakeholders on special projects involving budgetary issues.

• Liaise with team members to provide optimal service to top-tier clients (dispatch, marketing, sales, etc.).

• Meet with clients to present developments within the account and/or address and troubleshoot concerns to ensure the strong relationships remain upheld.

• Ensure jobs are operating environmentally responsible and safe by reviewing requirements for both parties and collecting all documentation and certifications as required.

• Overseeing large projects from onset to completion and reviewing all backups prior to invoicing, ensuring proper implementation. • Successfully ensuring the retention of top tier accounts while increasing revenue.

• Providing communication in times of change when onboarding large accounts with various locations, staff, lines of business etc.

• Ensuring the transition is as seamless as possible from existing providers.

• Managed customer billing inquiries, disputes, and adjustments in a timely manner.

• Acted as the first point of contact for customer requests for products and services information, as well as general inquires.

• Leveraged established procedures to support the resolution of problems raised by customers.

• Effectively upsold and cross sold where opportunities arose.

• Collaborated with management and the sales team to develop improvements to an incentive program, where recommendations I provided led to changes in program roll out.

• Maintained up-to-date knowledge of product and service changes.

• Effectively communicated with customers about account changes, new products or services and potential upgrades.

• Troubleshoot and problem solve all customer inquiries and issues in timely manner and implement next steps for resolution.

• Cultivated relationships within the community through a commitment to customer satisfaction and strong client relationships.

• Contributed to business priorities by developing a highly profitable pipeline using multiple sales techniques.

• Transformed client experience by soliciting feedback and introducing new services when gaps were identified.

• Successfully implemented the changeover of several accounts switching from a paper based documentation required database to paperless, ensuring customers concerns and questions were answered along the way, providing assistance to those hesitant to make the necessary changes.

• Educated customers about billing, payment processing and support policies and procedures, which strengthen customer loyalty through positive experience.

Executed our client retention strategy by retaining key client's yearly scheduled service(s) by ensuring the setup function for the job did not disrupt their day-to-day business.

• Served as the first point of contact for lead generation, RFQ's, sales, onboarding, and customer service, ensuring a positive customer experience throughout every process.
• Created a training manual for internal use to leverage the best practices I developed.
• Used established procedures to manage the workflow between staff, coordinating documents, planning and creative material distribution.
• Developed and implemented value-added strategies to increase profitability and cement customer relationships.
• Planned and coordinated logistics and shipment of materials for attendees of trade shows as well as assisted in setting up trade shows with promotional materials.
• Developed relationships with related professionals to open business opportunities.
• Deepened client relationships to enhance collaboration and maintained responsiveness to changing strategies and market landscapes.
• Advanced business priorities through the development of short term and long term sales objectives and strategic plans.
• Successfully onboarded new customers efficiently by developing database listings, identifying leads.
• Created various other SOP's required for training and processes.
• Solicited feedback from clients to assess event success and uncover opportunities for improvement.

• Supported the learning education curriculum by assisting with course submissions.
• Reviewed course submissions to ensure fit with the curriculum and program goals.
• Assisted with the coordination of logistics for conference education courses.
• Researched best practices regarding online social learning for I&IT learning strategy.