JOY SAMBO
Cambridge,ON
Summary
Results-oriented Account Representative with expertise in relationship management and strategic account reviews. Delivered high customer satisfaction and retention through effective product adoption initiatives. Strengths include project oversight and fostering long-term partnerships to enhance dealership performance.
Overview
1
1
Certification
27
27
years of professional experience
Work History
Account Representative
PBS Systems
10.2023 - Current
- Manage a high-volume portfolio of up to 300 dealership accounts serving as Account Representative and strategic business advisor.
- Consistently exceeded performance expectations by maintaining exceptional customer satisfaction, strengthening client relationships, and driving long-term account retention.
- Build trusted relationships with dealership owners, general managers, department managers, and key decision-makers, becoming the primary point of contact
- Built trusted relationships with dealership owners, general managers, department managers, and key decision-makers, serving as primary point of contact.
- Manage contract renewals, account expansions, and solution recommendations by aligning products and services with dealership business objectives.
- Managed contract renewals and account expansions, aligning product solutions with dealership business objectives to enhance customer satisfaction.
- Lead customer transition meetings following software implementation, ensuring successful onboarding and long-term customer success.
- Maintain detailed customer records, account strategies, risks, opportunities, and action plans within HubSpot, ensuring accurate pipeline management and proactive follow-up.
- Contributed to revenue growth by identifying expansion opportunities within existing accounts and recommending solutions that added customer value.
Dealer Engagement Specialist
PBS Systems
09.2020 - 09.2023
- Collaborated with PBS departments to assist dealerships with challenges, cultivating relationships that facilitated adoption of new processes through phone engagement and dealer visits.
- Enhanced product engagement by hosting Sales quarterly webinars and facilitating frequent workshops within North America.
- Collaborated with other PBS departments to assist dealerships with distinctive challenges, ultimately cultivating relationships to allow for easier adoption of new processes through phone engagement and dealer visits.
- Developed strategies promoting PBS features by curating video initiatives for Marketing Department, increasing product awareness among PBS customers.
- Hosted Sales quarterly webinars and facilitated workshops across North America, improving product engagement among dealers.
Business Systems Specialist
Dealer Information Systems
07.1999 - 09.2020
- Supported 200+ dealers across Canada by accurately recording and escalating client concerns within the DMS Suite.
- Trained dealers via phone and on-site support, offering software utilization recommendations while managing software deployments and updates for clients and stakeholders.
- Generated both internal and external software documentation pertaining to software releases, encompassing new and existing features.
- Diagnosed IT concerns with servers, managed backup hardware, and updated as well as programmed Sales Dealer Forms for DIS customer base.
- Coached and trained Junior Business System Specialists to enhance their skills within the department and software.
Education
Diploma - Computer Studies
Keyin Tech
02-1995
Skills
- Collaborative solutions
- Team collaboration
- Project oversight
- Account management
- Customer communication
- Dynamic teamwork
- Collaborative solutions orientation
Certification
- PBS Service Certification – PBS Systems July 2023
- Certificate, Project Management – LinkedIn Learning December 2022
- PBS Accounting Certification – PBS Systems March 2021
- PBS Sales Certification – PBS Systems February 2020
Timeline
Account Representative
PBS Systems
10.2023 - Current
Dealer Engagement Specialist
PBS Systems
09.2020 - 09.2023
Business Systems Specialist
Dealer Information Systems
07.1999 - 09.2020
Diploma - Computer Studies
Keyin Tech