Marc Shettleroe Jr
Los Angeles
Summary
Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in leading and motivating employees and fostering customer relationships.
Overview
15
15
years of professional experience
Work History
Account Manager
TapCheck
07.2021 - Current
- Directly share working templates and best practices towards promoting growth and increasing customer engagement amongst team to offer hands-on guidance, training, and ongoing support to foster a culture of continuous improvement and excellence
- Consistently surpassed quarterly goals and KPIs by 115% through proactive client engagement and strategic launch planning, driving service utilization and revenue growth
- Conducted weekly reviews with internal teams to identify and resolve potential blockers in the Onboarding roadmap, optimizing momentum and accelerating launch timelines
- Proficient in identifying strategic solutions and effectively communicating critical points to foster strong client relationships and enhance internal operations. Continuously improving customer service interactions to drive loyalty and increase service utilization
- Built and strengthened client relationships established on exceptional communication abilities tailored to each client's direct needs, resulting in a tactical and insightful approach that promoted higher downloads and registered users of the benefit promoting additional activity and revenue
Account Manager
Strand Industries, INC
09.2020 - 02.2021
- Proactively engaged with consumers through the Education and Sales process by understanding their goals in the hopes of discovering opportunities to enhance their customer experience journey, upsell additional products, and to create life-long relationships
- Pilot all new business relationships from beginning to end with a focus on being obsessed with the consumer which included using help/support tickets to document the positive and negative experiences which could be used to formulate a guide for moving forward. This also provided easy reference for new hires and fellow team members
- Strategized across multiple departments including with our consumers to formulate key performance indicators that were critical towards our success and consistently repeated this process to drive our customer base
- Highly experienced with leading a team through effectively communicating the company's mission, vision, and goals to all employees in a motivating and inspirational fashion that promotes engaging forward-thinking conversation
- Seasoned and proficient with many existing CRM's including Shopify, Amazon, Hubspot, RetailOps, ZoHo, Excel, and other internal systems with a giant thirst for soaking up new enhancing information
- Demonstrated passion for addressing customer service issues across multiple departments by reducing customer service complaints by 11% in an efficient and timely manner with the goal of always enhancing the customer's journey at every step
- Directly supervised the process of hiring new employees to the team including recruiting, hiring, and training along with tracking performance during a given time period while providing 1-1 coaching
- Previous work experience in a start-up environment where multiple hats are worn each day with the devotion of aligning our goals with the company's goals in a collaborative work environment to achieve success
Senior Account Manager
The Drip Club
06.2017 - 12.2019
- Managed client relationships and grew the business from $200k a month to $400k a month working with Distributors, Advertisers, and individual locations
- Collaborated across multiple departments including Sales, Product, and Marketing to achieve the best possible workflow and ensure a smooth and successful campaign launch
- Researched, analyzed, and monitored existing campaigns showing an initiative by consistently searching for ways to improve on the next campaign
- Continuously exceeded monthly Sales and Customer Service goals by showing ownership over the issue and working towards a solution
- Partner with retail and advertising buyers at adapting visual direction to the client's needs by offering data - driven insights that prove success and increase sales
- Led cross-functional teams to commercialize highly-profitable new products, generating $1.6 MM that differentiated the portfolio and drove traffic to retail stores
- Designed, created, and directed development and implementation of customer care processes, sales promotions, and customer service inquiries all while delivering premium customer satisfaction at every
step
Senior Sales Leader
Sears Appliances & Mattress
10.2014 - 05.2017
- Continuously exceeded monthly sales quota with an extra emphasis on upselling as well as providing excellent customer service to complete the shopping experience
- Achieved nearly 150% of monthly quota and grew sales to $215K within three months, earning the title as Top Sales Representative in overall metrics
- Responsible for taking store deposits, balancing cash logs, and lead associate responsible for store accounting issues
- Worked directly with local merchants to cross-sell multiple products and build lasting relationships
Office Coordinator
The Gates Salon & Spa
03.2013 - 10.2014
- Consistently received positive feedback from guests on performance reviews through efficiently coordinating appointments and upselling products
- Worked with the communications team to drive internal promotion of company programs and initiatives by utilizing social media to leverage our customer base
- Collaborated with developers, advertisers and production managers to market products and services catered to our specific customer database by utilizing social media to as our focal point
Personal & Business Banker
Wells Fargo Bank
09.2010 - 11.2012
- Assessed client's financial situations to develop strategic financial planning solutions for both personal and business clients
- Worked directly with the Operations Team to coordinate staffing, schedule conference calls, and arrange for off-sites to be held at various locations
- Worked with business partners to strengthen relationships between customers and the bank to ensure the greatest opportunities possible
Store Manager
AT&T
08.2009 - 08.2010
- Top Store Manager demonstrating excellent leadership and customer service skills in an effort to increase overall productivity
- Trained and mentored new sales representatives while taking on the Manager Role
- Resolved customer concerns promptly by using match-talk to properly understand the customer's needs
- Store Manager directly responsible for all banking aspects and the store's overall financial stability
Education
Completed 90 Units - Supply Chain M
California State University, Los Angeles
Los Angeles, CaliforniaBachelor of Science - Supply Chain Management
Los Angeles Pacific College
Los Angeles, CA03.2022
High School Diploma -
Franklin High School
Los Angeles, CA06.2007
Skills
- Leadership experience
- Creative and innovative
- Accounting operations professional
- Business operations management
- Story development and brand management
- Persuasive
- Sales strategies
- Social media engagement
Timeline
Account Manager
TapCheck
07.2021 - Current
Account Manager
Strand Industries, INC
09.2020 - 02.2021
Senior Account Manager
The Drip Club
06.2017 - 12.2019
Senior Sales Leader
Sears Appliances & Mattress
10.2014 - 05.2017
Office Coordinator
The Gates Salon & Spa
03.2013 - 10.2014
Personal & Business Banker
Wells Fargo Bank
09.2010 - 11.2012
Store Manager
AT&T
08.2009 - 08.2010
Completed 90 Units - Supply Chain M
California State University, Los Angeles
Bachelor of Science - Supply Chain Management
Los Angeles Pacific College
High School Diploma -
Franklin High School
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