Holly Beth Vitello
Winston-Salem
Summary
Experienced professional with strong background in client relationship building and account management, ready to bring expertise to new challenge. Known for adaptability and problem solving skills. Proven expertise in establishing client trust, effectively growing accounts and tracking client health. Focused on fostering team collaboration to meet client's evolving needs and develop strategic roadmap .
Overview
10
10
years of professional experience
Work History
Manager of Client Operations
Dynamic Quest
09.2024 - Current
- Promoted 9/2024.
- Managed, mentored team of Account Operations Managers fostering a culture of knowledge sharing an professional development.
- Composed, updated and maintained standard operating procedure documentation including daily, weekly and monthly tasks.
- Oversaw client satisfaction metrics, specifically measured through client surveys completed at the closure of service tickets.
- Fostered collaboration and teamwork among operations team and all other departments.
- Coordinated internal resources to ensure timely resolution of client issues or concerns, consistently exceeding customer expectations.
- Validated adherence to SLAs for service tickets, monitoring progress and ensuring timely resolution.
- Implemented strategies to improve ticket management
- Assured invoice accuracy by monitoring billing activities and addressing discrepancies
- Reviewed credit requests and coached team on how to reduce those submissions
- Encouraged collaboration and support for the CSMs and Solutions Architects by suggesting ways to foster the relationship
- Demonstrated process to review contracts to ensure all services are being delivered
- Presented real life examples to the team to create discussion on how to resolve the problem
- Oversaw client satisfaction metrics, specifically measured through client surveys completed at the closure of service tickets
- Work with team to address any issues, take corrective action as needed
- Evaluated team’s ability to review and interpret reports to accurately convey information to the client or bring an issue to their attention
- Empowered team to take ownership and be zealous advocates for their clients
Client Success Manager (CSM) Team Lead
Dynamic Quest
02.2024 - 09.2024
- Promoted 2/2024.
- Facilitated regular business reviews to understand client’s business objectives, offering recommendations to establish strategic roadmap and account growth.
- Collaborated with cross-functional teams to design and implement innovative solutions tailored to specific customer needs.
- Boosted customer satisfaction by maintaining open communication channels and proactive account management.
- Analyzed client data related to SLA, customer service scores as well as environmental reporting in an effort to track client health.
- Championed process improvements within the organization by sharing feedback gathered from customers, leading to more efficient operations overall.
- Identified/closed renewal and upsell opportunities, maximizing revenue generation from existing accounts.
- Established lasting relationships with clients by consistently exceeding expectations and displaying genuine empathy for their challenges.
- Assisted clients with onboarding and product setup to foster successful adoption and usage.
- Consulted with project management team to ensure timely delivery of project and implementation of all services.
- Enlisted the help of management as needed to prevent client churn.
- Demonstrated strong grasp of services and products sold by Dynamic Quest.
- Informed offboarding clients of contract end dates and negotiated buy out terms if applicable.
- Proactively supported clients requiring urgent assistance and collaborated with internal teams to escalate issues effectively.
Account Manager Team Lead
Dynamic Quest
10.2020 - 02.2024
- Promoted 10/2020.
- Continued established relationships with assigned clients.
- Balanced AM duties with Lead responsibilities.
- Led, mentored and developed team of account managers.
- Tracked and analyzed team performance metrics.
- Daily/during one on ones provided feedback and guidance to ensure continuous improvement.
- Aided team on daily basis with questions on how to manage clients or clarify processes.
- Demonstrated extensive knowledge on internal operations, client relations and became a “go to” resource.
- Selected to be a member of Employee Advisory Team.
- Awarded Employee of the Year 2023.
Account Manager
Dynamic Quest
01.2018 - 10.2020
- Company Overview: Managed Services Provider (MSP); providing IT and professional services including proactive environment maintenance, security solutions, networking and platform engineering to wide range of businesses throughout the Southeast.
- Retained to maintain and enhance the relationship between Dynamic Quest and its clients.
- Charged with managing 45-50 clients of varying sizes, industries and revenue.
- Identified client needs and requirements through regular communication and meetings.
- Developed opportunities for new services and revenue uplift, supported the sales team in closing deals.
- Addressed aging credit balances/billing disputes quickly and efficiently.
- Negotiated contract disputes.
- Routed all help desk requests promptly for processing and scheduling.
- Responded to customer service concerns or low satisfaction scores swiftly.
- Monitored progress of service requests and tickets to ensure speedy resolution.
- Mobilized necessary resources if situation required escalation.
- Recommended hardware including laptops/desktops and created sales quotes.
- Searched knowledge base regularly to uncover opportunities to renew hardware warranties or support.
- Reviewed service invoicing for assigned clients ensured activities are billed to appropriate contract.
- Conducted "True Up" to ensure all services and managed devices were accounted for and being billed.
- Liaised with vendors to obtain pricing or information critical to assist clients and/or internal technical resources.
- Maintained high level of performance despite frequent organizational and job responsibility changes.
- Participated in internal and external conference calls regarding all aspects of project(s).
- Collaborated with technicians to relay technical details to clients for budgeting and planning purposes.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Investigated technical or operational issues uncovered while reviewing tickets, maintenance activities.
- Assigned “at risk” clients to identify issues, rectify and repair relationship.
- Collected technical information and updated internal knowledge base.
- Cultivated strong relationships within all internal departments.
- Fostered detailed understanding of product offerings, enabling effective communication of features and benefits to clients.
Account Manager
Accelerando, Inc.
01.2015 - 01.2018
- Company Overview: Technology Consulting and Gold Level NCR CounterPoint Partner; specializing in retail, hospital gift shops and attractions
- Hired to perform general customer service functions; Awarded additional responsibilities including project management, developing sales opportunities, handling billing disputes, collections, processing help desk requests and purchasing
- Monitored list of100+ clients
- Contacted client’s daily/weekly/monthly to uncover service needs, sales opportunities and conduct project follow up
- Presented and explained company contracting options to clients in effort to encourage engagement and generate yearly recurring revenue
- Created sales by selling extended hardware warranties and software renewals
- Handled procurement of hardware/software for company projects
- Researched item numbers and pricing for co-workers for hardware/software quotes
- Ordered supply materials (receipt paper, labels) for clients upon request
- Oversaw rental inventory scanner program including pricing, collection of agreements, invoicing and scheduling of services
- Initiated vendor RMA process for any defective or malfunctioning hardware/software on client behalf
- Undertook service invoicing for entire organization
- Aided with onboarding of new clients
- Communicated with resellers for information related to shipping dates, fulfillment and pricing
- Researched payment/purchasing history for co-workers in preparation for client presentations and sales meetings
- Prepared company owned demo equipment for trade shows
- Assisted with assembling of Request for Proposal (RFP) for prospective clients
- Acted as company notary public
- Utilized Microsoft CRM, OneNote, SharePoint and Great Plains software daily
Education
Masters of Business Administration (MBA) -
University of Phoenix
01.2002
Bachelor of Arts (BA) - undefined
University of Arizona
01.1993
Skills
- Teamwork and collaboration
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Excellent communication
- Active listening
- Adaptability and flexibility
- Relationship building
- Conflict resolution
- Data analysis
- Sales tracking
- Strategic planning and execution
Timeline
Manager of Client Operations
Dynamic Quest
09.2024 - Current
Client Success Manager (CSM) Team Lead
Dynamic Quest
02.2024 - 09.2024
Account Manager Team Lead
Dynamic Quest
10.2020 - 02.2024
Account Manager
Dynamic Quest
01.2018 - 10.2020
Account Manager
Accelerando, Inc.
01.2015 - 01.2018
Bachelor of Arts (BA) - undefined
University of Arizona
Masters of Business Administration (MBA) -
University of Phoenix
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