Shelitta Inge
Greensboro
Summary
Results-driven Senior Account Manager with a proven track record of building and maintaining strategic client relationships across diverse industries. Skilled in driving revenue growth, managing complex accounts, and delivering tailored solutions that meet evolving customer needs. Adept at leading cross-functional teams, negotiating contracts, and leveraging data insights to improve client satisfaction and operational performance. Proven ability to identify new business opportunities, execute account strategies, and foster long-term partnerships that support company goals and market expansion.
Overview
24
24
years of professional experience
Work History
Senior Key Account Manager
GXO Logistics
08.2023 - 06.2025
- Manage strategic relationships with key clients across Food & Beverage, Consumer Goods, Chemical, Industrial, and Automotive sectors, serving as the primary point of contact to ensure operational alignment and long-term satisfaction
- Establish strategic direction for account penetration and growth, developing and executing tailored plans to drive revenue, efficiency, and value
- Conduct Quarterly Business Reviews (QBRs) to assess performance, resolve issues, strengthen collaboration, and identify expansion opportunities
- Cultivate new business opportunities with existing clients to diversify services and deepen partnerships
- Utilize Voice of Customer (VoC) methodology to enhance the customer experience and drive continuous improvement across touchpoints
- Maintain accountability for account growth while ensuring GXO consistently meets or exceeds SLAs and client expectations
- Provide leadership in project management, process improvement, quality initiatives, RFP responses, and Statements of Work (SOW) development
- Partner with cross-functional teams—Sales, IT, Procurement, Solutions, Engineering, Warehousing, Transportation, Real Estate—to support solution design, commercial execution, and operational delivery
- Drive strategic responses to RFPs/RFQs, from scope discovery to implementation, ensuring alignment with customer goals and GXO capabilities
- Monitor key performance metrics (KPIs, SLAs) and lead continuous improvement efforts to optimize service levels and client satisfaction
- Lead onboarding and solution implementation for new and expanding accounts, ensuring a seamless transition and operational readiness
- Stay informed on customer strategies, industry trends, and supply chain innovations, sharing insights with internal stakeholders to support proactive account management
- Build and manage internal and external relationships to support long-term growth and collaborative initiatives
Account Manager-Analyst
CVS Health
01.2022 - 08.2023
- Responsible for maintaining day to day business relationship with key internal and client personnel and understanding their objectives.
- Facilitate delivery, interpretation and presentation of financial and client reports.
- Oversee the coordination and completion of assigned client base audit activities.
- Create agendas, schedule and facilitate internal and external meetings with parties as appropriate.
- Work closely with internal and external teams to proactively identify actual and potential problems.
- Manage the resolution status of routine to complex requests related to our clients' benefit plans, setting up new plans, optimizing plan changes, analyzing complex problems, identifying root causes and assisting with driving practical and creative solutions.
- Perform other projects, work and activities as assigned to ensure continuous service to our internal and external customers.
- Develops and executes customer service strategy: Meets with customers at least quarterly to discuss service levels and expectations, share process improvements, discuss operation of benefits plans, identify gaps in service levels, determine root causes and develop solutions.
- Identifies customer specific service issues, identifies solutions and leads resolution of issues working with other areas to implement.
- Demonstrate a high level of quality in client service through the execution of accuracy, responsiveness, reliability and professionalism on every interaction.
- Collaborates with account management team to achieve growth/renewal objectives; assists in preparation and delivery of renewal packages.
- Manages open enrollment activities.
Lead Operations Representative
Bank of America
09.2020 - 06.2021
- Coordinated with internal partners to identify and remediate credit reporting issues related to process breaks, business enhancements and technology gaps.
- Reviewed, investigated, and responded to customer related credit disputes in accordance with FCRA regulations.
- Guided less experienced team members while demonstrating leadership qualities.
- Ensured Credit data is correctly captured and reflected on the bank's systems and generating internal MIS.
- Provided appropriate support to Credit Managers as and when needed on various client portfolios.
- Responsible for processing and reviewing day-to-day transactions for all support operations functions as required.
Collections Manager
R E Carroll Management Company
05.2014 - 07.2020
- Managed all collections for 40+ Multi Family communities.
- Responsible for processing evictions and calling the weekly call list of move outs with balances due.
- Responsible for RE Carroll portfolio of accounts from time of move outs until the receivable is turned over to 3rd party collections.
- Created policies/procedures for Collections department for 40+ Multi Family Home Communities.
- Approved settlements and payment arrangements.
- Resolved complaints and disputes in a timely manner.
- Prepare and process eviction fillings for properties located in the Triad.
- Obtain weekly Accounts Receivable report from Yardi of all Move Outs.
- Organized list according to severity of delinquency.
- Locate contact information for former residents.
- Developed systematic approach for account reviews and follow up calls.
- Follow all federal and state laws dealing with debt collection FCRA.
- Completed various assignments/projects requested by Controller, Senior VP or CFO.
- Reviewed Resident ledgers for accuracy.
- Assisted management team with billing issues.
- Manually assigned delinquent accounts with 3rd party collections agency.
- Post charges against guests' or patients' accounts.
- Resolve customer complaints or answer customers' questions regarding policies and procedures.
- Receive payment by cash, check, credit cards, vouchers, or automatic debits.
Officer, Quality Analyst/Case Management Analyst
Bank of America
03.2011 - 11.2013
- Responsible for Compensatory Fee Review to identify controllable and non-controllable delays.
- Provide analytical support and research to identify controllable and non-controllable delays within the compensatory fees project.
- Quality Analyst responsibilities included but not limited to evaluating the quality of the inbound/ and or outbound telephone calls of Customer Relationship Managers.
- Performed accurate documentation of all quality issues and performance metrics for senior management to review.
- Provided all necessary information to assist in the feedback and formal education process of associates within the Line of Business.
- Reviewed files for accuracy to prepare for underwriting of FHA and Fannie Mae loan modifications.
- Perform Quality audits of a group of 500 plus associates to ensure quality/accuracy.
- Provide assistance and immediate need to meet intense deadlines.
- Review Deliverables, Delays, and Milestones within project to identify deficiency/Creative ways to improve Efficiency/Quality amongst associate understanding.
- Design and implement process improvements that will lead to increased consistency, accuracy, and efficiency.
- Review regulations and project procedures to identify controllable and non-controllable delays.
- Own the facilitation of document management and process management in the various systems for the LOB; while also exceeding expectations to research new unfound ways to improve processes.
- Identify/Outline Loss Mitigation Delays.
- Monitored Inbound/Outbound phone calls of associates to improve quality.
- Assisted in building ground up project with OCC and Federal Reserve addressing compensatory fee reviews.
- Review/complete Quality Audit Checklist to ensure Modification Documents uploaded and accurately completed.
Sr. Account Manager, Internal Recovery
Bank of America
08.2006 - 03.2011
- Directly involved in project planning, targeting impacts and issues with HELOC loans, follow-through, implementation training, and problem resolution.
- Negotiate Settlements, Short Sales, and/or Deed in Lieu in order to resolve charged-off debts.
- Additional responsibilities include vendor management of attorneys hired to research senior lien updates.
- Consistently exceeded both team and individual goals each month.
- Volunteered to assist teammates with system issues & accounts while exceeding performance goals.
- Managed a portfolio of $12 million dollars.
- Selected to be a member of Recovery R&R Team.
Loss Control Specialist
Citi Cards/Sear Credit
09.2001 - 08.2006
- Directly involved in recovering losses for the bank in regards to lines of credit.
- Worked directly with borrowers as well as authorized third parties in creating feasible solutions to satisfy their debts, while sustaining a valued relationship with the bank.
- Exceeded goals each month in the department.
- Able to prioritize and distribute daily work to meet deadline and goals.
- Conducted Clean desk audits.
- Increased company revenue by developing a consistent talk off for teammates in an outbound call environment.
- Received certificate of achievement for outstanding Customer Service, Quality, and Collection Skills.
Education
High School Diploma -
Laurel Park High School
Martinsville, VA06.2001
Skills
- Communication Skills
- Leadership & Team Management
- Problem Solving & Critical Thinking
- Project Management
- Time Management & Prioritization
- Adaptability & Flexibility
- Technical Proficiency
- Customer Relationship Management
- Data Analysis & Reporting
- Strategic Planning
- Negotiation Skills
- Collaboration & Teamwork
Timeline
Senior Key Account Manager
GXO Logistics
08.2023 - 06.2025
Account Manager-Analyst
CVS Health
01.2022 - 08.2023
Lead Operations Representative
Bank of America
09.2020 - 06.2021
Collections Manager
R E Carroll Management Company
05.2014 - 07.2020
Officer, Quality Analyst/Case Management Analyst
Bank of America
03.2011 - 11.2013
Sr. Account Manager, Internal Recovery
Bank of America
08.2006 - 03.2011
Loss Control Specialist
Citi Cards/Sear Credit
09.2001 - 08.2006
High School Diploma -
Laurel Park High School
Similar Profiles
Martin StewartMartin Stewart
Health & Safety and Facilities Manager at GXO Logistics (previously Clipper Logistics)Health & Safety and Facilities Manager at GXO Logistics (previously Clipper Logistics)
Alondra CruzAlondra Cruz
Material Handler at XPO Logistics, Gxo LogisticsMaterial Handler at XPO Logistics, Gxo Logistics
BILL CASEYBILL CASEY
Material Handler/Trainer at Hilco Vision, Belflex Staffing, ZF steering, Bosch Automotive, Pepsico, The Job Center, DHL, Westrock, Novolex Duro Bag, Prologistix, GXO Logistics, Perfetti VanMelle, Jabil, Crane WorldWide LogisticsMaterial Handler/Trainer at Hilco Vision, Belflex Staffing, ZF steering, Bosch Automotive, Pepsico, The Job Center, DHL, Westrock, Novolex Duro Bag, Prologistix, GXO Logistics, Perfetti VanMelle, Jabil, Crane WorldWide Logistics
Leslie GriffithLeslie Griffith
Warehouse Lead at GXO Logistics (Formerly XPO Logistics)Warehouse Lead at GXO Logistics (Formerly XPO Logistics)
Javonnie ReyesJavonnie Reyes
Retail Banker at Woodforest BankRetail Banker at Woodforest Bank