David Garcia Serrano
Azcapotzalco, CDMX,
Summary
Results-driven Senior Account Manager with a Bachelor of Science in Industrial Engineering and over 6 years of experience in client relationship management, customer retention, and collections management. Proven track record in leading teams to achieve performance targets, manage escalations across multiple channels, and drive growth through cross-selling and upselling strategies. Adept at overseeing complex projects, resolving technical and operational challenges, and managing contracts to ensure customer satisfaction and loyalty. Strong leadership abilities, with a focus on continuous improvement, process optimization, and cultivating long-term client relationships. Seeking to leverage expertise in account management, customer success, and team leadership to contribute to organizational success.
Overview
7
7
years of professional experience
Work History
Sr. Account Manager
Go Zoek
Remote
01.2021 - 08.2024
- Supervise and Coordinate: Lead Project Managers to ensure projects are executed efficiently, meeting deadlines, and adhering to quality standards.
- Performance Management: Oversee teams to ensure achievement of monthly target goals, while fostering a culture of accountability and continuous improvement.
- Client Relationship Management: Build, cultivate, and manage relationships with escalated clients, ensuring their needs are addressed and satisfaction is maintained.
- Escalation Handling: Manage and resolve escalations across multiple channels, including email, tickets, and phone calls, ensuring swift and effective resolution of customer issues.
- Retention and Growth: Drive retention efforts by meeting retention targets, identifying cross-selling and upselling opportunities, and generating qualified leads to support business growth.
- Problem Solving: Proactively identify and resolve technical and operational issues, ensuring smooth workflows and minimizing disruptions.
- Contract Management: Explain contract terms, manage contract renewals, and handle contract re-negotiations to ensure mutually beneficial agreements.
- Soft Collections: Perform light collections duties when necessary, maintaining positive client relationships while addressing outstanding payments.
Retention & Collections Manager
At&t
Naucalpan, EDOMEX
11.2017 - 01.2021
- Customer Retention: Lead efforts to retain all customers, ensuring long-term satisfaction and loyalty.
- Escalation Management: Handle and resolve escalated customer issues, providing solutions that maintain positive relationships.
- Collections Management: Oversee soft collections, with the ability to manage more challenging collections when necessary, ensuring accounts are current and payments are received.
- Sales Optimization: Ensure that the team consistently engages in upselling and cross-selling during each customer interaction, maximizing revenue opportunities.
- Team Leadership: Conduct weekly team meetings and one-on-one sessions to provide guidance, feedback, and support, driving continuous improvement and performance.
Education
Bachelor of Science - Industrial Engineering
Universidad Rafael Landivar
Guatemala City10-2021
Skills
- Project Management
- Account Management
- Team Leadership
- Performance Management
- Client Relationship Management
- Escalation Handling
- Customer Retention
- Collections Management (Soft and Hard)
- Upselling and Cross-selling
- Problem Solving
- Contract Management
- Sales Optimization
- Communication Skills
- Process Improvement
- Customer Satisfaction
Languages
Spanish
First Language
English
Proficient (C2)
C2
Timeline
Sr. Account Manager
Go Zoek
01.2021 - 08.2024
Retention & Collections Manager
At&t
11.2017 - 01.2021
Bachelor of Science - Industrial Engineering
Universidad Rafael Landivar
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