Stacy Franey
Louisville
Summary
Experienced with customer relationship management, ensuring client needs are met efficiently. Utilizes strategic thinking and problem-solving to address client concerns and improve service delivery. Track record of excellent communication and interpersonal skills to maintain client satisfaction and loyalty.
Overview
17
17
years of professional experience
Work History
Account Support Supervisor
Crosley Brands dba Modern Marketing Concepts
07.2019 - Current
- Supervise a team of 5 account support specialists, providing guidance, training, and performance evaluations to ensure high levels of client satisfaction
- Manage daily operations, ensuring that all client inquiries, issues, and escalations are handled efficiently and in accordance with SLAs
- Develop and implement process improvements that enhanced team productivity
- Collaborate with the sales, product, and operations teams to align support services with business objectives and client needs
- Conduct yearly performance reviews, set goals, and provide coaching to team members, fostering a culture of continuous learning and professional development
- Analyze support data to identify trends, address root causes of recurring issues, and implement corrective actions, resulting in a reduction in customer complaints
- Lead client meetings to review service delivery performance, discuss ongoing projects, and strengthen client relationships
Senior Account Support Specialist
Crosley Brands dba Modern Marketing Concepts
07.2014 - 07.2019
- Served as the primary point of contact for key B2B clients, managing their accounts and ensuring their satisfaction with services provided
- Resolved complex client issues by coordinating with various departments, ensuring timely and effective solutions
- Trained and mentored junior account support specialists, helping them develop the skills necessary for success in their roles
- Participated in the development of training materials and SOPs to standardize best practices across the team
- Maintained detailed records of client interactions and service issues in the CRM system, ensuring accuracy and completeness
Account Support Specialist
Crosley Brands dba Modern Marketing Concepts
07.2008 - 07.2014
- Provided front-line support to B2B clients, addressing their inquiries, resolving issues, and ensuring a positive customer experience
- Assisted in the onboarding of new clients, ensuring they understood the services provided and how to access support
- Coordinated with internal teams to facilitate the resolution of client issues, ensuring minimal disruption to their business operations
- Contributed to the development of a knowledge base, improving the efficiency and consistency of the support team’s responses
Education
Bachelor of Science - Apparel Design and Merchandising
Eastern Kentucky University
Richmond, KY12-2005
Skills
- Client Relationship Management
- Team Leadership & Development
- Conflict Resolution
- Process Improvement
- SLA Management
- Data Analysis & Reporting
- Cross-functional Collaboration
- EDI Software: SPS Commerce
- ERP Software: Oracle JD Edwards
- Microsoft Office Suite: Word, Excel, Outlook, PowerPoint
- Multitasking Abilities
- Problem-solving
- Teamwork and collaboration
- Customer relationship management
- Reliability
Timeline
Account Support Supervisor
Crosley Brands dba Modern Marketing Concepts
07.2019 - Current
Senior Account Support Specialist
Crosley Brands dba Modern Marketing Concepts
07.2014 - 07.2019
Account Support Specialist
Crosley Brands dba Modern Marketing Concepts
07.2008 - 07.2014
Bachelor of Science - Apparel Design and Merchandising
Eastern Kentucky University
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