Summary
Overview
Work History
Skills
Certification
Timeline
Generic

Chloe Thomson

Gladesville,NSW

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 customer relationship management. Successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

6
6
years of professional experience
1
1
Certification

Work History

State Account Manager

Nespresso Professional
06.2023 - Current
  • Built diverse and consistent sales portfolio consisting of over 150 accounts whilst gaining and closing new lead.
  • Met with customers to discuss and ascertain needs, tailor solutions and close deals.
  • Developed and implemented strategies to increase client retention.
  • Negotiated prices for products and freights to reduce cost of acquisition by achieving lower price.
  • Attended monthly sales meetings and quarterly sales trainings.
  • Informed customers of promotions to increase sales productivity and volume.
  • Educated clients on new products or services to increase customer engagement with brand.
  • Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
  • Met existing customers to review current services and expand sales opportunities.
  • Identified new business opportunities through networking, marketing and prospective database leads.
  • Set and achieved company defined sales goals.
  • Coordinated with internal teams to facilitate prompt delivery of client projects.
  • Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
  • Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.

Account Manager, Inside Sales

Nespresso Professional
08.2021 - 05.2023
  • Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
  • Consistently maintained high levels of client satisfaction through proactive communication and prompt problem resolution.
  • Liaised with clients via email or phone to identify and address needs, growing existing accounts through cross-selling.
  • Prepared pricing strategies for current customers to enhance sales and increase profitability.
  • Consistently met or exceeded quarterly sales targets by diligently monitoring progress toward goals.
  • Attended meeting and sales events to learn latest developments and brainstorm new sales strategies.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
  • Utilized data and analytics to identify target markets and understand customer needs.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
  • Nurtured long-term customer relationships through regular check-ins, keeping them informed of relevant updates and promotions.
  • Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
  • Developed, maintained and utilized diverse client base.
  • Developed comprehensive training materials for new hires, enabling faster onboarding times without sacrificing quality education on products or processes.
  • Managed over 300 accounts with active collaboration of 220 weekly.
  • Met existing customers to review current services and expand sales opportunities.
  • Increased sales revenue by building strong relationships with clients and providing insightful product recommendations.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
  • Conducted weekly review meetings with fellow Inside Sales Representatives to share insights and collaborate on strategies for improvement.
  • Built diverse and consistent sales portfolio.
  • Mentored junior team members, providing valuable guidance on best practices for successful inside sales tactics.

Quality Assurance Specialist

Nespresso
12.2020 - 06.2021
  • Addressed non-conformance issues, pausing production to correct errors.
  • Streamlined the documentation process, ensuring adherence to industry standards and regulatory requirements.
  • Managed multiple teams of 30 throughout COVID lockdowns to provide support and training.
  • Liaised with vendors and end-users to uncover system optimization opportunities.
  • Liaised with vendors and end-users to uncover system optimization opportunities.
  • Reviewed and validated quality requirements for manufacturing planning, supplier purchase orders, and engineering specifications to meet contract compliance regulations.
  • Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
  • Improved product quality by implementing rigorous testing procedures and identifying areas for improvement.
  • Reported problems and concerns to management.
  • Created and collaborated in implementation and maintenance of customer complaint log.
  • Implemented process improvements to increase productivity in quality assurance operations.
  • Performed risk assessments on potential new projects, helping management make informed decisions about resource allocation and project priorities.
  • Ensured product compliance with industry regulations by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance.
  • Collaborated with cross-functional teams to develop robust quality assurance strategies for new products.
  • Mentored junior QA specialists, fostering a culture of continuous learning and professional growth.
  • Promoted a culture of continuous improvement within the organization by leading training sessions on various aspects of quality control methodologies.

Business to Business Coffee Specialist

Nespresso Head Office
02.2018 - 12.2020
  • Repaired minor issues and maintained espresso equipment and coffee machines for smooth functioning.
  • Conducted regular equipment maintenance checks, minimizing downtime and preserving product quality.
  • Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Educated customers on company systems, form completion, and access to services.
  • Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Responded to customer calls and emails to answer questions about products and services.
  • Processed debit and credit card and electronic check payments.
  • Managed high volume of calls & emails (150-250) daily, maintaining composure under pressure while providing exceptional service.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Collaborated with shipping team to track shipments, verify orders and handle product returns.
  • Championed process improvement initiatives within the team, leading to increased efficiency and productivity levels for all agents involved.
  • Excellent communication skills, both verbal and written.

Skills

    • Team Training
    • Revenue Generation
    • Processing payments
    • Client Relationship Building & Management
    • Teamwork and Collaboration
    • Customer Satisfaction
      • Customer Service
      • Client acquisition
      • Lead prospecting
      • Cross-Functional Collaboration
      • Brand Management

Certification

Murcotts Level 1 Defensive Driving Program | January 2024

Scotwork Virtual Advancing Negotiation Skills Course | February 2022


Timeline

State Account Manager

Nespresso Professional
06.2023 - Current

Account Manager, Inside Sales

Nespresso Professional
08.2021 - 05.2023

Quality Assurance Specialist

Nespresso
12.2020 - 06.2021

Business to Business Coffee Specialist

Nespresso Head Office
02.2018 - 12.2020

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Chloe Thomson