Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
Generic

KATHERINNE SOLIS RODRIGUEZ

Account Manager
Heredia

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. With expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.

Overview

5
5
years of professional experience
3
3
Languages

Work History

Account manager

Bill Gosling Outsourcing
06.2023 - 06.2025
  • Lead performance initiatives by setting clear KPIs and conducting frequent performance reviews
  • Analyze operational data to identify trends, uncover inefficiencies, and implement strategic improvements
  • Manage staffing according to resource plans, ensuring optimal team capacity and productivity
  • Advise on hiring, promotions, and disciplinary actions aligned with business goals
  • Maintain detailed documentation on employee performance, quality audits, attendance, and client metrics
  • Represent the organization in high-level client interactions with a focus on relationship management and service excellence
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Conducted regular account reviews to identify areas for improvement and ensure continued success.
  • Established clear communication channels between clients and internal teams, ensuring seamless project execution.
  • Improved overall team productivity by implementing best practices in organization and time management.
  • Assisted in the development of training materials for new hires, ensuring smooth onboarding process.
  • Coordinated with product development teams to relay client feedback, influencing future product enhancements.
  • Facilitated client meetings to gather feedback and adjust strategies accordingly, ensuring alignment with client objectives.

Team lead - operations

Bill Gosling Outsourcing
12.2021 - 06.2024
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
  • Coached team members in techniques necessary to complete job tasks.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
  • Assisted in recruitment to build team of top performers.
  • Conducted regular reviews of operations and identified areas for improvement.

Front Desk Lead

Marriott International
01.2020 - 12.2021
  • Support, training and supervised front office staff.
  • Ensured all customer-related tasks were handled accurately and on time to improve guests' experience.
  • Handled customer complaints and special requests.
  • Scheduled staff shifts and managed other HR-related tasks.
  • Maintained an orderly appearance throughout the reception area.
  • Prepared monthly management reports on customer feedback, bookings, and cancellations.
  • Handle new bookings, and room management.
  • Managed the departmental budget.
  • Enhanced guest satisfaction by efficiently managing front desk operations and addressing inquiries promptly.
  • Maintained accurate records of all transactions and facilitated prompt billing resolution when needed, ensuring financial accuracy and guest satisfaction.
  • Improved guest loyalty by proactively identifying opportunities for upselling additional services or amenities during the reservation process or at check-in/check-out stages.
  • Collaborated closely with other departments to provide seamless coordination for guest services such as transportation arrangements or special requests.
  • Trained new front desk staff members, fostering a team environment and ensuring consistent service quality for guests.
  • Maintained a high level of professionalism with guests, ensuring their needs were met in a timely manner.
  • Handled escalated customer concerns professionally, working towards satisfactory resolutions that maintained brand reputation.
  • Assisted management in implementing new front desk procedures to increase efficiency and improve guest experiences.

Education

High School Diploma -

Instituto Lapku
Heredia, Costa Rica
12-2013

Skills

Account management

Teamwork and collaboration

Account development

Customer service

Client relationship management

Data analytics

Documentation and reporting

Goals and performance

Vendor relations

Customer relationship management (CRM)

Lead generation

Team leadership

Time management

Performance management

Websites

Accomplishments

  • Enhanced Team Efficiency: Improved team productivity by 20% within first three months through strategic staffing adjustments.
  • Optimized Operations: Reduced operational inefficiencies by 30% through detailed data analysis and process optimization.
  • Boosted Client Satisfaction: Increased client satisfaction scores by 15% with improved relationship management techniques.

Timeline

Account manager

Bill Gosling Outsourcing
06.2023 - 06.2025

Team lead - operations

Bill Gosling Outsourcing
12.2021 - 06.2024

Front Desk Lead

Marriott International
01.2020 - 12.2021

High School Diploma -

Instituto Lapku

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KATHERINNE SOLIS RODRIGUEZAccount Manager