Account Service Manager
Spencer Technologies, Inc
As a result of previously outlined consultant assignment with Rite Aid Corporation, accepted an employment offer from Spencer Technologies as their dedicated Rite Aid Account Service Manager. Managed all aspects of service provision, account satisfaction, invoice reconciliation, problem resolution, and account profitability. Managed the dedicated account team responsible for providing Rite Aid service to ensure maximum productivity, efficiency, and compliance with both company and client requirements. Identified and immediately resolved gaps in service, developed and implemented a QC process to ensure that the end user was satisfied after each service call, evaluated processes and recommended improvements to ensure SLA's were met. Reviewed, analyzed, and reconciled all performance metrics reports daily/weekly. Conducted conference calls and on-site customer visits as needed. My team and I were released from Spencer's employ in January 2009 due to Rite Aid signing an exclusive contract with Spencer's direct competitor based on lowest price response to RFP. No other positions were available as a result of recent corporate-wide lay offs.