Amanda Dougherty
Coventry
Summary
Diligent [Desired Position] with background in driving customer satisfaction and retention. Expertise in managing customer relationships, leading internal initiatives to improve client engagement, and creating process efficiency. Proficient in problem-solving and communicating internally and externally to ensure customer success.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Success Manager
IRON MOUNTAIN
01.2020 - Current
- CSM of the quarter in the first year of my role, exceeded GAO’s at 125% on average throughout my tenure as a CSM and exceeded the bonus payout cap on renewals by 30%
- Subject matter expert in contract negotiations, RFP, and program proposals throughout the renewal process including cross sell/upsell strategy, resulting in 90% reduction in churn
- Serve as strategic liaison between client stakeholders and internal teams, driving effective communication and collaboration at all organizational levels
- Identify and develop new revenue opportunities, contributing to an estimated average of 20% annual growth within assigned portfolio of accounts
- Manage contract renewal process and RFP proposal bids with 95% retention rate across 43-50 major healthcare and government accounts
- Conduct quarterly business reviews with key clients, presenting performance metrics and strategizing future initiatives
- Provide consultative recommendations on products and solutions, resulting in 95% increase in solution adoption rates
Quality Assurance Specialist
IRON MOUNTAIN
01.2018 - 01.2020
- Designed and implemented targeted coaching programs for service agents, resulting in an upward trend in customer satisfaction scores
- Developed comprehensive FAQ and toolkit resources for sales support teams, reducing response time and improving process efficiency
- Led account parameter correction initiative, analyzing approximately 500 accounts to improve service completion rates and reduce the need for customer outreach
Sales Advocacy Specialist
IRON MOUNTAIN
01.2016 - 01.2018
- Served as primary point of contact for internal sales organization, consistently exceeding SLA with response times under 24 hours and achieving resolution of cases with a range of complexities within an average of a 72 hour time frame
- Resolved complex client issues including billing discrepancies, service failures, and account reconciliation by coordinating cross-departmental solutions and facilitating client and internal communication to ensure clear expectations
- Created customized reports using Excel (V-lookups, pivot tables) for senior leadership to track key metrics, resulting in data-driven decision making
Shift Manager
THE PICTURE PEOPLE
01.2014 - 01.2016
- Supervised team of 15 employees, managing scheduling, performance evaluation, and development
- Developed and implemented training materials which increased efficiency and comprehension resulting in higher performance and reduced new hire onboarding time
Education
Bachelor of Science - Organizational and Applied Psychology
Albright College
Reading, PASkills
- Microsoft Office
- Business Intelligence
- Qualtrics
- Salesforce
- Oracle
- G-Suite
- Digital & IT Asset Management
- Client Relationship Building
- Reporting and Dashboard creation
- Business Reviews
- Contract Management and RFP proposals
- New Product Launch
- Request For Proposal Management
- Renewal proposal presentations
- Project Management
- Team Leadership
- Change Management
- Performance Coaching and training
- Process improvement
Accomplishments
- Yellow Belt Training - Iron Mountain
- Data Management SLP - Iron Mountain
- Crisis Counseling Certification - Montgomery County Women's Center, Pottstown, PA
- CPR and AED Certified - American Red Cross
Education And Certifications
Bachelor of Science, Organizational and Applied Psychology, Albright College, Reading, PA, Yellow Belt Training, Iron Mountain, Data Management SLP, Iron Mountain, Crisis Counseling Certification, Montgomery County Women's Center, Pottstown, PA, Shift Management Certification, McDonald's Corporation, Plymouth Meeting, PA, CPR and AED Certified, American Red Cross
Certification
- CPR/AED Certification
- Six Sigma Certification
Timeline
Customer Success Manager
IRON MOUNTAIN
01.2020 - Current
Quality Assurance Specialist
IRON MOUNTAIN
01.2018 - 01.2020
Sales Advocacy Specialist
IRON MOUNTAIN
01.2016 - 01.2018
Shift Manager
THE PICTURE PEOPLE
01.2014 - 01.2016
Bachelor of Science - Organizational and Applied Psychology
Albright College
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