Cally Neal
Kittanning,PA
Summary
Experienced Account Manager with 16+ years in the promotional products industry. Recognized for driving client engagement and delivering impactful merchandising solutions, resulting in significant account expansion and exceeding sales targets. Skilled in effective sales presentations and fostering long-term partnerships.
Strong focus on team collaboration, fostering relationships, and achieving results. Skilled in creative planning, client management, and sales processes. Adaptable and dependable, excelling in dynamic environments.
Overview
26
26
years of professional experience
Work History
Account Development Manager
Pinnacle Promotions
01.2025 - Current
- Identified opportunities for account growth based on knowledge of market trends and competition.
- Develop a comprehensive account profile/map incorporating insights from LinkedIn and Zoom Info, Social Media accounts and previous relationships with key accounts.
- Conducted monthly virtual meetings and lead in person business reviews to gain account insights and review go to market strategies.
- Maintained in-depth knowledge of industry trends, competitors, and market dynamics to development strategies to gain market share.
- Contributed valuable insights during team meetings, facilitating creative ideation for new approaches in account development.
- Collaborated with cross-functional teams to drive successful account development strategies.
- Mentored junior sales team members on best practices in account development and management techniques.
- Assisted in the development of marketing materials targeted at key accounts, contributing to increased brand awareness among target customers.
- 3rd internal promotion in less than 5 years
Account Manager - Key Accounts
Pinnacle Promotions
04.2023 - 01.2025
- Managed group of 15+ Key accounts totaling a $1.5 million book of business.
- Achieved President's Club status within forst year of managing accounts. This means surpassing $1 Million in sales.
- Engaged buyers from multiple business segments such as human resources, event planning and marketing.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base within designated accounts through networking and relationship building.
- Brought on 3-4 new accounts and 25 new contacts through referrals from existing clients.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
- Selected correct products based on customer needs, budget and timelines while policing brand guidelines.
- Worked closely with vendors to ensure timely delivery of products while maintaining strong communication channels between all parties involved.
- Continuously researched industry trends as well as each client's go to market strategies ensuring I presented the best products and solutions to the buyers.
- On site meetings with promotional products buyers.
- Responsible for training of new hires.
Jr. Account Manager
Pinnacle Promotions
Atlanta, GA
12.2022 - 04.2023
- Supported account sales management team of 3 individuals with over 30 accounts by stepping in as needed, demonstrating flexibility and adaptability under pressure.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Attended monthly sales meetings and quarterly sales trainings.
- Increased client satisfaction by promptly addressing concerns and providing effective solutions.
- Provided exceptional customer service, leading to numerous positive testimonials from clients.
- Assisted senior account managers in creating customized proposals for high-value clients, securing large orders.
- Developed strong relationships with clients, resulting in increased trust and repeat business.
- Maintained detailed records of client interactions, utilizing CRM software to track progress and ensure timely followups.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Sales Coordinator
Pinnacle Promotions
01.2021 - 12.2022
- Worked closely with the sales team to see orders from post sell to delivery.
- Liaison between sales team, customer and vendors.
- Maintained accurate records of all sales activities, including contracts, proposals, quotes, follow-ups, and customer communications.
- Increased sales revenue by establishing strong relationships with clients and identifying new business opportunities.
- Served as a liaison between internal departments such as sales, accounting, and merchandising ensuring seamless end-to-end management of client accounts.
- Built relationships with customers and community to establish long-term business growth.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
Senior Strategic Account Manager
PCNA
03.2011 - 04.2020
- Key contact for high performing sales managers, program merchandisers and account executives with top national accounts
- Responsible for identifying top sales offices within each national account as well as developing and maintaining the relationship between PCNA and the staff dedicated to sales for each office.
- Collaborated with key vendor relations representatives at each national account to develop programs that grow trust and loyalty to PCNA as well as increase sales for the national account overall
- Successfully remerchandised hundreds of corporate programs by replacing competitor products with PCNA products, removing slow moving items and introducing new items. Maintained tried and true consistent top program sellers.
- Conducted data analysis of industry and retail trends to provide best merchandise solutions.
- Created customized merchandising presentations to provide a cohesive branded look for each program
- Established new and managed existing corporate programs with PCNA product; some exclusive to PCNA product
- Aided with marketing materials for account executives and vendor relations teams
- Proactively developed monthly and quarterly campaigns that were messaged to the top sales managers within the national accounts. Those campaigns included but were not limited to emails, product samples, mailings and special order offers
- Identify large project opportunities for the Field Sales Managers and National Sales Managers
- Create messages around specific core category shift as well as competitor replacement
- Coordinated efforts with over 25 field and national sales managers on numerous accounts to design a targeted and customized sales messages for each one
- Traveled to multiple trade shows and sales conventions throughout the year to message PCNA products as well as the vast services offered
- During this time took on the role of team lead for 2 years
- All efforts listed above lead to sales growth upwards of 12% with my key account list. Helped PCNA secure numerous supplier awards through the years including a recent award; Platinum MPV in 2019 which goes to the supplier with the largest dollar growth
- Won the ASI Customer Service of the Year award in 2014
Call Center Manager
Incentium, LLC
01.2004 - 01.2011
- Managed and Provide direction for a team of inbound call agents
- Determined long term objectives and goals to meet business expectations
- Managed the overall performance analysis of existing programs
- Teamed with project managers to implement on-boarding of new client programs
- Addressed escalated customer service issues
- Conducted performance evaluations, made employment decisions, set performance goals and targets for assigned team
- Wrote all new program policies and procedures
- Ensured staffing levels and employee performance adherence to department standards and goals
- Instituted and managed company’s first QA department for a 100 seat call center
- Developed an employee training/coaching program which provided quarterly development classes in addition to weekly coaching sessions; as a result increased the average QA scorecard from 75% to 90%+ over a 6 month period
- Performed statistical analysis on call center metrics to identify traffic trends and create workflow efficiencies
- Designed staffing models, using the Erlang C calculation, that allowed the company to reduce call center staffing by 20% while still maintaining service level agreements with all clients
- Utilized Erlang C to monitor staff needs based on call, email and live chat traffic channels
- Designed and maintained employment models to better understand employee turnover rates
- Directed the company program to develop a comprehensive QA SharePoint website for efficient communication with department managers
- Led management team discussions on innovative solutions to improve operations and service levels
- Teamed with the Contact Center Managers to answer RFPs related to contact center capabilities
Customer Service Account Specialist
Leeds (PCNA)
10.1999 - 09.2004
- Responsible for handling incoming calls and managing queue
- Address customer questions regarding products
- Main contact for promotional products distributors
- Coordinated with various departments such as shipping, graphics, and auditing to ensure accurate purchase order completion
- Provide excellent customer service to new and existing clients
- Promoted to International Accounts Representative
- Earned recognition as a top performer within the team, consistently meeting or exceeding individual and team targets.
- Contributed to a positive work environment by consistently demonstrating professionalism, empathy, and active listening skills when interacting with clients and colleagues alike.
- Mitigated risk by adhering to industry regulations and company policies when managing customer accounts.
- Enhanced client retention by providing personalized support and tailored solutions.
Education
Bachelor of Arts - Business Managment
Bryan College
Chattanooga, TNSkills
- Effective sales presentations
- Client interaction expertise
- Strategic team guidance
- Strategic idea generation
- Networking and rapport development
- Customer relationship building
- Strategic goal setting
- Strategic project execution
Affiliations
- Vice President of TRASA (Three Rivers Advertising Specialty Association)
Timeline
Account Development Manager
Pinnacle Promotions
01.2025 - Current
Account Manager - Key Accounts
Pinnacle Promotions
04.2023 - 01.2025
Jr. Account Manager
Pinnacle Promotions
12.2022 - 04.2023
Sales Coordinator
Pinnacle Promotions
01.2021 - 12.2022
Senior Strategic Account Manager
PCNA
03.2011 - 04.2020
Call Center Manager
Incentium, LLC
01.2004 - 01.2011
Customer Service Account Specialist
Leeds (PCNA)
10.1999 - 09.2004
Bachelor of Arts - Business Managment
Bryan College
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